Service concerns

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:

1. Car insurance claims
   Please contact Zurich Canada’s complaints officer at: complaints.officer.zurich.canada@zurich.com or via the resolution process outlined at: https://www.zurichcanada.com/about-zurich/concerns
2. 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

3. 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
   Email: legal@squareone.ca

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.

When escalating your concern to the complaints officer, we ask that you do so in writing by email or mail. Please include the following information in your communication:

1. Your name and contact information.
2. Your quote, policy or claim number.
3. A summary of your concern and what remains unaddressed.
4. Any documentation that you would like reviewed.
5. The outcome that you want.

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.

Residents of Québec

While the above processes apply to all customers, the below processes apply specifically to Québec customers.

Once your file is entered in our complaints register, we will acknowledge receipt in writing within 10 days of receiving your complaint and inform you of your complaint registration date as soon as possible.

Québec customers may also file their complaint using the complaint form provided by the Autorité des marchés financiers (AMF). The AMF is the financial services regulator for Québec.

AMF forms:

• English form
• French form

For each complaint, we create a record with all the information or documents required for processing your complaint. If you are not satisfied with the outcome of your complaint or its handling by the complaints officer, you may request that your complaint record be examined by the AMF. We will then transfer your complaint record to the AMF within 15 days of receiving your request. The AMF can also assist with voluntary mediation services. You can contact them at:

1.877.525.0337
information@lautorite.qc.ca
www.lautorite.qc.ca

Simplified process

Square One may follow a simplified process for complaints that can be resolved to the client’s satisfaction within 20 days (when you accept our proposed solution or when the explanation is sufficient to resolve your complaint).

Under the simplified process, your complaint may be referred to a member of our customer service or claims team. Your complaint may be handled informally or verbally.

If we are unable to resolve your complaint according to this process or if the nature or complexity of your complaint does not suit the simplified process, then the complaint is processed according to the following steps:

• we acknowledge receipt of your complaint in writing;
• we analyze the complaint and contact you for additional information if necessary;
• we provide a written final response within 60 days, which will explain how your complaint was analyzed and if applicable, the proposed solution; and
• in the event we determine that additional time is required to analyze your complaint, we may take up to an additional 30 days (for the total of 90 days). We will notify you in writing indicating the circumstances warranting an extension and the extension period.

The time that we take trying to resolve your complaint under the simplified process does not affect our obligation to provide you with our written final response within the required time period.

Accessibility

Square One is committed to ensuring equal access and participation for persons with disabilities. Learn more about our commitment to accessibility.