Complaint process
If you have a complaint, please follow these steps
- Step 1 — Department Representative
- Step 2 — Customer Relations Centre
- Step 3 — Complaint Liaison Officer
- 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 Relations Centre
If your complaint is not resolved to your satisfaction following your discussion with our representative, ask to speak to a manager:
By phone
By email
By fax
By mail
The Personal Insurance Company
Customer Relations Centre
P.O. Box 7065, Station A
Mississauga ON L5A 4K7
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:
By phone
By fax
By mail
Complaint Liaison Officer, The Personal Insurance Company
P.O. Box 7065, Station A
Mississauga ON L5A 4K7
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).