Complaint and Appeal Procedures


In the event of a concern with the sales process or if you have an issue about your claim, you may request that the circumstances be reviewed. Any new information provided will be taken into consideration and a decision will be given in writing outlining our findings based on the terms, conditions, limitations and exclusions of the policy. Requests to review your particular circumstances regarding a claim must be made in writing no later than 30 days after the date you receive our decision.

For sales concerns or claims issues email:

ombudsman@tis.ca

Address to write about a claim:

Appeals
Ardent Assistance
25 Millard Ave. West, 2nd Floor
Newmarket, ON L3Y 7R5

Address to write about the sales process:

Ombudsman
Travel Insurance Specialists
4-160 Pony Drive
Newmarket, ON L3Y 7B6


If you still remain unsatisfied, you may refer your complaint/appeal to Industrial Alliance Insurance and Financial Services Inc. Please click here for a copy of their complaint procedures