Step #1 - Let us know
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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
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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
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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
Email: Complaints.Officer@greenshield.ca
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.

Step #4 - Let our Ombudsman know
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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, 5140 Yonge Street, Suite 2100, Toronto, ON M2N 6L7
Fax: 1.416.733.1955

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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
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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

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

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

Mailingaddress:

FinancialConsumer Agency of Canada

427 Laurier Avenue West, 5th Floor

Ottawa ON K1R 7Y2