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Customer Satisfaction & Complaint Procedures
IAP is committed to providing high quality products and services to our customers. If you have any questions or concerns about your coverage or our products, services or representatives, we would like to hear from you.
The Special Markets Group ("SMG") has a four-tiered complaint resolution process to help make sure our customers’ needs are met. Please follow the steps listed below to ensure your complaint is addressed in a timely fashion. If your complaint relates to a claim, please follow the steps on the To File a Special Markets & Group Insurance Claim Complaint page of this web site.
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Step 1 – Call our Customer Service Centre |
Speak with a Customer Service Representative for dissatisfaction with regards to a product or service. If for some reason you are not satisfied with the level of service provided by the Customer Service Representative, please ask to speak with the supervisor.
SMG Customer Service Centre
Hours: Monday to Friday 6:30 am to 4:30 pm PST
Toll-Free: 1-800-266-5667
Vancouver Area: 604-737-3802
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Step 2 - Write to our Customer Service Centre |
If you were unable to obtain a satisfactory conclusion to your complaint after undertaking Step 1, please write to the SMG Customer Service Centre at the address below:
Industrial Alliance Pacific Insurance and Financial Services Inc.
Special Markets Group
2165 Broadway W, PO Box 5900
Vancouver, BC V6B 5H6
Toll-Free Fax: 1-888-553-5433
Vancouver Area Fax: 604-734-9286
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Step 3 - Write to the Complaint Officer |
If the problem was not resolved in Steps 1 or 2, you may request a review by the Industrial Alliance Pacific Complaint Officer. Your request for review must be sent in writing to the Complaint Officer at the address below. 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 scope of 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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