COMPLAINTS AND DISPUTE RESOLUTION PROCESS
At Coast-to-Coast Insurance Partners, customer satisfaction is important, and it is our commitment to respond to concerns and complaints promptly, accurately, and respectfully.
We strive to provide our customers with a transparent approach to address their concerns and complaints and will employ our best efforts to respond and resolve where possible. All complaints and personal information collected, whether written or oral, will be handled in a timely, professional, and confidential manner. If customers have any questions or concerns about the product they purchased, services or representatives, we want to make sure that these concerns are handled fairly and efficiently.
Coast-to-Coast Insurance Partners has a simple complaint resolution process:
Step 1: Talk to your advisor Discuss your concern with the advisor or representative that sold the product or provided the service. Many issues can be resolved by simply speaking with your advisor or a customer service representative. Contact your advisor or customer service representative and explain your concerns, your dissatisfaction or your problem and they should be able to correct the situation within a reasonable time.
Step 2: Talk to management If your concern is not resolved by your advisor or customer service representative to your complete satisfaction, please ask to speak with a manager.
Step 3: Contact the Complaints and Dispute Resolution officer If you remain unsatisfied with the manager’s response, you may ask to have your complaint escalated to the Coast-to-Coast Insurance Partners Complaint Officer for a further review.
Coast-to-Coast Insurance Partners Complaint Officer
PO BOX 1200 Station Main,
Moncton, NB E1C 8P9
compliance@insurancepartners.ca
What you can expect: Upon receipt of an escalated written complaint, your concerns will be acknowledged in writing by the Coast-to-Coast Insurance Partners Complaint Officer and an investigation into your concerns will begin.
If you continue to remain dissatisfied after following Coast-to-Coast Insurance Partners internal complaint handling process and wish to pursue your complaint, external recourse is available to you, through various consumer organizations:
Canadian Life and Health Insurance OmbudService.
The OmbudService for Life & Health Insurance (OLHI) deals with concerns about life and health insurance products and services that have not been resolved through the company’s dispute resolution process.
OLHI may take on your case if, after receiving our final response, you would like to pursue the matter further, or if you have not received our final response in 90 days.
After the OmbudService has completed their investigation, you will receive a written response with their findings. Medavie will consider any recommendations made by the OmbudService.
Canadian Life and Health Insurance
20 Adelaide St. East, Suite 802
P.O. Box 29 Toronto,
ON M5C 2T6
Toll free: 1-888-295-8112
Fax: 416-777-9750
Website: www.olhi.ca
In Quebec – The regulation of life insurance companies in Quebec is administered by the Autorité des marchés Financiers (AMF). If you remain dissatisfied with how your complaint has been handled or with the results of the process, you may ask that your file be transferred to the AMF. Following the transfer, the AMF will examine the file and, if deemed appropriate, may offer dispute resolution services.
The filing of a complaint with the AMF does not interrupt the prescriptive period for civil remedies.
You can reach the AMF by:
Toll-free 1-877-525-0337
Quebec City 418-525-0337
Montreal 514-395-0337