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 Ombuds Office

If your concern remains unresolved after speaking with a manager, you may email the Ombuds Office or call 1-877-720-6733.

After the Ombuds Office 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 Ombuds Office 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:
Postal address: Financial and Consumer Affairs Authority of Saskatchewan, Insurance and Real Estate Division
Attention: Superintendent of Insurance, Suite 601-1919 Saskatchewan Drive, Regina, SK S4P 4H2
Email: fcaa@gov.sk.ca
Phone: 1-306-787-6700
Fax: 1-306-787-9006

Regulation of complaint handling procedures

We have filed our complaint handling procedures with the Financial Consumer Agency of Canada (FCAC), an independent government body that regulates consumer provisions relating to financial services, including insurance.

If you have a specific concern regarding our complaint process or a specific consumer provision, you may raise these concerns with the FCAC. The FCAC can provide tips on how to make a complaint; however, they do not get involved in individual disputes.