Rent Payment Protection

Our Commitment

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:

Toll-free: 1-844-930-6022
Mon-Fri (10am and 7pm EST Monday to Friday)
Email: clientcare@transglobalinsurance.ca

If your complaint is related to a privacy issue, you can contact our Privacy Officer at:

Email: tgiprivacy@transglobalinsurance.ca
Mail: Chief Privacy Officer
Trans Global Insurance Group
16902—137 Avenue NW
Edmonton, Alberta T5V 0C8

Escalating Your Concern

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:

Mail: National Director
Trans Global Insurance Group
16902—137 Avenue NW
Edmonton, Alberta T5V 0C8

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

Still not satisfied?

If we are unable to resolve your complaint to your satisfaction and/or you are not satisfied with the examination of the complaint, you may escalate your complaint to one of the following organizations, depending on the nature and jurisdiction of your issue:

Autorité des marches financiers — (For residents of Québec)

You may 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.

Toll-free: 1-877-525-0337
Website: https://lautorite.qc.ca
Mail: Autorité des marchés financiers
800, rue du Square-Victoria
bureau 2200
Montréa, Québec H3C 0B4

Ombudsman for Canadian Life and Health Insurance

If your issue concerns life or health insurance products and services and remains unresolved through our dispute resolution system, you may contact the OmbudService for Life & Health Insurance (OLHI), a member of the Financial Services OmbudsNetwork (FSON).

Toll-free: 1-888-295-8112
Toll-free (Québec): 1-866-582-2088
Local (Toronto): 416-777-9002
Bell Relay Service (Hearing Impaired): 1-800-855-0511
Website: https://olhi.ca
Mail: OLHI
2 Bloor St. West
Suite 700
Toronto, Ontario M4W 3E2

Financial Consumer Agency of Canada

If your unresolved complaint falls under federal consumer protection legislation (for example, we have refused to provide you with information about our 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:

Website: https://www.canada.ca/en/financial-consumer-agency
Mail: Financial Consumer Agency of Canada
427 Laurier Avenue West
6th Floor, Enterprise Building
Ottawa, Ontario K1R 1B9

Canadian Privacy Commissioner

If your complaint is related to a privacy issue, you can write to the Canadian Privacy Commissioner at:

Website: https://www.priv.gc.ca
Mail: Office of the Privacy Commissioner of Canada
112 Kent Street
Place de Ville
Tower B, 3rd Floor
Ottawa, Ontario K1A 1H3

General insurance complaints

The General Insurance OmbudService (GIO) provides free and impartial help — independent from the insurance industry.

Toll-free: 1-877-225-0446
Website: https://giocanada.org
Mail: General Insurance OmbudService
4711 Yonge Street
10th Floor
Toronto, Ontario M2N 6K8