Our complaint process

How to start

Contact Selvin Mathew, Complaints Officer. Use the contact form and choose “Complaint or privacy concern,” call (416) 347-5213. Written correspondence can be arranged privately on request. Do not include health, identity, account or payment information in the public form. Existing clients should use the secure contact method in their policy or service correspondence for sensitive material.

What to include

Tell us what happened, when it happened, the policy or application involved, who you dealt with and what outcome you are seeking. Keep copies of relevant applications, policies, illustrations, disclosure documents and correspondence.

What we will do

1. We will acknowledge the complaint within five business days.
2. We will review the relevant records and give you a fair opportunity to explain the concern.
3. We may ask for additional information or coordinate with HUB Financial Inc. or the insurer where the matter involves their records or responsibilities.
4. We will provide a written response explaining our findings, any proposed resolution and available escalation options.
5. We will keep an appropriate complaint record and handle personal information under our Privacy Policy.

Making a complaint will not affect the fair treatment of an existing client or applicant.

External options

If the complaint concerns an insurer, you may also use that insurer’s internal complaint process. An unresolved life or health insurance complaint may be eligible for free review by the OmbudService for Life & Health Insurance (OLHI). Regulatory concerns may be submitted to the Financial Services Regulatory Authority of Ontario (FSRA). Privacy concerns may be submitted to the Office of the Privacy Commissioner of Canada.

These options do not prevent you from obtaining legal advice or exercising any other rights.