Reviews

Review Details

• Review fromREIGH S

  Date: 23/02/2023

  1 star
  I've had home insurance with sonnet for approx. 2 years. They emailed today saying my policy will be cancelled apr.1st. No reason given. I spoke to a rep. And still no explanation. Monthly premiums pd. Auto. From my chequing acct.
  ******* ** ******* **** *** *** **** **** * ****** **** *** ****** ***** *** **** ****

• Review fromRachel V

  Date: 25/01/2023

  1 star
  They have been overcharging me for months and I’ve made 8 separate requests to have a manger call me back to discuss and they won’t even call. They literally won’t even return a call!

• Review fromJonathon V

  Date: 06/01/2023

  1 star
  Bad customer service they canceled my insurance saying I missed payments when that’s not true sent me to collections had to call my bank for the money they said I never paid did not send me a letter saying it would be canceled **** **** ******** *******

• Review fromJoe W

  Date: 03/01/2023

  1 star
  Absolutely worst company ever impossible to get a hold of nobody calls back. Canceled my insurance do to non-payment. Try taking payment out of an old expired visa when I called with an updated card they still used my old expired card. ** *** ** **** **** **** ******* ******** **** ***** ********* * *****

• Review fromRichard F

  Date: 08/10/2022

  1 star

  Richard F

  Date: 08/10/2022

  I was VERY happy with Sonnet at the start. However they have caused me and my family an absolute nightmare. We had insurance with them and normally pay 6 months to a year in advance. They did not process our payment for annual payments and instead suggested monthly. I stated that I wanted annual or semi-annual in case things get busy. They stated they could not do that which I found strange.
  I thought our coverage was totally fine until we called one day to find out about adding more coverage on another vehicle. They stated the policy was cancelled for non payment. I explained that I never heard from anyone and they stated they emailed registered letters. I never received the emails. I explained this to them. They would not talk to me and said it was too bad. Our coverage has increased almost 4x with anyone we try to quote with! When we called they stated we could fix the problem with a payment but would not speak with us until we made a payment. We made the payment and they instantly gave us the 'too bad pay your bills' treatment that online unempathetic companies are giving to most people these days.
  We called back and thought we were getting great help and understanding from a rep named 'Carol'. She stated that we would hear from a representative and that our case was escalated. Once again we are here waiting almost one month later with over 5 follow up emails to 'Carol'and no response. Sonnet has created a nightmare scenario for us. A cancellation for non payment for one month. Our first ever non-payment simply because they chose not to pull payment and we suffer the consequences.
  **** ******** *** **** *** ****** **** *** **** **** ****** ********** *** **** ***** ** ***** *** **** ******* They do not care about their customers. We thought we were in good hands but they could care less. **** ** ***** ***** * **** **** ******* *******

  Sonnet Insurance

  Date: 08/12/2022

  Good evening, thank you for your review! We are so sorry to hear about your experience, and we’re happy to provide some more insight on this! To clarify, at Sonnet, our payment frequencies are either monthly payments or a one-time annual payment upfront for the entire term. We’ve never had the option to pay semi-annually in the past, nor do we currently. It’s also important to note, the payments made to Sonnet Insurance are not processed by us; they are processed by the customer’s financial institution. 
  
  We will simply inform the financial institution of the payment date, and the exact amount monthly, the customer’s financial institution will then process the payment. If there is an issue with the processing or clearing of that payment, customers need to reach out to their financial institution to find out why. 

  
  

  Regarding cancellations for non-payment, this is a process and is not one that will take place in a quick amount of time. Email is our primary form of communication & when there is an issue with the processing of payments, customers will be notified there along with instructions on what is required in order to prevent a cancellation.

  
  

  If those instructions are not followed, notice is sent out in the form of a registered letter. At that point, if instructions to recover an outstanding payment are not followed, then, a policy will cancel. This is a process that can usually take a month to 2 months; sometimes longer before a cancellation is even initiated. During this entire process, the customer is still being insured enough though payment has not yet been received, up until final notice of cancellation is sent out. This is the standard across the board for all of our customer’s. 

  
  

  As an online based & self-serve insurance provider, customers need to review their policy, documents and emails; including junk, spam and promotional email inboxes to ensure they are fully aware of their policy status. Short of that, a review of a bank or credit card statement will confirm whether or not a payment has been taken on the agreed payment date or not. Following up with one of our agents in combination with these other required processes will prevent a cancellation on a policy. 

  
  

  Our customer care team is available to assist all customers, past and present during hours of operation. This is Monday to Friday from 8 am to 8 pm EST by chat or email. For a quicker response, chatting in is advised as email responses can usually take from 12 to 48 hours for a response. During high traffic times and days, this timeframe for email responses can be longer. 

  
  

  At Sonnet, we take security and privacy very seriously. In the event a customer is unable to verify them themselves, no specific policy or account information will be provided. This is done to protect the privacy & security of all of our customers, past & present. Customers must have the correct verification information when reaching out, this way there is no delay in our ability to provide assistance once we can verify a customer's identity. If you would like to review the specifics with an agent or review your policy again, we recommend reaching out via live chat or email at Sonnet.ca (Mon - Fri 8am - 8pm)!  Our agents are happy to help!

  
  
  

• Review fromKyle S

  Date: 26/08/2022

  1 star
  * ***** ***** *** * **** ** * *****. Sonnet is near impossible to get in touch with and their auto payment system failed when i had ****** in place as my main source for funding auto insurance. I got a warning via email, logged in and made sure my info was entered correctly, and it was, but re-saved again regardless.. A few weeks later I got a cancellation in the mail for having missed a payment. I returned to login and my ****** account (primary funding source for payments) was still in place, and had not been touched. I began an online chat with a rep, who gave some very misguided advice, stating that the ****** payments would process and all of it looked fine. Few days pass and I notice nothing has hit my ****** account from Sonnet.. I return to sonnet.ca and goto login, and my account basically no longer exists.. This, along with a week later, my ****** account gets hit, taking 2 payments out, and my insurance run with sonnet is over. Basically reported a derogatory strike against me I believe... and it was 100% not on me to make sure they were able to Process ****** Payments.. It was an OPTION and I chose it to make payments as I collect ****** for some side businesses online. **** ***** ** ****** **** *** ****** **