Complaints Policy
1. Purpose and Commitment
At Elevate Underwriting Ltd., we are committed to providing excellent service. However, we recognize that issues may arise from time to time. This Complaints Policy sets out how we receive, handle, investigate and resolve complaints in a fair, consistent and timely manner. Our process is designed to be transparent, accessible and respectful of all parties involved.
2. What Is a Complaint
A complaint is any verbal or written expression of dissatisfaction about our services, products, actions or decisions that has not been resolved satisfactorily through normal service channels. A complaint may include dissatisfaction with customer service, administrative errors, perceived unfair treatment, or other concerns requiring formal review.
3. How to Submit a Complaint
You can submit a complaint in the following ways:
In writing:
By letter or email to our designated Complaints Officer.
Complaints Officer
Elevate Underwriting Inc.
3250 Bloor Street West
East Tower, Suite 600
Toronto, ON, M8X 2X9, Canada
By email:
To our complaints contact email: complaints@elevateuw.ca
By phone:
To our complaints contact number: 647-547-3409; 4
When submitting a complaint, please include:
• your name and contact information
• policy number (if applicable)
• a detailed description of the concern
• relevant dates, documents or communications
• the outcome you are seeking
We encourage you to first attempt to resolve the matter with the individual or department involved, as many concerns can be resolved early and informally.
4. Complaints Officer
A dedicated Complaints Officer oversees the complaints process and ensures that complaints are handled fairly, objectively and impartially; staff are aware of and trained on the complaints process; records are maintained for analysis and improvement; and complainants receive timely updates.
The Complaints Officer’s contact details will be made available on request.
5. Acknowledgement and Timelines
We aim to acknowledge receipt of your complaint promptly (within 2 business days of receiving it).
We will investigate your complaint and strive to provide a final written response within a reasonable timeframe (within 30 days), depending on the nature and complexity of the matter. If additional time is required, we will inform you in writing of the reason for the delay.
6. Investigation and Resolution
Our investigation will be conducted impartially and thoroughly; consider all relevant information and documentation; involve further information requests to you if needed; and result in a clear explanation of our findings and any proposed resolution.
We will communicate the outcome clearly and in writing, including reasons for our decision and any proposed corrective action.
7. Confidentiality and Record Keeping
All complaints and related information will be kept confidential, subject to applicable privacy laws. Complaints records will be maintained internally and may be used to help improve service quality.
8. Escalation and External Review
If you are not satisfied with our final response, you may escalate your complaint to an external dispute resolution body or regulator, such as an industry ombudsman or financial services authority. We will provide information about relevant escalation options upon request.
Policy Review
This Complaints Policy will be reviewed periodically to ensure it remains effective and aligned with best practices.