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.
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.
Policy sales and service:
Jas Sandhu, Vice President, Sales
Square One Insurance Services
jas.sandhu@squareone.ca
1.855.331.6933 ext 106
Billing and operations:
Kristina Wheeler, Director, Operations
Square One Insurance Services
kris.wheeler@squareone.ca
1.855.331.6933 ext 104
Home insurance claims:
Wendy McCracken, Manager, Claims
Square One Claims
wendy.mccracken@squareoneclaims.ca
1.855.331.6933 ext 117
Car insurance claims:
James Lee, Manager Personal Lines Auto
james.lee7@zurich.com
416.586.2840
If you raise a concern with the divisional head, then we will:
- confirm within one business day that we have received your concern;
- collect all necessary information to review your file, including any new information that may be required from you or other interested parties; and
- convene a committee of independent management team members, who will 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 committee review to you, within five business days of receiving your concern.
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: www.zurichcanada.com/about-zurich/concerns - 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 service concern submission form below.
Please note that Square One’s complaints officer cannot assist you with:
- investigating, negotiating, or settling your claim. Square One’s complaints officer is not a claims adjuster and cannot investigate, negotiate, or settle any claims, including determining or changing settlement amounts. Square One’s complaints officer can only review your file and supporting documentation to ensure your complaint has been fully, fairly, and properly considered by the claims manager; or
- investigating matters that have been dealt with, or are currently being addressed through, court or a dispute resolution process.
The complaints officer also cannot change company policies, guidelines, and/or practices, including those regarding sales, underwriting, and claims.
The complaints officer is a Square One employee who is responsible for:
- overseeing Square One’s complaints process;
- reviewing your complaint to ensure it has been fully and properly considered; and
- providing you with a letter outlining Square One’s final position and an explanation if your complaint cannot be resolved.
You can also contact the complaints officer if you need assistance with filing your complaint, or if you have questions or want more information about how Square One processes complaints.
When the complaints officer receives a complaint regarding Square One’s product or service (except car insurance claims and legal protection complaints) that has not been satisfactorily resolved after Steps 1 and 2, and for which a final response is expected, we will record the complaint in our complaints register and open a complaint record. The complaints register and complaint records are accessible by Square One staff responsible for processing complaints. We retain information and documentation related to your complaint for the same amount of time we retain your personal information, as set out in our privacy policy.
The complaints officer may refer your complaint to a member of the customer service or claims team (as appropriate) if your complaint has not been reviewed under Step 1 or Step 2, or to Zurich or ARAG if your complaint should be addressed by a member of their team.
Concerns escalated to the complaints officer are usually responded to within ten business days after receipt of all the relevant documentation and materials. For complex complaints or those that require an in-depth investigation, the complaints officer will strive to resolve them as promptly as possible. If we require more time to address your complaint properly, we will advise you of the projected timeline and keep you updated on our progress.
In any event, the complaints officer will provide a final response regarding your complaint within 60 days after receiving the complaint, except under exceptional circumstances. Where there are exceptional circumstances, the complaints officer will advise you of any such circumstances and provide a final response no later than 90 days after receiving the complaint. Exceptional circumstances may include, but are not limited to:
- your complaint requires review of a substantial amount of documentation or an in-depth investigation;
- your complaint is complex and additional time is required to analyze the complaint;
- if we have requested but not received further necessary documentation or information to complete the final response; or
- if there are unforeseeable events beyond Square One’s control, such as natural disaster or other catastrophes.
If we present an offer, we will provide a reasonable amount of time for you to review it, including time to seek advice or make a counteroffer. Once we reach an agreement to resolve your complaint, Square One will fulfil its obligations within 30 days of acceptance, unless we agree upon a different period for your benefit.
You may also advise the complaints officer of any questions or comments regarding our response, or any new information you wish to be considered.
