Resolving your concerns
We offer quality insurance products to meet your financial requirements. Our staff and independent insurance brokers are available to answer any questions or requests for information about your financial products.
Occasionally, you may believe your request for service or for a specific transaction did not meet your expectations or was not handled correctly. If your insurance broker cannot help you resolve your concern, we encourage you to contact us.
Step One – Contact us by mail, telephone or email
You can tell us about your problem or concern by telephone, fax, email or in writing. If you telephone, we may request that you express your thoughts in writing. We’re easy to contact.
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Attention: Canadian
Customer Complaints |
1660 Tech Avenue, Suite 3, Mississauga, Ontario, Canada Attention: Canadian
Customer Complaints |
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How will the complaint be handled?
- We will acknowledge all complaints within five (5) business days.
- It is our goal to resolve all complaints as quickly as possible after investigating the circumstances, typically within thirty (30) days.
- If the details of the complaint are incomplete, we may request additional information to ensure the satisfactory handling of the complaint. If necessary, the complaint resolution period may be extended.
- A confidential complaint file will be opened and all information will be maintained in accordance with the privacy standards of the company and the jurisdiction where you reside.
- Be assured that your request will be treated with respect and a thorough explanation of the investigation and procedure will be provided, in writing, to the policy/certificate owner.
Step Two: Our Ombudsman
If, after bringing it to our attention, you feel we have not resolved your complaint to your satisfaction, you are welcome to contact the Company Ombudsman.
Step Three: Contact the OmbudService for Life & Health Insurance
If we can’t address your concerns, you can contact the OmbudService for Life and
Health Insurance /Ombudsman des assurances de personnes (OHLI/OAP). The Ombudservice is a national independent complaint resolution service for Canadian life and
health insurance consumers.
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20 Toronto Street, Suite 710, Toronto, ON M5C 2B8 |
Other Resources
You can also choose to contact your provincial regulator. For example, if you live in Quebec, you can write to ask us to transfer your complaint to the
Autorite des marches financiers for their review.
Also, the Financial Consumer Agency of Canada (FCAC) supervises federally regulated
financial institutions like Foresters Life, to ensure they comply with federal consumer protection laws. For more information about the FCAC, please visit their website at
www.fcac-acfc.gc.ca or write to them at 427 Laurier Ave. West, 6th Floor, Ottawa, Ontario K1R 1B9.
