Our Complaint Handling & Dispute Resolution Policy outlines the principles, procedures and protocols that we use to deal with complaints.
If you have any concerns about your policy, your claim or our service we want to hear from you.
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 continue to be dissatisfied with the outcome, ask to have the matter escalated to the appropriate Manager or Supervisor of the Business Unit. In the case of a complaint related to your Broker, you can request the matter be referred to Echelon Underwriting. The Manager/Supervisor assigned to your file will send you an acknowledgement within 3 business days of receiving the escalation and commence a review of your complaint. If the Business unit cannot resolve your complaint to your satisfaction they will provide you with a written response within 15 days of receiving your complaint.
Step 3 Escalate to Ombudsperson – If your complaint is not resolved to your satisfaction by the Business Unit then your complaint may be escalated to Echelon Ombudsperson. Details of how to contact the Ombudsperson is below.
Please note you are encouraged to follow the first two steps before contacting the Ombudsperson. Before proceeding with any investigation the Ombudsman will likely direct your complaint to the appropriate Business Unit for their review and response. The Ombudsperson will acknowledge your escalated complaint within 3 Business Days of receiving it.
When you contact the Ombudsman 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 Ombudsperson. As part of the investigation they may contact you for more information or documents. You may at any time contact the Ombudsperson to receive an update as to the status of the investigation. The Ombudsperson will try and resolve your complaint in a fair and reasonable manner. However if a resolution can not be achieved the Ombudsman will provide you with a written response to your complaint no later than 60 days after your escalated complaint was received.
Our Ombudsperson 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 Ombudsperson will conduct an impartial and transparent investigation to ensure your complaint was addressed fairly and completely.
Please note that the Ombudsperson does not have the authority to reverse or make decisions, the Ombudsperson can however make recommendations in an effort to find an agreeable solution.
You can contact the Office of the Ombudsman by phone, email or regular mail at:
Office the Ombudsman
2680 Matheson Blvd East
Phone: (800) 324-3566 x6053
Toll Free: (905) 214-6053
Fax: (905) 214-7883
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.