Complaint Procedures

Home & Auto

 

Johnson Inc.’s Complaint Procedures - Home and Auto

 

STEP 1

Speak to your claims or licensed insurance representative.

Talk to your representative about your concerns. Your representative is a highly skilled, highly educated professional who understands the critical importance of insurance to your financial security and peace of mind, and will represent your best interests to the insurance company.

 

STEP 2

Contact the Complaint Liaison Officer

Bring the issue to our Complaint Liaison Officer. If your representative is unable to resolve the issue on your behalf with our personnel, you can contact our Complaint Liaison Officer by phone, fax or letter.
 

Find your Complaint Liasion Officer contact.
 

In addition to providing the details of your concern, please have your policy number at hand so that we can begin our review as quickly as possible.

It is our goal to resolve your complaint within five working days. If this is not possible, we will let you know within the five working days that it will take longer and explain the reasons for the delay.

 

STEP 3

Independent Assistance

If you are not satisfied with the resolution of your complaint, upon request, we will send you a 'final position letter'. This letter will explain Johnson Inc.'s final decision on the issue based on our review of your concern and will include information on how to escalate your complaint.

Following the receipt of the final position letter, if you wish to pursue the matter further, you may choose to approach the Canadian Council of Insurance Regulators (CCIR) for additional information on how to escalate your complaint to the appropriate provincial regulatory body. You can contact the CCIR at (416) 590-7290 or visit their website at http://www.ccir-ccrra.org/.

Updated May 2015

 

 

Group Benefits - Canada (Excluding Quebec)

 

Group Benefits and Travel (Canada, excluding Quebec)

The successful handling of customer complaints is critical to our business goals. As such, Johnson Inc. (“Johnson”) has established a Complaint Examination and Dispute Resolution Policy to set up a fair and equitable process for handling the complaints of our customers located throughout Canada, excluding Quebec (as a separate Policy exists for that province). A copy of our Complaint Examination and Dispute Resolution Policy is available upon request through our Complaint Liaison Officer at the address listed below.

 

Filing a Complaint

The Complaint Liaison Officer is in charge of applying the Complaint Examination and Dispute Resolution Policy and acts as a contact for customer complaints. Consumers who wish to file a complaint can do so by contacting the Regional Complaint Liaison Officer for their region as follows.

 

ATLANTIC (Newfoundland and Labrador, Nova Scotia, New Brunswick and Prince Edward Island)

Attn:  Complaints Liaison Officer – Group Benefits and Travel

Johnson Inc.

10 Factory Lane

P.O. Box 12049

St John's, NL

A1C 2B9

709-737-7744

 

ONTARIO

Attn:  Complaints Liaison Officer – Group Benefits and Travel

Johnson Inc.

1595 16th Avenue

Richmond Hill, ON  

L4B 3S5         

905-764-4996

 

WEST (Manitoba, Saskatchewan, Alberta, British Columbia)

Attn:  Complaints Liaison Officer – Group Benefits and Travel

Johnson Inc.

11120 -178 Street

Edmonton, AB

T5S 1P2

780-413-6382

 

Complaint Handling Procedure

A letter acknowledging your complaint will be sent to you within 5 business days from the date on which it is received and will contain the following information.

  • A copy of Johnson’s Complaint Examination and Dispute Resolution Policy
  • A description of your complaint
  • The name and contact information of the person in charge of examining your complaint; and
  • In the case of an incomplete complaint, a notice requesting more information

 

Unless you indicate otherwise, we shall communicate with you in the same manner by which you have filed your complaint.

 

Whenever practical, your complaint will be resolved, or our final position communicated to you in writing, no later than 30 days after the receipt of your complaint. When an investigation/review is expected to take longer than 30 days, we will provide you with written correspondence advising of the delay and when we expect to reply.

 

INSURANCE OMBUDSMAN INFORMATION

If you are not satisfied with the resolution of your complaint, you may contact the OmbudService for Life & Health Insurance. The contact information for the OmbudService for Life & Health Insurance is as follows.

 

OmbudService for Life & Health Insurance

 401 Bay Street, PO Box 7

 Toronto, Ontario, M5H 2Y4

 Attention: General Manager

 

Ombudsman des Assurances de Personnes

 2001, rue University

 17e étage

 Montréal Québec H3A 2A6

 À l’attention : Directrice générale

 

In Toronto 416-777-9002 In Montreal 514-282-2088.

Toll Free 1-888-295-8112 Toll Free in Quebec 1-866-582-2088.

Individuals with hearing loss - free Bell Relay Service at 1-800-855-0511.

 

For more information about the OmbudService for Life & Health Insurance, please visit their website at:  https://www.olhi.ca/.

 

Group Benefits - Quebec

 

Johnson Inc. Complaint Procedures (Quebec Residents)

 

The successful handling of customer complaints is critical to our business goals. As such, Johnson Inc. (“Johnson”) has established a Complaint Examination and Dispute Resolution Policy to set up a fair and equitable process for handling the complaints of our customers located in the Province of Quebec. A copy of our Complaint Examination and Dispute Resolution Policy is available upon request through our Complaint Liaison Officer at the address listed below.

 

Filing a Complaint

The Complaint Liaison Officer is in charge of applying the Complaint Examination and Dispute Resolution Policy and acts as a contact for customer complaints. Consumers who wish to file a complaint can do so at the following address.

 

Attn:  Complaints Liaison Officer

Johnson Inc.

1595 16th Avenue

Richmond Hill, ON   

L4B 3S5

905-764-4996

 

Complaint Handling Procedure

A letter acknowledging your complaint will be sent to you within 5 business days from the date on which it is received and will contain the following information.

  • A copy of Johnson’s Complaint Examination and Dispute Resolution Policy
  • A description of your complaint
  • The name and contact information of the person in charge of examining your complaint; and
  • In the case of an incomplete complaint, a notice requesting more information

Unless you indicate otherwise, we shall communicate with you in the same manner by which you have filed your complaint.

 

Whenever practical, your complaint will be resolved, or our final position communicated to you in writing, no later than 30 days after the receipt of your complaint. When an investigation/review is expected to take longer than 30 days, we will provide you with written correspondence advising of the delay and when we expect to reply.

 

 

AMF Information Centre

If you are not satisfied with the resolution of your complaint, you may ask for it to be transferred to l’Autorité des marches financiers (the “AMF”) at any time. The contact information for the AMF is as follows.

 

Québec City: 418-525-0337

Montréal: 514-395-0337

Toll-free: 1-877-525-0337

Fax: 418-525-9512 or 514-873-3090

E-mail: [email protected]