OUR COMMITMENT

SERVICE COMMITMENT

As with any partnership, success can only be achieved when both parties mutually agree and commit to certain levels of communication and service. The Moore-McLean Insurance Group commits to the following service goals:

  • BINDERS (Evidence of Insurance): Will be provided to insured within 4 hours of coverage being bound with insurers.
  • TELEPHONE CALLS: Will be returned within 4 business hours.
  • EMAILS: Response will be given within 3 business hours.
  • EMERGENCY REQUEST: A 3-tier system will be in place for broker contacts in case of an urgent request. If 'URGENT' is used on the subject line of an email, we will attempt to contact insured within the hour.
  • 24-HOUR CONTACT: A 24-hour claims hotline is available - 1-800-668-6100
  • INSURANCE SUMMARY AND TEAM CHART: Will be provided to insured within 30 days of binding coverage.
  • POLICY WORDINGS: All policy documents are to be provided to insured as soon as possible after The Moore-McLean Insurance Group receives them from the Insurer, together with The Moore-McLean Insurance Group's summary noting all requested corrections and/or additions from the Insurer, if any. Assuming timely provision and error-free policy, document will be available within 60 days.
  • CERTIFICATES OF INSURANCE: Unless otherwise requested, all Certificates of Insurance shall be completed and issued within two business days. We will make every effort possible to provide emergency certificates within 3 business hours.
  • BROKER TO ATTEND CLAIMS: In the event of any major claims, The Moore-McLean Insurance Group will have a representative attend loss scene and/or meet with the adjuster to ensure smooth process and assist if needed.

    In order to help us provide the service you deserve, we ask that you:

    • Promptly and effectively inform us of any change to your business.
    • Maintain your account on a current basis (payment plan options are available).
    • Provide us with the time and information to allow us to adequately assess your insurance needs and prepare appropriate proposals and recommendations.
    • Agree to the efficient, timely and accurate reporting of claims (see Claims Management).

      CLAIMS MANAGEMENT

      We expand the traditional broker approach by offering a broad range of claims services provided by a claims staff with decades of experience in both risk management and claims management.

      • Our goal is to work with you to:
        • Fully understand the claims issues and concerns facing you or your company
        • Establish claims reporting procedures and requirements in an effort to mitigate future costs and damages resulting from each claim
        • Provide you with a dedicated claims team to handle all aspects of loss control and prevention from claims evaluation, prompt notice to the insurers, to coverage interpretation and analysis.
      • Our Professional Claims Personnel:
        • Familiarity with protocols and practices within the insurance field
        • Strong relationships with all insurers and claims staff
        • Diligent, reliable, dependable and professional staff
      • Claims Services:
        • Establish highest level of claims service and responsiveness to the client
        • Create immediate line of communication with the client, the claims team, and the insurer
        • Advocate on your behalf
        • Negotiate effectively with the insurer
        • Effect a prompt and favourable claims resolution

      TO REPORT A CLAIM:

      If you have a claim on a weekend or after normal business hours Monday-Friday and are in need of immediate assistance, please contact our after-hours claims service. We have partnered with Granite Claims to provide you with 24-7 claims service across Canada. You can reach them toll-free 24-7 at 1-800-668-6100 or via their website: www.graniteclaims.com.

      -OR-

      If you prefer to report your claim to us directly, call us toll free at 1-888-404-0000, or locally at 416-364-4000.