Complaint Handling Process

We are dedicated to ensuring that every effort is made to resolve your concerns about insurance products and services offered by Trans Global Life Insurance Company and Trans Global Insurance Company. If you have a complaint or inquiry about your coverage, please call:
Mon-Fri (10am and 7pm EST Monday to Friday)
If the Customer Service Representative is not able to resolve your concern to your satisfaction, please ask to speak to the Contact Center Supervisor. If your concern is still not satisfied, please speak to the Insurance Customer Contact Centre Manager.

If the Insurance Customer Contact Centre Manager has been unable to resolve your complaint satisfactorily, the National Director, Trans Global Insurance Group will be able to assist you. We recommend that your complaint be submitted in writing and include any supporting documentation. You may mail your complaint to:
Trans Global Insurance Group
Attention: National Director
16930-114 Avenue Suite 275
Edmonton, AB T5M 3S2

If you require assistance to complete your request, please call us at 1-844-930-6022.

Contact the Privacy Officer
If your complaint is related to a privacy issue, you can contact our Privacy Officer at:
Privacy Officer
16930-114 Avenue
Edmonton, AB T5M 3S2

Still not satisfied?

For residents of Quebec:
Contacting the Autorité des marches financiers (AMF):

If we are unable to resolve your complaint to your satisfaction and/or you are not satisfied with the examination of the complaint, you can request that your file be transferred to the Autorité des marches financiers (AMF), which is the regulatory body charged with administering the regulatory framework and providing review and mediation services. Once your file is transferred, the AMF will examine it and recommend dispute resolution services, if deemed appropriate. You may also contact
AMF toll-free at 1-877-525-0337 or by mail at:
Autorité des marchés financiers
800, square Victoria, 22e étage
C.P. 246, tour de la Bourse
Montréal, PQ H4Z 1G3

There is the Ombudsman for Canadian Life and Health Insurance
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:
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 has 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:
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
112 Kent Street
Place de Ville
Tower B, 3rd Floor
Ottawa, Ontario K1A 1H3

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