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Ombudsperson

Complaint Handling Process

We want you to be completely satisfied with your insurance purchase and claim's settlement.  If you have concerns about your policy, your claim or our service, we want to hear from you.

The first step in resolving your complaint is to contact your broker.  Your broker works for you - not the insurance company.  Your broker can:

  • Speak to us on your behalf to obtain a solution which is acceptable to you; or
  • Help you contact the company representative who can best resolve your complaint.

Concerns are solved faster when you speak directly with the person responsible for your business.  If an agreement cannot be reached within 15 days, your complaint should be escalated to our Ombudsperson Liaison Officer.  You may have your complaint reviewed by the Office of the Insurance Ombudsperson if it has not been resolved within a reasonable period of time.

Ombudsperson Liaison Officer

Insurance companies operating in Ontario must appoint an Ombudsperson.  Gore Mutual's Ombudsperson is:

Jamie McDougall, MBA
Vice President, Personal Insurance Solutions
Gore Mutual Insurance Company
252 Dundas Street North
Cambridge, ON  N1R 5T3
Phone: 1-800-265-8600
Fax: 1-800-601-9773
Email: jmcdougall@goremutual.ca

The Ombudsperson Liaison Officer is an employee of Gore Mutual Insurance Company. The Officer is responsible for:

  1. Overseeing the complaint handling process;
  2. Ensuring your complaint is addressed;
  3. Ensuring that you receive a letter outlining the company's final position if your complaint cannot be resolved; and
  4. Working with MICO (Mutual Insurance Companies OmbudService) to address complaints that could not be resolved by the insurance company.

If we are unable to resolve the matter to your satisfaction, the Ombudsperson Liaison Officer will ensure that you receive a letter outlining the company's final position. Depending on the nature of your complaint, you may then write to MICO to use an alternative dispute resolution process or challenge the decision in court.

The Ombudsperson Liaison Officer cannot:
Enter into the investigation, negotiation or settlement of an insurance claim.

Inquire into matters that are being, will be, or have been dealt with by a court or a dispute resolution process.

Contacting the Ombudsperson Liaison Officer

We recommend that formal complaints to the Ombudsperson Liaison Officer be made in writing. Your letter should include:

  • Your name, address and policy number;
  • A phone number where you can be reached during normal business hours;
  • The nature of the dispute; and
  • A description of your expectations - what you would like Gore Mutual to do.

If a lawyer for the matter in dispute represents you, he or she should write to the Ombudsman Liaison Officer. Alternatively, Gore Mutual should receive written authorization from your lawyer to deal directly with you to resolve your complaint.

If you are writing on behalf of someone else, Gore Mutual should receive a note signed by that person stating that you are authorized to act for him or her in this matter.

Additional Information

Additional information may be found at the Financial Services Commission of Ontario web site.

For a complaint involving a consumer provision, a target code of conduct or a public commitment refer to
www.fcac-acfc.gc.ca.