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⊸ Concerns

Complaint Handling Process

At ThinkInsure, we put our customers first by ensuring an exceptional customer service experience by providing convenient and timely expertise to address your insurance needs. However, if we did not meet your expectations and you wish to provide us feedback, please follow the procedure outlined below.

1. Gather your information

  • Compile all details and briefly describe your issue.
  • Provide your policy number, any supporting documentation and timelines.
  • Provide the names of any employees you have dealt with.

2. Contact our Office

When you have a concern or issue, your first point of contact should be with ThinkInsure. This will be the quickest way to resolve your issue. Speak with a licensed broker or email us at customer.service@thinkinsure.ca.

3. Review by the Management Team

If you are not satisfied with the resolution from our office, you can ask to have your issue further reviewed by the Management Team.

4. Escalation to the Principal Broker

If your issue is not resolved by your Insurance Broker and the Management Team, you may escalate your request to file a complaint with the Principal Broker. The Principal Broker acts as the designated complaints officer and will investigate your complaint in a timely manner and provide a response.

5. External Dispute Resolution

If you remain dissatisfied following the investigation and response of the Principal Broker, Registered Insurance Brokers of Ontario can further review your complaint. The Principal Broker will assist Registered Insurance Brokers of Ontario and all applicable regulators in resolving your complaint.

  • Registered Insurance Broker of Ontario (RIBO) regulates independent general insurance brokers in the province of Ontario
  • Financial Services Regulatory Authority of Ontario (FSRA) regulates insurance companies in Ontario including agents and the Life and Health Insurance sector
  • Alberta Insurance Council (AIC) holds jurisdiction to investigate complaints against insurance agents, brokers and agencies who operate in Alberta
  • Insurance Council British Columbia (ICoBC) licenses and regulates insurance agents, salespersons, independent adjusters, agencies and firms

Contact information

Registered Insurance Broker of Ontario (RIBO)
401 Bay Street
Suite 1200, P.O. Box 45
Toronto, ON M5H 2Y4
Toll Free: 1-800-265-3097
Tel: (416) 365-1900 Fax: (416) 365-7664
Review the RIBO complaints process:
https://www.ribo.com/complaints/complaints-discipline-process/
Submit a complaint form online:
https://www.ribo.com/complaints/complaint-form/
Or by email:
complaints@ribo.com

RIBO Complaint Officers will review and contact you within 1-3 business days to assist. You will be informed by RIBO if a formal investigation will be initiated.

Financial Services Regulatory Authority of Ontario (FSRA)
By mail:
25 Sheppard Avenue West
Suite 100
Toronto, ON M2N 6S6
By email:
contactcentre@fsrao.ca
Review the FSRA complaints process:
https://www.fsrao.ca/submit-complaint-fsra

Alberta Insurance Council (AIC)
To submit a complaint about an insurance agent, broker, or independent adjuster, complaints@abcouncil.ab.ca or use the form found here.

Insurance Council of BC (ICoBC)
By mail:
c/o Practice and Quality Assurance Department
1400-745 Thurlow Street
Vancouver, BC V6E 0C5
By email:
practice@insurancecouncilofbc.com,
Review the ICoBC complaints process:
https://www.insurancecouncilofbc.com/consumer-information/making-a-complaint/