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Filing a Complaint

At iA Excellence, we believe that our clients complaints are important and that it’s our duty to handle them appropriately.

You may be dissatisfied with a decision or service, or perhaps an error was made in the course of processing your file. You may have a particular concern, or even wish to make an official complaint. Whatever the case, iA Excellence has introduced a process that will provide answers to your questions and fair solutions to any complaint you make.

To speed up the complaint process:

  • Make sure you have all the information we will need to access your file and determine the source of your dissatisfaction.
  • Where possible, give us the names of the employees who processed your application or claim, as well as the dates on which you contacted the company.
  • Provide your name, contract number and complete contact information in any letter, fax or email you send us.

Step 1 - Contact your representative

Call your representative to notify him or her of any dissatisfaction you may have with regard to a product or service. You can find his or her contact information in the documentation you received. If you cannot find that information, call 1 800 465-5818 to obtain it.

Step 2 - Contact our Customer Service Department

If you were not satisfied with the outcome of Step 1, contact our Customer Service Department to request that your application or claim be re-examined.

Customer Service
Telephone: 514 327-0020
Toll-free: 1 800 465-5818

Step 3 - Contact our Complaints Officer

If the problem was not solved, you may request a review by the iA Excellence Complaints Officer. This person acts as an internal mediator. The Complaints Officer examines complaints and proposes equitable solutions. A request for review must be sent in writing. Download the Complaint form (PDF – 53 KB) and fill it out. Rest assured that your request will be treated in a confidential manner.

The Excellence Life Insurance Company
5055 Métropolitain Blvd. East, Suite 202
Montreal, Quebec, H1R 1Z7

Complaint form (PDF – 53 KB)

Step 4 - Contact the OmbudService for Life and Health Insurance

In Step 3, you received a letter from the iA Excellence Complaints Officer acknowledging receipt of your complaint. That letter listed other organizations or government services in your province with which you may take up your complaint.

If all the previous steps failed and the problem persists, you may send a written request for review to the OmbudService for Life and Health Insurance (OLHI).

OLHI
Telephone: 1 866 582-2088
Website: www.olhi.ca
Please note that when requesting a review, you must provide a copy of all correspondence sent and received in the scope of the previous steps. All information exchanged during the course of the mediation process will remain strictly confidential.

Notice to Complainants in Quebec
In the province of Quebec, the regulatory body for financial institutions is the Autorité des marchés financiers. If you are dissatisfied with the process used to examine your complaint or the results of the examination, you may request that your file be transferred to the Autorité.

Autorité des marchés financiers
Telephone: 418 525-0311 (Quebec City)     
514 395-0311 (Montreal)
Toll-free:  1 866 526-0311
E-mail: This e-mail address is being protected from spambots. You need JavaScript enabled to view it