Customer Complaint Resolution Policy

Occasionally concerns come up. And when they do, we take them seriously. Our goal is to deal with any issue in a fair, timely and professional manner. If you would like to express a concern, please follow our simple resolution guide below.

Any personal information collected during issue handling will be treated in accordance with the terms of our privacy policy.

Step 1 – Call Us

Let us know what you’re thinking.  Please call and speak to one of our Customer Service Representatives at:

toll-free 1.800.667.3699; or
if you’re in the Regina area 306-352-7638.

If you are unsatisfied with the outcome at any point during your call, please ask to speak with a manager right away.

Step 2 – Write Us

Unsatisfied with the response you received after calling?  You can have your matter escalated to the GMS Ombudsman.

In order to bring your matter to the attention of the GMS Ombudsman, you must provide a written request including:

  • your name, contact information, and GMS ID#;
  • a description of your matter and any relevant information or documentation (if applicable); and
  • your desired outcome.

Please mail your request to the GMS Ombudsman at:

Group Medical Services
Attn: GMS Ombudsman
2055 Albert Street, PO Box 1949
Regina, SK S4P 0E3

Once your written request is received, your concerns will be acknowledged in writing. After submitting a request to the GMS Ombudsman, you may be contacted to clarify any information you have provided or to provide additional information. After a review has been completed, a letter outlining the decision and any future action that may be taken will be sent to you.

Step 3 – Contact the Ombudservice for Life and Health Insurance

Not satisfied with the final response from the GMS Ombudsman? The Ombudservice for Life and Health Insurance (OLHI) is a national independent complaint resolution and information service for consumers of Canadian life and health insurance products and services. OLHI has a mandate to help resolve issues between insurers like GMS, and you.  

You can read more about OLHI and the services they provide at http://www.olhi.ca./  You can contact OLHI by:

Phone: 1.888.295.8112
Mail: OmbudService for Life and Health Insurance
Attn: General Manager
401 Bay Street, PO Box 7
Toronto, ON M5H 2Y4