Customer Complaint Resolution Policy

Customer service is a point of difference and a point of pride for us at GMS. If you’re unhappy with your GMS insurance experience, let us know – we take complaints seriously and work hard to resolve issues in a fair, timely, and professional manner. 

We created this step-by-step guide so you know what to expect if you have a complaint. Please contact us if you have questions about this process.  

NOTE: Any personal information collected during issue handling will be treated according to our Privacy Policy.

STEP 1: Call GMS Customer Care

We want to hear from you. Call us toll-free at 1-800-667-3699 or 306-352-7638 to talk to a GMS Customer Care team member.

For claim-related complaints

  • We’ll have a different assessor review your claim within 1-2 business days. If we made a mistake in our original assessment, we’ll fix it. Either way, we’ll let you know. 

  • If you’re not happy with the decision, you can ask for a Service Lead to review your claim. They may need more information, but you’ll hear back within 2-3 business days. 

STEP 2: Escalate to a GMS Supervisor

If you’re not happy with the outcome at Step 1, you can write to us or call us and ask for your complaint to be escalated to a supervisor. We'll do our best to get back to you in 3-5 business days. 

Your request should include:

  1. Name
  2. GMS ID
  3. Contact information
  4. Details of your complaint (including all relevant documentation)
  5. Desired outcome

You email us @email or send your request by mail: 

Group Medical Services 
2055 Albert Street, PO Box 1949 
Regina, SK S4P 0E3

 

For claim-related complaints:

  • Call us and ask for another review of your claim.  

  • We’ll take your claim to a supervisor who will make sure we followed the right policy provisions, adjudication, and administrative procedures.  

  • We’ll send you an update within 3-5 business days.  

STEP 3: Contact the GMS Ombudsman

If you’re not happy with the outcome at Step 2, you can send a written request to have your complaint escalated to the GMS Ombudsman.

NOTE: We will only accept complaints that have already been through Steps 1 and 2.

 

Your request should include:

  1. Name
  2. GMS ID
  3. Contact information
  4. Details of your complaint (including all relevant documentation)
  5. Desired outcome

You can email us at @email or send your request by mail:  

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

 

We’ll send you a written confirmation once we receive your request. Someone may contact you to clarify the information you sent or to ask you to provide additional information.

GMS Ombudsman reviews can take up to 30 days. We will send you a letter outlining the decision and any further action that may be taken once the review is done.

STEP 4: Contact the OmbudService for Life and Health Insurance

If you’ve been through Steps 1 – 3 and still aren’t happy with the outcome, you can contact the OmbudService for Life and Health Insurance (OLHI). OLHI is a national independent complaint resolution and information services for consumers of Canadian life and health insurance products and services.

Learn more about OLHI and their complaints process at www.olhi.ca.

 

You can contact OLHI by phone at 1-888-295-8112 or by mail: 

OmbudService for Life and Health Insurance 
ATTN: General Manager 
20 Adelaid Street E, Suite 802, PO Box 29 
Toronto, ON M5C 2T6