Compliments & Complaints

All appeals must be made in writing and as soon as possible after receiving the claim decision. Your letter of appeal should include supporting medical documentation or any other information you feel is relevant and that supports your request.

Please mail your letter of appeal and supporting documentation to:

Medipac Assist
ATTN: Claims Appeal
180 Lesmill Rd
Toronto ON M3B 2T5

At this stage, a senior adjudicator will review your appeal, and confirm in writing their decision within 30 days. Should the initial decision not be overturned on appeal, you may request that your claim be reviewed by Medipac’s Appeals Committee.

The Appeals Committee is made up of senior management, and at least one medical professional. When submitting your request for your claim to be reviewed by the Appeals Committee, please include any additional and relevant information, with particular attention to any such medical information, that may have been overlooked or not previously available.

Please mail your letter of appeal to the Appeals Committee at:

Medipac Assist
ATTN: Appeals Committee
180 Lesmill Rd
Toronto ON M3B 2T5

At this stage, the committee will carefully consider your position and review all the facts of your claim, including any new information that you might feel is relevant. Confirmation of the committee’s decision will be made in writing within 30 days. Should your appeal not be successful, you may request that your file be forwarded to Medipac’s underwriter for a final review and consideration.

Should you wish to have your claim reviewed by Old Republic, it is recommended that you contact the company directly to ensure an impartial review. Medipac will forward your complete file to Old Republic for review. Again, it is recommended that you include any additional and relevant information that may have been overlooked or not previously available.

Appeals made to Old Republic should be mailed to:

Complaints Officer
Old Republic Insurance Company of Canada
100 King Street West, Suite 1100
Hamilton, Ontario L8P 1A2

Fax: 1-866-551-1702
E-mail: compliance@orican.com
Old Republic maintains a separate complaints and appeals process which is available at:

https://www.orican.com/complaint-procedures.

Once you have received a response from the underwriter; if you still do not agree with the decision, you may submit your concerns to one of the following organizations:

The Ombud Service for Life and Health Insurance (OLHI) 

The OLHI is a national, independent complaint resolution and information service for consumers of Canadian life and health insurance. They offer free, bilingual service to any consumer whose insurance company is an OLHI member – our underwriter, Old Republic Insurance Company of Canada, is an OLHI member.

Toronto Office:
401 Bay St,
Suite 1507
P.O. Box 7
Toronto ON M5H 2Y4
1-888-295-8112

Montreal Office:
2001 University Street,
17^th Floor Montreal QC H3A 2A6
1-866-582-2088 (toll-free within Quebec)

Quebec – Authorité des marches financiers (AMF) 

Direction des plaintes et de l’indemnisation Place de la Cité,
tour Cominar 2640,
boulevard Laurier,
bureau 400
Québec (Québec) G1V 5C1

1 877 525-0337