We understand having a complaint can be frustrating, and that you would like your concerns resolved as soon as possible. Rest assured, we will address your complaint in a courteous, professional and timely manner. Similarly, we expect and appreciate our staff will be treated with courtesy, respect and civility during the complaint intake and review process as, when absent, it will hinder our ability to review and respond to your complaint as promptly and effectively as we would like.
Our Complaint Handling & Dispute Resolution Policy outlines the principles, procedures and protocols that we use to deal with complaints.
Customer Complaints
If you have any concerns about your policy, your claim or our service we want to hear from you.
Complaint Definition
A complaint is the expression of at least one of the following three elements:
- A reproach against us;
- The identification of real or potential harm that you have sustained or may sustain; or
- A request for remedial action.
Your complaint must be in writing and will be kept in a separate complaint file.
Informal steps to correct a specific problem are not considered a complaint if the problem is resolved as part of Echelon Insurance’s normal activities.
How to file a complaint
Step 1 Start at the Source – Start with your Broker, Agent, Claim Adjuster or applicable Business Unit and outline your concerns. Often complaints can be addressed and resolved by our Business Unit staff.
Step 2 Escalate to Manager/Supervisor– If you are still dissatisfied with the outcome, you can have your concern escalated to one of our Customer Support Representatives using the online form below.
Within three business days of your submission, you will be contacted by a member of our team acknowledging receipt of your complaint and identifying the Associate responsible for reviewing and addressing your concerns. If the designated Associate cannot resolve your complaint to your satisfaction, they will provide you with a written response within 15 business days of receiving your complaint.
Alternatively, you can reach Echelon’s Customer Support team at 1-833-314-6155. Simply follow the prompts to reach the appropriate team member.
In the event your complaint is related to a Privacy matter, please refer to our Privacy Policy page for additional information and contact details to reach our Privacy Officer.
Step 3 Escalate to Office of the Ombudsperson (“Ombuds Office”)– If your complaint is not resolved to your satisfaction by the Business Unit then your complaint may be escalated to Echelon Ombuds Office. Details of how to contact the Ombuds Office are below.
Please note you are encouraged to follow the first two steps before contacting the Ombuds Office. Before proceeding with any investigation the Ombuds Office will likely direct your complaint to the appropriate Business Unit for their review and response. The Ombuds Office will acknowledge your escalated complaint within 3 business days of receiving it.
When you contact the Ombuds Office please provide your policy or claim number, the specific nature of your complaint, your contact details, any documentation that assists in explaining your complaint and if possible the outcome you are seeking.
Your complaint will be investigated by the Ombuds Office. As part of the investigation they may contact you for more information or documents. You may at any time contact the Ombuds Office to receive an update as to the status of the investigation. The Ombuds Office will try and resolve your complaint in a fair and reasonable manner. However if a resolution cannot be achieved the Ombuds Office will provide you with a written response to your complaint no later than 60 days after your escalated complaint was received.
Office of the Ombudsperson (“Ombuds Office”)
Our Ombuds Office is part of our ongoing commitment to customer service. Their role is to act as an intermediary between you and all departments at Echelon. Upon receipt of an escalated complaint the Ombuds Office will conduct an impartial and transparent investigation to ensure your complaint was addressed fairly and completely.
Please note that the Ombuds Office does not have the authority to reverse or make decisions, the Ombuds Office can however make recommendations in an effort to find an agreeable solution.
You can contact the Ombuds Office by phone, email or regular mail at:
Office of the Ombudsperson
Echelon Insurance
2680 Matheson Blvd East
Suite 300
Mississauga, ON
L4W 0A5
Toll Free: (800) 324-3566 x6053
Phone: (905) 214-6053
Fax: (905) 214-7883
E-mail: ombuds@echeloninsurance.ca
Step 4 External Escalation – If you are dissatisfied with the Echelon’s final response, you may escalate your concern to your provincial insurance regulator or to an independent dispute resolution service.
Echelon Insurance is a member of the General Insurance OmbudService (GIO). GIO acts as an independent dispute resolution service, you can find more details at www.giocanada.org.
Please note that Quebec Customers may ask at any time to transfer the file to the Autorité des marchés financiers (AMF), who provides a complaint process for Quebec clients. You can find more details at www.lautorite.qc.ca