Consumer Complaints and Resolution Process

At Pacific Blue Cross/BC Life, 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. Many issues can be resolved by simply speaking with a customer service representative.
  2. If your concern is regarding a recent claim and one of our customer service representatives is unable to resolve the matter with you, they can escalate your request to a 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.
  3. If you remain dissatisfied, please contact the Complaint Officer at:

    Complaint Officer
    C/O Pacific Blue Cross
    PO Box 7000
    Vancouver, BC V6B 4E1

    Fax 604 419-2092

    The Complaint Officer will investigate your complaint and provide a response.

  4. If you continue to remain dissatisfied after following the Company’s internal complaint handling process and wish to pursue your complaint, you may contact the OmbudService for Life & Health Insurance (Ombudsman des assurances de personnes in Quebec).
    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.



    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

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.