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Feedback

We want to hear from you. If you have been pleased with our service – we would love to hear from you. If there is something we can improve upon, we want to hear from you. Share a concern or compliment about your experience with us by telephone, email or mail.

Paying Us a Compliment

Everyone enjoys being appreciated, but your compliment also confirms that we are on the right track when it comes to providing exceptional service. If you have had positive nowly experience, please tell us about it. Please contact our Customer Experience Team Monday to Friday between 8:30 a.m. to 4:30 p.m. at 416-620-1607, Toll-free: 1-844-667-5433, or email us at help@nowly.ca. We’ll be sure to share your feedback with our entire team.

Giving Us Some Feedback

If there is something we can improve upon, we want to address it in an effective and professional way. We have a step-by-step process for acknowledging and addressing your concern. Following these steps, will help resolve the issue as swiftly as possible.

Step 1: Tell us about your experience

Most of the time concerns and issues can be resolved by speaking to a nowly Member Service Representative: Telephone: 416-620-1607 Toll-free: 1-844-667-5433 Email: help@nowly.ca. At nowly we are happy to report on average Member concerns are resolved during the ordinary course of business and by our “front-line” teams and Member Service Representatives. We will provide an initial acknowledgement of your inquiry within 1 business day. Depending on the nature and complexity of the issue, in general we are able to agree upon a resolution within 10 business days or less.

Step 2: Request Management Review

If the first path of action has not resolved the issue to your satisfaction your next step is to contact a Department Manager specific to the nature of your concern. Each Department has a Manager who can re-assess the situation, consult their team members, and review the file and any actions or decisions that were taken. To help direct your concern, here is a list of our Departments:

  • Underwriting & Claims
  • Marketing & Sales
  • Business Administration
  • Accounting
  • IT

Step 3: Appeal to Our Complaints Officer

If your problem remains unresolved we ask that you write to the nowly Complaints Officer for an independent review. The nowly Complaints Officer only reviews the issue after you have received a response from the first two steps. Your letter should explain the problem and why you believe the first two steps have not adequately resolved the issue to your satisfaction. nowly has appointed a Complaints Officer/Ombudsperson as required by FSCO and the AMF to oversee Complaints. nowly Complaints Officer 50 Burnhamthorpe Road West, Suite 703, Mississauga, Ontario, L5B 3C2 Telephone: 416-620-1607 Toll-free: 1-800-667-5433 Email: help@nowly.ca

Step 4: Pursue an External Resource

After following these steps for making a complaint, if you are dissatisfied the OmbudService for Life and Health Insurance (OLHI) is an external resource available to you. OmbudService for Life and Health Insurance (OLHI) 401 Bay Street, Suite 1507 P.O. Box 7 Toronto, Ontario M5H 2Y2 Telephone: 416 777-9002 Toll-free: 1 888 295-8112 Website: www.olhi.ca

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