• We’ll open a file to record your complaint. 
• We’ll acknowledge receipt of your complaint in writing within 10 days and let you know the person or area you can contact to discuss it further. 
• We’ll gather the necessary information, then review your case. 
• We’ll provide you with a final written response as soon as possible, and generally, within 60 days. Your complaint may take longer to review or be more complex than anticipated. If this is the case, we’ll let you know the reason why we may need up to 30 extra days to provide our response.   
• If there’s a resolution offered, we’ll give you a reasonable amount of time to consider it. If you accept, we’ll implement it within 30 days or an agreed-upon timeline. 

Some complaints can be resolved very quickly and easily and may follow a simplified version of the process outlined above where they could be handled verbally (e.g., in a phone call). If we cannot provide a solution or explanation that you are happy with within 10 days under this process, we’ll acknowledge receipt of your complaint in writing and your complaint will follow the steps above.  

Most complaints can be referred externally to The OmbudService for Life and Health Insurance (OLHI), 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
2 Bloor St. West, Suite 700
Toronto, ON  M4W 3E2
Phone: 1-888-295-8112
Website: https://olhi.ca

If you live in Quebec, you can contact us at any time to let us know that you would like the Autorité des marchés financiers (AMF) to review your complaint. You can also contact them directly. We’ll send your complaint file to the AMF no later than 15 days after receiving your request.

Autorité des marchés financiers
800, rue du Square-Victoria
Bureau 2200
Montréal, QC  H3C 0B4
Phone: 514-395-0337 or 1-877-525-0337
Website: https://lautorite.qc.ca

If you live in Saskatchewan and have received our final response, you can contact the Superintendent of Insurance.

Superintendent of Insurance
Insurance and Real Estate Division
Financial and Consumer Affairs Authority
4th Floor, 2365 Albert Street
Regina, SK  S4P 4K1
Phone:  306-787-6700
Website: https://fcaa.gov.sk.ca

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.

Financial Consumer Agency of Canada
427 Laurier Avenue West, 5th Floor
Ottawa, ON K1R 7Y2
Phone: 1-866-461-3222
Website: http://fcac-acfc.gc.ca

Yes. If you have a question or concern about your financial products, and you have an advisor, please contact them. They are familiar with your products and can likely assist. You can find their contact information on your statements.

ASO plans are self-insured or funded by your employer but are administered by a third party, such as Canada Life. The employer is responsible for paying out all benefit entitlements and determining the specific provisions of the contract. Certain ASO plans have an appeal process, and we’ll let you know about the process and contact information when applicable. Canada Life is required to adjudicate claims and make decisions based on the agreed upon contract. In most cases, Regulators and the OLHI will not review complaints about ASO plans. We will let you know if you have an ASO plan in our final response.

If you have a disability case manager, please contact them directly. They are familiar with your case and can likely assist. You can find their contact information on your claim correspondence.