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ScotiaLife® Accidental Death Insurance
Mon-Fri (8:30am-7pm ET)

Resolving Complaints 

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

We take any complaint seriously and promise to address your complaint in a timely and professional manner. Retaining your confidence and loyalty is key to us.

Contact our licensed representatives:

Mon-Fri (8:30am-7pm ET)

Explain your circumstances and how you would like the matter resolved. Please provide details, such as, your name, contact numbers, email address, policy number, specific nature of your complaint and supporting documents.

If you are dissatisfied with the response, you can ask to speak to that individual’s manager. A manager or another senior person directed by management will review the decision and discuss it with you.

If an agreement cannot be reached within a timeframe acceptable to you, you should proceed to Step 2 of the complaints process.

If you are dissatisfied with the response in Step 1 of the complaint process, a representative of BNS Insurance Agency Inc. Operations and Customer Service Support will be pleased to assist you. We require that your complaint be submitted in writing and include supporting documentation. You can e-mail/mail your complaint to:

BNS Insurance Agency Inc.
Operations and Customer Service Support
44 King Street West, Suite 2500
Toronto, Ontario M5H 1H1

If an agreement cannot be reached within a timeframe acceptable to you, you should proceed to Step 3 of the complaints process.

If you have gone through the first two steps and remain dissatisfied, you can contact Chubb's Complaints Officer. This individual has been specifically appointed to provide an impartial review for unresolved customer complaints.

All requests for reviews must be sent in writing to Chubb’s Complaints Officer:
Attn: Complaints Officer
199 Bay Street, Suite 2500
P.O. Box 139 Commerce Court Postal Station
Toronto, ON M5L 1E2

The correspondence should include: 

  • Your name, address and policy number;
  • A phone number where you can be reached during normal business hours;
  • The nature of the dispute;
  • A description of your expectations - what you would like Chubb to do to resolve your concern;
  • Supporting documents, relevant dates and the name of the employee or representative involved;
  • Steps you've taken up to this point to try to reach a satisfactory resolution.

 Upon receiving your written request, our Complaints Officer will commit to a timeline for resolving your complaint. If the complaint cannot be addressed within this time period, you will be advised why a delay is necessary and told when you can expect a response.

Chubb’s Complaints Officer is an employee of Chubb with the responsibility to assist you with the complaint process and to act as an independent internal mediator. Chubb’s Complaints Officer will make sure the complaint process has been followed and that your complaint has been properly and fairly considered within Chubb and that a decision and explanation of our final position has been provided to you if an equitable solution cannot be reached.

Chubb’s Complaints Officer will also ensure you are advised of how you can escalate your complaint outside of Chubb for dispute resolution or mediation.

If you remain unsatisfied with our complaint resolution process, the following consumer organizations can provide you with information: 

Life, Health and Accident Complaints:

OmbudService for Life & Health Insurance
401 Bay Street
P.O. Box 7
Toronto, Ontario, M5H 2Y4
Toll Free Telephone: 1-888-295-8112
Toll Free in Quebec: 1-866-582-2088

Quebec Consumer Complaints:

*Quebec consumers may ask the Complaints Officer to transfer their file to the Autorite at any time if they are not satisfied with the process.

Autorité des marches financiers
Place de la Cite, tour Cominar
2640, boulevard Laurier, bureau 400
Quebec, Québec G1V 5C1

800, square Victoria, 22e etage
C.P. 246, tour de la Bourse
Montreal, Quebec H4Z 1G3

Telephone, Quebec City: 418-525-0337
Telephone, Montreal: 514-395-0337
Toll Free Telephone: 1-877-525-0337