First Stage: Initial Review
If your issue or complaint involves a policy issued through Allianz Life Insurance Company of North America (Canadian Branch), please contact the Ombudsperson at the following instructions:
By mail
Ombudsperson
Allianz Life Insurance Company of North America (Canadian Branch)
Carol Lyons
771 Exceller Circle
Newmarket ON L3X1P5
By email
carol.lyons@mcmillan.ca
Phone
1-647-296-6455
Please provide as much relevant information as possible, including your policy number, summary of your complaint and any actions already taken to address the issue, if any.
Second Stage: Appeal Decision
We make all decisions based on the information we receive. If you believe our decision is incorrect you may appeal. If you receive new information that you believe is relevant to our decision, please send it to us for review. We will review any new information we receive as part of your appeal.
To appeal, please note that you must submit this in writing with any new supporting documentation to the same person as listed above.
Third Stage: Ombudperson Review
Should your complaint still remain unresolved following the internal appeals process with Allianz Life of North America, you may request additional consideration of your complaint in writing to the same instructions noted above.
After the Ombudsperson’s review, you will receive a written response, except in the case where a simple concern can be cleared up over the phone. Most reviews are completed within 30 days of receiving your complaint and all supporting documentation. If this deadline cannot be met, you will be contacted as to why extra time is required and when you can expect a response.
The written response from the Ombudsperson is considered the insurance company’s final position. Unless you subsequently present any new and relevant information that was not already previously reviewed, your case will not be reopened.
Fourth Stage: External Resource Options
Autorité des marchés financiers (AMF)
For Quebec clients: if you are not satisfied with how your concern was handled, or the results of our review, you may request, in writing, that a copy of your file be transferred to the Autorité des marchés financiers (AMF). You can reach the AMF by calling: 1-877-525-0337 (Toll-free) or through their website at: www.lautorite.qc.ca.
Superintendent of Insurance (Saskatchewan)
For Saskatchewan clients: if you are not satisfied with how your concern was handled, or the results of our review, you may submit your complaint to the Superintendent of Insurance. You can reach the Superintendent of Insurance by calling: 1-306-787-6700, in writing at: Financial and Consumer Affairs Authority of Saskatchewan, Insurance and Real Estate Division, Attention: Superintendent of Insurance, 601-1919 Saskatchewan Drive, Regina, Saskatchewan, S4P 4H2, through email at: fcaa@gov.sk.ca or through their website at: www.fcaa.gov.sk.ca.
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/
