COMPLAINTS POLICY
AND PROCESS

At iA Dealer Services, we are committed to providing the best customer experience. While we strive to resolve our customers concerns as quickly and efficiently as possible, we know sometimes there are issues that need a little extra care. We are committed to working with you to find a resolution.

Call a Customer Service Representative

Call our Customer Service team to discuss your concern. They will be happy to help you out.

For complaints regarding claims services for all Life, Disability, Critical Illness Insurance or involuntary job loss claims where the coverage was purchased through a motor vehicle dealership, contact us from Monday to Friday 6:30 am-4:30 pm (Pacific Standard Time) at 1-800-549-7227.

For complaints regarding claims services for Vehicle Service contracts or Mechanical Breakdown Insurance (Extended Warranty) contracts, contact us from Monday to Friday from 7:00am-8:00pm (Eastern Standard time) at 1-888-444-0301.

For all other inquiries please call 1-800-663-9498 (in Quebec 1-877-671-9009).

If you are not satisfied with the resolution provided by our Customer Service team member, ask to speak with a Manager. Our Managers will do everything they can to understand and address the issue.

Contact Our Complaints Department in Writing

If you are not satisfied with the resolution provided by our Customer Service Manager, please contact our Complaints Department in writing.

For complaints regarding claims services for all Life, Disability, Critical Illness Insurance or involuntary job loss claims where the coverage was purchased through a motor vehicle dealership, please email us at claims@ia.ca, or write to us at:

Industrial Alliance Insurance and Financial Services Inc.
Attn. Claims Dept
PO Box 5900
Vancouver, BC V6B 5H6

For complaints regarding claims services for Vehicle Service contracts or Mechanical Breakdown Insurance (Extended Warranty) contracts, please email us at infospp@ia.ca or write to us at:

Industrial Alliance Insurance and Financial Services Inc.
Attn. Extended Warranty Claims
9150 Boul Leduc Suite 620
Brossard, QC J4Y 0E3

We will acknowledge receipt of your complaint and reply to you in writing within 90 calendar days.

Contact the iA Insurance and Financial Services Complaints Officer in Writing

If, after receiving a written response from our Complaints Department your complaint has still not been addressed to your satisfaction, you can forward your complaint to complaintsofficer@ia.ca or write to us at:

Complaints Officer
lndustrial Alliance lnsurance and Financial Services
1080 Grande Allée Ouest
Quebec City, QC G1K 7M3

Our Complaints Officer is committed to ensuring the fair treatment of complaints related to the products and services we provide. For more information on the role of the Complaints Officer and our corporate complaints policy and process, click here.