Canadian policyholders hear similar insurance slogans as we do. But one company up north is taking a different approach than just promising good-hands treatment. They're putting their money where their mouth is by offering premium refunds if service levels aren't deemed acceptable.

“Aviva wants to set the bar in customer service,” said Greg Somerville, the company's executive vice president of claims and reinsurance. “If a customer is unhappy with the service he has received after speaking with a representative, and we are unable to remedy the situation, then we will pay an amount equal to the full value of the annual premium in addition to the settlement amount.”

Launched on a national scale in April, Aviva's “money back” claim service guarantee applies to the entire claim process. It is not merely intended to gauge how quickly a representative answers a call or returns a message. The company wants to ensure that each client receives the best customer service possible, and that they are satisfied with the experience from start to finish. Under the plan, an Aviva claim representative establishes clear expectations upfront with every customer so that they fully understand the level and quality of service they will receive.