Comments, dissatisfactions and complaints

We do our utmost to ensure your complete satisfaction. However, if you think we can do better, let us know.

Here are the steps to making a complaint or a comment:

Step 1

Contact the relevant department

First contact the department involved to review the situation. For example, Sales and Services, Claims or Billing. Our goal is to give you the information and assistance you need to resolve the situation.

Step 2

Contact the Client Complaint Management Centre

If your concern is not resolved to your satisfaction after speaking with a representative from the relevant department, you can contact the Client Complaint Management Centre. A Complaint Management Advisor will carry out a thorough analysis of your file and address any other concerns you may have.

The easiest way to get in touch with the Client Complaint Management Centre is to contact us online:

Fill out the Email Us form
or
Log in to your Online Services account.

You can also contact the Client Complaint Management Centre by mail, phone or fax:

Client Complaint Management Centre
The Personal Insurance Company
PO Box 7065, Station A
Mississauga ON  L5A 4K7
Phone: 1-888-277-6481 - Monday to Friday: 8 AM to 5 PM (Eastern Time)
Fax: 1-877-818-8873

Step 3

File a complaint

If you're unhappy with the results of your review, you can file a complaint with the complaint handling team at:

Complaint Handling Team
The Personal Insurance Company
100, rue des Commandeurs
Lévis QC  G6V 7N5
Phone: 1-888-556-7212 (toll-free)
Fax: 1-877-818-8873 or 1-877-833-5985 (toll-free)

Your complaint must include a description of the misconduct, the harm suffered, and the corrective measures requested.

You'll receive a confirmation in the days following the receipt of your complaint. The complaint handling team will then contact you to discuss the situation. After reviewing your complaint, they'll confirm any agreement or position in writing.

Step 4

Contact the General Insurance OmbudService

If you’re not satisfied with the complaint handling team's final position, you can get in touch with the General Insurance OmbudService (GIO).

The GIO is an independent dispute resolution service, which hears both parties and conducts an impartial analysis of the complaint. 

To submit a complaint through GIO: 
Fill out the complaint form
Under Insurance Company Name, choose The Personal Insurance Company. 

For more information about the GIO or how to make a complaint, visit the GIO website

General Insurance OmbudService
10th Floor
4711 Yonge Street
Toronto ON  M2N 6K8
1-877-225-0446

About our complaint procedure

We have filed this complaint procedure with the Consumer Agency of Canada (FCAC). The FCAC is a Canada-wide, independent government body that regulates consumer provisions relating to financial services, including insurance.

If you have a complaint regarding this complaint handling procedure or a specific consumer provision, you may raise these concerns with the FCAC.

The FCAC can also advise you on how to make a complaint but does not get involved in individual disputes.

For more information, visit the FCAC website.

Financial Consumer Agency of Canada