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Comments, dissatisfactions and complaints

Our commitment

We’re committed to providing quality service that meets your highest expectations. By sharing your comments, complaints or dissatisfactions with us, you help us to better understand your real needs and improve the quality of the services you receive.

Procedure

Claims — Request a review

If you disagree with a claim decision, first contact your claims advisor so that your request can be reviewed by a member of the claims team. If you’re still not satisfied, go to Step 1.

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
This link opens your phone app.1-888-277-6481
Email us

Step 2 — Contact the Complaint Handling team, if necessary

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
This link opens your phone app.1-888-556-7212
This link opens your email app.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, 273 KB).

Contact the FCAC at any time

Across Canada:

  • General Insurance OmbudService

The General Insurance OmbudService (GIO) offers a conciliation service between consumers and their insurers. We invite you to fill out the complaint form by visiting the website: https://giocanada.org/gio-home/ or call This link opens your phone app.1 877 225-0446.

  • Financial Consumer Agency of Canada (FCAC)

The Financial Consumer Agency of Canada supervises all federally regulated financial institutions, which includes trust and loan companies, for compliance with federal consumer protection laws.

Trust and loan companies are legally required to have a complaint-handling process in place.

If you have a problem with a financial product or service, you may file a complaint with the responsible trust and loan company directly.

If you are not satisfied with how your complaint has been handled or 90 days has passed since you made your complaint, you can escalate the complaint to the following External Complaints Body: https://www.obsi.ca/en/index.aspx

If you want to know your rights or need information about the complaint-handling process of a trust and loan company, you may contact FCAC by online form, mail, or telephone. FCAC uses information from consumer enquiries to support its mandate.

Web site: www.canada.ca/fcac

Online form: https://www.canada.ca/en/financial-consumer-agency/corporate/contact-us.html

Phone:

For service in English: This link opens your phone app1-866-461-FCAC (3222)
For service in French:This link opens your phone app1-866-461-ACFC (2232)
For calls from outside Canada: This link opens your phone app613-960-4666

Teletypewriter (TTY): This link opens your phone app1-866-914-6097 / This link opens your phone app613-947-7771

Video Relay Service: FCAC welcomes Video Relay Service (VRS) calls. You do not need to authorize the relay service operator to communicate with FCAC. Visit https://srvcanadavrs.ca/en/ to learn more.

Mailing address:

Financial Consumer Agency of Canada
427 Laurier Avenue West, 5th Floor
Ottawa ON K1R 7Y2

You may also contact the following authorities or commissions:

You should consider that there are prescribed time limits within which you are entitled to initiate civil proceedings. At any time, you may seek the assistance from a legal professional who can explain the options and recourses available to you. Once the applicable limitation period has expired, you may lose the right to exercise your recourses.