Service Standards

We will always provide service to the policy holder professionally, with courtesy and respect
There will always be a toll-free telephone number for the use of our policy holders
We will respond to all general service inquiries within 1½ business days provided the customer is reachable
We will always provide 24 hour emergency claims service through a toll free number where our customers may speak to a live claims representative
We will always ensure that a claims representative will make contact with our customer within 1½ business days of reporting for all non-emergency claims provided the customer is reachable
For all emergency claims, we are committed to an adjuster making contact with the insured within 4 hours of reporting of the claim
We will respond to all customer inquiries about their existing claim within 1½ business days of the inquiry provided the customer is reachable
We will always mail claim cheques within 7 business days or less from the date of agreed settlement (partial or otherwise) except where government legislation dictates otherwise
In the rare occasion where emergency funds are severely needed (such as a total loss house fire) North Kent Mutual will endeavor to provide an emergency partial payment within 48 hrs.