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To File a Special Markets & Group Insurance Claim Complaint
Below are the steps to follow to file a complaint.
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Step 1 – Contact your Claims Adjustor |
First, talk to your Claims Adjustor to discuss your dissatisfaction with regards to claims services or if you are unable to obtain a satisfactory response from the claims adjudication.
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Step 2 - Write to the Claims Manager |
If you were unable to obtain a satisfactory response after completing Step 1, write to the Manager, Life and Health Claims.
Industrial Alliance Pacific Insurance and Financial Services Inc.
Manager, Life and Health Claims
2165 Broadway W, PO Box 5900
Vancouver, BC
V6B 5H6
E-mail: claims@iapacific.com
Subject Line: Attention Manager, Life and Health Claims
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Step 3 - Write to the Complaint Officer |
If the problem was not resolved, you may request a review by the Industrial Alliance Pacific Complaint Officer. All requests for reviews must be sent in writing to the Complaint Officer. Rest assured that your request will be treated in a confidential manner.
Industrial Alliance Pacific Insurance and Financial Services Inc.
Complaint Officer
2165 Broadway W, PO Box 5900
Vancouver, BC
V6B 5H6
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Step 4 - Write to the OmbudService for Life & Health Insurance (OLHI) |
The OmbudService for Life & Health Insurance (OLHI) is part of The Financial Services OmbudsNetwork (FSON), a national industry-based dispute resolution system for consumers of financial services. The OLHI deals with concerns about life and health insurance products and services that have not been resolved through the company’s dispute resolution system.
If you have followed all of the previous steps and you feel your complaint has still not been properly addressed, you may forward a written request for review by the OmbudService for Life & Health Insurance (OLHI).
OmbudService for Life & Health Insurance
Telephone: 1-888-295-8112
Website: www.olhi.ca
Please note that when requesting a review, you must provide a copy of all correspondence sent and received in the previous steps. All information exchanged during the course of the mediation process will remain strictly confidential.
Notice to Complainants in Quebec
In the province of Quebec, the regulatory body for financial institutions is the Autorité des marchés financiers. If you are dissatisfied with the process used to examine your complaint or the results of the examination, you may request that your file be transferred to the Autorité.
Autorité des marchés financiers
Toll-free: 1-866-526-0337
Quebec City Area: (418) 525-0337
Montreal Area: (514) 395-0337
E-mail: renseignements-consommateur@lautorite.qc.ca
Website: www.lautorite.qc.ca
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