Your Responsibility

You should always enter into the dispute resolution process in good faith, provide required information in a timely manner, and be open to reasonable recommendations.

Your Rights

You have the right to deal with insurance professionals who will exhibit honesty, fairness and professionalism. Your concern will be reviewed in a timely manner and if needed we will provide you with a document outlining our final position. Rest assured that we will protect your personal information through out this process.

The National Service Review Panel Program

We established our Service Review Panel Program as an avenue of appeal should you not be happy with how we have dealt with your concern through steps 1-3 of the complaint management process.

The panel consists of volunteer policyholders that represent our customer base and will look at your concern with fresh eyes, an open mind and work towards a solution to the problem that is fair. The panel brings a client perspective to the concern being reviewed. Decisions of the panel are binding on us but not on you. In other words, you are not giving up any of your rights by appealing to the panel.

What The Service Review Panel Cannot Review

The Service Review Panel cannot consider personal injury issues, the issuance, Non-renewal or cancellation of an insurance policy or coverage or claims prescribed by law. The panel cannot change insurance premiums or rating. The panel cannot deal with matters relating to Facility Association or Echelon General Insurance Company policies. Financial authority for the panel is $20,000. 

How To Contact The Service Review Panel

All submissions to the panel must be in writing. You can access a Service Review Panel Application Form by clicking here. The panel meets every 2-3 months to review escalated complaints. The panel chair will advise you in writing of their decision on your appeal. 

Other Avenues Of Appeal

The General Insurance Ombudservice (GIO), national insurance complaint resolution organization, assists the resolution of conflicts between clients and their insurance companies as a last resort. When disputes arise, GIO's neutral professional mediators and experienced customer service officers help insurance companies and their clients work toward a solution that is in the best interest of both parties. This is done in a fair, independent and impartial environment.

You may visit their website at www.gio-scad.org. 

NOTE: Client issues must go through the complaint handling process including the Service Review Panel, if applicable, before GIO will mediate a client concern.