WE’RE HAPPY IF YOU’RE HAPPY
OUR COMMITMENT TO YOU
At GSC, we view customer concerns and complaints as an opportunity for us to help you while getting to know your needs better. And helping you helps us improve our service delivery. Accordingly, we are committed to resolving any concern or complaint you may have quickly, professionally, and to your total satisfaction—with complete confidentiality.
Customer complaint resolution process
Step #1 - Let us know
Discuss your concern with a GSC Customer Service Representative toll-free at 1.888.711.1119 or by email at Customer.Service@greenshield.ca. Our agents are trained to handle customer issues efficiently and respectfully.
Step #2 - Let management know
After Step #1, if you are not satisfied, please ask the Customer Service Centre Representative to immediately put you in touch with the most appropriate Supervisor or Manager. If you are speaking with someone other than a Customer Service Centre Representative, please ask the person you are speaking with to escalate your concern to the appropriate Supervisor or Manager.
Step #3 - Let our Complaints Officer know
After Step #2, if you are not satisfied, please contact the GSC Complaints Officer about your concern:
Mail: Green Shield Canada, P.O. Box 1606, Windsor, ON, N9A 6W1
Be sure to include your contact information, plus the details regarding whom you have already contacted and why you feel the issue remains unresolved.
Complaints of this nature must be submitted in writing to fulfill our documentation requirements.
Any complainant who is unable to submit a complaint in writing may contact GSC's Human Resources department for further assistance.
Step #4 - Let our Ombudsman know
After Step #3, if you would like your concern addressed further, please send a description of your concern in writing, as well as where you can be contacted, to the GSC Ombudsman:
Mail: Green Shield Canada, 5140 Yonge Street, Suite 2100, Toronto, ON M2N 6L7
Again, please be sure to include your contact information, plus the details regarding whom you have already contacted and why you feel the issue remains unresolved.
Step #5 - Let one of these industry agencies know
After Steps 1 - 4, if we have not been able to satisfy your concern, or if you have not received our final response within 90 days, please contact one of the following industry agencies that assist with unresolved complaints about life and health insurance products:
OmbudService for Life and Health Insurance (OLHI)
L’Autorité des marchés financiers
(only for residents of Quebec)
You can also visit the Financial Consumer Agency of Canada (FCAC) website at www.fcac-acfc.gc.ca/ to see if your concern falls within their operating guidelines. The FCAC supervises federally regulated financial institutions to ensure they comply with federal consumer protection laws.