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Complaint Definition

All Provinces, excluding Quebec

A complaint is defined as an expression of dissatisfaction about the service or product provided by an insurance provider or Intermediary. It may involve, but is differentiated from, a claim (unless relating to the administration of the claim process) and does not include a simple request for information.

For Quebec Residents (also please see Quebec Residents section below)

“Complaint” means any reproach or dissatisfaction in respect of a service or product offered by a financial institution or a financial intermediary where the reproach or dissatisfaction is communicated by a person who is a member of the clientele of the financial institution or financial intermediary, and a final response is expected.

Step 1 CUSTOMER COMPLAINTS OFFICE

You may contact our Customer Complaints Office by phone, fax, email or by regular post:

Attention: Customer Complaints Office Orion Travel Insurance
60 Commerce Valley Drive East
Thornhill, Ontario L3T 7P9
Phone: 905-747-4900
Toll Free: 1-855-674-6684
Fax: 905-771-3357
Email: orioninfo@OrionTi.ca

The Customer Complaints Office will acknowledge your submission within five calendar days and assign an Associate to address your concerns. If the complaint is not resolved satisfactorily, you will receive a review and response within 20 days.

If you need help filing a complaint, you can reach our team using the online form above or at 1-855-674-6684.

Step 2 ESACALATE TO APPEALS AND COMPLAINTS OFFICER

You may contact our Appeals and Complaints Officer, in place to ensure decisions are fair, equitable, and developed within company standards, by phone, fax, and email or by regular post:

Attention: Appeals and Complaints Officer
Orion Travel Insurance
60 Commerce Valley Drive East
Thornhill, Ontario L3T 7P9
Tel: 905-747-4900 ext. 24923 Direct Line
TF: 1-855-674-6684
Fax: 905-771-3357
Email: appealsofficer@OrionTI.ca

The Appeals and Complaints Officer will acknowledge your complaint no later than five days of receiving it. When submitting, include your policy or claim number, a description of your complaint, any supporting documents, and the outcome you seek.

They will investigate your complaint and may contact you for further information. You can also contact them for status updates. The Appeals and Complaints Officer will ensure a fair and reasonable review of your complaint. If they cannot resolve your complaint, the Appeals Office will issue a written response within 60 days or 90 days in exceptional circumstances.

If you wish to pursue the matter further, you may contact the General Insurance OmbudService (GIO), which helps resolve disputes between insurance companies and their customers, for home, automobile and business insurance issues in Canada (including customers in Quebec). GIO is an independent dispute resolution service and there is no charge for their services. The GIO will determine if your issue falls within their mandate. You can access GIO by phone, mail, e-mail, fax or through their website.

Quebec Residents Only

You can complete and submit your complaint using the Autorité des marchés financiers (AMF) form. Click here to access the form Complaint Form (lautorite.qc.ca)

Please note that Customers in Quebec may request to transfer their file to the Autorité des marchés financiers (AMF) at any time. The AMF has a complaint process specifically for Quebec clients. For more information, visit www.lautorite.qc.ca.

Once your file is transferred, the AMF will review it and may recommend dispute resolution services if appropriate. Keep in mind transferring your file to the AMF does not interrupt the deadline for pursuing legal remedies in civil courts.

Our Appeals and Complaints Officer will work with the GIO and all applicable provincial and federal regulators in order to resolve the issue as effectively as possible. The GIO may make non-binding recommendations to resolve your dispute.

You may reach the General Insurance OmbudService at:

The General Insurance Ombudservice (GIO)
Phone: 1-877-225-0446
Email: info@giocanada.org
Fax: 1-416-299-4261
Website: www.giocanada.org

Mail and Courier:
4711 Yonge St.
10th Floor
Toronto, ON M2N 6K8

This is a mailing address only (no appointments or visits accepted)