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Frequently asked questions
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Compliments and complaints
- What if I disagree with the settlement of my claim?
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If you don’t agree with the settlement of your claim, make sure to let your adjuster know right away. Your adjuster will try to resolve the issue. As our customer, we want to take care of you.
If you still aren’t satisfied, you can file a complaint.
- How can I provide feedback about your product or service?
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We'd love to hear your feedback! We want to learn from your experience 😍
Share your experience by filling out the form on our Compliments and Complaints page.
- How do I file an official complaint?
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Fill out and submit the feedback form on our Compliments and Complaints page.
You will receive a response within 3 business days with the contact information of a member of our Complaints resolution team, who will handle your concern. Our goal is to have all complaints resolved within 15 business days.
If we are unable to solve your concern or you do not agree with the final decision, you may choose to escalate your complaint.
- How do I report insurance fraud?
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If you are aware of someone who is making false or exaggerated insurance claims, or who is illegally posing as an insurance broker to defraud others, please report it to us.
All tips are anonymous unless you would like to provide your name and contact information to discuss the issue in further detail. Any personal information you provide is collected and protected in accordance with our Privacy Notice.
- Who is the Ombudsman?
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The Ombudsperson is a neutral third party who objectively reviews complaints. They may work with you and Onlia to gather information and investigate the complaint to determine if there is another possible resolution.
- What can I do if the Ombudsperson is unable to help?
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If you are not satisfied after the Ombudsperson’s resolution, then you have the right to have your claim reviewed by the General Insurance OmbudService.