Policy Holders from Provinces Other Than Quebec: Intact Complaint's
Quebec Policy Holders: For Quebec Customers
Customer Satisfaction: Complaint Handling Protocol
Coast Underwriters Limited is committed to providing consumers with exceptional service. It is important to us that you let us know how we are doing. If you are not satisfied with an action, product or service you have received, you have a right to express your dissatisfaction through the following complaint handling protocol. We want to ensure that your concerns are handled fairly and efficiently.
You may contact us at any time to obtain information on how we process complaints, how to file a complaint or inquiry on the status of a complaint. Consumers may contact us by phone, email, mail or by completing the form from the Autorité des marchés financiers and sent to us, found at the following link: Complaint Form
If you have a general question about your policy, payment, a claim or require a correction please contact your agent, broker or adjuster. Kindly note, that we do not respond to complaints that are involved in a formal dispute resolution process.
Claims
Step 1 – Resolve the Problem at the Source
Speak with a service representative
When you have a concern, we recommend that you start at the source. Speak to the claim adjuster involved. If you are not satisfied, ask to speak to a manager or a supervisor. It is usually quicker and easier to check the facts and find a solution at the point where the problem occurred.
Gather the facts
To speed up the process, we recommend that you have all relevant information handy prior to contacting Coast Underwriters.
The information needed includes:
- details of your complaint,
- your policy and/or claim numbers,
- supporting documents,
- important dates, and
- the names of any employees with whom you have interacted.
If you remain dissatisfied or your concern is not resolved within 20 days at Step 1, the matter will be escalated to our Customer Experience team.
STEP 2 – Contact our Complaints Representative
What you can expect
- Our Complaints Representative will conduct a thorough review of your file and the dissatisfaction you have raised and then provide you with a clear response explaining Coast’s position on the matter within 60 days of the initial receipt of your complaint; however, depending on exceptional circumstances, an additional 30 days may be necessary to complete a thorough review of your file. You will be updated on the progress of your complaint if more time is required.
- Once the Complaints Representative has reviewed your complaint and provided you with a final response, your file will be considered closed. Your file will not be reopened unless you can present new and relevant documentation or facts for further consideration.
- Any further action that can be taken with respect to your concern will be discussed with you and/or forwarded to you in writing.
You may reach the Customer Experience team in the following ways:
- By mail:
Coast Underwriters Limited
2690-650 West Georgia Street
Vancouver, BC V6B 4N7 - By email: [email protected]
- By telephone: +1 604-629-3833
- Or submit a copy of the Autorité des marchés financiers complaint form to us, found at the following link: Complaint Form
Step 3 – Contact an external agency
Contact an external agency
If your complaint is about a claim and has not been resolved by the Customer Experience team, you can contact the General Insurance OmbudService. The General Insurance OmbudService is an independent dispute resolution service available to any home, auto or business insurance policyholder in Canada. You can access their services by phone, mail, e-mail, fax or through their website. There is no charge for their service.
The Complaints Representative will liaise with the General Insurance OmbudService and all applicable provincial and federal regulators in order to resolve the complaint as effectively as possible. Please note that the General Insurance OmbudService does not provide monetary compensation, and its mediation and arbitration services are non-binding.
You may reach the General Insurance OmbudService at:
General Insurance OmbudService
4711 Yonge Street, 10th Floor
Toronto, Ontario
M2N 6K8
1-877-225-0446
www.giocanada.org
You may also ask that a copy of the complaint file be forwarded to the Autorité des marchés financiers.
The Autorité des marchés financiers examines all complaints received and may recommend mediation if deemed advisable and the parties agree. Please note that the Autorité des marchés financiers does not provide monetary compensation with respect to consumer claims (other than cases covered under its specific programs).
Contact the Autorité des marchés financiers:
https://lautorite.qc.ca/en/general-public
Concerns about the Complaint Handling Protocol
If you have a concern about Coast Underwriters’ Complaint Handling Protocol and processes, you may contact the Financial Consumer Agency of Canada. Please note that the Financial Consumer Agency of Canada does not provide redress or compensation and does not become involved in individual disputes.
You may reach the Financial Consumer Agency of Canada at:
Financial Consumer Agency of Canada
6th Floor, Enterprise Building
427 Laurier Ave. West
Ottawa, Ontario K1R 1B9
www.canada.ca/en/financial-consumer-agency
Policy Holders from Provinces Other Than Quebec: Intact Complaint's