HUB International Limited

Dear Sir, Madam:

The above noted complaint is something we have been working in good faith to resolve with the author of the complaint for some time. The gentleman who lodged this complaint is the intermediary for the actual real estate owner who is domiciled outside of Canada and made the original arrangements for insurance. This intermediary did not act to resolve the issue with our representative, *** (Mr. *** being no longer in the employ of our company), in fact demonstrated a good deal of indifference (suggested we chase the owner if we wished to be paid). While I am currently seeking further detail regarding this issue, our representative tells me that yesterday he was in contact with the author of the complaint who acknowledged his failure to comply with a number of requests we made for additional information which would have been key to the resolution of the issue. He agreed yesterday to pay the outstanding balance. Had we known of the complaint then, we would have addressed that too!

My question is: If he follows through with these actions, may we insist with this gentleman that the complaint be withdrawn or must we see the complaint through with ***? If we pursue this to its conclusion, it would involve disclosure of some information which might embarrass this gentleman (even if names are withheld).

I look forward to your thoughts,

Advocacy. Tailored Insurance Solutions. Peace of Mind.

Yesterday the complaint author came to our office to meet with our representative and we quickly came to the realization that my previous email outlining our respective positions will not in the final analysis to fruition as outlined and expected.

Events leading to our current position read as follows:

- We mailed the renewal insurance policy and invoice in question to the address on file on May 29th, over 30 days prior to renewal, enabling the Insured to view insurance conditions well before the renewal date. If deemed unacceptable or if they wish to insure elsewhere, they had the 30 + days to do so. We received no instruction regarding nonrenewal.

- As a courtesy, when possible we follow up with a call with the client, but it is not an obligation or necessary to ensuring that coverage is in place.

- In the event that the renewal is not required, the client need only confirm in writing (named Insured not representative) of the nonrenewal requirement. We received no such notice.

- In the event that the Insured overlooked or forgot to advise us that insurance was placed elsewhere and renewal not required, we require a signed Lost Policy Voucher (which we provide) and proof of the placement of insurance elsewhere, usually in the form of the front or declaration page of the new policy. With these documents in hand, we can have the policy retroactively cancelled with no fees, penalties or premium payable (Industry Practice). This procedure ensures that there is no gap in cover at any time and generates no additional cost to the client. Note: Ensuring that there are no gaps in policy periods we eliminate not only gaps in property insurance but as importantly liability insurance, where claims can be lodged years after the policy expires.

- October 4, 2019, our representative called the author of the complaint (Client’s representative) seeking payment. In this conversation, we were advised that the house was being sold. We were supposed to receive the confirmation of sale date to prepare the cancellation of insurance form, which we never received. The client’s representative responded and confirmed that he did not receive our documentation and that he found more competitive insurance elsewhere. Our representative then asked when the insurance was placed elsewhere so we could prepare the LPV or cancellation request form, which we would then ask him to sign and to forward proof of the new policy in force.

- November 20th 2019, not having received payment, our employee sent an email to the client’s representative enquiring about payment and advising of potential cancellation for nonpayment. We asked also asked about other existing insurance for which we were expecting paperwork to proceed with cancellation, effective the date insurance was placed with the new insurance company.

- November 21, the client’s representative responded that the insurance was indeed placed elsewhere and stated that it was discussed with us the previous month.

- November 27: We sent an email requesting information about other insurance so that we could prepare the cancellation documentation, to which we did not receive response;

- Following this response we advised the current carrier through our office of the nonpayment situation which triggered the cancellation for nonpayment process. Accordingly a registered letter was sent to the client by the insurer providing an additional 15 days resulting in a lapse of coverage December 27, 2019. Not having received any response from the client we referred the matter to a collection agency in February 2020.

- February 21, the client’s representative called us to complain about the collection agency situation. We advised that we could still work with him to resolve the situation, again subject to receiving necessary documentation, with a supporting email after the conversation.

- March 2nd, the client’s representative called us to advise that the house owner (his client) advised that there had never been other insurance, as the house was mortgage free he felt no necessity to insure, asking us to request of the collection agency to give him a few more days to pay as this would maybe have to come from his own pocket. We complied, spoke with the collection agency and he was given until March 6th.

- March 4rth: The insured’s representative came to our office and in spite of telling us there was no other insurance in force, presented us with a document from another carrier. Our representative advised that as the document was without the insurer logo (highly irregular) or any other identifying characteristics other than the text on the page we advised that it is highly unlikely that the document will be accepted by the insurer and premium credited. We advised that the document would nevertheless be submitted on his behalf and we would let the insurer decide. We prepared the cancellation document for him to sign and return. However the client’s representative took back his document leaving us with nothing to file on his behalf. He left our office clearly dissatisfied with our meeting.

- March 5th: We forwarded an email showing the client’s representative an example of an acceptable proof of insurance document and requested once again that he sign the cancellation form. He responded that he will get back to us.

My previous correspondence underlined a resolution for this Friday which clearly changed and as such thought it best to provide as much detail as possible to clarify our position with this complaint. We are of course available and willing to work on his behalf to ensure an acceptable outcome however given the changing narrative and lack of reliable documentation we still await the client’s representative for supporting information and documentation.

Best regards