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Comments, dissatisfactions and complaints

We do everything possible to ensure you are completely satisfied. However, if you believe there is room for improvement, please let us know. Here are the steps to take if you have a comment or complaint.

Step 1 — Contact the Client Complaint Management Centre

If you aren’t satisfied with the service provided or recommended products, contact the Client Complaint Management Centre. A Complaint Management Advisor will examine your issue and attempt to resolve it quickly.

Client Complaint Management Centre
The Personal Insurance Company
PO Box 7065, Station A
Mississauga ON  L5A 4K7
1-888-277-6481
Email us

Step 2 — Contact the Complaint Handling team

Not satisfied with the response in Step 1, or haven’t heard back in 20 days? The Complaint Handling team will automatically take over your file—you don’t need to do anything. They’ll give you a final answer within 60 days from when Step 1 began.

The Complaint Handling team manages complaints fairly and efficiently, at no cost. They use a framework that complies with the quality standards set out in the applicable regulations.

Before contacting the Complaint Handling team, make sure you’ve completed Step 1. To help us get back to you quickly, please include your first and last name and your phone number. If you prefer to send your complaint by email, remember to follow good security practices and share minimal personal or sensitive information.

Complaint Handling Team
100 Des Commandeurs Street
Lévis QC  G6V 7N5
1-888-556-7212
Email the Complaint Handling team

Step 3 — Ask to have your file transferred

If you’re not satisfied with the way your complaint is handled or the final response from the Complaint Handling team, you can choose to contact an independent dispute resolution service offered by a regulatory authority or organization in your province. Note that filing a complaint doesn’t have any bearing on the time you have to file a civil claim.

For more information about the complaint process and next steps, see the Summary of the Complaint Handling Policy (PDF, 260 KB).