Complaint Resolution Process

The purpose of our Complaint Resolution Process is to ensure that all of our customers are able to process a complaint and receive a response in a timely manner. 


Step one: Contact Broker/Agent 

If you feel unsatisfied or have a concern with our services or product, please contact the broker or agent who served you in buying a Travelance product. 


Step two: Contact Travelance

After you’ve contacted your broker or agent and still feel unsatisfied with the response, please contact us. We will collect all the facts and independently review your case with the necessary provided information.Your complaint will be worked on a first come first served basis and an acknowledgement to your complaint will be sent in three (3) business days. To initiate your complaint, please contact:

Alex Gabaldo
Manager, Compliance
Phone: 1-855-566-8555 ext. 1811


Step three: Contact your provincial or territorial insurance council 

After contacting us, if you still feel unsatisfied, please contact the respective insurance council. 

Autorité des marches financiers

For Quebec residents, AMF is an independent public body that is responsible for safeguarding investments in financial instruments. AMF assistance and Complaints

Autorité des marches financiers
Place de la cité, Tour Cominar
2640 boulevard Laurier, 3e étage
Sainte-Foy, Québec G1V 5C1

Québec City: 418 525-0337
Montréal: 514 395-0337
Other regions: 1 877 525-0337


Financial Services Regulatory Authority of Ontario

Ontario residents must fill out the form in the link below to get a hold of the FSRA

Financial Services Regulatory Authority of Ontario
5160 Yonge Street, 16th Floor
Toronto, Ontario M2N 6L9

Telephone: 416-250-7250
Toll-free: 1-800-668-0128


Financial Consumer Agency of Canada (FCAC)

The Financial Consumer Agency of Canada (FCAC) supervises federally regulated financial institutions. For example, financial institutions are required by law to provide consumers with information about complaint-handling procedures.

Concerns about our complaint-handling procedure or a specific consumer provision, can be directed to the FCAC.

Financial Consumer Agency of Canada
427 Laurier Avenue West 6th Floor
Ottawa, Ontario K1R 1B9

Toll-free: 1-866-461-3222