Applies to Illinois customers:
Description of Illinois
The Illinois Department of Insurance has issued a Company Bulletin 2018-12, regarding exceptions for consumers in disaster areas. The bulletin addresses moratoriums on cancellation and nonrenewal and other safeguards for consumers affected by the disaster.
Sentry Insurance Group, ("Sentry"), will implement the following actions for those Illinois customers impacted by the storm damage.
Who to contact
Please be advised that Illinois consumers may call the Department’s toll free complaint hotline at 1-866-445-5364, or file a complaint online at https://mc.insurance.illinois.gov/messagecenter.nsf
Applies To New York Customers
Description of New York,
No individual shall be discriminated against in obtaining, retaining, or canceling an insurance policy or contract solely based on being a victim of domestic violence. In addition, as long as court-issued protection is in place for non-accident and health insurance (example life or annuity insurance) or a reasonable request for accident and health insurance (example dental, long term care or disability insurance) has been made for confidentiality due to domestic violence, the individual’s address and contact information will not be disclosed.
New York Domestic Violence Hotline
Procedures for Handling a Request for address confidentiality due to Domestic Violence
All Confidential Protections will be implemented within three days.
Who to Contact
Life & Annuities 1-800-473-6879
For Canadian policyholders and customers: Complaint handling guide
Your satisfaction with our service to you is the foundation of our relationship. If you have a complaint, we invite you to share it with us following the steps below. This guide helps ensure we address a concern to your satisfaction—efficiently, professionally, and fairly.
Step 1: Contact us directly
Often, a simple conversation can clear up a problem. We suggest you contact us to discuss the issue. When a detailed description might help, an email may be the quickest first step to an effective resolution. Contact us at 800-473-6879, email@example.com, or:
Attn: Canadian Concerns
Step 2: Contact the Sentry Insurance OmbudsPerson
If you’re not satisfied with the outcome of Step 1, you may choose to contact our company OmbudsPerson at firstname.lastname@example.org, 800-742-2791, or 715-346-6225. You may also share your concern with our ombudsperson by fax (715-346-8943) or mail:
Attn: Consumer Affairs
To help our ombudsperson address your complaint quickly, please include or have available:
Our OmbudsPerson will create a complaint file detailing the complaint and will provide you with an acknowledgment we received it. A company representative will be assigned to promptly handle your complaint. They’ll provide you with a written response or reach out to you for additional information. If you’re dissatisfied with our resolution at this step, you may choose to escalate your complaint to Step 3.
Step 3: Contact the General Insurance OmbudService (GIO)
Despite our best efforts, you may feel we haven’t resolved your complaint. If your concern remains unresolved after proceeding through Step 2, we recommend you contact the General Insurance OmbudService.
The GIO is a Canada-wide external independent body that can—free of charge—assist in most disputes that consumers have been unable to resolve with insurers.
The mission of the GIO is to provide an impartial review of your complaint. After receiving your complaint, the GIO will inform you of any immediate resolution. If your complaint isn’t resolved promptly, The GIO will share when you can expect a resolution, if and where your complaint has been redirected, and any additional steps involved in complex situations.
You may contact the GIO or visit giocanada.org for more information about the process:
General Insurance OmbudService
Additional resources for residents of Canada
The Financial Consumer Agency of Canada (FCAC) is an agency of the federal government. If you experience delays following the steps above or would like a review if your complaint related to the Consumer Provisions under the Insurance Act, you may contact the FCAC by mail, phone, or fax:
Financial Consumer Agency of Canada
Call 866-461-3222 for service in English. For service in French, call 866-461-2232. For calls from outside Canada, call 613-960-4666. Fax 866-814-2224 or 613-941-1436.
Learn more about the FCAC at fcac-acfc.gc.ca.
Additional resources for residents of Quebec
A provincial regulatory body deals with consumer concerns unresolved through company complaint handling processes. At any time during the complaint handling process, you may request a review by the regulatory body by asking the ombudsperson to transfer your complaint file to:
Service du traitement des plaintes et de l’assistance
For more information, visit lautorite.qc.ca/grand-public/assistance-et-plainte. You may also call 418-525-0337 in Quebec, 514-395-0337 in Montreal, call 877-525-0337 if you’re in any other region. You may also email email@example.com.