Complaints Management Policy (English)

All insurance companies are required by provincial insurance regulators to maintain a complaints management program that informs customers about how to make complaints.  Like insurers, BridgeForce is required to have a complaint process for handling privacy complaints, but with the exception of Quebec, we are not currently obliged to have a formal process in place for other types of complaints.  However, our insurance providers have expressed the expectation, contractually and otherwise, that we will have a formal, documented process for addressing complaints that we may receive.  We are expected to notify insurers promptly when we receive a complaint or learn of a threatened complaint or claim.  

Purpose of the Policy:  Establish a free and equitable procedure for dealing with complaints. 

Receipt of Complaint: A consumer who wishes to file a complaint must do so in writing and send to the attention of the VP Compliance/Complaints Officer and/or the appropriate BridgeForce office, who must log the complaint. 

Quebec acknowledgement:  The Complaints Officer will acknowledge receipt of the complaint within five (5) business days. 

Acknowledgement in all other provinces:  The Complaints Officer should acknowledge receipt of the complaint within five (5) business days. 

At a minimum, the acknowledgement should contain:

  • The name and contact information for the Complaints Officer
  • In the case of an incomplete complaint, a request for additional information.
  • Expectation as to when the complainant will receive a response.  We are expected to notify insurers promptly when we receive a complaint or learn of a threatened complaint or claim.  We, or the insurance company, will make every effort to respond to the complaint within 30 days of receiving all information.  It may take longer to obtain and assess all information, and investigate, particularly in complicated cases and because we involve the insurance company. 

Complaint Examination

We, or the insurance company, will conduct an investigation within a reasonable time period following receipt of all of the information required to assess the complaint.  Once in the hands of the insurer, the complaint will be managed according to the insurer’s written Protocol, which may involve referring the matter to the OLHI, the industry ombudservice.  If instructed to do so by the insurer, the Complaints Officer will send a final answer in writing, giving the reasons for the decision when the investigation is complete. 

Complaints File: A separate file will be created and maintained for each complaint containing:

  • The written/documented complaint
  • The outcome of the examination (analysis and supporting documents)
  • A copy of the final answer/position

Transfer of the file to the Quebec AMF: If a Quebec complainant is not satisfied with the outcome, they may ask us to transfer the file to the AMF.  They may exercise this right upon the expiry of the maximum time allowed for a final answer but may not exceed one year following receipt of the final answer.  The transferred file must contain all documents. 

Effective Date: January 2015