How to file a complaint

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

You can tell us about your problem or concern by telephone, fax, or in writing. If you telephone and we cannot resolve your concern during that call, we may request that you express your thoughts in writing (please remember to sign your letter and include your certificate/policy number). Our contact information is outlined below:

Toll-free 1 800 828-1540 (8:00 a.m. to 8:00 p.m. EST) Fax 1 877 329 4631

Foresters Financial 789 Don Mills Rd. Toronto, Ontario, Canada M3C 1T9

Attention: Consumer Complaints

How will the complaint be handled?

We will acknowledge all complaints within five (5) business days of receipt. 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 complaint review and findings will be provided, in writing, to the policy/certificate owner.

 

Step two: Our Ombudsman

If you feel we have not resolved your complaint to your satisfaction, you may contact the Company Ombudsman.

Valerie Howes, Ombudsman
416 467 2498
vhowes@foresters.com

 

Step three: Contact the OmbudService for Life & Health Insurance

If we are unable to resolve your complaint to your satisfaction, the internal Ombudsman will refer you to the third-party dispute resolution service at:

Ombudservice for Life and Health Insurance (OLHI)
2 Bloor St. West #700
Toronto, ON
M4W 3E2

Local 416-777-9002
Toll Free 1-888-295-8112 (Canada Wide)

Website: www.olhi.ca

 

For residents of Quebec:

If you reside in the Province of Quebec, you may send your complaint to the Autorité des marches Financiers (AMF), for their review. The AMF is a regulatory body established by the provincial government of Quebec.

Autorité des marches Financiers (AMF)
800, square Victoria,
22e étage C.P. 246, tour de la Bourse
Montréal, QC
H4Z 1G3

Telephone: 1 877 525 0337
www.lautorite.qc.ca 


For residents of Saskatchewan, you may also contact the Superintendent of Insurance:

Financial & Consumer Affairs Authority of Saskatchewan 
Insurance and Real Estate Division
Attention: Superintendent of Insurance
Suite 601 – 1919 Saskatchewan Drive
Regina, SK
S4P 4H2

Email: fcaa@gov.sk.ca
Telephone: 1 306 787 6700
Fax: 1 306 787 9006

 

The 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 Foresters Financial. If you are not satisfied with how your complaint has been handled, you can escalate the complaint to the following third-party complaints body: The OmbudService for Life and Health Insurance (OLHI).

If you want to know your rights or need information about Foresters Financial’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: canada.ca/en/fcac

Online form: canada.ca/en/financial-consumer-agency/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 srvcanadavrs.ca/en/ to learn more.

Mailing address:
Financial Consumer Agency of Canada
427 Laurier Avenue West, 5th Floor
Ottawa, ON
K1R 7Y2