Resolving Complaints

 

Complaints

At ScotiaLife Financial, it's our aim to find fair and timely solutions to your concerns about any of our products and services. Find out how to have your complaint resolved quickly by reviewing the relevant insurance category below.

Life and Health Insurance

If you have a complaint involving a product or service offered through Scotia Life Insurance Company (Scotia Life), we have developed a process to ensure that every effort is made to resolve your concerns.

Contact the Insurance Customer Contact Centre toll-free at:

Life & Health Products 
1-800-387-9844
Mon-Fri (8:30am-7pm ET)

If the customer service rep is not able to resolve your concern to your satisfaction, please ask to speak directly to the manager.

Contact Scotia Life Operations and Customer Service Support

If the Insurance Customer Contact Centre Manager has been unable to resolve your complaint satisfactorily, a representative of Scotia Life Operations and Customer Service Support will be pleased to assist you. We recommend that your complaint be submitted in writing and include supporting documentation. You can mail your complaint to:

Scotia Life Insurance Company
Operations and Customer Service Support
44 King Street West, Suite 2500
Toronto, Ontario M5H 1H1

If you require assistance to complete your request, please call us at 1-866-725-0428.

Contact the Scotia Life Ombudsman or Scotia Life Privacy Officer

If you have gone through the first two steps and remain dissatisfied, you can appeal to the Scotia Life Ombudsman Liaison Officer or, if your complaint is related to a privacy issue, to the Scotia Life Privacy Officer. He/she reports directly to the President & CEO of Scotia Life Insurance Company and has been specifically appointed to provide an impartial review for unresolved customer complaints.

You can contact the Scotia Life Ombudsman Liaison Officer or Scotia Life Privacy Officer at 1-866-725-0428 or send a letter by mail to:

Scotia Life Ombudsman Liaison Officer
44 King Street West, Suite 2500
Toronto, Ontario M5H 1H1

Or 

Scotia Life Privacy Officer
44 King Street West, Suite 2500
Toronto, Ontario M5H 1H1

Contacting the Autorité des marches financiers (AMF): 
For residents of Quebec:
If Scotia Life has been unable to resolve your complaint to your satisfaction and/or you are not satisfied with the examination of the complaint, you can request that your file be transferred to the Autorité des marches financiers (AMF), which is the regulatory body charged with administering the regulatory framework and providing review and mediation services. Once your file is transferred, the AMF will examine it and recommend dispute resolution services, if deemed appropriate. You may also contact AMF toll-free at 1-877-525-0337 or by mail at:

Autorité des marchés financiers
800, square Victoria, 22e étage
C.P. 246, tour de la Bourse
Montréal, PQ H4Z 1G3

There is the Ombudsman for Canadian Life and Health Insurance

If Scotia Life has been unable to resolve your complaint to your satisfaction, you can contact the OmbudService for Life & Health Insurance(OLHI), which is a member of the Financial Services OmbudsNetwork (FSON), a national dispute-resolution system. You can contact OLHI toll-free at 1-888-295-8112 (in Toronto 416-777-9002) or by mail at:

OLHI
401 Bay Street
PO Box 7
Toronto, Ontario
M5H 2Y4

Contacting the Financial Consumer Agency of Canada (FCAC):
If your unresolved complaint falls under federal consumer protection legislation (for example, Scotia Life has refused to provide you with information about its privacy guidelines or complaint-handling procedures), you can contact the Financial Consumer Agency of Canada (FCAC). FCAC supervises federally regulated financial institutions to ensure they comply with consumer protection laws, as referenced in the Insurance Companies Act. If you have an unresolved complaint of this nature, you can write to:

Financial Consumer Agency of Canada
6th Floor, Enterprise Building
427 Laurier Avenue West
Ottawa, Ontario K1R 1B9

Contacting the Canadian Privacy Commissioner
If your complaint is related to a privacy issue, you can write to the Canadian Privacy Commissioner at:

Office of the Privacy Commissioner of Canada
112 Kent Street
Place de Ville
Tower B, 3rd Floor
Ottawa, Ontario K1A 1H3

Home and Auto Insurance

We are dedicated to ensuring that every effort is made to resolve your concerns about Home and Auto Insurance products and services offered by ScotiaLife Financial. If you have a complaint or inquiry about your coverage, please call:

Scotia Home & Auto Insurance
1-866-989-4742
Mon-Fri (8am-8pm ET)
Saturday (8am-4pm ET)

Creditor Insurance

We are dedicated to ensuring that every effort is made to resolve your concerns about Creditor Insurance products and services offered by ScotiaLife Financial. If you have a complaint or inquiry about your coverage, please call:

ScotiaLife Financial Insurance Creditor Insurance
1-855-753-4272
Mon-Fri (8am-8pm ET)

If the Customer Service Representative is unable to resolve your complaint satisfactorily, please speak to the Manager.  If you are not satisfied, a representative of the Office of the President will be pleased to assist you.

Office of the President

Telephone      English 1-877-700-0043 (in Toronto 416-933-1700)

                        French 1-877-700-0044 (in Toronto 416-933-1780

Fax                  1-877-700-0045 (in Toronto 416-933-1777)

e-mail             mail.president@scotiabank.com

Mail                The President, Scotiabank

                        44 King St West

                        Toronto, Ontario M5H 1H1

 

If you have completed the first two steps and remain dissatisfied, please submit your complaint in writing to the Scotiabank Ombudsman:

Scotiabank Ombudsman

Mail                 44 King Street West

                        Toronto, Ontario M5H1H1

Fax                   1-866-787-7061

e-mail              ombudsman@scotiabank.com

Telephone       1-800-785-8772 (in Toronto 416-933-3299)

 

If you are not satisfied with the Scotiabank Ombudsman’s response, you can communicate your complaint to the Ombudsman for Life and Health Service in writing to: 

Ombud Service for Life and Health Insurance
401 Bay Street, PO Box 7 
Toronto, Ontario M5H 2Y4

If your complaint or inquiry concerns any consumer provision found in federal law, please contact the Financial Consumer Agency of Canada at 1-866-461-3222 or in writing at:

Financial Consumer Agency of Canada
427 Laurier Avenue West, 6th Floor
Ottawa, Ontario, K1R 1B9

 

Travel Insurance

We are dedicated to ensuring that every effort is made to resolve your concerns about Travel Insurance products and services offered by ScotiaLife Financial. If you have a complaint or inquiry about your coverage, please call:

Travel Insurance
1-877-421-0157
Mon-Fri (8am-8pm ET)