Sandbox’s CX Centre is Changing the Insurance Experience

At Sandbox, we believe in the relentless pursuit of simplicity: it drives us! What that means for us (and you) is that we’re always working on ourselves to make things easier. Whether it’s processes, documents, or even reaching us when you need us the most. Good or bad. We know that dealing with insurance isn’t always the most exciting task on your to-do list. Our mission is to make your experience as smooth, stress-free, and—dare we say—delightful as possible. 

As part of this ongoing process, we’ve been making some exciting changes at Sandbox over the past year to better serve our policyholders and broker partners. The biggest and brightest of these changes? The development and implementation of our Customer Care Team! Think of it as your go-to spot for all things Sandbox. We built it with one goal in mind: to provide faster, more efficient, and more human support whenever you need us. Whether it’s answering your questions, solving a tricky problem, or just giving you a friendly voice on the other end of the line, our Customer Care team is here to help. Here is everything you need to know about it, the improvements we’ve made thanks to industry insight and feedback, and answers to your frequently asked questions to save you a call in! Let’s dive right in! 

WHAT DOES THE CX TEAM DO?

Well, in short, lots! Our CX team supports our policyholders with:

• Payment & Billing Support – Need to make a payment? How about setting up and making changes to existing billing plans? We’ve got it covered.
• Claims Assistance – Filing a claim, updates, process guidance, and communication support. Making a claim can feel daunting, especially if it’s your first one ever, but we make the whole thing delightfully simple, especially with our online Claims Portal for auto and property claims.
• Website & Portal Help – Login issues, downloads, and troubleshooting. Sometimes, technology doesn’t work as it should. That’s where we can step in as your experts and lend a helping hand!
• General Inquiries & Escalations – Fast resolutions and the right connections. If we need to connect you to someone, we will make sure it is the right person on the first transfer! No more multi-department bouncing when you chat with us!

After all, DIY-ing might not be everyone’s thing. So, remember, we have people who care and are here to support you every step of the way! 

WHAT’S NEW AND IMPROVED?

Smarter Call Handling = Faster Service

When we first launched, our phone system was cycling too quickly, leading to a flood of voicemails. Don’t worry, we’ve adjusted those settings, and now we’re seeing only a handful of voicemails per day. That means more live answers and fewer missed calls. Today, if you leave us a voicemail with the Customer Care Team, you will get a same-day response within business hours. That’s what we call speedy service!

Online Live Chat Means Instant Answers

Need quick help? Not a phone call type of person? Our virtual Live Chat is now available on our website, giving you real-time support from our team. No AI bots here, just instant answers at your fingertips! 

FREQUENTLY ASKED QUESTIONS (FAQS)

General Support

1. How can I contact the CX team?
You can reach us through:

• General Inquiries: Email hello@sandbox.ca or send us a message online by visiting our Contact Us page.
• Live Chat: Available on every page of our website for instant support!
• Phone: 800.667.3067; 306-653-4232

2. What’s the difference between an insurance broker and an underwriter?
An insurance broker can help you find the best insurance policy for your personal or company needs. They don’t work for us; they work for you. Brokers will compare different options and explain your coverages to you to help you make informed choices. 

Our underwriters decide when coverage can be offered and how much it should cost. They review and assess how risky it might be to insure a person or their property. 

Policy & Billing Support

3. What does my insurance policy do for me?
Your policy with us will help pay costs if the unexpected happens, like a car accident or house fire. It lets us handle the dirty work and keep your peace of mind.

4. How do I check on a policy or billing issue?
For policy details or billing questions, please contact us directly, and we will get you the answers you need. 

5. How do I make changes to my existing policy?
It’s important when making changes to your coverages that an insurance professional reviews them with you to ensure you are remaining protected on all the things you need (and some). You will need to reach out to the brokerage where you purchased the policy, and they will assist you with getting all your changes made. If you can’t remember where you purchased the policy, give our office a call, and we will get you to the right place! 

6. How do I renew my policy?
Prior to your renewal date, you should receive a copy of your renewal documents. To renew, all you need to do is pay the invoice attached. We recommend that you review your renewal documents with your insurance broker prior to ensure that everything looks good for the new term! If you are set up on monthly payments, your policy will automatically renew unless you decide to cancel with us. 

7. How do I cancel my policy?
We recommend reaching out to your insurance broker to ensure that it is safe for you to proceed with cancelling. We never want to see you in a situation where you have a gap in coverage! If you do not wish to speak with your broker or can’t get ahold of them, you can complete the cancellation form found at the back of your policy documents and mail or email it to us. If you need a new cancellation form, please contact our Customer Care Centre, and our team would be happy to assist you. 

8. What are my payment options for my policy?

• On our website, we accept payment by VISA or Mastercard.
• We accept bank transfers with Sandbox Mutual listed as the payee and your policy number as the account number. Your bank may still show us as Saskatchewan Mutual; we will still receive these! We do not accept e-transfer at this time.
• You can set up your policy for automatic withdrawals from your banking account or from your VISA or Mastercard. We do not currently accept AMEX.
• You can mail us a cheque made payable to Sandbox Mutual Insurance—just don’t forget to include your policy number.
• You can visit your brokerage, or us directly, and make payment in person by card, cash, or cheque! 

9. How do I set up a payment plan for my policy?
You can set up your policy on a plan by visiting our website and going to the ‘Make a Payment’ section. From here you will select ‘Manage Payments.’ You will be prompted to complete a pre-authorized payment form that will securely send to us. You can also do this, to change the account for existing plans, or the billing date. Please allow a minimum of 10 business days for this to come into effect. 

10. Do your payment plans have finance fees?
Yes, our finance fees are as follows: 

• Monthly payments: 3% of premium (minimum $24)
• Tri-annual: $15 ($5 per payment)
• Semi-annual: $10 ($5 per payment)

Claims Assistance

11. How do I file a claim?
We get it, claims can be really stressful, and we want this process to be as easy for you as possible. The fastest way to file a claim with us is to go to our website. From the homepage, you will see a ‘Make a Claim’ button. We will ask for the necessary information to get the claim set up. For auto claims, you will continue to work with your primary insurance company. For property claims, an adjuster will be in contact with you right away! If you cannot access the website or are having some troubles, you can give us a call at 306.653.4232 and a member of our team will help you out! 

12. How can I get a claims update?
Reach out to us to get started, for status updates, guidance, or help connecting with an adjuster.

13. What information do I need to file an auto claim?
We ask you to bring this stuff to the table:

• The policyholder’s name
• The policy number
• The name of the person reporting the claim
• The contact information of the person reporting
• The year, make and model of the vehicle. The VIN is optional, but not required.
• The date of the incident
• A brief description of what happened
• If it was reported to the police
• If the vehicle was registered at the time
• If there were any injuries 

14. What information do I need to file a property claim?
A little less stuff than auto. Here are the things we’d ask for:

• The policyholder’s name
• The policy number
• The name of the person reporting the claim
• The contact information of the person reporting
• The date of loss
• The location of the loss
• A brief description of what happened
• If it was reported to the police

15. What is a deductible, and how does it work?
Your deductible is the portion of your loss that you need to pay. If your policy has a $1,000 deductible, that means that you cover the first $1,000 of your loss. 

Sandbox Inquiries

16. What provinces do you write insurance in?
We are currently writing in Saskatchewan, Alberta, and Manitoba.

17. What types of insurance policies do you offer?
We offer property, commercial, and farm insurance in Saskatchewan, Alberta, and Manitoba. For Saskatchewan and Manitoba, we also offer auto insurance.

Escalations & Complex Issues

18. What if my issue isn’t listed here?
No problem! If you’re not sure who to contact, just reach out to our CX team, and we’ll get you connected with the right department.

WE’RE HERE WHEN YOU NEED US

Remember, we’re just a phone call and email away!

• General Inquiries: hello@sandbox.ca
• Website & Portal Assistance: websupport@sandbox.ca
• Live Chat: Available on our website for instant support!
• Phone: 800.667.3067; 306-653-4232

At Sandbox, we know that insurance should be easy, not overwhelming. That’s why we’ve built our Customer Care Centre to simplify your experience, answer your questions faster, and make sure you always have the support you need.

We’re constantly evolving based on your feedback, and every improvement we make is all thanks to you! Your insights help us continue to refine and perfect our approach, ensuring we remain your go-to insurance provider with the best customer experience possible. Because at the end of the day, insurance should be simple, and service should feel effortless. With the Customer Care Centre team in your corner, that’s exactly what you get because we’re just getting started. As we grow, so will the ways we support you—more tools, more people, and even better service. Because at Sandbox, delightfully simple isn’t a destination—it’s a mindset, and we’re in it for the long haul.