Our commitment to you

At GreenShield (GS), 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 GS 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 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 GS Complaints Officer about your concern:

Mail: GreenShield , 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.
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 GS’s Human Resources department for further assistance.

Contact Complaints Officer  →
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 GS Ombudsman:

Mail: GreenShield, 30 Wellington St W, Toronto, ON M5L 1B1

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.

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)
www.olhi.ca
1.888.295.8112

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


Superintendent of Insurance, Financial and Consumer Affairs Authority (FCAA)
(only for residents of Saskatchewan)
www.fcaa.gov.sk.ca
306.787.6700
fid@gov.sk.ca

Financial Consumer Agency of Canada (FCAC)
The Financial Consumer Agency of Canada supervises all federally regulated financial institutions, which includes banks, (financial institutions), for compliance with federal consumer protection laws.



Financial institutions are legally required to have a complaint-handling process in place.

If you have a problem with a financial product or service, you may file a complaint with the responsible financial institution directly.



If you are not satisfied with how your complaint has been handled or 56 days has passed since you made your complaint, you can escalate the complaint to the External Complaints Bodies mentioned above.



If you want to know your rights or need information about the complaint-handling process of a financial institution, you may contact FCAC by online form, mail, or telephone. FCAC uses information from consumer enquiries to support its mandate.



Web site: www.canada.ca/fcac



Online form: https://www.canada.ca/en/financial-consumer-agency/corporate/contact-us.html



Phone:


For service in English: 1-866-461-FCAC (3222)


For service in French: 1-866-461-ACFC (2232)


For calls from outside Canada: 613-960-4666

Teletypewriter (TTY): 1-866-914-6097 / 613-947-7771

Video Relay Service: FCAC welcomes Video Relay Service (VRS) calls. You do not need to authorize the relay service operator to communicate with FCAC. Visit https://srvcanadavrs.ca/en/ to learn more.

Mailing address:

Financial Consumer Agency of Canada

427 Laurier Avenue West, 5th Floor

Ottawa ON K1R 7Y2

Stakeholder concern resolution process

Our commitment to you

At GreenShield, we view stakeholder concerns and complaints as an opportunity for us to learn as we pursue our mission of Better Health for All. Accordingly, we are committed to addressing concerns and complaints quickly and professionally.

Stakeholders, including partners, suppliers, and community members, can safely raise a concern or complaint about our social, environmental, governance, or business practices or conduct through our stakeholder concern resolution process.

If you are a customer, click here for our customer complaint resolution process.

Stakeholders can submit a concern or complaint by email at: YourVoice@GreenShield.ca.

In your message, please include:

  • Your name and contact information (or indicate if you wish to remain anonymous)
  • Your relationship to GreenShield (for example: supplier, partner, community organization)
  • A brief description of your concern or complaint, including key facts and dates
  • Any steps you have already taken to raise this issue with GreenShield, if applicable

How we handle concerns

We take all stakeholder concerns and complaints seriously and review them in a timely and fair manner. Once we receive your email:

  • We will acknowledge receipt of your concern or complaint and communicate key steps in the process as well as expected timelines.
  • We will review the concern or complaint, assess whether it meets the social, environmental, governance, or business conduct eligibility criteria under this procedure, and determine the appropriate next steps. We may ask for additional information or clarification.
  • We aim to provide a resolution within 90 days wherever possible, and to keep you informed of key steps in the process, expected timelines, and when your concern or complaint has been resolved or closed, or why it does not meet eligibility criteria under this procedure.
  • Where appropriate, we may implement corrective actions, changes to our processes or controls, or other measures to address the issues raised.

GreenShield prohibits retaliation against anyone who raises a concern or complaint in good faith, and we treat all reports confidentially in line with our policies and applicable laws. Concerns and complaints are reviewed by individuals who are not involved in the issues raised and who do not have a conflict of interest in the matter.