Contact Us

We are here to help you with any questions, inquiries or concerns you may have 

Comprehensive coverage for your day-to-day healthcare needs.

DEPARTMENTSHOURSPHONE NUMBER
ScotiaLife® Hospitalization Insurance
Mon-Fri (8:30am-7pm ET)
1-800-387-9844
ScotiaLife® Critical Illness Insurance
Mon-Fri (8:30am-5pm ET)
1-866-292-3512
ScotiaLife® Health & Dental Insurance
Mon-Fri (8:30am-5pm ET)
1-866-292-3512

Resolving Complaints 

If you have a complaint involving a product or service offered through BNS Insurance Agency Inc. which products are underwritten by Sun Life Assurance Company of Canada, we have developed a process to ensure that every effort is made to resolve your concerns.

Please call us at 1-877-786-5433 Monday to Friday, 8 a.m. to 8 p.m. ET to tell us about the problem you’re experiencing or speak with your advisor.

If you’ve spoken with us or your advisor but your problem hasn’t been resolved, call us at 1-877-786-5433, Monday to Friday, 8 a.m. to 8 p.m. ET and ask for the Problem Resolution Team to get involved. The team will review your problem completely and make sure we keep you up to date.

If our call centre representative, your case manager or the Problem Resolution Team haven’t been able to fix your problem, we will put you in touch with our Ombudsman’s office.

The Ombudsman’s office will ask you for:

  • Details about your problem and why you’re still not happy about it
  • A list of the people you’ve discussed it with

When they receive your complaint, and all supporting documents, the Ombudsman’s office will review your concerns and the steps taken so far. 

If you haven’t followed Step 1 (Let us know) and Step 2 (Ask for further review) above, the Ombudsman’s office will refer you to the right step in our problem resolution process.

You can share this information with them by email, fax or mail.

Ombudsman’s Office
Sun Life Financial
227 King Street S
Waterloo, ON N2J 1R2

The Ombudsman’s Office will get back to you within 30 business days.

If you’re not happy with the Ombudsman’s Office’s final position and would like to take your complaint further, you can choose one of these options.

For complaints about:

  • Life and health insurance – both Individual and Group
  • An advisor’s conduct (except for mutual fund-related complaints)
  • Trust company products and services
  • Annuities
  • Group Retirement Services and pension products

Contact the OmbudService for Life & Health Insurance (OLHI). The OLHI is part of the Financial Services OmbudsNetwork, a national industry-based dispute resolution system for consumers of financial services. They can help you if you have concerns about life and health insurance products and services that haven’t been resolved through an insurance company’s problem resolution process.

  • Website: olhi.ca
  • Mailing address: 
    OmbudService for Life and Health Insurance (OLHI)
    20 Adelaide St. East, Suite 802
    P.O. Box 29
    Toronto, Ontario M5C 2T6