PRIMERICA CANADA
IF YOU HAVE A COMPLAINT
At Primerica Canada our goal is to ensure that customers are not only satisfied with the products we offer, but that they receive the highest standard of customer service.
If you have any complaints or concerns about our products or services, we offer a process for addressing your complaint in a timely and confidential manner.
The Chief Compliance Officer/Company Ombudsperson of Primerica Life Insurance Company of Canada is responsible for ensuring that customer enquiries and complaints are addressed in accordance with applicable laws and industry standards and ensuring that complaint resolution procedures are adhered to.
To register your complaint, please follow these steps:
Step 1
Speak with your Primerica Representative about the product and/or service issue you are not satisfied with.
Step 2
If after speaking with your Primerica Representative you are still not satisfied, contact a member of our Client Services Business Unit in writing or by telephone and provide them with your name, policy or account number, name of your Primerica Representative and the nature of your complaint.
Client Services Business Unit
Primerica Canada
Suite #300, Plaza V
2000 Argentia Road
Mississauga, ON L5N 2R7
Telephone: 1-800-387-7876
Fax: 1-905-813-5312
Step 3
If after communicating with our Client Services Business Unit, your complaint has not been addressed to your satisfaction by the Client Services Business Unit or an appropriate business unit at our Head Office, you may submit your concerns in writing to our Chief Compliance Officer/Company Ombudsperson at the address noted above.
Step 4
If after communicating with our Chief Compliance Officer/Company Ombudsperson your complaint still remains unresolved, you may contact a third party dispute resolution service to review your complaint:
For Complaints Relating to Life Insurance Products or Services Outside of Québec:
The Canadian Life & Health Insurance OmbudService (CLHIO)
20 Toronto Street, Suite 710
Toronto, ON K7L 3A8
Telephone: 1-888-295-8112
Fax: 416-777-9750
Website: www.clhio.ca
For Complaints Relating to Investments Outside of Québec:
Ombudsman for Banking Services and Investments
PO Box 896, Station Adelaide
Toronto, ON M5C 2K3
Telephone: 1-888-451-4519
Fax: 1-888-422-2865
Website: www.obsi.caMutual Fund Dealers Association of Canada
121 King Street West
Suite 1000
Toronto, Ontario
M5H 3T9
Telephone: 416-361-6332 or 1-888-466-6332 (Option #2)
Fax: (416) 361-9073
Email: complaints@mfda.ca
For Complaints Relating to Financial Services and Products in Québec:
Autorité des marches financiers
Québec City
Place de la Cité, tour Cominar
2640, boulevard Laurier, bureau 400
Québec (Québec) G1V 5C1
Phone: 418 525-0337
Fax: 418 525-9512Montréal
800, square Victoria, 22e étage
C.P. 246, tour de la Bourse
Montréal (Québec) H4Z 1G3
Phone: 514 395-0337
Fax: 514 873-3090
Elsewhere: 1 877 525-0337
Website: www.lautorite.qc.ca