At LAWPRO/Assurance LAWPRO (“LAWPRO”)1 we take pride in our commitment to excellence in customer service. We aim to provide you – our customers – with products and services that meet the highest standards, and to continually improve relationships with you.
If you believe that we have fallen short of this standard, we encourage you to tell us about it. Our complaint handling protocol has been put in place to ensure we identify any need for improvement and continue to provide you with service you have come to expect.
For the purposes of this protocol, a complaint is:
- a reproach against LAWPRO;
- identifies a real or potential harm that a consumer has sustained or may sustain; or
- a request for remedial action.
We will be happy to hear from you in the manner that is most convenient for you:
By phone: 416-598-5800 or 1-800-410-1013
By Fax: 416-599-8341 or 1-800-286-7639
250 Yonge Street
Suite 3101, P.O. Box 3
By email: [email protected]
Please try and address your concern with the person currently dealing with your LAWPRO business or issue – for example, a claims examiner & Counsel, an underwriter or a Program Coordinator.
Please include your contact details, any relevant file information, application reference number and whether you have a preferred method of communication. In some cases, we may ask you to put your concerns in writing, to ensure that we understand the full scope of your issue.
If your initial complaint is not resolved to your satisfaction, please request that it be escalated to the department’s immediate supervisor or manager. If necessary, the matter can be further escalated to the relevant Department Head. A management directory can be found here. At this point, we will add the complaint to our database/registry. The complaint records in this database/registry will be retained in accordance with our Records Management Policy.
Occasionally, a complaint cannot be resolved in the manner noted above. If this is the case, you may contact the LAWPRO Ombudsman as follows:
Mr. Stephen R. Freedman
250 Yonge Street, Suite 3101
P.O. Box 3
Toronto, ON M5B 2L7
Our ombudsman will launch his own investigation of the complaint and will advise you in writing of his conclusion.
If you are a resident of Québec and are not satisfied with the outcome or with the examination of the complaint, you can at any time ask that your file be transferred to the Autorité des marchés financiers (AMF). Following the transfer, the AMF will examine the file and, if deemed appropriate, may offer dispute resolution services. Note that the filing of a complaint with the AMF does not interrupt the prescriptive period for civil remedies.
If you are a resident of Alberta or British Columbia and your complaint has not been resolved by LAWPRO’s Ombudsman, you may contact the General Insurance OmbudService (GIO). The GIO is an independent organization that was created with the sole purpose of helping applicable consumers resolve disputes or concerns with their insurer. You may contact the GIO as follows:
While your constructive criticism goes a long way to helping us improve, we also invite you to share your compliments. Your positive feedback lets us know what we’re doing right and reinforces our strong commitment to you.
If you have had a positive experience with a particular member of our staff we invite you to pass the information along so we can share the encouragement with our staff.
Version: June 13, 2019
1. Assurance LAWPRO is a registered name used in Québec by Lawyers’ Professional Indemnity Company.