A complaint is any expression of dissatisfaction about our products or services, where you expect a final response or resolution from us.

The following are not considered complaints under this policy:
• Requests for information or product/service materials • Insurance or indemnity claims • Corrections of clerical or calculation errors (e.g., data entry or mistake in calculating amount owed). • Requests for access to or amendment of personal information • General feedback or comments

If you are dissatisfied with our services and wish to file a complaint, you may contact us through the following channels::
Phone: 1-844-930-6022 Mon-Fri (10am and 7pm EST Monday to Friday)
Email: clientcare@transglobalinsurance.ca
Mail: 16902 – 137 Avenue NW, Edmonton, AB T5V 0C8
If you require assistance in submitting your complaint, we will ensure accessible communication methods are provided upon request.

When you contact us to express a reproach or dissatisfaction, we assess whether it qualifies as a complaint under this policy. If it does:
• A complaint record is created and registered. • You will receive written acknowledgment within 10 days, including a complaint ID, the date received, and information on further steps. • We will also inform you of your right to have your complaint record examined by the industry ombuds or regulatory body, or if you live in Quebec, the AMF. During this time, we may process your complaint verbally (e.g., in a phone call).
• Complaints received on weekends or holidays are acknowledged within 10 days of the next business day.

We handle verbal and written complaints with the same care:
• If clarity is needed, a Complaint Handling Officer will contact you for further details.
• All qualifying complaints are documented, assigned, and handled promptly.
• The complaint record includes all related documents, communication, analysis, and resolution.

We aim to respond to your complaint as follows:
• 20-day response timeline: During this period, the person who processes the complaint will provide for each complaint:
o provide you with the conclusion of the analysis, with the reasons for it, and the outcome of the complaint; and
o where an offer to resolve the complaint is presented to you, how much time you have to accept it.
These exchanges will be summarized in a document placed in the complaint record or may be recorded in full in the complaint record. The complaint record, including the information used in processing and resolving the complaint, shall be kept in your record.
We consider a complaint to be resolved to your satisfaction when you accept our proposed solution to your complaint or when the explanations we provide are sufficient to resolve the complaint.
• Complaints unresolved within 20 days: If unresolved within 20 days, we will send a detailed status update outlining:
o Complaint ID and date received.
o how you may obtain information about the processing of the complaint;
o the expected timeframe for processing the complaint and the date by which the final response will be sent to you; and
o Link to this policy or a copy of this policy
If additional time is needed, you will be informed in writing, and a new response deadline (not exceeding 90 days from receipt) will be provided.

Our final written response, issued no later than 60 days after receipt of your complaint (or 90 days if extended), will include:
• A clear statement that it is the final response
• A summary of your complaint and our findings
• The outcome and rationale
• Information on your right to escalate the matter to a regulatory body.
• If applicable, a resolution offer and the time you have to accept it
• Contact details and signature of the Complaint Handling Officer.
Our final response can take one of three forms, we may:
o offer you what you are asking for (e.g., correct a situation, provide a refund, apologize, etc.);
o propose a solution that gives you some of what they are asking for or offer an alternative solution: we try to seek common ground; or
o reject your complaint if our analysis shows that the complaint has no merit or cannot be resolved.

For Group Policy coverages, where required, we will contact the Group Policy Holder as part of our complaint assessment process.
As stated earlier, should we need to extend our final response date, the additional time shall not exceed 30 days.
An extension of time may be warranted where:
• Circumstances beyond our control delay the processing of the complaint, (e.g., when documents, such as statements or reports, need to be obtained from a third party in order to analyze the complaint); or
• Exceptional circumstances arise that warrant an extension of the complaint analysis period (e.g., when we experience a sharp increase in our complaint volume following a natural disaster).
In such an event, the person analyzing the complaint will notify you in writing on or before the date the response was expected to be provided to you. It will include the following:
1. the circumstances and reasons why we are unable to provide you with a final response.
2. the date by which the final response will be sent to you (within 90 days from the date of receipt of the complaint); and
3. a statement your right to request to have the complaint record examined by an industry ombuds service, regulatory body, or, in Quebec, the AMF.

When offering a resolution, we will provide a reasonable period for you to consider it, based on the complexity of the case and your right to seek advice.
If the offer is accepted, we will implement the agreed solution within 30 days, unless another timeline is mutually agreed upon.
We do not require you to withdraw any existing complaint or forgo your right to escalate to a regulatory body.

All complaint records are retained in accordance with our record-keeping and (Privacy Policy link) and maintained for the same duration as your client file.

For Clients in Quebec
If you are dissatisfied with our final response, you may request that your complaint file be forwarded to the Autorité des marchés financiers (AMF) for examination and possible mediation.
Contact Details:
Autorité des marchés financiers
Place de la Cité, tour Cominar
2640, boulevard Laurier, bureau 400
Sainte-Foy (Québec) G1V 5C1
Phone: Québec City (418) 525-0311; Montréal (514) 395-0311; Toll-free (866) 526-0311
Fax: (418) 647-0376
Email: information@lautorite.qc.ca
We will transfer your complaint file to the AMF within 15 days of your written request

For Clients Outside Quebec
If you reside outside of Quebec, you may escalate your complaint to one of the following:
• Our Compliance Officer or Vice President, Legal
• An applicable industry ombuds service
• A relevant regulatory authority
• The Ombudsman for Canadian Life and Health Insurance

o If we have been unable to resolve your complaint to your satisfaction, you can contact the OmbudService for Life & Health Insurance (OLHI), which is a member of the Financial Services OmbudsNetwork (FSON), a national dispute-resolution system. OLHI deals with concerns about life and health insurance products and services that have not been resolved through our dispute resolution system.

You can contact OLHI toll-free at: 1-888-295-8112 (in Toronto 416-777-9002); toll- free in Quebec 1-866-582-2088;
Bell Relay Service (Hearing Impaired): 1-800-855-0511
or by mail at:
OLHI
2 Bloor St. West Suite 700
Toronto, Ontario, M4W3E2

• Contacting the Financial Consumer Agency of Canada (FCAC):

If your unresolved complaint falls under federal consumer protection legislation (for example, we have refused to provide you with information about its privacy guidelines or complaint-handling procedures), you can contact the Financial Consumer Agency of Canada (FCAC).
FCAC supervises federally regulated financial institutions to ensure they comply with consumer protection laws, as referenced in the Insurance Companies Act. If you have an unresolved complaint of this nature, you can write to:

• Contacting the Financial Consumer Agency of Canada
6th Floor, Enterprise Building
427 Laurier Avenue West
Ottawa, Ontario K1R 1B9

• Contacting the Canadian Privacy Commissioner
If your complaint is related to a privacy issue, you can write to the Canadian Privacy Commissioner at:
Office of the Privacy Commissioner of Canada
30, Victoria Street
Gatineau, Quebec
K1A 1H3
Toll-free: 1-800-282-1376
Phone: 819-994-5444
Fax: 819-994-5424
Website: https://www.priv.gc.ca/en/

• General insurance complaints
General Insurance OmbudService
4711 Yonge Street 10th Floor
Toronto, Ontario M2N6K8
Toll Free Telephone: 1-877-225-0446
www.giocanada.org

Please contact us for the appropriate referral or guidance.

Your complaint is not considered closed unless you are satisfied with the resolution or we have reasonably explained our position. We will continue to respond to any further questions, concerns, or new information you may provide.