Customer Relationship Management
At Peace Hills Insurance we expect all customers to experience professional, positive relationships with our staff and representatives. Occasionally, your experience may leave you feeling that you have been treated unfairly or there may be a misunderstanding that needs to be resolved. We want to know when these situations arise and work together to resolve them.
If you are not satisfied with the product or service you have received from us, our Ombudsperson will act as a liaison to help resolve any issues or provide the next steps to follow should your situation remain unresolved.
To ensure your situation is handled as efficiently as possible in a timely fashion, please follow these steps:
1. Talk to your independent broker representative
Your broker representative is a qualified, licensed industry professional who can provide information about your policy and is always your best first contact to assist in addressing your concern. In order to speed up the process please have your policy or claim number handy, any supporting documents and details, including the name of our employee(s) or representative(s) you may have dealt with.
If your concern involves a claim, your broker representative can review your concern with your Claims Adjuster.
2. Involve our Department Supervisor or Manager
If a resolution is not reached with the assistance of your broker request to be directed to the appropriate Supervisor or Manager who is in the best position to help you.
3. Escalation to Peace Hills Ombudsperson
Our Ombudsperson can only review your concerns after Steps 1 and 2 have been completed.
If you remain dissatisfied after speaking with our Department Supervisor or Manager it’s time to contact our Ombudsperson. Please submit an email quoting your concerns and policy number to Ombudsperson@phgic.com.
Our Ombudsperson will conduct an independent, impartial investigation of your concern and act as a liaison to determine what, if any, resolution can be offered. The Ombudsperson will explain any misconceptions and help to clarify the final position of the company. For concerns not easily resolved, you will be provided with a formal written response, usually within 30 business days. If we are unable to meet this deadline, we will let you know why and when you can expect a response. The Ombudperson’s written response will outline the next steps to follow should your concern remain unresolved to your satisfaction.
When the Ombudsperson has completed their investigation and provided you with a written response, your file will be considered closed. Your file will not be reopened unless you present relevant, new information or documentation for further consideration.
4. Referral to General Insurance OmbudService (GIO)
If you remain dissatisfied following our Ombudperson’s response, the next step is to seek assistance from the General Insurance OmbudService (GIO). This is a free, neutral, federal agency, created in 2002, that may be able to help you find a resolution. Their services are available to any home, auto or business insurance policyholder anywhere in Canada. Contact them by phone at 1-877-225-0446 or via their website, www.giocanada.org.
The following issues are beyond the scope of the GIO:
⪧ The cost of insurance and rates. (In Alberta only, GIO assists policyholders in resolving complaints about auto premiums in accordance with provincial legislation);
⪧ The availability of insurance
⪧ Dispute settlement procedures as required by law or designated regulatory authorities
⪧ Matters that have been or are currently before the courts
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