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To File a Complaint
Below are the steps to follow to file a complaint.
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Step 1 - Call Client Service
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Speak with a Client Service representative for
dissatisfaction with regards to a product or service. For dissatisfaction
with the level of service provided by a Client Service representative,
speak with the supervisor of the department in question.
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Toll-free: 1-877-422-6487
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Montreal area: (514) 499-3800 from 8 a.m.
to 5 p.m. (Eastern Time)
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Toronto area: (416) 585-8921 from 8:30 a.m.
to 5:30 p.m. (Eastern Time)
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Step 2 - Write
Client Service
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If you were unable to obtain a satisfactory
response after undertaking Step 1, write to:
Industrial Alliance Insurance and Financial
Services Inc.
Client Service, Group Insurance
Quebec
PO Box 790, Station B
Montreal, Quebec H3B 3K6
Ontario, Atlantic and Western Provinces
522 University Avenue, suite 400
Toronto, Ontario M5G 1Y7
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Step 3 - Write the Complaint Officer
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If the problem was not resolved, you may request
a review by the Industrial Alliance Complaint Officer. This person
acts as an independent internal mediator. The Complaint Officer examines
complaints and proposes equitable solutions. All request for reviews must
be sent in writing to the Complaint Officer. Rest assured that
your request will be treated in a confidential manner.
Industrial Alliance Insurance and Financial
Services Inc.
Complaints Officer
1080 Grande Allée West
PO Box 1907, Station Terminus
Quebec City, Quebec G1K 7M3
E-mail: ombudsman@inalco.com
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Step 4 - Write the OmbudService for Life & Health Insurance (OLHI)
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If all of the previous steps have failed and
the problem still persists, you may forward a written request for
review by the OmbudService for Life & Health Insurance (OLHI).
Canadian Life and Health Insurance OmbudService
Telephone: 1-888-295-8112
Website: www.olhi.ca
Please note that when requesting a review, you
must provide a copy of all correspondence sent and received in
the scope of the previous steps. All information exchanged during the
course of the mediation process will remain strictly confidential.
Notice to Complainants in Quebec
In the province of Quebec, the regulatory body for financial institutions
is the Autorité
des marchés financiers. If you are dissatisfied with the process
used to examine your complaint or the results of the examination, you
may request that your file be transferred to the Autorité.
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