Our focus is on earning and maintaining customer loyalty through superior service. However, we understand that despite our best efforts, we may not always meet our customer's expectations. If you are not satisfied with any aspect of our service, internal complaint handling procedures are in place to deal with your concerns effectively and in a timely manner.
Should you wish to register a complaint with us, you can:
- Contact our Helpline
- Email us at customer.advocacy@e.allianz.comor
- Address your concerns in writing to:Customer Advocacy Team, Allianz Care, 130 Adelaide St. West, Suite 1600, Toronto, ON,M5H 3P5, Canada.
When registering your complaint, please provide as much relevant information as possible, including your policy number, summary of your complaint and any actions already taken to address the issue, if any.
Our internal complaints handling procedure is as follows:
- Following receipt of a complaint, Allianz Care creates a complaint case and starts the investigation of the issue that causes the complaint, in order to find a solution/response.
- We will promptly acknowledge it in writing. We also inform you about when we expect to be in a position to resolve the complaint and who is dealing with your complaint case.
- The above person will be your contact person until the complaint is resolved or until it cannot be progressed any further.
- Some complaints received are quite complex and may take a little time to resolve. You will, however, be kept fully informed throughout the process. If after 40 business days from the date of receipt your complaint has not been resolved, we will write to you to advise the updated position and to notify you of the anticipated timeframe for the conclusion of the investigation.
- At the conclusion of the investigation, Allianz Care will promptly issue a resolution letter detailing the outcome of the investigation and will include the following:
a. The outcome of the investigation
b. If applicable, an explanation of the terms of any offer that the company is prepared to make in settlement of the complaint - If the complaint remains dissatisfied, the complainant has the right to appeal the matter to our Canada Branch Ombuds person.
To appeal a decision, or make a general inquiry about the decision, the complainant may contact the Ombuds person in writing
- By Mail:Ombud Service for Life & Health Insurance, 401 Bay Street, PO Box 7, Toronto, Ontario, M5H 2Y4
Any Issues that have not been resolved can be referred to the Ombud Service for Life & Health Insurance (OLHI)
By Phone:
Toll Free Canada 1-888-295-8112
Toll Free Quebec 1-866-582-2088
In writing:
Ombud Service for Life & Health Insurance
401 Bay Street, PO Box 7
Toronto, Ontario, M5H 2Y4
Web: https://www.olhi.ca/complaints/submit-a-complaint/
Additionally, For Quebec Clients , the law gives the complainant the right to request, in writing, that a copy of the file be transferred to theAutorité des marchés financiers (AMF )
By Phone: 1-877-525-0337
Email: renseignement-consommateur@lautorite.qc.ca
