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Below are the steps to follow to file a complaint. If your complaint relates to a claim, please follow the steps on the To File a Creditor Group Insurance Claim Complaint page of this web site.
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Step 1 – Call Client Service |
Speak with a Client Service representative for dissatisfaction with regards to a product or service. For dissatisfaction with the level of service provided by a Client Service representative, speak with the supervisor of the department in question.
- For creditor group insurance purchased though a motor vehicle dealership:
Toll-free: 1-800-663-9498
- For creditor group insurance purchased though a mortgage broker or credit union:
Toll-free: 1-800-923-5626
- For aftermarket products such as mechanical breakdown insurance or vehicle service contracts purchased through a motor vehicle dealership:
Toll-free: 1-888-444-9989
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Step 2 - Write to Client Service |
If you were unable to obtain a satisfactory response after undertaking Step 1, please write to:
Industrial Alliance Pacific Insurance and Financial Services Inc.
SAL - Administration
2165 Broadway West
Vancouver, BC
V6B 5H6
- For creditor group insurance purchased though a motor vehicle dealership:
Fax: 604-764-4978
- For creditor group insurance purchased though a mortgage broker or credit union:
Fax: 1-866-577-0087
- For aftermarket products such as mechanical breakdown insurance or vehicle service contracts purchased through a motor vehicle dealership:
Fax: 1-888-444-0697
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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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