In the event of a disagreement, the first step should be for the Insured Member to discuss the 
issue with their Agent or Broker. AXIOM’s Agents and Brokers are licensed to provide you with 
advice relating to our products. The Agent or Broker may be in a position to help to rectify the 
situation.


If after speaking with the Agent or Broker and the issue remains outstanding, the Insured Member 
is encouraged to deal with the department where the issue arises.


If the issue remains unresolved, the Insured Member will be referred to the Complaint Handling 
Protocol. The Protocol is as follows:

The “Company Complaint Officer” (as filed with FSRA) is Shawn R. Durnin.

To activate the Company’s complaint handling process the Insured Member must 
provide a description of his or her complaint to the Company in writing.

Letters of complaint will be reviewed by the “Company Complaint Officer” or 
his/her alternate within a reasonable time of being received at the Company.

The “Company Complaint Officer” will consult with appropriate staff 
representatives and send to the Member a letter outlining the Company’s final 
position within sixty (60) days of the “Company Complaint Officer” review of the 
letter of complaint.

Our goal as a Member-owned, purely mutual company is to treat Members in a 
fair, courteous and timely manner. Time lines mentioned above are minimum 
standards.

This Complaint Handling Protocol does not apply to any situation involving 
litigation by the Member against the Company or where the insured has retained 
legal assistance in that regard.

Complainants who have unresolved complaints will be advised how to contact 
the Office of the Insurance Ombudsman.

Market Regulation Branch
Financial Services Regulatory Authority of Ontario


25 Sheppard Avenue West, Suite 100
Toronto, ON
M2N 6S6
Telephone: (416) 250-7250
Toll Free: 1-800-668-0128
Email: contactcentre@fsrao.ca
Website: FSRA