Complaint Handling Protocol

Important Notice: This complaint-handling process applies only to Progressive Home Warranty (Canada) and Pacific Home Warranty. We are independent Canadian home warranty providers and are not affiliated with Progressive Insurance or any U.S.-based Progressive company. If you are trying to reach Progressive Insurance (U.S.), please visit progressive.com.

Our Commitment

If you have a concern about your claim or our service, we want to hear from you. Our Claim Complaint Handling Process outlines the steps available to help resolve concerns quickly and fairly.

Our claims team is knowledgeable and experienced with Home Warranty Insurance Policies and Limited Warranty Certificates, including coverage, benefits, conditions, exclusions, and limitations. Please have your details and documents ready, including your policy number, so we can better assist you.

Step 1: Contact Your Claims Representative

Most concerns can be addressed and resolved directly with the Claims Representative assigned to your claim. Outline your concern and the outcome you’re seeking and we’ll do our best to explain coverage decisions and work with you toward a resolution.

Step 2: Escalate to Claims Management

If you remain dissatisfied with the outcome, ask for a review by Claims Management. Please submit your concerns in writing and include your claim number in the subject line.

A Claims Manager will acknowledge receipt within 5 business days and begin a review. A further response will be provided within 10 business days. If additional information is needed, you’ll be updated throughout the process.

Step 3: Escalate to the Insurer

A. Echelon Insurance

Email: warrantycomplaints@echeloninsurance.ca
A Customer Experience representative will respond within 3 business days and review your concerns. You may also contact the Echelon Insurance Ombudsperson’s Office if you remain dissatisfied.

B. Trisura Insurance

Please refer to the Trisura Complaint Handling Policy for details.

Additional Options

Alberta

You may request a formal Dispute Resolution Process (DRP) under Section 519 of the Insurance Act. Contact your Claims Representative or Claims Manager for details.

British Columbia

You may request Mediation under the Homeowner Protection Act and Regulation. More information can be found at BC Housing – Warranty Complaints.

For All Insurance Policies

If you remain dissatisfied after escalation to the insurer, you may contact the General Insurance OmbudService (GIO) — an independent dispute resolution service.

Website: www.giocanada.org

Need Help?

If you’re unsure who to contact or how to proceed, reach out to your Claims Representative for guidance.
We are committed to ensuring every concern is reviewed thoroughly and fairly.