• 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.  

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.

Financial Consumer Agency of Canada (FCAC)

The Financial Consumer Agency of Canada supervises all federally regulated financial institutions, which includes federally regulated insurance companies, for compliance with federal consumer protection laws, including the requirement to have a complaint-handling process in place. FCAC does not resolve individual complaints.

If you have a problem with a financial product or service, you may file a complaint with Canada Life. If you are not satisfied with how your complaint has been handled, you can escalate the complaint to the following third-party complaints bodies: The OmbudService for Life and Health Insurance (OLHI), Autorité des marchés financiers (AMF), or Superintendent of Insurance (Saskatchewan). See contact information above.

If you want to know your rights or need information about Canada Life’s complaint-handling process, you may contact FCAC by online form, mail, or telephone. FCAC uses information from consumer enquiries to support its mandate.

Web site: www.canada.ca/fcac

Online form: https://www.canada.ca/en/financial-consumeragency/corporate/contact-us.html

Phone:

• For service in English: 1-866-461-FCAC (3222)
• For service in French: 1-866-461-ACFC (2232)
• For calls from outside Canada: 613-960-4666

Teletypewriter (TTY): 1-866-914-6097 / 613-947-7771

Video Relay Service: FCAC welcomes Video Relay Service (VRS) calls. You do not need to authorize the relay service operator to communicate with FCAC.  Visit https://srvcanadavrs.ca/en/ to learn more.

Mailing address:
Financial Consumer Agency of Canada
427 Laurier Avenue West
5th Floor Ottawa ON
K1R 7Y