Customer complaints
Real estate investment funds suspension
On March 20, 2020 the Canada Life Assurance Company announced a temporary suspension to Canadian real estate investment funds. This decision was made in the best interests of all unitholders.
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.
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.
Group products
Group retirement income plan
Phone: 1-800-724-3402
Outside North America: 519-432-5281 5 1 9 4 3 2 5 2 8 1
Group critical illness insurance
Phone: 1-866-907-2395 1 8 6 6 9 0 7 2 3 9 5
Group disability insurance
Phone: 1-877-273-2159 1 8 7 7 2 7 3 2 1 5 9
Email: GroupDisabilityClaimsServices@canadalife.com
Group health and dental insurance
(including out-of-country coverage)
Phone: 1-800-957-9777 1 8 0 0 9 5 7 9 7 7 7
Outside North America: 204-946-1190 2 0 4 9 4 6 1 1 9 0
Group life insurance
Phone: 1-855-812-4211 1 8 5 5 8 1 2 4 2 1 1
Email: GroupLifeBenefits@canadalife.com
Creditor insurance
- Mortgage Insurance
- Personal Loan Insurance
- Personal Line of Credit Insurance
- Credit Card Outstanding Balance Insurance
- Commercial Loan Insurance
Phone: 1-800-380-4572 1 8 0 0 3 8 0 4 5 7 2
Email: creditorcomplaints@canadalife.com
Direct marketing insurance
- Group Life
- Critical illness
- Accidental Death and Dismemberment
Phone: 1-800-265-3449 1 8 0 0 2 6 5 3 4 4 9
Email: CLDMcomplaints@canadalife.com
Individual products
Individual life insurance
Phone: 1-888-252-1847 1 8 8 8 2 5 2 1 8 4 7
Outside Canada and the United States: 416-597-6981 4 1 6 5 9 7 6 9 8 1
Individual living benefits
- Critical Illness
- Disability Insurance
Phone: 1-888-252-1847 1 8 8 8 2 5 2 1 8 4 7
Outside Canada and the United States: 416-597-6981 4 1 6 5 9 7 6 9 8 1
Individual retirement and investment products
Phone: 1-888-252-1847
Outside Canada and the United States: 416-597-6981
Annuities: 1-877-232-4422
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.
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 FormOpens in a new window - Opens in a new window.
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.
Due to COVID-19, please email us at ombudsman@canadalife.com or speak to someone directly at 1-866-292-7825 1 8 6 6 2 9 2 7 8 2 5
Ombudsman
The Canada Life Assurance Company
255 Dufferin Avenue
London, ON N6A 4K1
Canada
Phone: 1-866-292-7825 1 8 6 6 2 9 2 7 8 2 5
Fax: 1-855-317-9241 1 8 5 5 3 1 7 9 2 4 1
Email: ombudsman@canadalife.com
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
If you reside in the Province of Quebec, you may request to have your complaint file transferred to the Autorité des marchés financiers, for their review. This request must be put in writing to the Canada Life Ombudsman.
Autorité des marchés financiers
800, square Victoria,
22e étage C.P. 246, tour de la Bourse
Montréal, QC H4Z 1G3
Phone: 1-877-525-0337 1 8 7 7 5 2 5 0 3 3 7
Website: www.lautorite.qc.caOpens a new website in a new window - Opens in a new window
For residents of Saskatchewan
If you reside in the Province of Saskatchewan, you may submit your complaint to the Superintendent of Insurance. For complaint inquiries or more information, please contact:
Superintendent of Insurance
Insurance and Real Estate Division Financial and Consumer Affairs Authority
Suite 6011919
Saskatchewan Drive
Regina, Saskatchewan S4P 4H2
Phone: 306-787-6700 3 0 6 7 8 7 6 7 0 0
Website: www.fcaa.gov.sk.caOpens a new website in a new window - Opens in a new window
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
20 Adelaide St. East, Suite 802
P.O. Box 29
Toronto, Ontario M5C 2T6
Phone: 1-888-295-8112 1 8 8 8 2 9 5 8 1 1 2
Website: www.olhi.caOpens a new website in a new window - Opens in a new window
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, Ontario K1R 1B9
Phone: 1-866-461-3111 1 8 6 6 4 6 1 3 1 1 1
Website: www.fcac-acfc.gc.caOpens a new website in a new window - Opens in a new window