Service concerns
Delivering excellent customer service is important to us. We do, however, make mistakes from time-to-time. If your expectations aren’t met, then we want to know. You have our commitment that we will investigate your concern and do our best to resolve it.
Continue reading to learn more about the steps to take if you have a service concern, how we sell and service home and car insurance policies, and how we approach accessibility.
Square One and insurance policies
Insurance is sold by Square One Insurance Services (1410-650 W Georgia St, Vancouver, BC V6B 4N8) (“Square One”), as follows:
- Home insurance is underwritten by The Mutual Fire insurance Company of British Columbia (“Mutual Fire”).
- Legal protection insurance is underwritten by HDI Global Specialty SE (“HDI”).
- Car insurance (only sold in Ontario and Quebec) is underwritten by Zurich Insurance Company Ltd (Canadian Branch)(“Zurich”).
In Quebec, Square One is an exclusive agent of Mutual Fire and distributes: (1) legal protection insurance pursuant to a network agreement between Mutual Fire and HDI; and, (2) car insurance pursuant to a network agreement between Mutual Fire and Zurich.
Voice your concern
Tell the person who you are dealing with that you’re unhappy. Please voice your specific concern and, if possible, what can be done to resolve it. If your request falls within established guidelines, it will be resolved immediately. Otherwise, your request may be referred to a manager for review. In most cases, the manager will review and respond to your request on the same day.
Speak with the divisional head
If your concern is unaddressed after Step 1, then you can escalate it to the divisional head. Listed below is the contact information for each division.
Home insurance policy sales and service:
Jas Sandhu, Vice President, Sales + Service
Square One Insurance Services
jas.sandhu@squareone.ca
1.855.331.6933 ext 106
Car insurance policy sales and service:
Sunny Dhiman, Director, Sales
Square One Insurance Services
sunny.dhiman@squareone.ca
1.855.331.6933 ext 141
Billing and operations:
Kristina Wheeler, Vice President, Operations
Square One Insurance Services
kris.wheeler@squareone.ca
1.855.331.6933 ext 104
Home insurance claims:
Wendy McCracken, Director, Claims
Square One Claims
wendy.mccracken@squareoneclaims.ca
1.855.331.6933 ext 117
Car insurance claims:
James Lee, Manager Personal Lines Auto
Zurich Canada
james.lee7@zurich.com
416.586.2840
If you raise a concern with the divisional head, then we will:
- collect all necessary information to review your file, including any new information that may be required from you or other interested parties; and
- conduct a fresh assessment of your file and determine whether any previous decisions can or should be changed.
We will complete this process and communicate the outcome of this review to you.
Contact the complaints officer
If your concern is still not satisfactorily resolved after Steps 1 and 2, you can contact a complaints officer regarding your dissatisfaction about a product or service, as follows:
- Car insurance claims
Please contact Zurich Canada’s complaints officer at:
complaints.officer.zurich.canada@zurich.com
Or, via the resolution process outlined at:
- Legal protection policy sales, service, or claims
Please contact ARAG’s complaints officer at:
ARAG Legal Solutions Inc.
121 King Street West, Suite 2200
Toronto, Ontario M5H 3T9
Telephone: 1.888.582.5586
Email: customerrelations@arag.ca - Home insurance policy sales, service, or claims
Car insurance policy sales or service (excluding claims)
Please contact Square One’s complaints officer at:
Square One Insurance Services
650 West Georgia Street, Suite 1410
Vancouver, British Columbia V6B 4N8
Complete the submission form below.
Click here for more information about the role of Square One’s complaints officer, how your complaint is processed, and how Square One handles certain complaints within Quebec.
Contact the insurer
- Home insurance policies
Ombudsperson
The Mutual Fire Insurance Company of British Columbia
9366 200A Street
Langley, BC V1M 4B3
ombudsperson@mutualfirebc.com
www.mutualfirebc.com/ombudsperson - Legal protection insurance policies
Complaints Officer
HDI Global SE Canada Branch
181 University Avenue, Suite 1900
Toronto, ON M5H 3M7
complaints.ca@hdi.global
www.hdi.global/en-ca/about-us/compliance-complaints/ - Car insurance policies
Complaints Officer
Zurich Insurance Company Ltd (Canadian Branch)
100 King Street West, Suite 5500
P.O. Box 290
Toronto, ON M5X 1C9
complaints.officer.zurich.canada@zurich.com
www.zurichcanada.com/en-ca/about-zurich/concerns
