Customer Complaints and Accessibility Feedback Process

 

DEFINITION OF A COMPLAINT: A statement that a situation is unsatisfactory or unacceptable. A Reportable Complaint is defined as a complaint that is reviewed by a person of the Company specifically designated for that purpose.

 

Our Commitment

NAL Insurance Inc. and its staff are committed to treating all customers with respect, fairness and consideration and to providing accessible goods and services to persons with disabilities.

We recognize that customers may occasionally experience dissatisfaction with our services or encounter barriers when accessing our services, communicating with our staff or participating in our processes. We welcome feedback regarding our services, including feedback about accessibility, and are committed to reviewing concerns and taking appropriate steps to address them.

NAL’s Resolution Approach

In most cases, NAL can resolve a complaint quickly and informally through direct discussion with the customer. Upon receiving a complaint or feedback, NAL will make reasonable efforts to understand the concern and resolve it within an appropriate timeframe.

If the matter cannot be resolved informally, the complaint will be referred to the Manager of the relevant department. The Manager will review the concern, discuss it with the customer and determine what steps may be taken to resolve the issue.

If the Manager is unable to resolve the complaint, the matter may be referred to NAL’s Ombudsman for further review.

Accessibility-related feedback will be reviewed in the same manner as other customer concerns, with consideration given to the accessibility barrier identified and any appropriate steps that may be taken to address it and help prevent similar barriers in the future.

How to Submit a Complaint or Accessibility Feedback

Customers may submit complaints or accessibility-related feedback through any of the following methods:

Mail:
Ombudsman
NAL Insurance Inc.
3200 Wonderland Road South
London, Ontario N6L 1A6

Telephone: 1-800-265-1657
Fax: 1-800-265-3446

Customers are encouraged to describe the nature of their complaint or accessibility concern and provide any relevant information that may assist NAL in reviewing the matter.

Customers are not required to use any particular terminology or format when providing accessibility-related feedback.

Accessibility and Accommodation

NAL is committed to ensuring that our feedback and complaint-handling processes are accessible to persons with disabilities.

Customers who require an accessible format or communication support to provide feedback or participate in the complaint resolution process may contact NAL using the contact information provided above.

Upon request, NAL will provide or arrange for accessible formats and communication supports, in consultation with the individual making the request, taking into account their accessibility needs. These will be provided in a timely manner and at no additional cost, in accordance with applicable accessibility requirements.

NAL welcomes feedback regarding any barriers customers may encounter when accessing our goods, services, communications or customer service processes. Such feedback will be reviewed, and appropriate steps will be considered to address the concerns raised.

Steps Followed in Handling Complaints

  • NAL verifies you are a policy owner or a person authorized to act for the policy owner;
  • NAL clarifies the nature of the complaint, if there was an incident, who was involved and what response you are looking for;
  • NAL investigates the incident by speaking to all parties involved, reviewing files, invoices, notes and other applicable documentation. A confidential complaint file is maintained with NAL and all information related to the complaint is logged. Documentation may include:
    • A copy of the initial complaint letter or phone call,
    • Copy of the acknowledgement letter and date on which the complaint was received,
    • Client’s name and contact information,
    • The name and contact information of any employee or department mentioned in the complaint,
    • The letter informing the client of the decision and reasons for the decision,
    • Other relevant documents,
    • The date the file was closed;
  • All records and information will be maintained in accordance to privacy regulations/requirements;
  • When NAL proposes a resolution to you, they will identify what actions are necessary in order to implement the solution;
  • NAL will confirm you are agreeable to the solution before implementation;
    • If so, the solution will be implemented,
    • If not, then the Manager/Ombudsman will be involved or another solution will be proposed;
  • Once the Ombudsman opens your file, you will receive an acknowledgement receipt of the complaint. The acknowledgement will inform you of the following:
    • the date the complaint was received,
    • the name and contact information of the Ombudsman assigned to help you,
    • the estimated processing time for your complaint,
      • however, all complaints will be processed within 20 business days from the time the complaint file is complete. If necessary, this period may be extended to ensure satisfactory handling of your complaint. You will be kept informed of the progression of the processing of your complaint;
  • NAL records all details of your complaint in their internal system and if requested, documentation of the complaint and resolution can be made available to you.

Where a complaint identifies an accessibility barrier, NAL will consider the circumstances and determine appropriate steps to address the concern.

All complaint records and related information will be maintained in accordance with applicable privacy requirements.

Ombudsman Review

If a complaint remains unresolved after review at the operational and managerial levels, the customer may refer the matter to NAL’s Ombudsman.

Where required, the customer will be asked to submit the complaint in writing to the Ombudsman at the mailing address provided above.

The customer should describe the nature of the complaint, the circumstances giving rise to the concern, the steps already taken to resolve it and the outcome being sought. If the complaint relates to an accessibility barrier or the manner in which accessibility needs were addressed, those concerns should also be identified.

The Ombudsman may contact the customer directly to obtain additional information and will review the matter before communicating the outcome.

If a complaint is submitted directly to the Ombudsman before being addressed at the appropriate operational level, the Ombudsman may record the complaint and refer it back to the relevant department for initial review.

Once the Ombudsman opens a complaint file, the customer will receive an acknowledgement confirming the date the complaint was received, the contact information of the person assigned to the matter and the estimated processing time.

NAL aims to process complaints within 20 business days after the complaint file is complete. Where additional time is required, the customer will be kept informed of the progress of the review.

Accountability and Continuous Improvement

NAL recognizes the importance of reviewing customer feedback to improve its services and practices.

Where appropriate, feedback and complaints may be shared internally, without unnecessary disclosure of personal information, to promote awareness, identify opportunities for improvement and help prevent similar concerns from arising in the future.

NAL will maintain records of complaints and their resolution in accordance with applicable requirements. Documentation relating to a complaint may be made available to the customer upon request, subject to applicable privacy and confidentiality obligations.

If a complaint remains unresolved, customers may also contact the underwriter or service provider responsible for the applicable insurance plan, where appropriate. A list of NAL’s underwriters and service providers is available below:

 

Industrial Alliance Insurance and Financial Services Inc.

Please click here for a copy of Industrial Alliance’s complaint procedure and contact information:

·         English: To File a Complaint | iA Financial Group

·         French: Formuler Une Plainte | iA Groupe financier

 

Green Shield Canada

Please click here for a copy of Green Shield ‘s complaint procedure and contact information:

https://www.greenshield.ca/en-ca/get-in-touch

 

Foresters Financial (Previously known as Unity Life)

Please click here for a copy of Foresters complaint procedure and contact information:

https://www.foresters.com/en/customer-care/how-to-file-a-complaint#gref

 

RSA Group

Please click here for a copy of RSA’s s complaint procedure and contact information:

https://www.rsagroup.ca/customers/customer-service/compliments-complaints