Customer complaints

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 30 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 60 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 60 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).

EDR (External Dispute Resolution) scheme and eligibility

• General Insurance OmbudService (GIO) - www.giocanada.org

The General Insurance Ombudsman Service is an independent organisation, created in 2002, with the sole purpose of helping Canadian consumers resolve disputes or concerns with their home, auto or business insurers.

For Québec clients, as well as contacting GIO, you may also refer their complaint to:

• Autorité des marchés financiers (AMF): https://www.lautorite.qc.ca/en/

The AMF is the body mandated by the government of Québec to regulate the province’s financial markets and provide assistance to consumers of financial products and services.

If policyholders have a complaint specifically about our complaints handling procedures, policyholders may contact the Financial Consumer Agency of Canada (FCAC) at www.fcac-acfc.gc.ca. The FCAC ensures federally regulated financial institutions comply with applicable consumer protection measures, promotes financial education and raises consumers’ awareness of their rights and responsibilities. The FCAC does not get involved in individual disputes.

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 10 business 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 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).

EDR (External Dispute Resolution) scheme and eligibility

• General Insurance OmbudService (GIO) - www.giocanada.org

The General Insurance Ombudsman Service is an independent organisation, created in 2002, with the sole purpose of helping Canadian consumers resolve disputes or concerns with their home, auto or business insurers.

For Québec clients, as well as contacting GIO, you may also refer their complaint to:

• Autorité des marchés financiers (AMF): https://www.lautorite.qc.ca/en/

The AMF is the body mandated by the government of Québec to regulate the province’s financial markets and provide assistance to consumers of financial products and services.

If policyholders have a complaint specifically about Lloyd`s Underwriters’ complaints handling procedures, policyholders may contact the Financial Consumer Agency of Canada (FCAC) at www.fcac-acfc.gc.ca. The FCAC ensures federally regulated financial institutions comply with applicable consumer protection measures, promotes financial education and raises consumers’ awareness of their rights and responsibilities. The FCAC does not get involved in individual disputes.