You have feedback, we listen
Your concerns are our priorities.
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.
For our policyholders in Quebec, 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.
For issues in Quebec, the Autorité des marchés financiers (AMF) provides assistance to consumers of financial products and services.
The Financial Consumer Agency of Canada (FCAC) is an independent body working to protect consumers of financial products and services.
The 5 minutes to get insured is based on the average Sonnet customer experience.