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As part of a co-operative, we’re closely connected to our clients
and focused on serving you better. We’ve always listened
to how you feel about the whole insurance experience, and we believe you deserve a say
in the service you get from us. So, back in 1990
we launched the very first Service Review Panel. We're still the only company in Canada who has one.
The Service Review Panel is a group of volunteer clients:
people just like you. They get together to talk about
client issues once they’ve been through our regular service process.
Then they decide how to settle each issue and suggest changes
on how we deal with similar cases in the future. The panellists aren’t insurance experts
and they don’t work in the industry. They’re just people who believe, like we do, in what’s fair.
After all, who better to see things from a client’s point of view
than people who are clients themselves?
Because the issues that get to this stage
are rare, the panels meet every two or three months in four regions across the country.
They look at the facts of each case that both our clients and
The Co-operators supply, including things like police reports
and general observations. They decide if the outcome needs to change.
If it does, then we follow their decision. Any recommendation
they make affects only The Co-operators. For you, the results will either stay the same
or change for the better. The Service Review panel is
an extra level of support to make sure clients are treated fairly.
There’s absolutely no risk to you
when you submit your case. You don't give up any rights, and you can still access
other ways to appeal. The Service Review Panel. It’s a strong voice to ensure
your concerns are heard. It’s one of the things that make us different from
every other insurance company in Canada. And it’s another reason why
The Co-operators is a better place for you.
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