At Assurance LAWPRO (“LAWPRO”) we take pride in our commitment to excellence in customer service. We aim to provide you – our customers – with products and services that meet the highest standards, and to continually improve relationships with you.

If you believe that we have fallen short of this standard, we encourage you to tell us about it. Our complaint handling protocol has been put in place to ensure we identify any need for improvement and continue to provide you with service you have come to expect.

For the purposes of this protocol, a complaint is any reproach or dissatisfaction in respect of a service or product offered by LAWPRO. Complaints do not include:

• a request made for information or materials in respect of a product or service offered by LAWPRO;
• a request for access or rectification made in accordance with the Act respecting the protection of personal information in the private sector (chapter P-39.1);
• a claim for an indemnity or any other insurance claim;
• a request for correction of a clerical error or mistake in calculation; and
• communication of a comment or feedback.

Step 1

We will be happy to hear from you in the manner that is most convenient for you:

By phone: 416-598-5800 or 1-800-410-1013
By Fax: 416-599-8341 or 1-800-286-7639

By Mail:

250 Yonge Street
Suite 3101, P.O. Box 3
Toronto Ontario
M5B 2L7

By email: [email protected]

Please try and address your concern with the person currently dealing with your LAWPRO business or issue – for example, a claims examiner & Counsel, an underwriter or a Program Coordinator.

Please include your contact details, any relevant file information, application reference number and whether you have a preferred method of communication. In some cases, we may ask you to put your concerns in writing, to ensure that we understand the full scope of your issue.

You may also fill out the complaint form developed by the Autorité des marchés financiers (AMF), which you can access here and provide it to the person currently dealing with your LAWPRO business or issue.

If you have trouble expressing your complaint or managing this complaint protocol, you have the right to obtain assistance from LAWPRO.

Step 2

If your initial complaint is not resolved to your satisfaction, please request that it be escalated to the relevant Department Head. The Department Head will investigate the matter and respond to you within 20 days of your initial complaint.

Step 3

Occasionally, a complaint cannot be resolved in the manner noted above. If this is the case, you may contact the LAWPRO Complaints Officer as follows:

Mr. Stephen R. Freedman
Complaints Officer
250 Yonge Street, Suite 3101
P.O. Box 3
Toronto, ON M5B 2L7
Phone: 416-598-5800
Fax: 416-599-8341
[email protected]

Our Complaints Officer will launch his own investigation of the complaint and will advise you, in writing, of his conclusion within 60 days of your initial complaint. In rare circumstances, it may take longer to investigate and evaluate your complaint, as, for example, the Complaints Officer may have to retain the services of third parties to assist him. In these cases, the Complaints Officer will provide you with his conclusion within 90 days.

AMF

If you are not satisfied with the outcome or with the examination of the complaint, you have the right, at any time, to ask that your file be transferred to the AMF. Following the transfer, the AMF will examine the file and, if deemed appropriate, may offer dispute resolution services. If you wish to have the file transferred to the AMF, please make your request, in writing, with the LAWPRO staff member who you are dealing with.

Registry
Every complaint, along with supporting documentation, will be added to our database/registry. The complaint records in this database/registry will be retained in accordance with our Records Management Policy.

Questions
If you have any questions about this protocol, please forward them to [email protected].

Version Date: July 1, 2025