Legal

Complaints Policy

Last updated

At Oneday Insurance TPA, Inc., we take your concerns seriously. If you believe our service, product, or communication has fallen short, here’s how you can file a complaint, and how we will respond.

Our Commitment

We are committed to handling your complaints fairly, promptly, and transparently. Complaints give us a chance to learn, improve, and restore trust. Every complaint is treated with respect, confidentiality, and urgency.

Complaint Handling Procedure

When a complaint is received, we follow this multi-step process:

  1. Acknowledgment
    Within 2 business days, we will acknowledge your complaint in writing (email or letter) and provide you with a reference number, anticipated timeline, and details on how the complaint will be handled.

  2. Investigation & Review
    We will thoroughly investigate your complaint by collecting facts, reviewing documentation, and consulting relevant teams (operations, underwriting, legal). We may request additional information from you to ensure clarity and fairness. In cases involving policy issuance or underwriting, we may coordinate with our partner, Humania Assurance.

  3. Decision & Response
    Within 10 business days of acknowledging your complaint, we aim to provide a substantive response and proposed resolution. If further investigation is needed, we will notify you of the extension and revised timeline.

  4. Escalation / Final Review
    If you are dissatisfied with our response or resolution, you may escalate the matter to a senior manager or executive within Oneday. We will review your case again and issue a final decision.

How to File a Complaint

You may lodge a complaint with us using one of the following methods:

  • By email: support@onedayinsurance.ca

  • By phone: 1-800-655-2795 (Monday to Friday, 9:00 AM to 5:00 PM ET)

  • By mail: Complaints Department, Oneday TPA Inc., 14845 Yonge St, Suite 302, Aurora, ON L4G 6H8

When submitting, please include:

  • Your name, contact details, and policy number (if applicable)

  • A clear description of your complaint (what happened, when, who was involved)

  • Copies of relevant documents or correspondence

Escalation & External Options

If your complaint is not resolved to your satisfaction through our internal process, you may escalate further through the following channels:

  • Provincial insurance regulator: You may file a formal complaint with the insurance regulator in Ontario, British Columbia, Alberta, or New Brunswick (depending on where you live).

  • OmbudService for Life & Health Insurance (OLHI): For unresolved life or health insurance complaints, you can bring your complaint to OLHI.

  • General financial consumer protection: For broader consumer rights or financial issues not covered under insurance-specific routes, you can refer to the Financial Consumer Agency of Canada (FCAC).

  • Other applicable provincial consumer protection agencies: If your concern falls under a provincial consumer protection mandate beyond insurance, you may contact that body in your province.

We will cooperate fully with any regulator or ombudsman while preserving confidentiality and complying with all legal and regulatory obligations.

Timelines, Records & Transparency

  • All complaint correspondence, findings, and decisions are documented in our complaint registry.

  • We aim to resolve most complaints within 30 days unless complexity or external dependency requires additional time, in which case we will inform you of status and revised timelines.

  • A “complaint status update” may be provided upon request.

  • Trends and lessons from complaints are reviewed internally to improve our products, policies, and customer experience.

Commitment to Fairness & Confidentiality

Your complaint will be treated confidentially, shared only on a need-to-know basis within Oneday and handled in accordance with our privacy and confidentiality policy. We commit to impartial review, the person investigating your complaint is not the same person who handled the original matter, whenever feasible.

We will not penalize you for raising a complaint, your policy, coverage, or relationship with us will not suffer as a result of filing a complaint in good faith.

Legal & Regulatory Disclaimer

This Complaints Policy is intended to provide transparency into how Oneday handles customer concerns; it does not create any contractual rights beyond what is already in your policy. In case of conflict between this statement and your insurance contract or applicable laws/regulation, the contract or law prevails.

Contact & Feedback

Have questions about the complaints process or need help filing? Reach out to us:

  • Email: support@onedayinsurance.ca

  • Phone: 1-800-655-2795

  • Mail: Complaints Department, Oneday TPA Inc., 14845 Yonge St, Suite 302, Aurora, ON L4G 6H8

We welcome your feedback on how we handle complaints as we continue to improve. To learn more about coverage options, visit our life insurance resource.