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

If you have a complaint or concern about claims processing or payment, please contact your employer or plan administrator because our claims processing and payment is governed by our contract with them.

If you have a complaint or concern about a GSC product or service, please follow these steps to ensure quick, professional and confidential resolution of your issue:

  1. 1Let us know

Discuss your concern with a GSC Customer Service Representative toll-free at 1.888.711.1119. Our agents are trained to handle customer issues efficiently and respectfully.

  1. 2Let 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.

  1. 3Let our Complaints Officer know

After Step #2, if you are not satisfied, please send a description of your concern in writing to the GSC Complaints Officer:

Mail: Green Shield Canada, P.O. Box 1606, Windsor, ON, N9A 6W1
Fax: 1.519.739.2253

Be sure to include your contact information, plus the details regarding whom you have already contacted and why you feel the issue remains unresolved.

  1. 4Let 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
Fax: 1.416.733.1955

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.

  1. 5Let 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)
www.olhi.ca
1.888.295.8112

L’Autorité des marchés financiers
(only for residents of Quebec)
www.lautorite.qc.ca
1.866.526.0311

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.