The Canada Life Assurance Company (the “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 on this page outlines the complaint handling procedures found below.
Please contact one of our customer service representatives if you have a concern regarding one of our financial products or services.
Phone : 1-800-265-3449
Email : CLDMcomplaints@canadalife.com
If this does not resolve your concern, we have outlined additional steps you may choose to take.
If you remain dissatisfied, you can ask to have the matter escalated to the business area.
What to include with your complaint
When submitting or escalating a complaint for review, please provide the following:
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.
Once you receive a response from the business area, if you remain dissatisfied with the response, upon request, you can escalate the complaint to the business area’s management.
Once the business area’s management has reviewed your complaint, you will receive a decision letter with their response.
If your complaint has not been addressed to your satisfaction, 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 on our website to provide all the relevant information. Visit our website at: www.canadalife.com/complaints
You will receive a written response from the Ombudsman’s Office within 30 days after you provide all the required information. If we need more time, we will let you know.
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
If you’re not satisfied following the Ombudsman Review, you have the option to take your complaint to an external resource as listed below.
Autorité des marchés financiers: 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 marches financiers
800, square Victoria,
22e étage C.P. 246, tour de la Bourse
Montréal, QC H4Z 1G3
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
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
Hours of operation:
Monday to Friday, 8 a.m. to 6 p.m. ET
© The Canada Life Assurance Company 2017 -2018