Compliments and Complaints
Paying a
Compliment or Making a Complaint
Compliments
or Complaints to United Commercial Travelers (UCT)
We want to
hear from you. If you have been pleased with our service – make our day and
tell us about it. Just as important though, if you have a problem we want to
help resolve it.
To share a
concern or compliment about your experience with us – contact us by telephone,
email or mail.
Toll-free: 1 888-441-4558
Email: cservicecn@uct.org
Mail:
United Commercial Travelers, Compliments &
Complaints
916 The East
Mall
Toronto, Ontario
M9B 6K1
Paying us a
Compliment
Positive
feedback means the world to us. Everyone enjoys being appreciated, but your
compliment also confirms that we are on the right track when it comes to
looking after your insurance needs. If you have a “happy” UCT experience you
would like to recognize please tell us about it. We’ll be sure to share your
feedback with our entire team.
Making a
Complaint
If you have a
complaint, we want to address it in an effective and professional way. We have
a step-by-step process for acknowledging and addressing your concern. Following
these steps, will help resolve your complaint as swiftly as possible.
·
Step 1: Tell us about your
experience
·
Step 2: Request Management
Review
·
Step 3: Complaints Officer
Review
·
Step 4: External Resources
Step 1: Tell
us about your experience
Most of the
time concerns and issues can be resolved by contacting a UCT Member Service
Representative:
Toll-free: 1 888-441-4558
Email: cservicecn@uct.org
United Commercial Travelers, Compliments & Complaints
916 The East
Mall
Toronto, Ontario
M9B 6K1
At UCT we
are happy to report on average Member concerns are resolved during the ordinary
course of business and by our “front-line” teams and Member Service
Representatives. We will provide an initial acknowledgement of your inquiry
within 1 business day. Depending on the nature and complexity of the issue, in
general we are able to agree upon a resolution within 10 business days or less
Step 2:
Request Management Review
If the first
path of action has not resolved the issue to your satisfaction your next step
is to contact a Manager specific to the nature of your concern. Each Service
Team has a Manager who can re-assess the situation, consult their team members,
and review the file and any actions or decisions that were taken.
To help
direct your concern, here is a list of our Service Teams:
·
Sales & Service
·
Underwriting
·
Policy Administration
Step 3:
Appeal to Our Complaints Officer
If your
problem remains unresolved we ask that you write to the UCT Complaints Officer
for an independent review. The UCT Complaints Officer only reviews the issue
after you have received a response from the first two steps. Your letter should
explain the problem and why you believe the first two steps have not adequately
resolved the issue to your satisfaction. UCT has appointed a Complaints
Officer/Ombudsperson as required by FSCO and the AMF to oversee Complaints.
United Commercial Travelers, Complaints Officer
916 The East Mall
Toronto, Ontario
M9B 6K1
Email: cservicecn@uct.org
Toll-free: 1 888-441-4558
Step 4:
Pursue an External Resource
After
following these steps for making a complaint, if you are dissatisfied, the
OmbudService for Life and Health Insurance (OLHI) is an external resource
available to you.
OmbudService for Life and Health Insurance (OLHI)
401 Bay
Street, Suite 1507
P.O. Box 7
Toronto, Ontario
M5H 2Y2
Telephone:
416 777-9002
Toll-free: 1
888 295-8112
Website: www.olhi.ca