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Complaints

Your feedback is important to us.

Hagelunie aims to provide high quality insurance products and services to its clients.
Feedback from clients will help Hagelunie to understand customer needs and how Hagelunie can improve its service levels and day-to-day operations. If you have a concern, we want to work with you to find an appropriate resolution.

Do you have a complaint?

If you have a complaint about our services or products, please take the following steps:

1. Speak to your advisor

The broker should be your first point of contact. They are a licensed insurance professional and may be able to provide clarification prior to bringing your concern to the Hagelunie Complaints Officer.

2. Contact Hagelunie

If your concern remains unresolved by contacting the broker or the complaint is about the broker, contact the Complaints Officer of Hagelunie directly:

Hagelunie
Fernand Vartanian
1706 Avenue Road Suite #5
Toronto, Ontario
M5M 3Y6
fernand@vartanianlawfirm.com

Hagelunie can work with customers on many concerns; however, assistance in the following areas cannot be provided:

  • cost of insurance and rates;
  • availability of insurance;
  • dispute settlement procedures as required by law or designated regulatory authorities;
  • matters that have been, or are, before the courts.

Hagelunie will provide you with a first substantive reaction within 5 business days.

What to expect from the Hagelunie’s investigation:

  • We may contact you for additional information.
  • We will provide you with updates on our investigation as it is in progress.
  • We will advise you of any actions or recommendations we have made concerning your complaint.
  • We will provide you with a final response immediately following the completion of the investigation.

3. Independent Dispute Resolution

If your concerns have not been addressed after receiving a final position from Hagelunie, you can pursue your complaint further with the appropriate regulatory and industry bodies available to you.

General Insurance Ombudservice (GIO)

Hagelunie is a member of the GIO. The General Insurance OmbudService (GIO) is a free, neutral, federal agency that may assist you in finding a resolution. They can be contacted via their website at www.giocanada.org. Or toll free at the following numbers:

  • 1.800.565.7189 (Atlantic Provinces)
  • 1.800.361.5131 (Quebec)
  • 1.877.225.0446 (Ontario)
  • 1.888.421.4212 (Western Canada & the Territories)

For issues affecting persons resident in the Province of Quebec, the Autorité des marchés financiers (AMF) may be able to help. The AMF is a regulatory body established by the Province of Quebec. AMF’s telephone number is 1-877-525-0337. You can learn more about the AMF on their website: www.lautorite.qc.ca.

Financial Consumer Agency of Canada (FCAC)

If you have concerns regarding financial transactions you may also contact the Financial Consumer Agency of Canada, using the following coordinates:

website: www.fcac-acfc.gc.ca
telephone (English language): 1-866-461-3222
telephone (French language): 1-866-461-2232
fax: 1-866-814-2224
mail: Financial Consumer Agency of Canada (FCAC), 427 Laurier Avenue West, 6th Floor, Ottawa, Ontario K1R 1B9