Complaint Handling

WBI Home Warranty is committed to treating all our customers fairly, consistently and respectfully in a timely manner.

Our Claim Resolution Process outlines steps available to resolve concerns and complaints.

Step 1:  Contact your Claims Handler

Concerns can often be addressed and resolved by the Claims Handler assigned to your claim within a reasonable timeline. Outline your concerns to the Claims Representative assigned to your claim and the outcome you are seeking.

Step 2:  Escalate to Claims Management

If you remain dissatisfied with the outcome, ask to have your claim reviewed by Claims Management.  We also request that you submit your concerns in writing.  Please forward your concerns along with details of the outcome you are seeking to claimsresolution@wbihomewarranty.com with the subject heading “Claim Review and Claim Number”, copying your Claims Handler.

The Claims Manager assigned to your file will send you acknowledgement within 5 business days of receiving the escalation and commence a review of your concerns.  A further response will be provided within 10 business days of acknowledgement.  If additional information is required, you will be informed and updated until the review has been completed.

Step 3: Escalate to the Insurer

If after following all of the above, you are still not satisfied, you can escalate your complaint to the Insurer directly.  Please review your Policy Declaration Page or your claim letter(s) to correctly identify your Insurer.  If you cannot identify your policy’s Insurer, your Claims Representative or the Claims Manager can provide further assistance.

Escalate to RSA Insurance:

Click Here for details.

Escalate to Intact insurance:

Click Here for details.

Additional Options

The following options may also remain available:

Alberta:

You may request the formal dispute resolution process (DRP) set out in Section 519 of the Insurance Act, your policy, and your claim letters.  Your Claims Handler or Claims Management will be able to provide you with more details on the process and the Proof of Loss (POL) from.

British Columbia:

You may request the formal dispute resolution process (Mediation) set out in the Homeowner Protection Act and Regulation, your policy, and your claim letters.  Your Claims Representative or Claim Management will be able to provide you with more details on the process. BC Housing also provides additional information on Warranty Complaints that can be found here.