How to notify us if you have a complaint
Have we made a mistake? Do you have concerns about our service or your policy? Please tell us so that we can try to make things right.
The following suggestions may help you to get to the right person to respond to your concerns. Please start at Step 1, where we hope we can satisfy you:
Step 1: Contact a Customer Service representativeContact our Customer Service Department. Our Customer Service representatives are trained to discuss any concerns you may have. They can answer your questions and try to resolve the matter to your satisfaction. Depending on what your concern is, they may refer you to someone else in our organization who is better equipped to respond to you. You can reach our Customer Service Department by:
Step 2: Contact our management teamIf a Customer Service representative is unable to resolve your complaint or address your concerns satisfactorily, please contact our Chief Compliance Officer. You can reach him by:
- emailing firstname.lastname@example.org, or
Canada Protection Plan
250 Ferrand Drive, Suite 1100
Attention: Chief Compliance Officer
Step 3: Contact Foresters Life Insurance Company (or the insurance company that is named on your contract)You may wish to contact the insurance company directly. Foresters Life underwrites the life insurance policies that we offer. You can reach them by:
- calling 1-800-267-8777,
- faxing 905-219-8121,
- emailing email@example.com, or
789 Don Mills Rd.
Toronto, Ontario, Canada
Attention: Customer Complaints
If you purchased a different insurance policy through us, you will find the insurer’s contact information on your policy. Or we would be happy to provide you with contact information for the insurer.
Step 4: Contact the OmbudService for Life & Health InsuranceThe OmbudService is a national independent, free-of-charge complaint resolution and information service for consumers of Canadian life and health insurance products and services. You can reach them by:
- calling 1-888-295-8112 (In Quebec, please call 1-866-582-2088),
- emailing them through their website at www.olhi.ca, or
Ombud Service for Life & Health Insurance
401 Bay Street. PO Box 7
Attention: General Manager
Ombudsman des assurances de personnes
2001, rue University
À l’attention: Directrice générale
Note that you can also choose to contact your provincial regulator. For example, if you live in Quebec, you may submit a formal complaint to the Autorité des marchés financiers. You may also contact the Autorité to seek guidance in preparing a written complaint and you may require that your formal complaint be referred to the Autorité at any time during the complaint resolution process. Formal complaints to the Autorité must be submitted in writing.
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