Customer Satisfaction and Complaints

What is the nature of your complaint?


How to file a General Complaint:

Below are the steps to follow to file a complaint. If your complaint relates to a claim, please follow the steps on how to file a Creditor Group Insurance Claim Complaint here.
 
Step 1 – Call Client Service
Step 2 – Write to Client Service
Step 3 – Write to the Complaint Officer
Step 4 – Write to the OmbudService for Life & Health Insurance (OLHI) OR the General Insurance Ombudservice for Extended Warranties (GIO)

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

Step 2 - Write to Client Service

If you were unable to obtain a satisfactory response after undertaking Step 1, please write to:

Industrial Alliance Insurance and Financial Services Inc.
SAL-Administration
2165 West Broadway, PO Box 5900
Vancouver, BC V6B 5H6
saladmin@ia.ca

• 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

Step 3 - Write to the Complaint Officer

If the problem was not resolved, you may request a review by the Industrial Alliance 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 Insurance and Financial Services Inc.
Complaint Officer
2165 Broadway W, PO Box 5900
Vancouver, BC
V6B 5H6

Step 4 - Write to the OmbudService for Life & Health Insurance (OLHI) OR the General Insurance Ombudservice for Extended Warranties (GIO)

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

If your complain concerns an Extended Warranty, please contact the General Insurance Ombudservice (GIO).

General Insurance Ombudservice
Telephone: 1-877-225-0446
Website: www.giocanada.org

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

Cost of Borrowing

If your complaint relates to the cost of borrowing and you are not satisfied with our response, please send your complaint in writing to the Financial Consumer Agency of Canada at the following address:

Financial Consumer Agency of Canada
6th Floor, Enterprise Building
427 Laurier Avenue West
Ottawa, ON
K1R 1B9

Alternatively, you may call the Consumer Contact Centre's toll free number (1-866-461-3222).


How to file a Creditor Claims Complaint:

Step 1 – Contact the Creditor Claims Service Coordinator
Step 2 – Write to the Creditor Claims Manager
Step 3 – Write to the Complaint Officer
Step 4 – Write to the OmbudService for Life & Health Insurance (OLHI)

Step 1 – Contact the Creditor Claims Service Coordinator

To express your dissatisfaction with regards to claims services contact the Creditor Claims Service Coordinator. Toll-free: 1-800-549-7227 Ext. 231.

Step 2 - Write to the Creditor Claims Manager

If you were unable to obtain a satisfactory response after completing Step 1, write to the Creditor Claims Manager.

iA-SAL
Manager, Creditor Claims

2165 Broadway W, PO Box 5900
Vancouver, BC
V6B 5H6

E-mail: claims@ia.ca
Subject Line: Attention Creditor Claims Manager

Step 3 - Write to the Complaint Officer

If the problem was not resolved, you may request a review by the Industrial Alliance 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 Insurance and Financial Services Inc.
Complaint Officer

2165 Broadway W, PO Box 5900
Vancouver, BC
V6B 5H6

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