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To File a Complaint
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 an Individual Insurance Canada Claim Complaint page of this web site.
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Step 1 – Contact your Agent |
To express your dissatisfaction with regards to a service or product, contact the agent whose name appears on your statements and notices. To express your dissatisfaction with the services provided by an agent, you may contact the branch manager of the agency listed on your statements and notices.
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Step 2 - Contact the appropriate Client Service Department |
If you were unable to obtain a satisfactory response after completing Step 1, contact the appropriate Client Service Department.
For Individual Life and Health Insurance:
Industrial Alliance Pacific Insurance and Financial Services Inc.
Client Service, Individual Insurance Canada (PFS)
2165 Broadway W, PO Box 5900
Vancouver, BC
V6B 5H6
Telephone: (604) 737-9384
Toll-free: 1-800-363-2166
E-mail: intouch@iapacific.com
For Individual Annuities:
Industrial Alliance Pacific Insurance and Financial Services Inc.
Client Service, Individual Annuities Canada (PFS)
2165 Broadway W, PO Box 5900
Vancouver, BC
V6B 5H6
Telephone: (604) 734-1667
Toll-free: 1-800-363-2166
E-mail: pfsannuity@iapacific.com
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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 Canadian Life and Health Insurance OmbudService (CLHIO) |
The Canadian Life and Health Insurance OmbudService (CLHIO) is part of The Financial Services OmbudsNetwork (FSON), a national industry-based dispute resolution system for consumers of financial services. The CLHIO 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 Canadian Life and Health Insurance OmbudService (CLHIO).
Canadian Life and Health Insurance OmbudService
Telephone: 1-888-295-8112
Website: www.clhio.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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