MEMBER COMPLAINT HANDLING PROTOCOL

Nova Mutual is committed to providing excellent service to our members. However, we recognize that from time to time, members may have a concern regarding an action, service, or product of Nova Mutual or one of our authorized agents. When that happens, we welcome the opportunity to address any dissatisfaction by conducting a fair and timely review.

A concern can often be resolved quickest by speaking with the right insurance specialist.

  • If your concern is regarding your Insurance Policy (premiums, coverages, and payment), we encourage you to reach out directly to your Broker or Agent.
  • For concerns regarding an Insurance Claim, reach out to your Claims Adjuster.

If your concern is regarding something else, you do not know the right person to contact, or would like to escalate to a department manager, call our office at 1-833-829-6682 where we will be happy to direct you to someone who can help.

Complaint Handling Protocol

When an issue remains unresolved after reasonable consultation with the appropriate department, members will be referred to Nova Mutual’s Complaint Handling Protocol. This does not apply to any situation where a member has engaged legal representation.

To file a complaint, please provide key details in writing to our Complaints Officer:

Ken Worsley, Complaints Officer
Nova Mutual Insurance Company
35 Talbot St E, Jarvis, ON N0A 1J0
ombudsman@novamutual.com

To facilitate the process, we recommend including the following information:

    • Name and address
    • Claim and/or policy number
    • Phone number where you can be contacted during regular business hours
    • A summary of the complaint, including a list of unresolved concerns, key dates, and any supporting documents
    • Names of Nova Mutual employees you have dealt with
    • A description of your expectations and desired outcome

Within two (2) business days, you will receive a call from Nova Mutual’s Complaint Officer where they will explain their role and review the details of your complaint. This call will be followed by a written acknowledgement of the complaint by the Complaints Officer.

The Complaints Officer will then conduct an investigation by reviewing your file and consulting with the appropriate staff. After their review, the Complaints Officer will work with you to resolve your complaint or provide a Final Position Letter from the company within sixty (60) days.

Financial Services Regulatory Authority of Ontario (FSRA)

When the Complaints Officer has issued a Final Position Letter, your file will be closed. If you remain dissatisfied with the company’s handling of your complaint, you may contact the Complaints and Risk Assessment Branch of the Financial Services Regulatory Authority of Ontario. Complete their Complaint Form and provide a copy of the Final Position Letter via fax, mail, or e-mail.

Financial Services Regulatory Authority of Ontario
Complaints and Risk Assessment Branch
25 Sheppard Avenue West, Suite 100
Toronto, ON M2N 6S6
Telephone: (416) 250-7250
Toll Free: 1-800-668-0128
Fax: (416) 590-8480
TTY: 1-800-387-0584
Email: contactcentre@fsrao.ca

For more details on submitting a complaint to FSRA, visit their website at: https://www.fsrao.ca/submit-complaint-fsra