Claims
Customer Service Targets
At
SGI we always put the customer first. It is our goal to bring you the best
service possible.
To
meet this objective we have set these targets in the following areas:
Auto
Claims
- Respond
to all new claims within eight hours.
- Provide
drive-in appraisal service within three working days of the claim being
reported.
- Provide
towed vehicle appraisal service within two working days of the claim being
reported.
- Provide
rural claims service within five working days of the claim being reported.
- Provide
detailed explanation of damage to customers whenever possible.
- Pay
all repair accounts within 14 days of receipt of submitted accounts.
- Provide
any additional approvals within one working day.
- Provide
additional information to repairers within two working days of the request.
- Respond
to telephone inquiries within one day of receipt.
- Provide
the customer with an offer of settlement on total loss within two working
days of determining the vehicle is a total loss.
- Ensure
every effort is made to settle claims within the legal confines of The
Automobile Accident Insurance Act (AAIA) and SGI CANADA policy. Ensure
that people not eligible for coverage receive verbal communication prior
to denial of coverage.
If
you feel that we haven’t lived up to our end of the bargain, let us
know. We will be happy to assist you with any problems that arise.
Contact
the Claims Centre nearest you
No
Fault Coverage
- Respond
to all new injury claims the same day.
- Ensure
that injury benefits are fully explained.
- Ensure
that changes to benefits are explained verbally, followed by a letter.
- Reimburse
expenses immediately.
- Ensure
income replacement commences within 14 days of date reported.
- Authorize
recommended rehabilitation and/or treatment expenses for new claims within
one day of initial review.
- Respond
to telephone inquiries the same day received.
- Respond
to written letters within five working days of receipt.
- Visit
hospitalized/immobilized customers within three working days of the claim
being reported.
If
you feel that we haven’t lived up to our end of the bargain, let us
know. We will be happy to assist you with any problems that arise.
Contact
the Claims Centre nearest you
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