Step 1) Contact customer service at:
Aetna Individual Life: 877-753-2785
Disability Insurance: canadagi@aetna.com
Group Life Insurance: canadagi@aetna.com
Group AD&D insurance: canadagi@aetna.com
Aetna Member Services: 800-231-7729 (toll-free), 813-775-0190 (collect), aiservice@aetna.com
Cowan Member Services: 877-595-5516, aetna@cowangroup.ca
Step 2) If the complaint is unresolved, contact the ombudsman:
Ms. Robin Holloway
Vice President
CAS Accounting for Insurance
330 Eagle Street
Newmarket, ON L3Y 1K1
Telephone: 905-853-0858 ext. 226
E-mail: rholloway@casaccount.com
Third-party complaint-handling process for this institution:
OmbudService for Life & Health Insurance (OLHI)
2 Bloor Street West, Suite 700
Toronto, ON
M4W 3E2
Toll free: 1-888-295-8112
In Toronto call: 416-777-9002
http://olhi.ca/
