Step 1: Start the complaint process

Talk to a client service representative by calling our Customer Contact Centre at 1-800-263-9120.

Step 2: Escalate your complaint

If you’re not satisfied following a discussion with the Customer Contact Centre, ask to whom you can escalate your concern. Depending on the product or service, you may be referred to a manager or an appeals process.

Step 3: Contact the Office of Fair Client Practices

If your concern remains unresolved after speaking with a manager, you may contact the Office of Fair Client Practices.

After the Office of Fair Client Practices review, you’ll receive a written response, except in the case where a simple complaint or concern can be cleared up over the phone.

We complete most investigations within 30 to 60 business days of receiving your complaint and all supporting documentation. If we can’t meet this deadline, we will contact you and tell you why we need extra time and when you can expect a response.

The written response from the Office of Fair Client Practices is considered the company’s final position.

Independent assistance

If we are not able to resolve your concerns to your satisfaction and you want to pursue the matter further, you may contact the OmbudService for Life and Health Insurance (OLHI). The OLHI is an independent service that offers recourse to consumers who have not been able to resolve their complaint by dealing with their insurance company.

For clients in Quebec, the Autorité des marchés financiers (AMF) also provides support. The AMF is a regulatory body established by the provincial government of Quebec.

For clients in Saskatchewan, you may also contact the Superintendent of Insurance:

Financial Consumer Agency of Canada (FCAC)

The Financial Consumer Agency of Canada supervises all federally regulated financial institutions, which includes federally regulated insurance companies, for compliance with federal consumer protection laws, including the requirement to have a complaint-handling process in place. FCAC does not resolve individual complaints.

If you have a problem with a financial product or service, you may file a complaint with Co-operators Life Insurance Company. If you are not satisfied with how your complaint has been handled, you can escalate the complaint to the following third-party complaints body: OmbudService for Life and Health Insurance.

If you want to know your rights or need information about Co-operators Life Insurance Company’s complaint-handling process, you may contact FCAC by online form, mail, or telephone. FCAC uses information from consumer enquiries to support its mandate.

Web site: www.canada.ca/fcac

Online form: Contact Financial Consumer Agency of Canada

Phone:

For service in English: 1-866-461-FCAC (3222)

For service in French: 1-866-461-ACFC (2232)

For calls from outside Canada: 613-960-4666

Teletypewriter (TTY): 1-866-914-6097 / 613-947-7771

Video Relay Service: FCAC welcomes Video Relay Service (VRS) calls. You do not need to authorize the relay service operator to communicate with FCAC.

Visit Home - SRV Canada VRS to learn more.

Mailing address: Financial Consumer Agency of Canada 427 Laurier Avenue West, 5th Floor Ottawa ON K1R 7Y2

Credit and Mortgage Protection, Individual Life insurance, Retirement Services: Complaint resolution process

Whether it’s about your policy or service, give us the opportunity to try and make things right.