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To File a Complaint
Below are the steps to follow to file a complaint.
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Step 1 - Agent
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To express your dissatisfaction with regards
to a service or product, contact the agent whose name appears on your
statements and notices. To express your dissatisfaction with the services
provided by an agent, you may contact the branch manager of the agency
listed on your statements and notices.
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Step 2 - Client Service
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If you were unable to obtain a satisfactory
response after completing Step 1, contact the Client Service Department.
Industrial Alliance Insurance and Financial
Services Inc.
Client Service, Individual Insurance
1080 Grande Allée West
PO Box 1907, Station Terminus
Quebec City, Quebec G1K 7M3
Telephone: (418) 684-5000, extension 4605
Toll-free: 1-800-463-6236, extension 4605
E-mail: customers@inalco.com
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Step 3 - 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 requests 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.
Complaint 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 - 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).
OmbudService for Life & Health Insurance
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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