Customer Complaint Handling Procedures
The Canada Life Assurance Company commits to addressing your concerns about our financial products and services promptly, fairly and professionally. We value your business and want to ensure you are happy with the service we provide. We strive to improve the financial, physical and mental well-being of Canadians. So when complaints arise from time to time, we take them seriously.
Our brochure available in PDF format below outlines the complaint handling procedures found below.
Step 1: Let us know about the problem
If you have a concern regarding one of our financial products or services please let us know. If you deal with an advisor they may be able to help. Alternatively, please contact one of our customer service representatives for the applicable business area as listed. If this does not resolve your concern, we have outlined additional steps you may choose to take.
- Mortgage Insurance
- Personal Loan Insurance
- Personal Line of Credit Insurance
- Credit Card Outstanding Balance Insurance
- Commercial Loan Insurance
Direct Marketing Insurance
- Group Life
- Critical illness
- Accidental Death and Dismemberment
Group Retirement Income Plan
Individual Life Insurance
Individual Living Benefits
- Critical Illness
- Disability Insurance
Individual Retirement and Investment Products
If you are unsure which business area to contact from this list, please contact us at 1-866-292-7825.
Step 2: Escalate your complaint
If you remain dissatisfied, you can ask to have the matter escalated as a complaint within the appropriate business area.
What to include with your complaint
When submitting or escalating a complaint for review, please provide the following:
- Details of your complaint;
- All relevant documents related to your complaint;
- An explanation of why you disagree with our decision or handling, why you are dissatisfied with a product or service or why you are dissatisfied with the response you received;
- The resolution you are seeking and why you believe this resolution is appropriate;
- Your Complaint Tracking Number (if one has previously been provided to you.)
This information will help the person reviewing your complaint to fully understand the situation and ensure your concerns are properly addressed.
You will receive an acknowledgement of your complaint along with an explanation of the business area’s complaint handling process and an estimation of when you can expect to hear back from us.
Step 3: Speak with the Ombudsman’s Office
If your complaint has not been addressed to your satisfaction within the business area, you will be provided with information on how you can submit your complaint to the Ombudsman’s Office for a final review. Please note: You need to go through the business area’s complaint process before submitting your complaint to the Ombudsman’s Office.
To help better serve you, we invite you to complete the Ombudsman Review Form.
If we are not able to address your complaint to your satisfaction, the Ombudsman’s office will explain the Company’s final position in writing and provide you with information about external resources available to you.
The Canada Life Assurance Company
255 Dufferin Avenue
London, ON N6A 4K1
Step 4: Contact an external regulator
If you’re not satisfied following the Ombudsman Review, you have the option to take your complaint to an external resource as listed below.
For Residents of Quebec
Autorité des marches financiers If you reside in the Province of Quebec, you may request to have your complaint file transferred to the Autorité des marches Financiers, for their review. This request must be put in writing to the Great-West Life Ombudsman.
Autorité des marches financiers
800, square Victoria,
22e étage C.P. 246, tour de la Bourse
Montréal, QC H4Z 1G3
For All Complaints
The OmbudService for Life and Health Insurance (OLHI) is a national independent complaint resolution and information service for consumers of Canadian life and health insurance products and services, including life, disability, employee health benefits, travel and insurance investment products such as annuities and segregated funds.
OmbudService for Life and Health Insurance
401 Bay Street, Suite 1507 PO Box 7,
Toronto, ON M5H 2Y4
For Consumer Provision Complaints
The Financial Consumer Agency of Canada (FCAC) supervises federally regulated financial institutions to ensure they comply with federal consumer protection laws (or “consumer provisions”).
There are various consumer provisions that apply to financial institutions including the requirement to have a complaint handling procedure in place that is available to the public. The FCAC does not provide compensation or address individual disputes. It will review whether a financial institution has complied with the FCAC requirements.
For more information about the FCAC, including a listing of consumer provisions that apply to us, please contact the FCAC directly.
Financial Consumer Agency of Canada
427 Laurier Avenue West, 6th Floor,
Ottawa, ON K1R 1B9