Compliments & Complaints

Medipac is dedicated to providing exceptional customer service. If you are not completely satisfied with our service, we want to hear about it so that we can improve both your experience and the services we offer. We are committed to ensuring that all complaints and concerns are properly identified, evaluated and addressed in a fair and impartial manner.

Complaint Process

Medipac is dedicated to providing exceptional customer service. If you are not completely satisfied with our service, we want to hear about it so that we can improve both your experience and the services we offer. We are committed to ensuring that all complaints and concerns are properly identified, evaluated and addressed in a fair and impartial manner.

When submitting a complaint, it is important that you provide us with as much information as possible surrounding the issue. While not all cases are the same, the following information would be helpful:

Follow these steps to report your complaint:

1. Let us know

If you have a concern, please first contact our customer service centre by phone or email. A customer service representative will listen openly to your issue and work hard to address your concern.

1-888-MEDIPAC (1-888-633-4722)
service@medipac.com

2. Write Our Complaint Department

If your concern is not resolved initially, please provide details in writing and send it to our dedicated Complaint Department. Upon receipt of your letter, we will send you a written acknowledgement of receipt within five (5) business days, advising of the expected time frame to respond to your concern. If more information is required, we may make a request via mail or email.

Send your complaint to us in writing at:

Medipac Travel Insurance
ATTN: Complaint Department
180 Lesmill Rd
Toronto ON M3B 2T5

Once all information is received, a thorough review of your issue will be conducted, and we will communicate our position to you in writing.

3. Other Options

Having completed the steps above, if you still are not satisfied with the outcome, you may escalate your complaint to Old Republic Insurance Company of Canada, the underwriter of Medipac Travel Insurance. Old Republic’s complaint process is available at:

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

Appeals Process

When Medipac adjudicates a claim, decisions regarding payments are made in accordance with the terms and conditions of the insurance policy. Once the formal adjudication of your claim is complete, you will be notified of the results in writing. In very rare circumstances, a claim may be denied (in whole or in part). If such is the case with your claim, you may appeal the decision. Medipac maintains a formalized, three-level, appeals process through which you can request the initial decision be reviewed.

1. First Appeal

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.

2. 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.

3. Old Republic Insurance Company of Canada (Underwriter)

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
Box 557, 100 King Street West
Hamilton, Ontario L8N 3K9

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.

4. Outside Recourses

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,
17th 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

CONTACT US

Medipac strives to provide customer experience that is both easy and professional. Our call center lines are staffed with dedicated customer service representatives who can help you better understand the Medipac Plan, help you to enrol in the plan and or make changes to your existing policy.

Remember: if you have a change in health prior to your Effective Date of Insurance – CALL US.

Call Centre Hours (EST)

Monday to Friday : 9:00 a.m. – 7:00 p.m.
Saturday : 9:00 a.m. – 5:00 p.m.

Walk-in Centre Hours (EST)

Walk-in Centre is temporarily closed.
We apologise for any inconvenience.

Location

Enrollment

Toll Free : 1-888-633-4722
Local Number : 416-633-4722
Fax : 416-441-7030
Email : admin@medipac.com
Address and Medipac
Walk-In Centre :
Medipac Travel Insurance
180 Lesmill Rd.
Toronto, Ontario M3B 2T5

Emergency Assistance

For Emergency Medical Assistance Only - Available 24 hours:

Toll Free from
the U.S.A.
and Canada :
1-800-813-9374
Local : 416-441-6337
Fax : 416-441-7059
E-mail : assist@medipac.com

Claims

Toll Free : 1-888-311-4761
Local Number : 416-441-7073
Fax : 416-441-7059
E-mail : claims@medipac.com
Address : Medipac Claims Department
180 Lesmill Rd.
Toronto, Ontario M3B 2T5

*Please note that changes and extensions to existing policies cannot be accepted via e-mail.