At the conclusion of each claim file a Satisfaction Survey is sent to all client (see attached copy). The purpose of this is to monitor the effectiveness of the Claims Department, the Telephone Legal Advisory Service (TLA) and the legal representation that was provided. This questionnaire differs from the Survey that is sent out to clients who only access the TLA service. There is a rating chart ranging from 0-9 and responses during 2009 are almost consistently a 9 and never lower than 8. We have selected a few of the comments that have been made by clients about the claims service which is provided by STERLON:

"Claims service was excellent. Appreciated the visit. Professional assistance with the personal touch. I felt that STERLON was able to anticipate what needed to be done next."

"I immediately felt relief from the moment that I contacted STERLON. They were helpful, efficient, caring, realistic, communicated very well etc for the entire span of my claim which was just short of 2 years. The case was handled extremely well by the lawyer. The telephone conversation and written communication plus the legal advice and moral support were outstanding."

"The claims department was extremely professional and supportive. Quick response time. Very accessible."

"During this stressful time the advice and assistance was invaluable."

"The claims service was immediate, professional, highly supportive, stress relieving, ongoing. I didn’t feel alone."

"Claims department was very helpful. I truly felt their sincere compassion and understanding."

"The service was first rate. My concerns were listened to with questions asked to obtain more information to make me feel better. A lawyer consulted with me and provided excellent advice and offered to be present during my CCAS interview."

"I have taken the time to share with my colleagues my own experiences with seeking legal counsel through my policy and how reassuring it was."

"The service received was excellent. Even when faced with very short timelines imposed by my Employer’s policy, the lawyer responded with excellent advice and/or expert written submissions."

"I have been very impressed with the legal “team” working with me. Advice has been thorough and thoughtful."

"Personal touch with phone calls to ensure/confirm information was much appreciated."