At PHI Direct, we pride ourselves on our customer service. If you happen to have a complaint about our services or policies, please let us know how we can improve. If you have a concern regarding the handling of your personal information, please see our Privacy Policy.
To address your concern and reach a resolution, please follow the steps outlined below.
- Give us a call or send us an email. PHI Direct's care team is available to talk to you about any concerns or questions you may have. You can reach us at 1-855-600-7072. You can also email us anytime at care@phidirect.com.
- We are confident that our Care Team can effectively address your concerns by working with you directly. If you are not satisfied with the resolution provided for your complaint or if it requires further review or investigation, you can request that it be escalated it to a manager. Within 72 business hours, a manager will contact you to discuss your issue. We understand that in rare cases, your complaint may require more time for investigation. In such cases, we will keep you updated regularly on the progress.
- If you’re still not satisfied after working with one of our managers, you can contact our Compliance Team by submitting your complaint in writing with all supporting documentation. Please mail it to 1277 Lynn Valley Rd #309, North Vancouver, BC V7J 0A2, or email it to info@phidirect.com.
- If at any time, you would instead prefer to contact our underwriter, Accelerant Insurance Company of Canada (formally Omega General Insurance Company), you may contact the Accelerant Complaint Liaison Office by emailing ca.contact@accelins.com, calling (416) 361-1728, or writing to 34 King Street East, Suite 1200, Toronto, Ontario M5C 2X8.
If you’re still not satisfied after steps 1-4, you can contact the appropriate regulatory and industry bodies.
- General Insurance OmbudService (GIO): A national independent dispute resolution service for Canadian insurance consumers. (877) 225-0446 | www.giocanada.org |4711 Yonge Street, 10th Floor, Toronto, ON M2N 6K8 Fax (416) 299-4261
- Financial Consumer Agency of Canada (FCAC): An independent body working to protect consumers of financial products and services. (866) 461-3222 | www.fcac-acfc.gc.ca
If you have a complaint regarding this complaint handling procedure or a specific consumer provision, you may raise these concerns with the FCAC. For more information on the FCAC, you may visit their website or call them toll-free at (866) 461-3222.
