FR
Claims

Complaints

First Canadian aims to take care of its customers. If you think we’ve gotten something wrong, please let us know by following the steps below. We promise to handle your complaint in a professional and courteous manner, guided by the following principles:

Culture

We welcome your feedback as a way to make sure we take care of our customers. If we’ve dropped the ball, we’ll put things right, and we’ll make sure we do things better next time.

Accountability

We want to be open and honest when accounting for our decisions and actions.

Procedure

We will investigate your complaint thoroughly and fairly. Our decision will be based on the available facts and evidence, and it will be made objectively and fairly, without undue delay.

Put it Right

Sometimes we get it wrong. When we do, we will take steps to put things right in a fair and proportionate manner. Sometimes we will owe you an apology. And sometimes we must change our procedures, improve employee training, or revise an earlier decision.

Please select the relevant Complaints Handling Protocol below to help get you through this process.

First Canadian Insurance Corporation

Call Us

Please give us a call first at 1.800.561.3242 and ask to speak directly with the Customer Service Representative handling your file. Most customers resolve their concerns this way.

1: Write Us

If your concern has not been resolved with a phone call, please write a letter to us explaining your concern and how you would like us to resolve it. In order to help us address your concern quickly, please include any information and documentation you think is relevant. Our decision will be made based on the available facts and evidence.

Write:First Canadian Insurance Corporation

320 Sioux Road

Sherwood Park, AB T8A 3X6

ATTENTION: Department Manager

Email: complaints@firstcanadian.ca

Your complaint will be forwarded to the appropriate manager, who will review the issue and respond promptly in writing.

If you are dissatisfied with the response, please Contact the Resolution Officer.

2: Contact the Resolution Officer

If you’re not satisfied with the outcome of the Department Manager’s review, they will offer you the option to escalate your complaint to the company’s Resolution Officer.

The Resolution Officer is the most senior designated officer appointed to address escalated complaints within the First Canadian Financial Group and will review your concerns only after you have attempted to resolve the matter with the department’s Manager and all evidence is on file.

Write:First Canadian Financial Group

320 Sioux Road

Sherwood Park, AB T8A 3X6

ATTENTION: Resolution Officer

Please send your request in writing, explaining your concern, the history of your complaint, and how you would like us to resolve it.

Quebec residents can, at any time during the complaint handling process, ask that the file be transferred to the Autorité des marchés financiers.

Website:https://lautorite.qc.ca/en/general-public/assistance-and-complaints
Email:assistance@lautorite.qc.ca
Phone:1.877.525.0337

3: Contact the Appropriate External Agency

If you are not satisfied with our complaint resolution process, assistance and information is available through the national Ombudservice for life and health insurance companies.

Write:OmbudService for Life and Health Insurance (OLHI)

2 Bloor Street West, Suite 700

Toronto, Ontario M4W 3E2

Website: www.olhi.ca

Phone:1.888.295.8112

Alberta Dealerships

For complaints relating to dealerships selling First Canadian products in Alberta, please contact the Insurance Council of Alberta.

Write:Insurance Council of Alberta

#2700, 10180-101 Street NW

Edmonton, AB T5J 3S4

Phone:1.800.461.3367

 

Manitoba Dealerships

For complaints relating to dealerships selling First Canadian products in Manitoba, please contact the Insurance Council of Manitoba.

Write:Insurance Council of Manitoba

466-167 Lombard Avenue

Winnipeg, MB R3B 0T6

Phone:1.204.988.6800

 

Saskatchewan Dealerships

For complaints relating to dealerships selling First Canadian products in Saskatchewan, please contact the Insurance Council of Saskatchewan.

Write:Insurance Council of Saskatchewan

310 – 2631 – 28th Avenue

Regina SK S4S 6X3

Phone:1.306.347.0862

Millennium Insurance Corporation

Call Us

Please give us a call first at 1.800.561.3242 and ask to speak directly with the Customer Service Representative handling your file. Most customers resolve their concerns this way.

1: Write Us

If your concern has not been resolved with a phone call, please write a letter to us explaining your concern and how you would like us to resolve it. In order to help us address your concern quickly, please include any information and documentation you think is relevant. Our decision will be made based on the available facts and evidence.

Write:Millennium Insurance Corporation

320 Sioux Road

Sherwood Park, AB T8A 3X6

ATTENTION: Department Manager

Email: complaints@firstcanadian.ca

Your complaint will be forwarded to the appropriate manager, who will review the issue and respond promptly in writing.

If you are dissatisfied with the response, please Contact the Resolution Officer.

2: Contact the Resolution Officer

If you’re not satisfied with the outcome of the Department Manager’s review, they will offer you the option to escalate your complaint to the company’s Resolution Officer.

The Resolution Officer is the most senior designated officer appointed to address escalated complaints within the First Canadian Financial Group and will review your concerns only after you have attempted to resolve the matter with the department’s Manager, and all evidence is on file.

Write:First Canadian Financial Group

320 Sioux Road

Sherwood Park, AB T8A 3X6

ATTENTION: Resolution Officer

Please send your request in writing, explaining your concern, the history of your complaint, and how you would like us to resolve it.

Quebec residents can, at any time during the complaint handling process, ask that the file be transferred to the Autorité des marchés financiers.

Website:https://lautorite.qc.ca/en/general-public/assistance-and-complaints
Email:assistance@lautorite.qc.ca
Phone:1.877.525.0337

3: Contact the Appropriate External Agency

If you are not satisfied with our complaint resolution process, assistance and information is available through the national Ombudservice for life and health insurance companies.

Write:General Insurance OmbudService (GIO)

4711 Yonge Street, 10th Floor,

Toronto, ON M2N 6K8

Online: https://giocanada.org/how-the-process-works/

Phone:1.877.225.0446

Alberta Dealerships

For complaints relating to dealerships selling Millennium Insurance Corporation products in Alberta, please contact the Insurance Council of Alberta.

Write:Insurance Council of Alberta

#2700, 10180-101 Street NW

Edmonton, AB T5J 3S4

Phone:1.800.461.3367

 

Manitoba Dealerships

For complaints relating to dealerships selling Millennium Insurance Corporation products in Manitoba, please contact the Insurance Council of Manitoba.

Write:Insurance Council of Manitoba

466-167 Lombard Avenue

Winnipeg, MB R3B 0T6

Phone:1.204.988.6800

 

Saskatchewan Dealerships

For complaints relating to dealerships selling Millennium Insurance Corporation products in Saskatchewan, please contact the Insurance Council of Saskatchewan.

Write:Insurance Council of Saskatchewan

310 – 2631 – 28th Avenue

Regina SK S4S 6X3

Phone:1.306.347.0862

As a provincially licensed and regulated insurance company, we are subject to the Insurance Act and Regulations of each province and territory. Government regulatory bodies in each jurisdiction oversee the activities of insurance companies and provide assistance to consumers who may have inquiries or concerns.

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