At Blue Cross Life®, customer satisfaction is important, and it is our commitment to respond to complaints promptly, accurately and respectfully. We strive to provide a transparent approach to address concerns and complaints and will employ our best efforts to respond and resolve where possible. All complaints and personal information collected, whether written or oral, will be handled in a timely, professional and confidential manner. We want to make sure that concerns about our products, services or representatives, are handled fairly and efficiently.
First, discuss your concern with us. Many issues can be resolved by simply speaking with a customer service representative.
If your complaint involves a suspected privacy breach, please contact our Chief Privacy Officer.
If your concern isn’t resolved to your satisfaction in step 1, please request for a manager or supervisor to review your file.
If you remain dissatisfied with the response, you can file a written complaint with Blue Cross Life’s Complaint Officer. Please include details of how your concern was dealt with in step 1 and step 2 and why you disagree with the outcome.
Upon receipt of an escalated written complaint, your concerns will be acknowledged in writing by the Blue Cross Life Complaint Officer and an investigation into your concerns will begin.
During our investigation we may:
Once the investigation has been completed, you will receive a written response explaining the reasons for the decision. This is called a Final Position Letter.
If you continue to remain dissatisfied after following our complaint resolution process and wish to pursue your complaint, external recourse is available to you, through various consumer organizations:
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Term Life and Critical Illness Insurance products are underwritten by Blue Cross Life and distributed by PolicyMe Corp.
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