How to Resolve Your Complaints
If you have a complaint involving a product or service offered through Scotia Life Insurance Company (Scotia Life), we have developed the following process to ensure that every effort is made to resolve your concerns.
Step One:
Contact the Insurance Customer Contact Centre
Contact the Insurance Customer Contact Centre toll-free at 1-800-387-9844. Our customer service reps are available Monday to Friday, 8:30 a.m. to 7:00 p.m. Eastern Time. If the customer service rep is not able to resolve your concern to your satisfaction, please ask to speak directly to the Manager, who has the authority to resolve the majority of problems that arise.
Step Two:
Contact Scotia Life Operations and Customer Service Support
If the Insurance Customer Contact Centre Manager has been unable to resolve your complaint satisfactorily, a representative of Scotia Life Operations and Customer Service Support will be pleased to assist you. We recommend that your complaint be submitted in writing and include supporting documentation. You can mail your complaint to:
Scotia Life Insurance Company
Operations and Customer Service Support
100 Yonge Street, Suite 400
Toronto, Ontario M5H 1H1
If you require assistance to complete your request, please call us at 416-866-7075.
Step Three:
Contact the Scotia Life Ombudsman or Scotia Life Privacy Officer
If you have gone through the first two steps and remain dissatisfied, you can appeal to the Scotia Life Ombudsman Liaison Officer or, if your complaint is related to a privacy issue, to the Scotia Life Privacy Officer. He/she reports directly to the President & CEO of Scotia Life Insurance Company and has been specifically appointed to provide an impartial review for unresolved customer complaints.
You can contact the Scotia Life Ombudsman Liaison Officer or Scotia Life Privacy Officer at 416-866-7075 or send a letter by mail to:
Scotia Life Ombudsman Liaison Officer
100 Yonge Street, Suite 400
Toronto, Ontario M5H 1H1Or
Scotia Life Privacy Officer
100 Yonge Street, Suite 400
Toronto, Ontario M5H 1H1
Still not satisfied?
There is the Ombudsman for Canadian Life and Health Insurance
If Scotia Life has been unable to resolve your complaint to your satisfaction, you can contact the Canadian Life and Health Insurance OmbudService (CLHIO), which is a member of the Financial Services OmbudsNetwork (FSON), a national dispute-resolution system. You can contact CLHIO toll-free at 1-888-295-8112 (in Toronto 416-777-9002), by fax at 416-777-9750 or by mail at:
CLHIO
20 Toronto Street, Suite 710
Toronto, ON M5C 2B8
Contacting the Financial Consumer Agency of Canada (FCAC):
If your unresolved complaint falls under federal consumer protection legislation (for example, Scotia Life has refused to provide you with information about its privacy guidelines or complaint-handling procedures), you can contact the Financial Consumer Agency of Canada (FCAC). FCAC supervises federally regulated financial institutions to ensure they comply with consumer protection laws, as referenced in the Insurance Companies Act. If you have an unresolved complaint of this nature, you can write to:
Financial Consumer Agency of Canada
6th Floor, Enterprise Building
427 Laurier Avenue West
Ottawa, Ontario K1R 1B9
Contacting the Canadian Privacy Commissioner
If your complaint is related to a privacy issue, you can write to the Canadian Privacy Commissioner at:
Office of the Privacy Commissioner of Canada
112 Kent Street
Place de Ville
Tower B, 3rd Floor
Ottawa, Ontario K1A 1H3
