Welcome to Echelon insurance
Understanding your rights
At Echelon we believe very strongly in open dialogue, transparency, and an informed consumer. Understanding your rights and responsibilities as a consumer is a crucial step in ensuring that you are treated fairly.
Customer Complaints
We understand that having a complaint can be frustrating, and that you would like your concerns resolved as soon as possible. Rest assured, we are committed to addressing your complaint in a courteous, professional, and timely manner. Similarly, we expect you will treat our staff with courtesy, respect, and civility during the complaint process as, absence hinders our ability to review and respond to your complaint as promptly and effectively as we would like.
Our Complaint Handling & Dispute Resolution Policy outlines the principles, procedures, and protocols that we use to deal with complaints. We want to hear from you if you have any concerns about your insurance policy, your insurance claim, or our customer service.
Complaint Definition
All Provinces, excluding Quebec
A complaint is defined as an expression of dissatisfaction about the service or product provided by an insurance provider or intermediary. It may involve, but is differentiated from, a claim (unless relating to the administration of the claim process) and does not include a simple request for information.
For Quebec Residents (also please see Quebec Residents section below)
“Complaint” means any reproach or dissatisfaction in respect of a service or product offered by a financial institution or a financial intermediary where the reproach or dissatisfaction is communicated by a person who is a member of the clientele of the financial institution or financial intermediary, and a final response is expected.
Step 1: Start with your Broker or Business Unit
Please share your concerns with your Broker, Agent, Claim Adjuster, or applicable Business Unit Associate. Our front-line staff can usually help resolve complaints.
If they cannot assist you, an Echelon Associate will pass your issue to the Business Unit Manager or Supervisor for a closer look.
The Business Unit will acknowledge your complaint within five calendar days. If they cannot resolve the issue to your satisfaction, they will respond with their review within 20 days of your complaint.
If you need help contacting the Business Unit or filing a complaint, please reach out to your broker or Echelon’s Customer Support team using the online form below or by calling 1-833-314-6155. Simply follow the prompts to reach the appropriate team member.
To submit a complaint click here
Travel Insurance: Please note, if your complaint refers to Orion Travel Insurance products or services, you will need to contact us at 1-855-674-6684 or on the Orion Travel Insurance Website Contact Us page.
Step 2: Escalate to Appeals and Complaints Officer (Appeals Office)
If the Business Unit does not satisfactorily resolve your complaint, you can escalate it to Echelon’s Appeals and Complaints Officer. Contact details are provided below.
Before contacting the Appeals Office, it is important to complete the initial steps; otherwise, your complaint may be sent back to the Business Unit for further assistance.
When submitting your complaint, include your policy or claim number, a clear description, supporting documents, and the outcome you seek. Detailed submissions help the Appeals Office address your concerns effectively. The Appeals Office will acknowledge receipt of your complaint no later than five calendar days of receipt.
Your complaint will be investigated, and the Appeals Office may reach out for more information. You can also request status updates. If your complaint cannot be resolved, expect a written response within 60 days, or 90 days in exceptional cases.
Travel Insurance: Please note that if your complaint refers to Orion Travel Insurance products or services, please escalate your complaint to the Travel Insurance Appeals Office through the contact information below.
Appeals and Complaints Office (“Appeals Office”)
Our Appeals Office is dedicated to customer service, acting as a bridge between you and all Echelon Business Units. When an escalated complaint is received, they conduct a fair and transparent investigation to address your concerns.
Although the Appeals and Complaints Officer cannot reverse denial or coverage decisions, they strive to offer constructive recommendations that align with your concerns and comply with policy and regulatory provisions.
Step 3: External Escalation
Should you remain dissatisfied with Echelon’s final response, you may escalate your concern to your provincial insurance regulator or an independent dispute resolution service. Echelon Insurance is a member of the General Insurance OmbudService (GIO). GIO helps resolve disputes between insurance companies and their customers regarding insurance issues in Canada (including Quebec). GIO is an independent dispute resolution service that is free of charge and will determine if your issue falls within its mandate. You can find more details at www.giocanada.org.
Quebec Residents Only
You can complete and submit your complaint using the Autorité des marchés financiers (AMF) form. Click here to access the form Complaint Form (lautorite.qc.ca)
Please note that Customers in Quebec may request to transfer their file to the Autorité des marchés financiers (AMF) at any time. The AMF has a complaint process specifically for Quebec clients. For more information, visit www.lautorite.qc.ca.
Once your file is transferred, the AMF will review it and may recommend dispute resolution services if appropriate. Keep in mind transferring your file to the AMF does not interrupt the deadline for pursuing legal remedies in civil courts.
Privacy Matters
In the event your complaint is related to a Privacy matter, please refer to our Privacy Policy page for additional information and contact details to reach our Privacy Officer.
Contact Us
If you require assistance with your complaint, you can contact Echelon’s Customer Support team by phone at:
Toll Free : 1-833-314-6155
| Appeals and Complaints Officer | Orion Appeals and Complaints Officer |
|---|---|
Appeals and Complaints Officer Echelon Insurance 5450 Explorer Drive, Suite 200 Mississauga, Ontario L4W 5N1 Toll Free: (800) 324-3566 x46053 Phone: (905) 214-46053 Fax: (905) 214-7883 | Attention: Travel Insurance Appeals and Complaints Officer Orion Travel Insurance 60 Commerce Valley Drive East Thornhill, Ontario L3T 7P9 Telephone: 905-747-4900 ext. 24923 Direct Line Toll Free: 1-855-674-6684 Email: appealsofficer@OrionTI.ca |
**Kindly note that if the nature of your inquiry is about your coverage or to request a policy change or letter of experience, you will need to contact your Broker’s office directly for assistance.**