Customer Service

Compliments

Have you had an exceptionally positive experience with one of our representatives? We would like to hear about how we’ve satisfied your expectations as it helps us reinforce our teams’ commitment to quality service standards. Send us an e-mail describing your experience, so that we may share it with the representative responsible.

We will make every effort to ensure the representative involved receives your appreciation.

Appeals or Complaints

Global Excel is committed to providing the highest level of customer satisfaction. Your feedback is important to us and will assist us as we strive to continuously improve our service delivery.

Complaints and Appeals Procedure

1. Contact us directly
   Contact a Global Excel representative regarding your concerns related to service, dispute on claims settlement or general feedback on customer service. Most problems can be resolved quickly. Further explanation or investigation of your file may be required.
2. Speak with a supervisor
   If your concerns cannot be resolved by one of our representatives or senior staff members, you may request to speak to a supervisor or manager within that department.
3. Do you still have concerns?
   If the supervisor is unable to resolve your concerns to your satisfaction, you may request to have your complaint referred to the Quality Management department for consideration by filling out a Claim Feedback form or a General Feedback form.
4. External recourse
   If after following our customer complaint resolution process and contacting our Quality Management department you remain dissatisfied and wish to pursue your complaint further, external recourse is available to you via numerous consumer organizations or the underwriter of your insurance policy.

Customer Complaint Resolution Process

This is how the Quality Management department will handle your complaint or appeal.

1. Acknowledgement
   Once we receive your formal written request for appeal or your written complaint, we will acknowledge receipt and let you know when you can reasonably expect a response.
2. File review and investigation
   Customer relations staff will conduct a careful review of your file, investigate service complaints thoroughly and impartially, and consult with the parties involved with and/or responsible for your concerns. Once completed, a recommendation is made and a decision rendered.
3. Resolution
   Customer relations will communicate with you once a decision has been made.