You have feedback, we listen

Your concerns are our priorities.

Our reputation and your respect are our most valued assets

If you have any concerns, send us a note, reach out to us via chat or give us a call so we can do something about it. Of course, we’re always happy to hear about the good stuff, too! Just head over to the Contact Us page to get in touch.

Have a complaint? We’re here to help

Our goal is to work with you to answer your questions, explain decisions made and find a solution. If you have a complaint about our services or products, please follow the steps below:

Complaints process: Ontario, Alberta, Nova Scotia, New Brunswick, P.E.I., British Columbia

Step 1: Contact the Customer Care Team

Most matters can be dealt with after a single interaction. We listen and make sure your issue is handled quickly and fairly. If your issue requires more time, you’ll get regular updates so you know exactly what’s going on.

Step 2: Escalate your concern

In most cases, we’ll be able to resolve your questions or concerns. If, however, you’re still unsatisfied with the handling of your complaint, you may request for your file to be reviewed by the leadership team.

Step 3: Contact the Customer Dispute Resolution Office

Our Customer Dispute Resolution Office can review your complaint if you have attempted to resolve the matter with our Customer Care Center. If your concern remains unresolved after following the above steps, you may wish to submit a complaint to the Customer Dispute Resolution Office.

You may file a complaint with our Customer Dispute Resolution Office by mail or email at one of the following addresses:


Sonnet Customer Dispute Resolution Office
111 Westmount Road South, PO Box 2000
Waterloo (ON) N2J 4S4
cdro@sonnet.ca

Please describe your situation, explain why you remain unsatisfied after contacting our Customer Care Center, and outline the outcome you are seeking. Be sure to include all relevant documentation or information needed to review your complaint.

The following concerns will not be handled by the Customer Dispute Resolution Office:

• The availability of insurance coverage
• Dispute settlement procedures as required by law or designated authorities
• Matters that have been or are currently before the courts

What will happen next?

Once the Customer Dispute Resolution Office has completed a review of your complaint, you will receive an explanation of the final decision in writing, usually within 30 business days. If we are unable to meet that deadline, we will let you know why and when you can expect a response.

If a resolution is still not achieved, you will be provided a final position letter on behalf of the company which will include next steps to take in the complaint process.

Other resources

If you are not satisfied after receiving the final letter from the Customer Dispute Resolution Office, you can seek the assistance of an independent dispute resolution service or regulator.

General Insurance OmbudService (GIO): The General Insurance OmbudService (GIO) is a national independent dispute resolution service for Canadian consumers of insurance.

1-877-225-0446 | www.giocanada.org


Financial Consumer Agency of Canada: The Financial Consumer Agency of Canada (FCAC) is an independent body working to protect consumers of financial products and services.

1-866-461-3222 | www.fcac-acfc.gc.ca

Complaints process: Québec

Filing a Complaint

What is a complaint?

When a customer expresses disapproval or dissatisfaction about the services or products we offer and wants us to take action to address the situation, we will treat the concern as a complaint. However, concerns related to a claim for indemnity or an insurance claim are not considered complaints until all review avenues available in the claims process have been exhausted.

If you file a complaint, we will do our best to understand what is important to you and respond to your expectations.

How to file a complaint

A complaint about our services or products can be filed in writing by contacting our Customer Dispute Resolution Office directly at one of the addresses below:

Sonnet Customer Dispute Resolution Office
111 Westmount Road South, P.O. Box 2000
Waterloo (ON) N2J 4S4
cdroqc@definity.com

A complaint can also be filed by completing the Complaint Form, made available by the Autorité des marchés financiers (the AMF).

For questions or concerns about how we process complaints, or for assistance with filing your complaint, you can contact us in writing or by calling us at 1-844-766-6388.

Steps in the complaint process

The complaint process starts after you file a complaint following the process described above. We aim to resolve each complaint as quickly as possible.

1. We acknowledge receipt of your complaint

We will acknowledge receipt of your complaint in writing within 10 days of receiving it.

2. We record details of the complaint

For every complaint received, we create a record where all documents and information required for processing the complaint are kept and maintained up to date.

3. We analyze the complaint

We will review your complaint to make sure we understand the situation and the details provided. We may ask you for more information if required.

Where possible, we handle the complaint following our simplified process

Your complaint may be handled through our simplified process. This process is for complaints that we can resolve to your satisfaction within 20 days. We consider a complaint resolved to your satisfaction when you accept our proposed solution or find that our explanations are sufficient to resolve your complaint.

Under the simplified process, your complaint may be handled verbally (e.g., phone call) or in writing.

If we cannot propose a satisfactory solution or provide explanations that are sufficient to resolve your complaint under this process, we will notify you in writing. In such case, your complaint will continue to be processed in accordance with the next steps in our complaint process detailed below.

4. We provide a written final response

In cases where your complaint is not resolved through our simplified process, we provide you with a written final response within 60 days. In our response, we will explain our review of your complaint and what led to our response, and where applicable, the proposed solution to your complaint.

We may require additional time

We may determine that your complaint is taking longer or is more complex to process, and that additional time is required for our analysis. If this is the case, you will be notified in writing of the extension, which will not exceed 30 days.

5. Assessment of the offer and resolution of the complaint

Once received, we encourage you to thoroughly review our response and assess our offer, where applicable. You should seek any advice needed to make an informed decision.

If we reach an agreement with you to resolve your complaint, we will give effect to the offer within 30 days of our agreement unless we agree upon a different time period with you when it is in your interest to do so.

Other resources

If you are not satisfied with our response or processing of your complaint, you have the right to request that we submit your complaint record to the AMF. You may do so by completing a Form to Request the Transfer of a File to the AMF, and submitting your completed form to the Customer Dispute Resolution Office at the contact information listed above. Upon receipt of your request, we will transfer your complaint record to the AMF within 15 days.

You can also seek the assistance of an independent dispute resolution service or regulator:

General Insurance OmbudService (GIO): The General Insurance OmbudService (GIO) is a national independent dispute resolution service for Canadian consumers of insurance.

1-877-225-0446 | www.giocanada.org

• Financial Consumer Agency of Canada: The Financial Consumer Agency of Canada (FCAC) is an independent body working to protect consumers of financial products and services.

1-866-461-3222 | www.fcac-acfc.gc.ca