Customer Complaint Process

At Peace Hills Insurance, we are committed to ensuring that all customers receive fair treatment and experience professional, positive interactions with our staff and representatives. When dealing with your insurance provider, we understand that you may occasionally feel that you have been treated unfairly or that there has been a misunderstanding. We want to know when these situations arise and are dedicated to working together to resolve them.

If you are not satisfied with the product or service you have received from us, our Ombudsperson will act as a liaison to help address any issues or provide the next steps to follow should your situation remain unresolved.

To ensure your situation is handled as efficiently as possible in a timely fashion, please ensure you have the following relevant information gathered, and then proceed to Step 1:

• your policy or claim number (if applicable)
• any supporting documents and details, including the name of our employee(s) you may have dealt with
• the resolution you are seeking

Step 1 - Discuss your situation at the source

Speak to your Broker or Peace Hills representative from the department involved. Often the quickest way to find a solution is at the point where your concern began. If your concern is not resolved, ask to be directed to the appropriate Supervisor or Manager and proceed to Step 2.

Step 2 - Involve our Department Supervisor or Manager

If a resolution is not reached after speaking with our Supervisor or Manager, proceed to Step 3.

Step 3 - Escalation to Peace Hills Ombudsperson

Our Ombudsperson can only review your concerns after Steps 1 and 2 have been completed.

If you have not escalated your concern through Steps 1 – 2 first, you will be redirected to the appropriate Supervisor or Manager who is in the best position to help you.

If you remain dissatisfied after speaking with our Department Supervisor or Manager, it’s time to contact our Ombudsperson. Remember to have the relevant information noted above available.

If you are contacting Peace Hills on behalf of the Insured, we will require their written permission authorizing you to act on their behalf to allow any communication in the matter.

You may reach our Ombudsperson via email at ombudsperson@phgic.com or phone at 780-424-3986 (Toll Free: 1-800-272-5614)

Our Ombudsperson will conduct an independent, impartial investigation of your concern to determine if any resolution can be offered.  If needed, we will explain any misconceptions and help to clarify Peace Hills position on the matter. The Ombudsperson will consider all positions in determining if you have been treated fairly, including policy provisions, regulatory guidelines, timelines and customer service.

When unable to come to a resolution, the Ombudsperson will provide you a Final Position letter outlining the next steps in the complaint process, a referral to an external resource, for an independent review.  Proceed to Step 4.

When the Ombudsperson has completed their investigation and provided you with a written response, your file will be considered closed. Your file will not be reopened unless you present relevant, new information or documentation for further consideration.

Step 4 - Referral to External Resource

If you remain dissatisfied with the Ombudsperson’s investigation, you may contact:

General Insurance OmbudService (GIO)

The General Insurance OmbudService is an independent resolution service that provides free and impartial help to Canadian consumers for your home, auto or business insurance disputes. Services are available in English and French.

Contact them by phone at:  1-877-225-0446 or via their website, www.giocanada.org

The following issues are beyond the scope of the GIO:

• The cost of insurance and rates
• The availability of insurance
• Dispute settlement procedures as required by law or designated regulatory authorities
• Matters that are, will be or are required to be dealt with by the courts

For matters beyond GIO’s scope you may contact your local regulator or the Insurance Bureau of Canada

Alberta, Superintendent of Insurance

British Columbia, Financial Services Authority

Manitoba, Financial Institutions Regulations Branch

Northwest Territories, Superintendent of Insurance

Nunavut, Superintendent of Insurance 

Saskatchewan, Financial and Consumer Affairs Authority 

Yukon, Superintendent of Insurance 

Insurance Bureau of Canada Dispute Resolution