PRIMERICA CANADA
COMPLAINT HANDLING PROCEDURES
PRIMERICA LIFE INSURANCE COMPANY OF CANADA
At Primerica Canada our goal is to ensure that you are not only satisfied with the products that we offer, but that you receive the highest standard of customer service.
We believe that complaint resolution is important and have committed to responding to complaints promptly, accurately and with the utmost courtesy. We will provide you with accessible means with which to communicate your complaint and will employ our best efforts to respond to and, where possible, resolve your complaint. We have procedures in place to ensure that written or verbal complaints are handled in a timely, professional and confidential manner.
We want to make sure that any questions or concerns about our products, services or representatives are handled fairly and efficiently.
We encourage you to make your complaint in writing or by email1 where possible. If you have difficulty putting your complaint in writing, you should advise us so that we can provide assistance. For confidentiality reasons, we will only deal with you or another individual who has your express written authorization to deal with us.
Our complaint resolution process
Step 1
Speak with your Primerica representative about the product and/or service issue that you are not satisfied with.
Step 2
If after speaking with your Primerica representative your complaint remains unresolved, contact a member of our Client Services Business Unit in writing or by telephone where possible and provide them with your name, policy or account number, name of your Primerica representative and the nature of your complaint.
The mailing address for our Client Services Business Unit is as follows:
Primerica Canada
Plaza V, Suite 300
2000 Argentia Road
Mississauga, Ontario L5N 2R7
Telephone: 1-800-387-7876
Fax: 1-905-813-5312
Email: plicc_cn@primerica.com
Step 3
If after communicating with our Client Services Business Unit or an appropriate business unit at our Home Office, your complaint has not been addressed to your satisfaction, you may email our Chief Compliance Officer or Ombudsman. You can also send them a letter to the address noted above.
Chief Compliance Officer or Ombudsman:
OmbudsmanCanada@primerica.com
Contacting us
You may contact us at any time to provide further information or to inquire as to the status of your complaint by contacting the person handling your complaint or our Chief Compliance Officer or Ombudsman.
Third Party Dispute Resolution Options
If, at the end of our review, you are unsatisfied with our findings, you may contact a third party dispute resolution service to assist in resolving your complaint:
For Life Insurance products or services issues
Ombudservice for Life & Health Insurance (OLHI) is part of The Financial Services OmbudsNetwork (FSON), which is a national industry-based dispute resolution system for consumers of financial services. The OLHI deals with concerns about life and health insurance products and services that have not been resolved through Primerica’s dispute resolution system.
Telephone numbers:
English |
French |
1-888-295-8112 |
1-866-582-2088 |
Website: www.olhi.ca
Mailing Address:
401 Bay Street
Suite 1507
P.O. Box 7
Toronto, ON M5H 2Y4 (confirm address)
In Quebec – The regulation of life insurance companies in Quebec is administered by the Autorité des marches financiers. If after dealing with the OLHI, you remain dissatisfied with the way in which your compliant has been handled, or with the results of the process, you may ask that your file be transferred to the Autorité des marches financiers.
Toll-free telephone number: 1-877-525-0337
In Quebec: (418) 525-0337
Fax: (418) 525-9512
In Montreal: (514) 395-0337
Fax: (514) 873-3090
Website: www.lauthorite.qc.ca
Mailing address:
Québec City |
Montréal |
Place de la Cité, tour Cominar |
800, square Victoria, 22e étage |
Federal Consumer Provision Complaints
The Financial Consumer Agency of Canada (FCAC) supervises federally regulated financial institutions to ensure they comply with federal consumer protection laws.
For example, financial institutions are required by law to provide consumers with information about:
If you have a complaint about such a consumer provision, you may contact the FCAC:
Toll-free telephone numbers:
For services in English: 1-800-461-FCAC (3222)
For services in French: 1-866-461-ACFC (2232)
From Ottawa area or from outside Canada: 613-996-5454
Fax:
Toll-free: 1-866-814-2224
From Ottawa area or from outside Canada: 613-941-1436
Website: www.fcac-acfc.gc.ca
Mailing address:
Financial Consumer Agency of Canada
6th Floor, Enterprise Building
427 Laurier Avenue West
Ottawa, Ontario K1R 1B9
For banking and securities investment related issues
The Ombudsman for Banking Services and Investments (OBSI) is part of The Financial Services OmbudsNetwork (FSON), which is a national industry-based dispute resolution system for consumers of financial services.
The OBSI deals with concerns about banking and securities investment products and services that have not been resolved through Primerica’s dispute resolution system.
Toll-free Telephone: 1-888-451-4519
Toll-free Fax: 1-888-422-2865
Email: ombudsman@obsi.ca
Website: www.obsi.ca
Mailing address:
Ombudsman for Banking Services and Investments
401 Bay Street
Suite 1505
P.O. Box 5
Toronto, ON M5H 2Y4
Other Organizations
Assuris
Primerica Life Insurance Company of Canada is a member of Assuris. Assuris is a not-for-profit organization that protects Canadian policyholders in the event that their life insurance company should become insolvent. Their role is to protect policyholders by minimizing the loss of benefits and ensuring a quick transfer of their policies to a solvent company where their benefits will continue to be honoured.
Assuris Information Centre: 1-866-878-1225
Email: info@Assuris.ca
Website: www.assuris.ca
Mailing address:
250 Yonge Street
Suite 3110, P.O. Box 23
Toronto, Ontario M5B 2L7
1 If you choose to communicate by email, note that there are possible confidentiality issues regarding internet communications.