PRIMERICA
COMPLAINT HANDLING
PROCEDURES
PRIMERICA LIFE INSURANCE COMPANY OF
At Primerica
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
email 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
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:
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
In
(416) 777-9002 (514)
282-2088
Website: www.olhi.ca
Mailing Address:
In
Toll-free telephone
number: 1-877-525-0337
In
Fax: (418) 525-9512
In
Fax: (514) 873-3090
Website: www.lautorite.qc.ca
Mailing address:
Québec City Montréal
Place de la Cité, tour
Cominar 800,
square Victoria, 22e étage
2640, boulevard
Laurier, bureau 400 C.P.
246, tour de la Bourse
Québec (Québec) G1V 5C1 Montréal
(Québec) H4Z 1G3
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:
·
Complaint handling
procedures
·
Borrowing costs on
credit cards and loans (excluding insurance policy loans)
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
Fax:
Toll-free: 1-866-814-2224
From
Website: www.fcac-acfc.gc.ca
Mailing
address:
Financial Consumer Agency of
6th Floor,
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
Other
Organizations
Assuris
Primerica Life Insurance Company of
Assuris Information
Centre: 1-866-878-1225
Email: info@Assuris.ca
Website: www.assuris.ca
Mailing
address:
1 If you choose to communicate by email, note that there are possible confidentiality issues regarding internet communications.