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’d like to express a concern, please follow our simple resolution guide below.

Any personal information collected during issue handling will be treated according to 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.

Toll-free 1.800.667.3699
Regina area 306.352.7638

For Claims-Related Concerns
We’ll review your claim within one to two business days. If an error was made in our original assessment, it will be corrected. If the review doesn’t find any errors, you’ll have the option to appeal the decision by providing additional supporting documentation to have your claim reconsidered. Call us and one of our representatives will help you with this part of the process. We’ll send you the outcome of your appeal within two to three business days.

Step 2 – Escalate

If we were unable to resolve your concern, you can write to us and ask to have the matter escalated to a supervisor as a complaint. We’ll provide a written response within seven to 10 business days. If we can’t meet this timeframe we'll let you know.

Please include the following in your message:

  • your name, contact information and GMS ID#
  • the details of your complaint and all relevant documents
  • your desired outcome

Email: info@gms.ca

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

For Claims-Related Concerns
Please call and request an additional review of your claim. This will escalate it to a supervisor who will make sure policy provisions, adjudication and administrative procedures were followed correctly. You’ll receive an update within three to five business days.

Step 3 – Contact the GMS Ombudsman

After following the steps above, if you’re still dissatisfied with the outcome, you can have your matter escalated to the GMS Ombudsman. You must follow the steps above before sending your complaint to the Ombudsman’s office in order for it to be considered.

To bring your matter to the attention of the GMS Ombudsman, you must provide a written request asking for a review of your concern that includes:

  • your name, contact information and GMS ID#
  • the details of your complaint and all relevant documents
  • your desired outcome

Email: gmsombudsman@gms.ca

Mail:
Group Medical Services
Attn: GMS Ombudsman
2055 Albert Street, PO Box 1949
Regina, SK S4P0E3

Once your written request is received, your concerns will be acknowledged in writing. After sending a request to the GMS Ombudsman, you may be contacted to clarify any information you’ve provided or to provide additional information. The Ombudsman’s review can take up to 30 days. 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 4 - 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
20 Adelaide St. East, Suite 802, P.O. Box 29
Toronto, ON M5C 2T6