We are committed to always putting you first throughout the customer journey. If you feel you have not been treated in this way or if you want to share with us your experience, good or bad, we’d love to hear from you.
We treat all customer feedback and concerns with the highest priority. If you have any complaint about our service or products, please reach out to us either through your servicing agent or one of the channels listed below.
How to Contact Us?
We always welcome feedback from our customers. Your comments will help us better understand our customers’ expectations, and give us the insights we need to develop products and services to truly meet your needs.
Compliment – "Your contact center representative was very knowledgeable and helped answer my policy question in less than 5 minutes!"
Complaint – "I would like to know why my claim is taking so long to process? I was expecting an outcome 2 days ago."
Our goal is to give you an answer when you first contact us; however, there may be instances when we need to investigate the circumstances surrounding the issue raised by you. We have laid out the process and provided typical turnaround times . In most cases, we will be able to respond within these targets, but the actual time and procedures required will depend on the case and product we are handling.
Your concerns are our concerns - it is best for you to contact us as soon as you feel something isn’t meeting your expectations.
Anonymous complaints are investigated; however, if there is insufficient information, we may decide not to pursue your complaint.
As soon as a complaint reaches our Contact Center, our customer service officers will work to resolve your concern as quickly as possible. If they are unable to resolve the issue after 2 business days, our Customer Resolution Unit will be called upon to lead the process.