Our goal is to provide excellent service, but we recognize that there may be occasions when you feel we could do better.
We have developed a formal complaint* handling protocol in accordance with the Insurance Companies Act of Canada to ensure your concerns are addressed expeditiously by us. This protocol will assist you in understanding the steps we will undertake to help resolve any dispute which may arise with our product or service.
All complaints will be handled in a professional manner. It is our goal to resolve your complaint as quickly as possible. If we anticipate that your case resolution might take more than 5 business days, we will let you know and explain the reason for the timeframe.
Please follow the steps below to log your complaint with the relevant parties and include your full name, address, and telephone number. In addition to providing the details of your concern, please have your policy or claim number at hand so that we can begin our review as quickly as possible. Zensurance will work very diligently at resolving the problem to your satisfaction.
Step 1: Please Contact Your Claims or Licensed Insurance Representative
The first step is to discuss your complaint directly with the Zensurance representative that arranged your policy.
- Explain the situation, outlining the concerns you may have and how would the matter be resolved.
- Be as detailed as possible by providing information pertinent to the issue, including policy or claim number.
STEP 2: Please Contact our Sales Management
If you still are not satisfied with the handling of your complaint, you can reach our Sales Management at email@example.com, or in writing at:
Zensurance Brokers Inc.
1302-200 University Avenue
Toronto, ON, M5H 3C6
STEP 3: Contact your Insurance Company
Please check your policy document for the name and contact information of your insurance company. Each insurance company has an Ombudsman with whom you can file a complaint.
If your policy is with Lloyd’s Underwriters, you may reach their complaints division at:
Attention: Complaints Officer:
1155 rue Metcalfe, Suite 2220
Montréal (Québec) H3B 2V6
Your complaint will be directed to the appropriate business contact for handling.
They will write to you within two business days to acknowledge receipt of your complaint and to let you know when you can expect a full response. If need be, internal staff in Lloyd’s Policyholder and Market Assistance Department in London, England will be engaged, who will respond directly to you, and in the last stages, they will issue a final letter of position on your complaint.
In the event that your concerns are still not addressed to your satisfaction, you have the right to continue your pursuit to have your complaint reviewed by the General Insurance OmbudService (GIO). The GIO (www.giocanada.org) can be reached at 1-877-225-0446.