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

1-888-277-6481

By email

Email us

By fax

1-877-818-8873

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

1-866-676-5273

By fax

1-877-818-8873

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).