Claim Experience Guarantee (Available in New Brunswick and Nova Scotia only)

Claim Experience Guarantee is a bold declaration of our confidence in how we care for and assist our customers and put them first.   

We make this powerful pledge to show our valued customers that we stand behind our claims service and to set the expectation up front that we will deliver on our promise.  With Claim Experience Guarantee, we guarantee customer satisfaction with our auto claims service, or we will refund your premium.  

Premium Credit Eligibility Requirements 

You are eligible to receive a credit under the Claim Experience Guarantee Premium Credit provision if the following credit eligibility requirements are met:

1. You are dissatisfied with any aspect of the claims service you received for a loss covered under your auto policy.  This does not include your dissatisfaction with decisions relating to coverage, the value of your claim, the settlement amount or fault determination/allocation. 
2. Your policy is in force on the date of the covered loss.
3. We have made payment to you or on your behalf for that covered loss.
4. You have not previously benefitted from a credit or payment under the Claim Experience Guarantee Premium Credit provision in connection with that covered loss.
5. You have not previously benefitted from a credit or payment under the Claim Experience Guarantee Premium Credit provision in connection with another covered loss occurring during the same policy period involving the same vehicle, and
6. You have provided notice of your dissatisfaction with the claims experience to us, in writing within 180 days of the date of that covered loss.  Your notice must include your name, address, claim number, date of loss, phone number and the reason that you are dissatisfied with the claims experience.  The required notice must be submitted by mail to our Claim Experience Guarantee Team at the following address:   

Pembridge Insurance CEG, 
27 Allstate Parkway, Suite 100,
Markham, ON, 
L3R 5P8  

We will issue a premium credit to you if you have met all of the Claim Experience Guarantee Premium Credit Eligibility Requirements listed above.  Our concurrence with the reasons given in your Notice is not a precondition to the issuance of a premium credit.

The premium credit value will be equal to the Policy Declaration premium for the vehicle which had a covered loss. If your claim had a covered loss but it did not involve a vehicle listed on your Policy Declaration, the premium credit will be equal to the lowest premium value for any vehicle listed on your Policy Declaration.  

If your policy has been in effect for more than one twelve month term at the time we receive your notice of dissatisfaction, the Claim Experience Guarantee Premium Credit will be applied to your current policy period; however, if a premium credit amount exceeds the amount necessary to pay your policy period premium in full, we will either apply the remaining credit to your next policy period premium or we will pay you the remainder via cheque, at our discretion.

If your policy has been in effect for less than one twelve month term at the time we receive your Notice, the Claim Experience Guarantee Premium Credit will be applied to your policy renewal premium. If this amount exceeds your policy renewal premium, we will either 1) apply the remaining premium credit to the subsequent policy period premium, or 2) pay you the balance via cheque during the policy renewal period.  This decision will be made solely, at our discretion. 

If your policy is cancelled during the policy period in which a covered loss occurred, any premium credit value owed to you pursuant to this policy feature shall not exceed the pro-rated premium charged by Pembridge for the applicable vehicle during the policy period.  If your claim had a covered loss but it did not involve a vehicle listed on your Policy Declaration, the premium credit will be equal to the lowest pro-rated premium value for any vehicle listed on your Declaration. 

This guarantee applies to personal auto insurance policies only and may be amended or terminated by us at any time.