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AXA insurance

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1 800 268-8865

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AXA & YouCustomer Complaint Resolution Process

Level One: Talk to your Representative
Level Two: Talk to Management
Level Three: Let us know
Level Four: Review by External Body
General Insurance OmbudService (GIO)
OmbudService for Life & Health Insurance (OLHI)
Autorité des marchés financiers (AMF)
Financial Consumer Agency of Canada (FCAC)

At AXA, we are committed to providing you with exceptional service and to achieve this goal, we value and encourage feedback from our customers.

If you are not satisfied with the products or services you received, or have an unresolved concern, we want to hear from you. As an AXA customer, you can expect to have your issue dealt with professionally and in a confidential and timely manner. Your complete satisfaction is important to us and it is our goal to present you with a satisfying solution.

Our Customer Complaint Resolution Process outlines how to get your complaint resolved promptly and efficiently. Please refer below to the levels of support which are in place to help ease you through the process.

Level One: Talk to your Representative

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Generally, most concerns can be resolved promptly at this level by speaking with the Broker or the licensed sales Representative who has handled your case. Please call your Broker or Representative and explain your concerns so that he or she may have the opportunity to resolve the situation. You should find the relevant contact information on the documents you have on hand.

Level Two: Talk to Management

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If you are not satisfied after speaking with your Broker or Representative, please request to speak directly with a Supervisor or Manager.

Level Three: Let us know

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If, after given the opportunity, the Supervisor or Manager is unable to resolve the situation, you may chose to contact our Complaint Manager. Our Complaint Manager is someone who can inform you of the different options available to you, conduct a fresh review of your circumstances and provide alternate perspectives to all parties, with the goal of achieving a resolution.

In order to help our Complaint Manager serve you better, you will need to have available details of any correspondence, including your insurance policy number or your claim number.

You can contact the Complaint Manager by mail, phone or fax at:

AXA Pacific Insurance Company
999 West Hastings Street, 3rd Floor, Vancouver, British Columbia V6C 2W2
Tel.: 1-888-669-0595
Fax: 604-669-3894
To the attention of: The Complaint Manager

AXA Assurances Inc.
2020 University Street, Suite 700, Montreal, Quebec H3A 2A5
Tel.: 1-800-361-4330
Fax: 514-282-6110
To the attention of: The Complaint Manager

AXA Insurance (Canada)
5700 Yonge Street, Suite 1400, North York, Ontario M2M 4K2
Tel.: 1-800-268-0008
Fax: 416-218-5715
To the attention of: The Complaint Manager

AXA General Insurance
Robert Charles Anthony Building
35 Blackmarsh Road, PO Box 8485
St. John's, Newfoundland A1B 3N9
Tel.: 709-758-5650
Fax: 709-579-4500
To the attention of: The Complaint Manager

Level Four: Review by External Body

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It is important to us to resolve your concern. However, if after following our complaint resolution process, you continue to remain dissatisfied and wish to pursue your complaint, external recourse is available to you, through various consumer organizations.

You may choose to contact the following organizations:

General Insurance OmbudService (GIO)
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The General Insurance OmbudService's mission is to provide consumers of car, home and business insurance in Canada with a cost-free, independent and impartial process to resolve their complaints.

Toll Free number to call: 1-877-225-0446

Site Web : www.giocanada.org

OmbudService for Life & Health Insurance (OLHI)
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The OmbudService for Life & Health Insurance is a national independent complaint resolution and information service for consumers of Canadian life and health insurance products and services, including life, disability, employee health benefits, travel, and insurance investment products such as annuities and segregated funds.

Mail to:

OmbudService for Life & Health Insurance
401 Bay Street, Suite 1507
P.O. Box 7
Toronto, Ontario
M5H 2Y4
For services in English: 1-888-295-8112
In Toronto: (416) 777-9002
For services in French: 1-866-582-2088
In Montreal: (514) 282-2088

Site Web : www.oapcanada.ca

Autorité des marchés financiers (AMF)
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In Quebec - The regulation of insurance companies in Quebec is administered by the Autorité des marchés financiers. If you remain dissatisfied with the way in which your complaint has been handled, or with the results of the process, you may ask that your file be transferred to the Autorité.

Toll Free number to call: 1-877-525-0337
In Quebec: (418) 525-0337
In Montreal: (514) 395-0337

Site Web : www.lautorite.qc.ca

Financial Consumer Agency of Canada (FCAC)
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The Financial Consumer Agency of Canada provides consumers with accurate and objective information about financial products and services, and informs Canadians of their rights and responsibilities when dealing with financial institutions. FCAC also ensures compliance with the federal consumer protection laws that apply to banks and federally incorporated trust, loan and insurance companies. However, please note that the FCAC does not get involved in individual disputes.

Mail to:

427 Laurier Avenue West, 6th Floor
Ottawa ON K1R 1B9
For services in English: 1-866-461-FCAC (3222)
For services in French: 1-866-461-ACFC (2232)

Site Web : www.fcac-acfc.gc.ca

AXA & You

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