Complaint Procedures

Home & Auto

Johnson Inc.’s Complaint Procedures - Home and Auto

STEP 1
Contact 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 Office

Bring the issue to our Complaint Liaison Office. If your broker is unable to resolve the issue on your behalf with our personnel, you can contact our Complaint Liaison Officer by letter or email:

Johnson Complaint Liaison Office
10 Factory Lane
St. John's, NL
A1C 6H5
Email: infocanada@johnson.ca

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 reason for the delay.

Please include your full name, address and telephone number. In addition to providing the details of your concern, please have your policy or claim number at hand so that we can begin our review as quickly as possible. Johnson will work very diligently at resolving the problem to your satisfaction. If however, you are not satisfied with our response, you may choose to escalate it further.

STEP 3
Contact The Unifund Complain Liaison Office

Bring the issue to your Insurer’s Complaint Liaison Office. If your broker and their complaint liaison office is unable to resolve the issue on your behalf, you can contact the Unifund Assurance Company Complaint Liaison Officer by phone, fax, letter or email:

Unifund Complaint Liaison Office
137 Venture Run
Dartmouth, NS
B3B 0L9
Phone: 1-888-877-1710
Fax: 905-403-2331
Email: infocanada@rsagroup.ca

Please include your full name, address and telephone number. In addition to providing the details of your concern, please have your policy or claim number at hand.

Updated May 2017

Travel and Group Benefits - Canada (Excluding Quebec)

Travel and Group Benefits (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/.

Travel and 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: information@lautorite.qc.ca