Complaints
How to make a complaint
We take every concern seriously. Here is how to raise one and what happens next.
1. Contact us first
Tell us what happened by email at info@policyplace.ca (subject: "Complaint"), by phone at 604-750-4848, or by mail to 302-8128 128 St, Surrey, BC V3W 1R1. Please include your name, contact details, policy number (if any) and what you would like us to do.
2. What we will do
- Acknowledge your complaint promptly — usually within 2 business days.
- Review it fairly, and ask for more information if needed.
- Give you a written response with our decision and the reasons — we aim to do this within 30 days.
3. If it involves an insurer
If your complaint is about a policy or claim decision, we will help you take it to the insurer’s complaints or ombudsman office, which must review it under its own process.
4. If you are still not satisfied
- Life and health insurance: OmbudService for Life & Health Insurance (OLHI) — free and independent.
- Advisor conduct: the insurance council in your province (see our disclosure for links).
- Privacy: the Office of the Privacy Commissioner of Canada.
Effective October 2, 2026. Questions? Contact us at info@policyplace.ca or 604-750-4848.