Complaint Handling Process
Contact the Customer Care Center
Most matters can be dealt with after a single phone or email contact to our Customer Care Center. We listen,
and then make sure your issue is handled quickly and fairly. Our experience shows that most concerns are
dealt with at this level.
Escalate to a Leader
If your issue requires further investigation, your complaint can be escalated to a supervisor. You will be contacted by a leader within one (1) to three (3) business days. If your issue requires more time, you will get regular updates. So, you always know exactly what’s going on.
Contact the Ombudsperson
If your concern remains unresolved after following the above steps, it’s time to contact our Ombudsperson directly. Our Ombudsperson can only review your complaint if you have attempted to resolve the matter with Petline directly.
Contact the Ombudsperson
If your concern remains unresolved after following the above steps, it's time to contact our Ombudsperson directly. Our Ombudsperson can only review your complaint if you have attempted to resolve the matter with
You can contact our Ombudsperson by:
(519) 570-8215 or toll free 1 -800-265-9996 (ext. 48215)
Petline Insurance Office of the Ombudsperson
111 Westmount Road South PO Box 2000
Waterloo ON N2J 4S4
The Office of the Ombudsperson
The role of the Petline Ombudsperson is to review complaints carefully and objectively as a neutral third party, working with you and other departments to gather additional information to better understand your concerns.
Their independent investigation will assess if fair practices and processes have been applied and determine
what, if any, resolution we can offer.
Once they have completed a review of your complaint, you will receive an explanation of the final decision in
writing, usually within 30 business days. If they’re unable to meet that deadline, they will let you know why and when you can expect a response.
The goal of the Ombudsperson is to work with you to resolve your complaints in a fair and impartial manner;
shed light on any misconceptions; help clarify final decisions made by the company; and, in the event of an
error, help facilitate the correction with the necessary business teams. If a resolution is still not achieved, you will be provided a final position letter on behalf of the company which will include next steps to take in the
Details to Include for the Ombudsperson
- The reason you feel your concerns have not been resolved after speaking with Petline
- Summary of your complaint
- Documentation or information that you would like the Ombudsperson to review
- List of unresolved concerns
- What you would like to see happen with your request (your desired outcome)
When the Ombudsperson Can't Help
- The availability of insurance coverage
- Dispute settlement procedures as required by law or designated authorities
- Matters that have been or are currently before the courts
If you are still dissatisfied after receiving the final position from Petline Insurance Company, you can pursue
your complaint further with the appropriate regulatory and industry bodies:
General Insurance OmbudService (GIO): The General Insurance OmbudService (GIO) is a national independent dispute resolution service for Canadian consumers of insurance. 1-877-225-0446 | www.giocanada.org
Autorité des Marchés Financiers (AMF): For issues in Quebec, the Autorité des Marchés Financiers (AMF) provides assistance to consumers of financial products and services. 1-877-525-0337 | www.lautorite.qc.ca
Financial Consumer Agency of Canada: The Financial Consumer Agency of Canada (FCAC) is an independent body working to protect consumers of financial products and services. 1-866-461-3222 | www.fcac-acfc.gc.ca