SecureMyOffer is committed to 100% customer satisfaction
The information below outlines the complaint handling process for clients in Canada and is designed to put you in touch with the people who can help.
How We Support You
You come first in everything we do. If you have a complaint, we encourage you to let us know and give us the opportunity to resolve the issue. We promise to address your complaint quickly, efficiently and professionally, because retaining your confidence is our first priority.
How We Handle Complaints
SMO’s complaint handling process is comprised of three steps:
- Step 1: Lodging your complaint
- Step 2: Request an appeal
- Step 3: Escalate to the AICC Complaint Liaison Office
Step 1: Lodging Your Complaint
The first step begins when you share your complaint with SecureMyOffer via the Complaints Contact Form, or by calling SMO Connect.
SMO Connect: 1-888-8888
In order to review and assess a concern or complaint as efficiently as possible, please provide:
- Policy number;
- Claim number (if applicable);
- Full contact details (including name, address and telephone number); and
Step 2: Request an Appeal
If your complaint remains unresolved, you may request an appeal by submitting the Complaints Appeal Form or by calling SMO Connect.
SMO Connect: 1-888-8888
Step 3: Escalate to the AICC Complaint Liaison Office
If your complaint is unresolved after following Steps 1 and 2, you may escalate to the AICC Complaint Liaison Office. Read the full guidelines for escalating to the AICC Complaint Liason Office here.
The AICC Complaint Liaison Office can be contacted by:
Mail or courier: 34 King Street East, Suite 1200
Toronto, Ontario, M5C 2X8, Canada
Email: ca.contact@accelins.com
Phone: 1 (866) 479-2813
The AICC will require the same policy number, claim details, contact information and the description of the compliant, as described above.
AICC will acknowledge a concern or complaint within ten (10) working days of receiving it and willseek to resolve a concern or complaint within thirty (30) days of receiving all of the informationnecessary to properly review the substance of the concern or complaint.Following receipt of all the required information, a final position letter will be issued to the consumer in which AICC will set out the findings of its review and the reasons for its decision.