Complaints Procedure

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:

1. Following receipt of a complaint, we create a complaint case and starts the investigation of the issue that causes the complaint, in order to find a solution/response.
2. If the complaint is not closed on the same day it is received, an acknowledgement letter must be issued to the client on receiving the complaint.
   
3. Allianz Partners will investigate the complaint promptly and where applicable, the complainant will receive a regular written update on the progress of the investigation at intervals of not more than 15 business days, starting from the date on which the complaint was received.
4. The above person will be your contact person until the complaint is resolved or until it cannot be progressed any further.
5. 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.
6. Within 5 business days of the conclusion of the investigation, we will issue a resolution letter detailing the outcome of the investigation. This letter will include:
   
       -The outcome of the investigation.
       -If applicable, an explanation of the terms of any offer that the company is prepared to make in settlement of the complaint.

Whatever the outcome of a complaint, we will explain why we have reached that decision and offer assistance to you in any way we can.

Upon completion of our complaint procedure, in the unlikely event that the matter is not resolved to your satisfaction, you can refer your complaint to the La Mediation de l'Assurance.

Correspondance should be addressed to:

La Mediation de l'Assurance, TSA 50 110-75441, Paris Cedex 09, France
Tél. : + (00 33) 1 45 23 40 71 
Fax : + (00 33) 1 45 23 27 15
Email: l [email protected]

An online form is located at  http://www.mediation-assurance.org/Saisir+le+mediateur

If you are covered under a plan designed for Qatar

Please note that you can refer your complaint to the Qatar Financial Centre’s Customer Dispute Resolution Scheme. The Customer Dispute Resolution Scheme is an independent body authorized to arbitrate between companies regulated by the Qatar Financial Centre Regulatory Authority and their customers:

Customer Dispute Resolution Scheme
PO Box 22989
Doha, Qatar
Email:  [email protected]

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:

1. Following receipt of a complaint, we create a complaint case and starts the investigation of the issue that causes the complaint, in order to find a solution/response.
2. 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.
3. The above person will be your contact person until the complaint is resolved or until it cannot be progressed any further.
4. 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.
5. At the conclusion of the investigation, we 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
6. 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 the Autorité des marchés financiers (AMF )

By Phone: 1-877-525-0337

Email: [email protected]

The Financial Consumer Agency of Canada supervises all federally regulated financial institutions, which includes banks, (financial institutions), for compliance with federal consumer protection laws. Financial institutions are legally required to have a complaint-handling process in place. If you have a problem with a financial product or service, you may file a complaint with the responsible financial institution directly.

If you are not satisfied with how your complaint has been handled or 56 days has passed since you made your complaint, you can escalate the complaint to the following External Complaints Body: The Ombud Service for Life & Health Insurance (OLHI) ( https://www.olhi.ca/complaints/submit-a-complaint/).

If you want to know your rights or need information about the complaint-handling process of a financial institution, you may contact FCAC by online form, mail, or telephone. FCAC uses information from consumer enquiries to support its mandate.

Web site :  www.canada.ca/fcac
Online form : https://www.canada.ca/en/financial-consumer-agency/corporate/contact-us.html

Phone:
For service in English: 1-866-461-FCAC (3222)
For service in French: 1-866-461-ACFC (2232)
For calls from outside Canada: 613-960-4666

Teletypewriter (TTY): 1-866-914-6097 / 613-947-7771 

Video Relay Service:
FCAC welcomes Video Relay Service (VRS) calls. You do not need to authorize the relay service operator to communicate with FCAC. Visit https://srvcanadavrs.ca/en/ to learn more.

Mailing address:
Financial Consumer Agency of Canada
427 Laurier Avenue West, 5th Floor
Ottawa ON K1R 7Y2