Consumer Complaints and Resolution Process

At Pacific Blue Cross, we do our best to ensure plan members are satisfied with the products and services we provide. We do this by providing caring service within the rules established by the policy that was purchased. If you are dissatisfied with a decision or service related to your extended health, dental, life, disability or travel insurance plan, you may have the situation reviewed. Please follow the steps listed below:

  1. First, discuss your concern with the person or department involved.

    Claims and Contract Issues:
    Many issues can be resolved by simply speaking with a customer service representative. Disputes regarding claim payment or benefit eligibility should be directed to our customer service lines at 604-419-2000 in the lower mainland, or toll-free at 1-877-PAC-BLUE (1-877-722-2583). Once in contact with our customer service center, the representative will be able to provide you with a timeline to seek resolution. Most claim issues can be resolved within 5 business days.

    Privacy breaches:
    If your complaint involves a suspected privacy breach, please contact the previously mentioned numbers or direct your correspondence to:

    Chief Privacy Officer
    c/o Pacific Blue Cross
    PO Box 7000 Station Terminal
    Vancouver, BC V6B 4E1
    privacyofficer@pac.bluecross.ca

  2. If your concern is regarding a recent claim or benefit eligibility and one of our customer service representatives is unable to resolve the matter with you, they can escalate your request to their internal leadership team, and/or our Benefit Review Committee for further review. They will explain how to file your appeal and help you to provide all relevant information regarding your claim.

    Once the Benefit Review Committee receives the details of your complaint, they will acknowledge receipt to you via email, phone or letter, depending on the complexity of the complaint within 2 business days advising of the timeline to complete the review and respond. The committee will then conduct a review with the appropriate department. Please ensure you include all pertinent details regarding the complaint including your name, policy and ID, the nature of the dispute, with whom you have discussed the issue and why you believe your situation has not been handled appropriately. The benefit review committee is comprised of subject matter experts and department leaders who will review the dispute and determine what actions are needed, if any. Once the review is completed a representative from the benefit review committee will respond with the results of the review and the departmental response or proposed resolution to the complaint. This step will be completed within an average of 10 business days.

  3. If you remain dissatisfied with the results you may choose to escalate to the Complaint Officer at Pacific Blue Cross. The role of the Complaint Officer is to ensure an independent review into all the facts of the dispute with the areas involved and present the company’s position on the matter. The Complaint Officer is also responsible for ensuring the appropriate steps in the complaint process have been followed. The Complaint Officer also manages inquires or requests from our regulator and the Ombudservice for Life and Health Insurance regarding complaints under their review.

    After sending all the pertinent information, documentation and steps you have taken to resolve your dispute via mail or eMail to our Complaint Officer, you will receive an acknowledgement of receipt within 2 business days. The Complaint Officer will then conduct a review and respond to your dispute within 30 business days. Resources within the organization including department leaders and managers will be called on to analyze and review the complaint in detail.

    Please contact the Complaint Officer at:

    Complaint Officer
    C/O Pacific Blue Cross
    PO Box 7000
    Vancouver, BC V6B 4E1
    complaintofficer@pac.bluecross.ca
    Fax 604 419-2092

    At all times throughout the complaint handling process you may contact the Pacific Blue Cross Complaint Officer for any questions or comments related to this process by mail, email or fax as shown above.

  4. If you continue to remain dissatisfied after following the Company’s internal complaint handling process and wish to pursue your dispute, you may request a “Final Position Letter” from the Complaint Office at Pacific Blue Cross, which will have the company’s final position on the matter and details of the next steps available to you in order to further dispute Pacific Blue Cross’s handling of your complaint. Final Position Letters will be acknowledged and sent within 5 business days. You may then contact:

    The OmbudService for Life & Health Insurance (Ombudsman des assurances de personnes in Quebec), for issues with Individual Product insurance.
    In Toronto 416-777-9002 In Montreal 514-282-2088
    Toll Free across Canada 1-888-295-8112 Toll Free in Quebec 1-866-582-2088
    Toronto Fax 416-777-9750 Montreal Fax 514-285-4076

    Individuals with hearing loss can contact us via the free Bell Relay Service at 1-800-855-0511.

    Email: information@olhi.ca

    Website: www.olhi.ca

    OmbudService for Life & Health Insurance
    401 Bay Street, Suite 1507
    PO Box 7
    Toronto, Ontario, M5H 2Y4

    Ombudsman des assurances de personnes
    2001, rue University
    17e étage
    Montréal Québec H3A 2A6

    Please note the OLHI Ombudsman is not able to assist with issues related to benefits provided through your employer or if a regulator is already involved. The OLHI ombudsman also only deals with consumer complaints. For more information on the process please see the “Complaints” section of the website https: www.olhi.ca or https://oapcanada.ca/.

    Concerns about Pacific Blue Cross’s conduct may also be directed to our regulator the British Columbia Financial Services Authority at:

    BC Financial Services Authority
    2800 - 555 West Hastings Street
    BCFSA@bcfsa.ca
    Reception: 604 660-3555
    Toll Free : 866 206-3030
    Fax: 604 660-3365

    Issues that can be brought forward to BCFSA include:
    Sales and marketing practices, insurance company complaint handling and dispute resolution procedures, and insurance contract issues. BCFSA more generally ensures that insurers do not engage in acts and conduct that might reasonably harm the interests of insureds.

    The BCFSA does not generally intervene in individual claims disputes between policy holders and insurance companies.

    For complete information on what BCFSA can assist with, please see their website at https://www.bcfsa.ca/index.aspx?p=fid/index#ins. A complaint form is available at https://www.bcfsa.ca/pdf/FicomForms/InsuranceComplaintForm.pdf