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Complaint process

If you have a complaint, please follow these steps.

  • Step 1 – Department Representative
  • Step 2 – Customer Relationship Services
  • Step 3 – Ombudsman
  • Step 4 – Independent third party resolution service

Step 1 – Department Representative

Speak with a representative from the department involved to review the situation. For example, Sales & Services, Claims or Billing.

You can contact us by phone or email.

Step 2 – Customer Relationship Services

If your complaint is not resolved to your satisfaction following your discussion with our representative, ask to speak to a manager by phone.

Alternatively, you may contact a manager by mail or email:

The Personal Insurance Company.
Customer Relationship Services
P.O. Box 7065, Station A
Mississauga, Ontario  L5A 4K7
Fax: 1-877-818-8873
Email

Step 3 – Complaint Liaison Officer

If your complaint remains unresolved after speaking with a manager, you may contact the company's Complaint Liaison Officer for assistance.

Complaint Liaison Officer, The Personal Insurance Company.
P.O. Box 7065, Station A
Mississauga, Ontario  L5A 4K7
Phone: 1-866-676-5273
Fax: 1-877-818-8873

Step 4 – Independent third party resolution service

If you're not satisfied after going through the above steps, the company's Complaint Liaison Officer will provide you with information on how to contact an independent third party resolution service, the General Insurance OmbudService (GIO).

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