Protective Insurance Company (“Protective”) prides itself with our commitment  to consistently deliver excellent  customer service and give our insureds the personal attention they deserve.

If you have a complaint, we would appreciate you letting us know and giving us the opportunity to resolve your concerns.  At Protective we take any complaint seriously and promise to address your complaint in a timely and professional manner.  Retaining your confidence and loyalty is key to us.  In order to effectively and efficiently resolve any concerns or complaints in a timely manner, there are 4 steps to resolving your complaint.

Step 1: Let Us Know

If you have a complaint, your first step should be to contact the Protective representative who originally assisted you.  It is often the case that a solution can be reached faster when you speak directly with the person responsible for your business.  If you are represented by a broker or agent you may wish to involve them at this stage.  Explain your circumstances and how you would like the matter resolved.  Please provide details, such as, your name, contact numbers, email address, policy number, specific nature of your complaint, and supporting documents.

If an agreement cannot be reached within a timeframe acceptable to you, you should proceed to Step 2 of the complaints process.

Step 2: Talk to Management

If you are dissatisfied with the response in Step 1 of the complaint process, you can ask to speak to that individual’s manager.  A manager or another senior person directed by management will review the decision and discuss it with you.

If an agreement cannot be reached within a timeframe acceptable to you after management review, you should proceed to Step 3 of the complaints process.

Step 3: Contact Protective's Chief Agent for Canada

If you have gone through the first two steps and remain dissatisfied, you can contact Protective's Chief Agent for Canada:

Matthew Cook
Chief Agent for Canada
Focus Group, Inc.
34 King Street East, Suite 1200 Toronto, Ontario M5C 2X8
Tel: 416-361-1728
Fax: 416-361-6113
Email:  mcook@focusgroupinc.ca

Upon receiving your written request, our Complaint Office will commit to a timeline for resolving your complaint.  If the complaint cannot be addressed within this time period, you will be advised why a delay is necessary and told when you can expect a response.

Following receipt of all information, a final decision letter will be provided to you which will fully explain the results of our investigation and the reasons behind our final decision. If, after Protective has issued its final decision letter, you are dissatisfied with the decision, you may choose to escalate the issue further by obtaining external / independent assistance from one or more of the organizations outlined in Step 4.