MedThree Insurance Group Inc. is committed to providing all of our customers with excellent customer service. On occasion, a customer may feel they have not been treated fairly, or there may simply be a misunderstanding that needs to be resolved. MedThree Insurance Group Inc.has implemented this Complaint Handling Protocol to ensure that customer complaints are dealt with in a fair and timely manner.
The first step is to discuss your complaint directly with the broker who has arranged the policy. Explain the situation, outlining the concerns you may have and how would the matter be resolved. Be as detailed as possible by providing information pertinent to the issue, including policy or claim number.
If you are still dissatisfied with the response after speaking with your broker, you may submit your complaint to the Complaints Officer for MedThree Insurance Group Inc. in writing:
MedThree Insurance Group Inc.
401 The West Mall, Suite 700
Toronto, Ontario M9C 5J5
Or, via electronic mail to: Complaints@threeholdings.com
Or, by phone at 416-642-6777
The complaints officer will review your concerns to ensure they have a full and proper understanding of your position. They will then investigate the situation keeping you informed along the way and respond within 30 days from receipt of the written complaint. Once the investigation is complete, the complaints officer will notify you promptly of the proposed resolution.
If you feel we have not resolved your complaint satisfactorily you may contact the General Insurance Ombud Service which assists in the resolution of conflicts between insurance customers and their insurance companies.
The contact information for the GIO:
General Insurance OmbudService
2727 Courtice Road, P.O. Box 98009
Courtice, ON L1E 3A0
Toll Free: 1.877.225.0446
For further information about the GIO, please visit their web site at http://www.giocanada.org
In Québec you may also utilize the services of Autorité des marchés financiers (“AMF”). If you feel MedThree Insurance Group Inc. has not resolved your complaint satisfactorily, you may request to have a copy of the file sent to the AMF. The AMF will study your file and may recommend mediation, if appropriate and agreed to by both parties.
The AMF can be reached at the following numbers:
Autorité des marchés financiers (AMF)
Montréal 514 395-0337
Québec City 418 525-0337
Toll-free 1 877 525-0337
FAX: 1 877 285-4378 (Toll Free)