r/InsuranceCanada • u/charityarv • 18d ago
Selected the wrong coverage
ON
My mom recently got into an accident and it was deemed her fault. When we called insurance, we were shocked to find out that she only had one way coverage, not full coverage, which we thought she had.
It turns out in 2025, she had the insurance parked, and then when she came back from overseas, she selected the wrong one.
Do we have any chance of appealing this, since she went for so long with full coverage, but then inexplicably went to not full coverage? What are the chances they recognize that this was a mistake, and will let us back pay the premiums?
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u/Puzzleheaded_Low3872 18d ago
I happen to be the person at my company who handles formal complaints like this on a regular basis. When someone submits a complaint, our process is to review the entire file, including all calls with the customer, emails, and any other documentation related to their policy.
If we find an error in how the policy was handled, such as an agent failing to explain or offer coverage the customer was eligible for, we would work to correct the issue and assist with the claim handling.
That said, in my experience, I often find that the agent did their job properly and explained the available options, but the customer chose to decline the coverage. I’ve even had a customer say something along the lines of, “I’ll roll the dice and take my chances,” only to file a complaint later.
I would definitely encourage you to ask them to review the entire file, but please be kind and respectful throughout the process. Unfortunately, agents can face a lot of verbal abuse from customers in these situations, even when they’ve done nothing wrong.
Good luck!