Sagen Underwriting Team
We’re Here for Lenders
At Sagen™, our underwriters take great pride in providing an exceptional experience for lenders across Canada. Whether it’s a phone call to answer your questions or a review of your file, we’re here to share our deep understanding of the Canadian mortgage industry with you.
Our Underwriting Hours
All centres are open from 8am – 6pm local time Monday – Friday with our hours in English available 8am – 9pm EST. We are also open 10am – 6pm EST in all provinces excluding Quebec on Saturday and closed on Sunday.
Our Underwriting Holiday Hours
Good Friday
Friday April 7
Oakville
Closed
Montreal
Closed
Vancouver
Closed
Victoria Day
Monday May 22
Oakville
Closed
Montreal
Closed
Vancouver
Closed
St. Jean Baptiste
Saturday June 24 (Monday June 26)
Oakville
Regular business hours
Montreal
Closed
Vancouver
Regular business hours
Canada Day
Saturday July 1 (Monday July 3)
Oakville
Closed
Montreal
Closed
Vancouver
Closed
Civic Holiday
Monday August 7
Oakville
Closed
Montreal
Regular business hours
Vancouver
Closed
Labor Day
Monday September 4
Oakville
Closed
Montreal
Closed
Vancouver
Closed
Thanksgiving
Monday October 9
Oakville
Closed
Montreal
Closed
Vancouver
Closed
Christmas Eve
Sunday December 24
Oakville
Closed
Montreal
Closed
Vancouver
Closed
Christmas Day
Monday December 25
Oakville
Closed
Montreal
Closed
Vancouver
Closed
Boxing Day
Tuesday December 26
Oakville
Closed
Montreal
Closed
Vancouver
Closed
New Year’s Eve
Sunday December 31
Oakville
10am-3pm EST
Montreal
Closed
Vancouver
10am-3pm PST
New Year’s Day
Monday January 1
Oakville
Closed
Montreal
Closed
Vancouver
Closed
Day After New Years
Tuesday January 2
Oakville
Regular business hours
Montreal
Closed
Vancouver
Regular business hours
Our Underwriting Leadership Team & Centres
National Underwriting Centre
2060 Winston Park Drive,
Suite 300
Oakville, Ontario
L6H 5R7
Send Us an Email
Email [email protected] for general inquiries.
Email [email protected] to report potential misrepresentation.
Meet our Underwriting Leadership Team
Jim Spitali
SVP Operations
[email protected]
Laura Morgan
VP Underwriting Operations
[email protected]
Remco Appel
Director Underwriting Operations
905-287-5468
National Underwriting Centre (1-800-511-8888)
Quebec Underwriting Centre (1-877-470-4144)
Viviane Bibeau
Senior Underwriting Manager
514-215-3136
Luc Fournier
Team Leader
514-215-3163
Joanie Berger
Team Leader
514-215-3145
Homeowner Assistance Program Team
Regional Risk Team
Katherine McMahon
Director, Risk
905-287-5356
Greg Casey
Regional Risk Manager, Ontario
416-209-5889
Jason Espetveidt
Regional Risk Manager, Prairies
403-831-9745
Ian Welin
Regional Risk Manager, Pacific
604-992-4335
Maurice Bijo
Regional Risk Manager, Quebec & Atlantic
514-592-5160
Our Commitment to You
It’s our mandate to provide excellent service with every interaction. Our underwriters ensure that each file submitted is processed efficiently and decisions are communicated in a timely manner. Lenders who work with us can also expect:
- The promise to respond to our customers quickly
- A trusted escalation process (including requests for exceptions)
- No automated declines—we review every file we receive
- Specialized regional underwriting expertise
Resolving Your Concerns
Step 1
Our Customers should call their Account Manager or contact a customer service representative at:
Telephone: 1-800-511-8888
Email: [email protected]
Step 2
If Customers are unable to resolve their complaints to their satisfaction, they should contact the Company’s SVP, Operations at:
Sagen™
Attention: Jim Spitali
2060 Winston Park Drive, Suite 300
Oakville, ON L6H 5R7
E-mail: [email protected]
Contact Sagen™’s Ombudsman at [email protected]
Third-Party Complaint-Handling Process For This Institution:
General Insurance OmbudService (GIO)
4711 Yonge Street, 10th Floor
Toronto, ON M2N 6K8
Tel: 1-877-225-0446
Fax: 416-299-4261
Website: www.giocanada.org
If a customer is not satisfied with the final decision of the General Insurance OmbudService, they may wish to contact the FCAC:
Financial Consumer Agency of Canada (FCAC)
6th Floor, Enterprise Building
427 Laurier Avenue West
Ottawa, ON K1R 1B9
Toll Free: 1-866-461-3222
Website: www.fcac-acfc.gc.ca