Customer notifications

Applies To New York Customers
Confidentiality Protocols for Victims of Domestic Violence

Description of New York,
Regulation 168

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

Call 1-800-942-6906
Text 1-844-997-2121 

Procedures for Handling a Request for address confidentiality due to Domestic Violence

All Confidential Protections will be implemented within three days.

1. Acceptable notification is either a reasonable request in writing or a protective order for accident and health insurance or a valid order of protection for non-accident and health insurance. This can come from either the covered individual, their legal representative, or if a child, the child’s parent or guardian.
   
2. Sentry will not disclose the address or telephone number of the individual or any child residing with the individual unless the request for confidentiality has been revoked or express consent has been given by the individual.
3. Confidential records include the street address, mailing address, telephone number, e-mail address, social security number, or any other personal identifying information. Confidential information also includes provider’s names, addresses, and telephone numbers. In addition, the nature of covered services or any other information that may be deemed confidential or may be used to obtain confidential information will be protected. Finally, confidentiality includes the fact that we received a request or valid order of protection.
4. As part of the request, an alternative address, telephone number, or other method of contact will be accepted.

Who to Contact

Call 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, canadianconcerns@sentry.com, or:

Attn: Canadian Concerns
Sentry Insurance
1800 North Point Drive, J4/21-11
Stevens Point, WI 54481

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 consumer.affairs@sentry.com, 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
Sentry Insurance
1800 North Point Drive
Stevens Point, WI 54481

To help our OmbudsPerson address your complaint quickly, please include or have available:

• Your contact information, including your full name, address, email, and daytime telephone number with the best time to call
• Your Sentry account or claim number
• A summary of the details of your complaint
• The resolution you propose
• Any supporting documentation or other relevant information

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
4711 Yonge Street, 10th Floor
Toronto, Ontario, Canada M2N 6K8
877-225-0446

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
427 Laurier Avenue West, 6th Floor
Ottawa ON K1R 1B9

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
Place de la Cite, tour Cominar
2640, boul. Laurier, Suite 400
Québec, QC G1V 5C1

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, or call 877-525-0337 if you’re in any other region. You may also email assistance@lautorite.qc.ca.