Office Closure
Please be advised that The Edge Benefits Head Office will be closed Friday Oct 10th to Monday, October 13th in recognition of Thanksgiving. We will resume regular business hours at 8:30 AM ET on Tuesday, October 14th. Have a safe and happy Thanksgiving.

Canada Post Service Disruption
Due to the postal strike, please note that The Edge Benefits will hold all outgoing mail until postal service resumes. To receive policy documents electronically or if you currently submit premium payments by Canada Post, please contact our office at 1-877-902-EDGE (3343) or email customerservice@edgebenefits.com to make alternative arrangements.

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We value your privacy.

What’s next?

One of our associates will be back in touch with you within 1-2 business days.

To speak with someone immediately, connect with our Customer Service Department.
1-877-902-EDGE (3343)
customerservice@edgebenefits.com
8:30 a.m. to 4:30 p.m. Eastern
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Statement on Fair Treatment of Consumers

The Edge Benefits Commitment and Values

The Edge Benefits Inc. is committed to the fair treatment of consumers. This is embedded in the organization’s Mission, Vision and Values. We make decisions based on the total value it will bring to our members, clients, and their communities.

At The Edge Benefits Inc., we value integrity, treating our members and clients with respect, supporting our employees, giving life to co-operative principles and values, balancing our economic goals with concern for the environment and the welfare of Canadians. Our clients are at the core of our business and the forefront of our strategy and service.

View our full Statement on Fair Treatment of Consumers

Retrieving Unclaimed Property

Unclaimed property is money held by The Edge Benefits Inc. which may be payable to you under the terms of a financial product or an insurance contract. This could include premium refunds, or unpaid commission.

View our process for Retrieving Unclaimed Property

The EDGE Consumer Complaint Policy – Summary

Office of Fair Practices (OFP)

Filing a Complaint Regarding our Services

The EDGE will ensure complaints are assigned quickly and processed in a timely manner.

What is a complaint?
A complaint expresses a reproach or dissatisfaction in respect of the services or products that The EDGE offers, and your expectation that The EDGE will take action to address the complaint. You may, for example, expect a refund from The EDGE, or for The EDGE to take action to address the situation giving rise to your complaint.

How to file a complaint?
You may file a complaint with The EDGE by whichever means is convenient for you. If you are a Quebec resident, you may also complete the form from the Autorité des marchés financiers (AMF). The EDGE can help you file a complaint.

To contact us/file a complaint:

Telephone Number: 1-877-902-EDGE (3343)
Email Address: fairpractices@edgebenefits.com or pratiquesequitables@edgebenefits.com
Mailing Address: 1255 Nicholson Rd., Newmarket, Ontario L3Y 9C3

Steps in the complaint process
For certain complaints, a simplified process may be followed whereby a means of resolving the situation is proposed. This process is for complaints that can be resolved to your satisfaction within 20 calendar days.

A complaint can be considered to be resolved to your satisfaction when you accept the proposed solution to your complaint, or when the explanations provided to you are sufficient to resolve your complaint.

Under the simplified process, your complaint may be handled verbally (during a phone call, for example).

If a solution cannot be proposed or explanations cannot be provided that are sufficient to resolve your complaint under this process, you will be notified in writing. Your complaint will continue to be processed, but in accordance with the steps in the complaint process described below.

Also, if your complaint cannot be resolved according to the simplified process, or if the nature or complexity of your complaint is such that the complaint does not lend itself to the simplified process, then the complaint is processed according to the following steps:

  • We will acknowledge your complaint in writing within 10 calendar days of receipt.
  • We will analyze your complaint ensuring we understand the situation and your expectations for resolving it. If necessary, you may be contacted for additional information.
  • We will provide you with a written final response within 30 calendar days after your complaint is received. The final response will describe how your complaint was analyzed and what led to the response and, when possible, propose a solution to your complaint. You may contact the Office of Fair Practices directly, if you have any questions or comments regarding our response.

If your complaint is more complex than anticipated, an additional 30 calendar days may be required for the analysis of your complaint. If this happens, you will be notified in writing and informed of the circumstances warranting the extension.

You will be given time to review or respond to the offer to resolve your complaint, with sufficient time to seek advice if needed, to make your decision regarding the offer of resolution. If we reach agreement, the offer will be executed within 30 calendar days.

A record is created for each complaint, and all information or documents that are useful in processing your complaint, are put in this record. If you are not satisfied with the outcome of your complaint, The EDGE can provide you with the information to contact the Insurance Company directly (if applicable) via the appropriate department and/or Ombuds Office.

For Quebec residents, you can contact The EDGE to request to have your complaint record examined by the AMF at any time if you are not satisfied with the response provided or how the complaint was processed. The EDGE will provide this file to AMF no later than 15 calendar days following receipt of your request.

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