If something has gone wrong, tell us first. We acknowledge every complaint within 2 business days and give a full written response within 30 days. If the complaint is about a claim or a policy decision, the insurer’s complaints officer is the next step, then OLHI, the free ombudservice. FSRA handles complaints about our licensing conduct.
Step 1: How do you complain to SuperVisaDirect?
Email [email protected] with “Complaint” in the subject line, or request a callback and ask for the complaints contact. Include the policy number, what happened, what you want us to do and copies of any documents. We acknowledge within 2 business days and respond in full within 30 days.
| Stage | Our commitment |
|---|---|
| Acknowledgement | Within 2 business days, in writing, naming the advisor handling it |
| Investigation | We review the file, call recordings and insurer correspondence |
| Response | Within 30 days, in writing, with what we found and what we will do |
| If you disagree | We tell you the next step: the insurer, OLHI or FSRA |
Complaints are handled by a licensed advisor who was not involved in the original sale, wherever possible in a four-person business.
Step 2: How do you complain to the insurer?
The insurer named on your certificate decides claims, refunds and coverage. A dispute about any of those goes to that insurer’s complaints officer. Ask for the insurer’s final position in writing; OLHI and FSRA both require that letter before they will review.
OLHI keeps a list of insurer complaint contacts. We will give you the exact address for your insurer, help you draft the complaint and send the supporting documents. Keep a dated record of every call and email.
Step 3: When can OLHI review your complaint?
Once the insurer has given its final position and you are not satisfied, you can take the complaint to the OmbudService for Life & Health Insurance. OLHI is free, independent and impartial, and operates in English and French. It can ask the insurer to reconsider where it finds the complaint has merit.
- Submit online through OLHI’s portal, linked from its complaints process page.
- Phone 1-888-295-8112 (toll-free in Canada).
- OLHI aims to conclude most complaints within 120 days of acknowledging them in writing.
OLHI covers life and health insurance, which includes visitor and super visa medical insurance, term life and critical illness.
When should you go to FSRA?
Go to FSRA if you believe Super Visa Direct Insurance Services or its licensed advisor broke Ontario’s insurance rules: misleading advice, undisclosed conflicts, mishandled premiums or unlicensed activity. FSRA licenses us and can investigate and take enforcement action.
FSRA’s complaint page states it cannot settle contract disputes, issue refunds or obtain compensation for you. It asks for the insurer’s final position letter where the complaint involves an insurer. FSRA’s intake checks licensing within 3 business days, and a compliance officer contacts you within 10 business days.
What rights do you have throughout?
You can ask for a copy of your application and health questionnaire answers at any time, request clarification of any policy term, and escalate without penalty. We have adopted the THIA Travel Insurance Bill of Rights, which sets out these rights in full. Our advisor disclosure explains how we are paid and how we manage conflicts.
Questions people ask
Who do I complain to about a denied super visa insurance claim?
The insurer named on the certificate decides claims, so a denied claim goes to that insurer's complaints officer. We will help you draft it and send supporting documents. Once the insurer gives its final position in writing, you can take it to OLHI, which is free and independent.
Does OLHI cost anything?
No. OLHI states its services are free for consumers across Canada, in English and French. You must first complete the insurer's internal complaint process and receive its final position in writing. OLHI aims to conclude most complaints within 120 days of acknowledging them.
Can FSRA get my claim paid?
No. FSRA reviews whether an agent or insurer followed Ontario's insurance laws and can take enforcement action. FSRA states it cannot settle contract disagreements, issue refunds or get compensation for you. For a claim dispute, use the insurer's complaints officer and then OLHI.
What if the problem is with SuperVisaDirect's advice or service?
Email [email protected] or request a callback and say it is a complaint. We acknowledge in 2 business days and respond in full within 30 days. If you are not satisfied, you can file a conduct complaint with FSRA, which licenses Super Visa Direct Insurance Services and its designated licensed agent.