We at Generali Global Health Services endeavour to ensure that we maintain high standards of customer care, unfortunately there may be circumstances where you feel that we have not delivered on these high standards.
Where you feel it necessary to make a complaint, we will work to do our utmost to resolve your complaint as efficiently and effectively as possible. Your concern is important to us and we want you to be entirely satisfied with the service you receive from us.
If you wish to make an official complaint please see the below steps.
How to make a complaint
If you are not happy with our services or business conduct and have a complaint about the services provided by us, you may notify a complaint in writing with full details of the subject of the complaint, relevant documentary materials which may support your complaint, your full name, membership details and how we may contact you (i.e. full address, telephone number, e-mail address, etc.).
We prefer not to deal with verbal or anonymous complaints. However, you may call us or make your complaint in person, should you have any difficulties which may prevent you from making a written complaint.
How to contact us
You can lodge your complaint via the Contact Us Form.
You can also send us your complaint via the following channels:
Telephone: +1 905 669 4333
Mail: Generali Global Health Services
150 Commerce Valley Drive West, Suite 900
Thornhill, ON L3T 7Z3 Canada
How we shall handle your complaint
Information in relation to a complaint will be treated as strictly confidential. Upon receipt of your complaint, we shall send a written acknowledgement to you by either email or letter.
Within thirty (30) days from the date of receipt of the complaint, we shall send you either a final response or a response which explains why we are not in a position to provide a final response or gives reasons for the delay and indicates when we expect to be able to provide a final response.
The acknowledgement and the final response may be combined, if we are able to provide a final response within a short period of time.