Welcome to Echelon insurance

Woman and man working a laptop as an example of our commitment to protecting your rights

Protecting your rights

At Echelon we believe very strongly in open dialogue, transparency, and an informed consumer.
Understanding your rights and responsibilities as a consumer is a crucial step in ensuring that you receive proper protection.

Man with headset at laptop indicating working on customer complaints

Customer Complaints

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. if you have any concerns about your policy, your claim or our service we want to hear from you.

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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.

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.

To submit a complaint click here

Travel Insurance: Please note, if your complaint refers to Orion Travel Insurance products or services, you will need to contact us at 1-855-674-6684 or on the Orion Travel Insurance Website Contact Us page.

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 three 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.

Travel Insurance: Please note that if your complaint refers to Orion Travel Insurance products or services, please escalate your complaint to the Travel Insurance Ombudsperson Office through the contact information below.

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.

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

Contact Us

You can contact Echelon’s Customer Support team by phone at:

Toll Free : 1-833-314-6155

Our Online Complaint Form:

To submit a complaint click here

Office of the Ombudsperson

Echelon Insurance
5450 Explorer Drive, Suite 200
Mississauga, Ontario

L4W 5N1

Toll Free: (800) 324-3566 x6053

Phone: (905) 214-6053

Fax: (905) 214-7883

E-mail: ombuds@echeloninsurance.ca

If your complaint refers to Orion Travel Insurance products or services, please escalate your complaint to the Travel Insurance Ombudsperson Office through the contact information below.

Attention: Travel Insurance Ombudsperson Office

Orion Travel Insurance

60 Commerce Valley Drive East

Thornhill, Ontario

L3T 7P9

Telephone: 905-747-4900 ext. 24923 Direct Line

Toll Free: 1-855-674-6684

Email: Ombudsman@OrionTI.ca

**Kindly note that if the nature of your inquiry is about your coverage or to request a policy change or letter of experience, you will need to contact your broker’s office directly for assistance.**