Policy on complaints

Our commitment

Our dedication lies in delivering exceptional customer service and high-quality products to our valued customers. Additionally, we are fully committed to promptly addressing and resolving any concerns or feedback our customers may have about our services and products. We recognize the significance of customer input and perceive complaints as an opportunity to enhance our business operations and transform dissatisfied customers into satisfied ones.
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Rest assured that we value your complaints immensely, treating them with utmost respect, importance, and confidentiality.

PolicyMe and Canadian Premier General Insurance Company adhere to the following principles in conducting our business:

• Engaging in fair competition to ensure the public's access to reasonably priced products and services.
• Presenting product and service advertisements in a transparent and honest manner, while avoiding any practices that may mislead or deceive.
• Crafting contracts that use clear and straightforward language, free from unreasonable restrictions.
• Employing underwriting techniques that are both fair and reliable.
• Accurately and promptly processing all valid claims without imposing unnecessary requirements.
• Ensuring that our sales and service personnel are knowledgeable, skilled, and courteous.
  
• Respecting the privacy of individuals by using their personal information only for its intended purposes and refraining from disclosing it to unauthorized parties.
  

Complaint handling procedure

Once a complaint is received, the following procedure is implemented:

• Within 24 hours, your complaint will be forwarded to the appropriate person.
• You will receive an acknowledgement of your complaint, along with information about the complaint resolution process and your right to escalate the complaint to a third party if it remains unresolved or takes an unreasonable amount of time to resolve.
• If your complaint cannot be resolved or if you choose to escalate it, a supervisor or manager will handle your complaint.
• The supervisor or manager will thoroughly review your complaint and provide you with a written communication outlining the Company's final stance on the matter.

To lodge a complaint

Contact our company

• By mail, Complaints Department, 60 Adelaide St East, Unit 1300, Toronto, ON, M5C 3E4, Canada,
• By phone, +1 (866)-999-7457 from 9AM-5PM EST Monday to Friday.
• By email, info@policyme.com


If you are still not satisfied with the process or response, you may ask our Complaints Department to forward a copy of your file to:

• Quebec residents only: Autorité des marchés financiers au Québec
• All clients: Financial Consumer Agency of Canada