Legal & Regulatory
How to Make a Complaint
We welcome your feedback and are committed to reviewing concerns fairly, respectfully and without unnecessary delay.
What can I complain about?
A complaint is any expression of dissatisfaction for which you expect a response or resolution. It may relate to insurance advice, service, policy placement, renewal, cancellation, endorsements, billing, brokerage support during a claim, employee conduct, privacy or confidentiality, accessibility, or another aspect of your dealings with us.
How to contact us
Your broker or local office
Use the contact information shown on your policy documents or the local office information on the SWITCH Insurance website.
Online
Use the contact form at switchbrokernetwork.ca or the relevant local office page at switchinsurance.ca.
Switch Broker Network
7 Grand Avenue South, Suite 112
Cambridge, Ontario N1S 2L3
Tell us if another person is assisting you, or if you need an alternate format, language, communication method or accessibility accommodation.
What to include
- Your name and preferred contact method.
- Your policy, account, insurer, product or claim reference, where applicable.
- A clear description of each concern, important dates and the people involved.
- The outcome you would like.
- Relevant records, sent through a secure method when they contain sensitive information.
- Any urgency, coverage risk, financial hardship, privacy concern or accommodation need.
What we will do
| Acknowledge | We aim to acknowledge your complaint within two business days, or within one business day for urgent or high-risk matters. |
| Confirm and assign | We will confirm the issues, identify who is coordinating the review, and tell you the current target date and update schedule. |
| Review fairly | We will review relevant information, obtain responses from the people or organizations involved, and use an appropriately independent reviewer where needed. |
| Keep you informed | If the review takes longer than expected, we will explain the delay and provide a revised target and further updates. |
| Respond | Our final response will address the issues, explain our findings and reasons, describe any remedy or next step, and identify relevant external options. |
Service targets: routine matters are generally targeted within 5 business days, standard matters within 15 business days, and high-risk or complex matters within 30 business days. Critical matters are handled without unnecessary delay. Timing may vary with complexity, evidence, legal requirements, insurer involvement and specialist direction.
Brokerage concerns and insurer decisions
| Our advice, service or conduct | We will investigate the part within the brokerage's control, including advice, placement, disclosure, communication, documentation and service. |
| An insurer decision | The insurer controls underwriting, policy interpretation, claim adjudication and many payment decisions. We will explain the distinction, help direct the matter to the insurer's complaint process, and continue to address any brokerage-service component. |
| A privacy or security concern | We will involve the Privacy Officer or Information Security as appropriate, contain urgent risk, and provide the applicable privacy recourse in our response. |
External options
You may have the right to contact an external organization. The correct organization depends on your province, product and concern. Our final response will identify the most relevant route.
- Provincial insurance regulator or council information for matters within the applicable regulator's authority.
- Your insurer's complaint office for underwriting, policy interpretation, claim adjudication or settlement decisions.
- General Insurance OmbudService for eligible home, automobile and business insurance disputes after the insurer completes its internal process.
- Office of the Privacy Commissioner of Canada, or the applicable Alberta or British Columbia privacy commissioner, for unresolved privacy concerns.
- Independent legal advice or another lawful remedy where appropriate.
Privacy, confidentiality and fair treatment
- We use and disclose complaint information only as reasonably necessary to review and respond, meet legal or regulatory obligations, protect rights and safety, or as otherwise authorized.
- Access is limited to people who require the information for the review, resolution, oversight or lawful reporting of the matter.
- We consider accessibility, communication, vulnerability and representative needs throughout the process.
- We will not discourage you from contacting an insurer, regulator, privacy commissioner, ombudservice, lawyer, law enforcement body or other lawful recourse.
You may also email info@switchbrokernetwork.ca or use the contact form at switchbrokernetwork.ca. Tell us at the outset if the matter is urgent, if coverage may be affected, or if you require an accommodation.