Claims and Complaints

Claims

FILING AN INCIDENT OR CLAIM REPORT IS TIME SENSITIVE. THERE IS A 10 DAY NOTICE FOR PROVIDING A MUNICIPALITY WITH NOTICE OF CERTAIN TYPES OF CLAIMS AND A TWO YEAR LIMITATION PERIOD FOR BRINGING AN ACTION IN RESPECT TO ALL CLAIMS.

All claims regardless of severity or location should be reported. Please access the following Claim Form through your respective IRC Portal account and submit to the following to claims@instantriskcoverage.com. Losses can be reported 24 hours a day/seven days a week. Please include your policy number and insured name, on all correspondence. Our team and associated adjusters will be in contact shortly after submission.

Complaints

We have developed a formal complaint handling protocol in accordance with the Insurance Companies Act of Canada to ensure your concerns as our valued customer are addressed expeditiously by our representatives. This protocol will assist you in understanding the steps we will undertake to help resolve any dispute which may arise with our product or service.

For any complaints or concerns relating to your website experience or the insurance product provided, please first reach out to support@instantriskcoverage.com to resolve the matter with your broker on record.
If the matters remain unresolved or unsatisfactorily resolved please action below according to your coverage obtained.

For all event liability insurance policies:

All complaints will be investigated, acted upon, and responded to in writing or by telephone by a Lloyd’s representative promptly after the receipt of the complaint. If you are not satisfied with our products or services, you can take the following steps to address the issue:

Firstly, please contact the broker who arranged the insurance on your behalf about your concerns so that he or she may have the opportunity to help resolve the situation.
If your broker is unable to help resolve your concerns, we ask that you provide us in writing an outline of your complaint along with the name of your broker and your policy number.

Please forward your complaint to:

Lloyd’s Underwriters
Attention: Complaints Officer:
1155 rue Metcalfe, Suite 2220, Montréal (Québec) H3B 2V6
Tel: 1-877-455-6937
E-mail: info@lloyds.ca

Your complaint will be directed to the appropriate business contact for handling. They will write to you within two business days to acknowledge receipt of your complaint and to let you know when you can expect a full response. If need be, we will also engage internal staff in Lloyd’s Policyholder and Market Assistance Department in London, England, who will respond directly to you, and in the last stages, they will issue a final letter of position on your complaint.

In the event that your concerns are still not addressed to your satisfaction, you have the right to continue your pursuit to have your complaint reviewed by the following organizations:

General Insurance Ombud Service (GIO): assists in the resolution of conflicts between insurance customers and their insurance companies. The GIO can be reached at:
Toll free number: 1-877-225-0446
www.giocanada.org

Financial Consumer Agency of Canada (FCAC): provides consumers with accurate and objective information about financial products and services, and informs Canadians of their rights and responsibilities when dealing with financial institutions. FCAC also ensures compliance with the federal consumer protection laws that apply to banks and federally incorporated trust, loan, and insurance companies. The FCAC does not get involved in individual disputes. The FCAC can be reached at:

Address: 427 Laurier Avenue West, 6th Floor, Ottawa ON K1R 1B9
Contact Information:

Services in English: 1-866-461-FCAC (3222)
Services in French: 1-866-461-ACFC (2232)

Website: www.fcac-acfc.gc.ca