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.

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. Contact our 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. Report a complaint to our Ombudsperson

If your concern remains unresolved, it’s time to contact our Ombudsperson directly. Our Ombudsperson can only review your complaint if you’ve attempted to resolve it through the steps above first.

Contact the Ombudsperson

Mail:
Office of the Ombudsperson
111 Westmount Road South, P.O. Box 2000
Waterloo, ON N2J 4S4

Email:
Email the Ombudsperson

Phone:
1-844-766-6388

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 www.lautorite.qc.ca for additional information or write to the AMF at 800 Rue du Square-Victoria 22e étage, Montréal, QC H4Z 1A1.  Their toll-free number is 1-877-525-0337.

Common questions about the complaints process
What information should I have when I first contact Sonnet?

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.
Who is the Ombudsperson?

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.

What information should I have when I contact the Ombudsperson?

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.
When is the Ombudsperson unable to help?

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.
What if I’m still unsatisfied with the decision of the Ombudsperson?

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 | www.giocanada.org

For issues in Quebec, the Autorité des marchés financiers (AMF) provides assistance to consumers of financial products and services.
1-877-525-0377 | www.lautorite.qc.ca

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

The 5 minutes to get insured is based on the average Sonnet customer experience.