We’re committed to meeting the needs of all our clients.
We strive to provide our products and services in a way that respects the dignity and independence of people with disabilities.
In this policy we refer to ourselves – The Canada Life Assurance Company and our Canadian subsidiaries – as “we,” “our” and “us.”
We may update this policy from time to time. When accessibility laws are updated, we’ll review and update this policy to stay consistent with them.
Canada Life is committed to offering our products and services in ways that meet the accessibility needs of persons with disabilities. We take reasonable, timely action to ensure that everyone has the same opportunity to access our products and services. We’ll meet these needs by removing and preventing barriers to access and by complying with accessibility laws.
We’re committed to supporting you if you need assistive devices to access and use our products and services.
You’re responsible for ensuring that you use your assistive device in a safe and controlled way.
You’re welcome to bring a support person or service animal if you need one to access our facilities, products and services. In cases where their access is restricted, we’ll make reasonable efforts to arrange other ways for you to access them.
When requested, we’ll provide a communication support or accessible format so that you can access and use our products or services. We‘ll work with you to determine the suitable format and provide it in a timely way.
If requested, we‘ll use these same supports and formats to provide emergency procedures, plans and public safety information that’s available to the public.
Wherever possible, we’ll ensure that our public websites meet the digital accessibility standards that apply.
When we decide to use self-service kiosks, we‘ll give priority to those that are accessible to people with disabilities.
When we build or make changes to public spaces at properties we own, we’re committed to meeting the design requirements and timelines that the accessibility laws require. We‘ll also try to ensure the right accessibility features are available and that everyone can use them.
Where we hold a public event, we’ll make reasonable efforts to ensure that we:
- Give notice of the event in a way that meets the needs of people of all abilities.
- Hold the event in an accessible location.
- Provide notice that you may request the supports from us that meet your physical and communications needs.
- Work with you to provide those supports if you request them.
In a situation where a disruption to service has occurred, we‘ll provide a notice of disruption to the facilities or services under our control. This notice will explain:
- Why physical access is not available.
- How long we expect the features to be unavailable.
- What other options exist for accessing the good or service, if any.
We’ll display notices of disruption on our website and at the location in question, or in any other ways that are reasonable in the situation. You may request more information about the steps we’ll take to keep you informed.
Accessibility plan
We maintain an accessibility plan to outline our strategy to prevent and remove barriers to accessibility. The accessibility plan covers multiple years, and we’ll review and update it periodically. Our accessibility plan is available on our website and you may request an accessible format.
We provide accessibility training to all Canadian employees. They’ll receive training as soon as possible after we have hired them. Topics covered in this training include:
- What role accessibility laws and related human rights codes play.
- What these laws and codes require us to do.
- How to prevent, identify and remove accessibility barriers.
- How best to interact and communicate with people with various types of disabilities.
- How to interact with people with disabilities who require an assistive device, service animal or support person.
- What to do if a person with a disability is having challenges accessing our products, services or facilities.
We’ll also ensure that we provide the proper training to other people who need it according to accessibility laws or if there is a change in accessibility policies and procedures.
If an employee changes roles or areas within Canada Life, we’ll provide any training that applies to their new role or area.
We’ll also provide updated training for employees when our policy and procedures change. We keep records of all training we provide.
We welcome your feedback on how we provide access to our products, services or facilities. If you have concerns or need us to arrange for accessible formats or communication supports, let us know.
You can get in touch with us through this webform or at 1-844-222-2264. Or you can write us at:
The Canada Life Assurance Company
Accessibility Feedback
Terminal L612
255 Dufferin Avenue
London ON, Canada N6A 4K1
We’ll direct feedback to the appropriate team and respond promptly. We’ll handle complaints according to our Customer Complaints Procedures. Where it applies and when you request, you’ll receive information about the actions we take to respond to feedback.
Last updated – August 2026