You have feedback, we listen
Your concerns are our priorities.
Our reputation and your respect are our most valued assets
Sonnet is an online business. If you have any concerns, please call, send us a note or reach out to us via chat 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 concern? 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 service you received from Sonnet, please follow the steps below:
Step 1.
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. Report a complaint to our Ombudsperson
If your concern remains unresolved, it’s time to contact our Ombudsperson directly.
PLEASE NOTE: Our Ombudsperson can only review your complaint if you’ve attempted to resolve it through the steps above first.
Mail:
Office of the Ombudsperson
111 Westmount Road South, P.O. Box 2000
Waterloo, ON N2J 4S4
Email:
What is a complaint?
A complaint is the expression, by a customer, of one of the following three elements:
- a reproach against Sonnet;
- a real or potential harm that a customer has sustained or may sustain; or
- a request for remedial action.
Please follow the steps below:
Step 1: Expressing your dissatisfaction
If you have questions, comments or wish to make known your dissatisfaction regarding a Sonnet product or service, start by
Step 2: Request a review
If you weren’t satisfied with the answer you received in the previous step, you can request a review of the decision. Your request will be forwarded to someone who holds a senior position and is tasked with analyzing the situation. This individual will contact you to discuss your concerns.
Most issues are resolved at this stage. If that’s not the case and you wish to file a complaint, proceed to the next step.
Step 3: File a complaint
If for any reason your review request wasn’t settled in the previous step, it will be handled by the person at Sonnet in charge of complaint handling.
To file a complaint you may contact the person in charge of complaint handling by mail or by email:
By Mail:
Office of the Ombudsperson
111 Westmount Road South, P.O. Box 2000
Waterloo, ON N2J 4S4
By Email:
The person in charge of complaint handling will then open a complaint file and send an acknowledgment of receipt within 10 days after the complaint has been recorded in the complaints register.
Your complaint file will include the following information:
- Complaint reference number
- Your name and contact information
- A description of the complaint and all documents sent by you
- A copy of the acknowledgement letter
- The outcome of the complaint process (including the analysis and supporting documents)
- A copy of the final position letter with justifying reasons
Autorité des Marchés Financiers:
For our policyholders in Québec, at any time during the complaint process you can ask the Autorité des Marchés Financiers (AMF) to review your file. Please visit
When you get in touch, please have the following items ready for reference:
- Details of your complaint, including your policy and/or claim number(s).
- Any supporting documents and important dates.
- Names of any employees you’ve already spoken to about your concerns.
The role of the Ombudsperson is to carefully and objectively review complaints as a neutral third party, working with you and other departments to gather additional information to better understand your concerns. Our independent investigation will assess if fair practices and processes have been applied and determine what, if any, resolution we can offer.
To properly review and investigate your concerns, it’s important to detail all aspects of your complaint. Please include the following information:
- The reason you feel your concerns have not been resolved after speaking with our Sonnet Customer Care Team (see steps 1 and 2 above).
- Documentation or information that you would like the Ombudsperson to review.
- What you would like to see happen with your request (your desired outcome).
- Summary of your complaint.
- List of unresolved concerns.
Some issues are beyond the control of our Ombudsperson:
- The cost of insurance and rates (outside of Alberta).
- The availability of insurance coverage.
- Dispute settlement procedures as required by law or designated regulatory authorities.
- Matters that have been or are currently before the courts.
If you are still dissatisfied after receiving the final position of Sonnet Insurance Company, you can pursue your complaint further with the appropriate regulatory and industry bodies:
The General Insurance OmbudService (GIO) is a free national independent dispute resolution service for Canadian consumers of insurance that assists consumers with concerns and complaints about home, automobile and business insurance products and services.
1-877-225-0446 |
For issues in Quebec, the Autorité des marchés financiers (AMF) provides assistance to consumers of financial products and services.
1-877-525-0377 |
The Financial Consumer Agency of Canada (FCAC) is an independent body working to protect consumers of financial products and services.
1-866-461-3222 |