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Consumer Complaints and Resolution Process

If you are dissatisfied with a decision or service related to a life or disability insurance product, you can have the situation reviewed. For complaints dealing with the denial of a life or disability claim, please contact the case manager that handled your claim who will guide you through the appeal process for denied claims. For all other types of complaints related to life or disability insurance products, please follow the steps listed below:

  • Discuss your concern with the person or office that sold the product or provided the service. Many issues can be resolved by simply speaking with your advisor or a customer service representative.
  • If you remain dissatisfied, please contact the Complaints Officer at:

Mail:
Complaints Officer, Alberta Blue Cross
Fifth Floor, 10009 108 Street
Edmonton, AB, T5J 3C5

Email: complaintsofficer@ab.bluecross.ca You can request a telephone call with the Complaints Officer to discuss your concern or receive a status update but please note that regular email is not a secure method of transmission of personal information and therefore the Complaints Officer will not be able to exchange personal information through this form of communication.

Fax: 780-425-4627 Attn: Complaints Officer

  • The Complaints Officer will arrange to have your complaint investigated by a review committee. A second level of appeal is available to you if you are not satisfied with the review committee's determination.
  • If you continue to remain dissatisfied after following the Company's internal complaint handling process and wish to pursue your complaint, you may contact OmbudService for Life & Health Insurance.

OmbudService for Life & Health Insurance (OLHI)

Montreal office:
Ombudsman des assurances de personnes (OAP)
2001 University Street, 17th Floor
Montreal Quebec, H3A 2A6
www.olhi.ca
Toll free: 1-866-582-2088 (Within Quebec)
Fax: 514-285-4076

Toronto office:
OmbudService for Life & Health Insurance (OLHI)
401 Bay Street, Suite 1507, P.O. Box 7
Toronto Ontario, M5H 2Y4
www.olhi.ca
Toll free: Toll free: 1-888-295-8112 (Canada wide)
Fax: 416-777-9750

At all times throughout the complaint handling process, you may contact the Company's Complaints Officer for any questions or comments related to this process.

Complaints Officer
Blue Cross Life Insurance Company of Canada

644 Main Street
Moncton, NB, E1C 8L3
Fax: 506-867-4646
BCLCompliance@bluecrosslife.ca

Federal Consumer Provision Complaints

The Financial Consumer Agency of Canada (FCAC) oversees compliance with federal consumer protection requirements. These requirements include providing consumers with information on complaint handling procedures and on borrowing costs. If you have a complaint about a consumer provision, you can contact the FCAC at:

Financial Consumer Agency of Canada
6th floor, Enterprise Building 427 Laurier Avenue West
Ottawa, ON, K1R 1B9

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