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Markel is committed to providing high-quality and professional service and ensuring fair outcomes for our customers at all times. If you are dissatisfied or have any complaints about your policy or the handling of a claim you should, in the first instance, contact your Broker. If your Broker is unable to help resolve your concerns, please contact us at:
Email: complaints@markel.com
Write to:
Compliance
Markel International
20 Fenchurch Street
London
EC3M 3AZ
Telephone: +44 (0)20 7953 6020
Markel Canada provides insurance via two separate insurance companies; Markel International Insurance Company Limited (MIICL), Markel Syndicate Management Limited (MSM) which manages Lloyd’s Syndicates 3000. Please click on the insurance company below that your policy was issued from in order to find the correct Complaints Procedure. If you require any help in finding this information, please do not hesitate to contact either your broker or our Compliance team on the details above.
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Markel International Insurance Company Limited (MIICL)
The aim is to settle the complaint fairly and as quickly as possible. We will use our best endeavours to comply with the timeframes set out below:
- A complaint received by Markel Canada (whether by letter, e-mail, telephone conversation or other oral representation) will be allocated to an appropriate person to carry out an independent review of the justification of the complaint.
- Complaints will be acknowledged promptly. We endeavour to acknowledge the complaint in writing within two business days after receipt. That acknowledgement will include the name of the person who will be reviewing the complaint.
- When a complaint is referred to Markel Canada, we will try to resolve a complaint within 20 calendar days and give a written final response letter, or send an interim response explaining why we are not yet in a position to resolve matters.
- By the end of 56 calendar days following receipt of a complaint, a final response letter will be issued to the insured. However, if there are unforeseen circumstances where we are not in a position to provide a final response letter within the 56 calendar days, we will advise you that the file continues to be in progress.
- If you are not satisfied with our final response letter, you have the right to have the complaint reviewed by the General Insurance OmbudService (GIO) and for Québec clients, the Autorité des marchés financiers (AMF) (refer below for details).
Financial Consumer Agency of Canada (FCAC)
The Financial Consumer Agency of Canada supervises all federally regulated financial institutions, which includes federally regulated insurance companies, for compliance with federal consumer protection laws, including the requirement to have a complaint-handling process in place. FCAC does not resolve individual complaints.
If you have a problem with a financial product or service, you may file a complaint with Markel International Insurance Company Limited. If you are not satisfied with how your complaint has been handled, you can escalate the complaint to the following third-party complaints bodies:
General Insurance OmbudService (GIO)
- For home, auto, and business insurance complaints.
- Website: giocanada.org | Toll-Free: 1-877-225-0446
Autorité des marchés financiers (AMF) (For Québec clients)- For unresolved complaints about insurers and intermediaries in Québec.
- Website: lautorite.qc.ca | Toll-Free: 1-877-525-0337
If you want to know your rights or need information about Markel International Insurance Company Limited’s complaint-handling process, you may contact FCAC by online form, mail, or telephone. FCAC uses information from consumer enquiries to support its mandate.Website: www.canada.ca/fcac
Online form: https://www.canada.ca/en/financial-consumer-agency/corporate/contact-us.htmlPhone:
For service in English: 1-866-461-FCAC (3222)
For service in French: 1-866-461-ACFC (2232)
For calls from outside Canada: 613-960-4666Teletypewriter (TTY): 1-866-914-6097 / 613-947-7771
Video Relay Service: FCAC welcomes Video Relay Service (VRS) calls. You do not need to authorize the relay service operator to communicate with FCAC. Visit https://srvcanadavrs.ca/en/ to learn more.
Mailing address:
Financial Consumer Agency of Canada
427 Laurier Avenue West, 5th Floor
Ottawa ON K1R 7Y2 -
Markel Syndicate Management Limited (MSM)
The aim is to settle the complaint fairly and as quickly as possible. We will use our best endeavours to comply with the timeframes set out below:
- A complaint received by Markel Canada (whether by letter, e-mail, telephone conversation or other oral representation) will be allocated to an appropriate person to carry out an independent review of the justification of the complaint.
- Complaints will be acknowledged promptly. We endeavour to acknowledge the complaint in writing within two business days after receipt. That acknowledgement will include the name of the person who will be reviewing the complaint.
- We will try to resolve a complaint within 20 calendar days and give a written response or send an interim response explaining why we are not yet in a position to resolve matters.
- Should you remain dissatisfied with our response, you can refer your complaint to Lloyd’s. When a complaint is referred to the Lloyd’s Complaints team, it will have the balance of Lloyd’s 56 calendar days complaints handling period to provide a final response letter to the insured. However, if there are unforeseen circumstances where the Lloyd’s Complaints team are not in a position to provide a final response letter within the 56 calendar days, it must advise you that the file continues to be in progress.
- If you are not satisfied with Lloyd’s Complaints team’s final response letter, you have the right to have the complaint reviewed by the General Insurance OmbudService (GIO) and for Québec clients, the Autorité des marchés financiers (AMF) (refer below for details).
Financial Consumer Agency of Canada (FCAC)
The Financial Consumer Agency of Canada supervises all federally regulated financial institutions, which includes federally regulated insurance companies, for compliance with federal consumer protection laws, including the requirement to have a complaint-handling process in place. FCAC does not resolve individual complaints.
If you have a problem with a financial product or service, you may file a complaint with Markel Syndicate Management Limited. If you are not satisfied with how your complaint has been handled, you can escalate the complaint to the following third-party complaints bodies:
General Insurance OmbudService (GIO)
- For home, auto, and business insurance complaints.
- Website: giocanada.org | Toll-Free: 1-877-225-0446
Autorité des marchés financiers (AMF) (For Québec clients)
- For unresolved complaints about insurers and intermediaries in Québec.
- Website: lautorite.qc.ca | Toll-Free: 1-877-525-0337
If you want to know your rights or need information about Markel Syndicate Management Limited’s complaint-handling process, you may contact FCAC by online form, mail, or telephone. FCAC uses information from consumer enquiries to support its mandate.
Website: www.canada.ca/fcac
Online form: https://www.canada.ca/en/financial-consumer-agency/corporate/contact-us.htmlPhone:
For service in English: 1-866-461-FCAC (3222)
For service in French: 1-866-461-ACFC (2232)
For calls from outside Canada: 613-960-4666Teletypewriter (TTY): 1-866-914-6097 / 613-947-7771
Video Relay Service: FCAC welcomes Video Relay Service (VRS) calls. You do not need to authorize the relay service operator to communicate with FCAC. Visit https://srvcanadavrs.ca/en/ to learn more.
Mailing address:
Financial Consumer Agency of Canada
427 Laurier Avenue West, 5th Floor
Ottawa ON K1R 7Y2