Contacting Your Broker or Agent
If you have a complaint, you are encouraged to first contact your broker or agent (if applicable), who is able to provide you with professional advice. Your broker or agent works for you and can advocate on your behalf to obtain a solution which may be acceptable to you. Your broker or agent may be able to resolve your complaint, or, if necessary, provide you with contact information for the appropriate business unit of the Company.
Contacting the Company
If you wish to have the Company review your complaint directly, you may contact the appropriate business unit of the Company, verbally or in writing. If you know the name of the representative of the relevant business unit, please contact that person directly. If you are unsure of who to contact, your broker or agent may provide you with the general contact information of the appropriate business unit.
If the business unit representative is unable to resolve your concern, you may request that the complaint be escalated to senior management of the business unit for their attention and further efforts to resolve the complaint.
The representative assigned to your file will send you an acknowledgement of receipt within three (3) business days of receiving the complaint, highlighting information pertinent to the complaint. On receiving the complaint, the representative will initiate the Company’s complaint examination process. A complaint file is created for each complaint, which will contain details of the respective complaint, the outcome of the complaint examination process (the analysis and the supporting documents), and all written correspondences to the complainant. The representative will examine the complaint and, within ten (10) business days of receipt of the complaint, prepare and send a written response to you with justifying reasons, or explaining that more time is necessary and why.
Contacting the Company Complaints Officer
You are encouraged to seek assistance from your broker or agent and the appropriate business unit of the Company before contacting the Complaints Officer. Complaints submitted to the Complaints Officer must be put in writing (email, fax or letter) to the following address:
Complaints Officer
AIG Insurance Company of Canada
120 Bremner Boulevard, Suite 2200
Toronto, ON, M5J 0A8
Toll-free: 1-800-387-4481
Facsimile: (416) 596-3006
Email: AIGCanadaComplaints@aig.com
The Complaints Officer has a mandate and duty to carry out a fair and independent review of the complaint and provide recommendations as to its resolution. The Complaints Officer will send you an acknowledgement of receipt and notice within five (5) business days of receiving the written complaint, highlighting information pertinent to your case. He or she will investigate the complaint and, within ten (10) business days of receipt of the written complaint, prepare and send you a final written response addressing your concern, or explaining that more time is necessary and why.
The Complaints Officer is the person in charge of applying this Policy. He or she monitors employee training and ensures that employees are provided with the necessary information for compliance with this Policy. He or she is also responsible to file periodic reports with provincial regulators detailing the number and type of complaints received in the respective reporting period, regardless of whether any complaints were received.
In Québec, the Complaints Officer acts as the respondent with the AMF and the complainant. He or she is also responsible for transferring the file to the AMF, at the complainant’s request (please see below).
