Claim Complaint Handling Process
Progressive (Pacific) Home Warranty is committed to treating all our customers fairly, consistently and respectfully in a timely manner.
If you have a concern about your claim or our service, we want to hear from you. Our Claim Complaint Handling Process outlines steps available to resolve concerns and complaints.
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 readily available including your policy number so we can better serve you. We will do our best to answer your questions, further explain coverage decisions and work with you to resolve concerns.
Step 1: Contact your Claims Representative
Concerns can often be addressed and resolved by the Claims Representative assigned to your claim within a reasonable timeline. Outline your concerns to the Claims Representative assigned to your claim and the outcome you are seeking.
Step 2: Escalate to Claims Management
If you remain dissatisfied with the outcome, ask to have your claim reviewed by Claims Management. We also request that you submit your concerns in writing. Please forward your concerns along with details of the outcome you are seeking to (firstname.lastname@example.org or email@example.com) with the subject heading “Claim Review and Claim Number”, copying your Claims Representative.
The Claims Manager assigned to your file will send you acknowledgement within 5 business days of receiving the escalation and commence a review of your concerns. A further response will be provided within 10 business days of acknowledgement. If additional information is required, you will be informed and updated until the review has been completed.
Step 3: Escalate to the Insurer
If after following all of the above, you are still not satisfied, you can escalate your complaint to the Insurer directly. Please review your Policy Declaration Page or your claim letter(s) to correctly identify your Insurer. If you cannot identify your policy’s Insurer, your Claims Representative or the Claims Manager can provide further assistance.
A. Escalate to Echelon Insurance:
- Echelon Insurance Claims Specialist – Customer Experience. Please forward your concerns along with details and the outcome you are seeking to firstname.lastname@example.org with your claim number in the subject line. A Customer Experience representative will respond directly to you within 3 business days and commence a review of your concerns.
- Echelon Insurance Ombudsperson’s Office. You are encouraged to follow the step above before contacting the Ombudsperson’s Office. If, however, you remain dissatisfied with the result please refer to Echelon Insurance Customer Complaints, Step 3 (Ombudsperson’s Office) in the following link – Click Here
B. Escalate to Trisura:
- Trisura Complaint Handling Policy – Click Here for details.
The following options may also remain available:
You may request the formal dispute resolution process (DRP) set out in Section 519 of the Insurance Act, your policy, and your claim letters. Your Claims Representative or Claims Management will be able to provide you with more details on the process and the Proof of Loss (POL) from.
You may request the formal dispute resolution process (Mediation) set out in the Homeowner Protection Act and Regulation, your policy, and your claim letters. Your Claims Representative or Claim Management will be able to provide you with more details on the process. BC Housing also provides additional information on Warranty Complaints that can be found at:
For All Insurance Policies:
If you remain dissatisfied with the outcome of the claim review by the Insurer, you may consider the following option:
You may contact the General Insurance OmbudService (GIO), which aims to resolve differences between insurance companies and the insured. The GIO is an independent dispute resolution service. The GIO will determine if your concern falls within their mandate or not. The GIO does not provide any type of compensation and its services are non-binding. The GIO can be reached at:
General Insurance OmbudService