Report a Complaint

Reporting A Complaint

FaithLife Financial is committed to providing the best possible service to our members and policy owners. Our staff, Financial Representatives, and Brokers are available to answer any questions or handle your requests for information about financial products or services.

For Privacy complaint(s), please visit our Privacy Policy.

For Accessibility complaint(s), please visit our Accessibility Information.

For all other complaints please follow the Steps outlined below:

Step 1 – Contact your Financial Representative/Broker

Contact your Financial Representative or Broker if you believe your request for service, information, or a specific transaction was not handled correctly. Provide them with the details about the product or service issue you are unhappy with. If you do not have a Financial Representative or Broker assigned to you, please contact a Member Services Associate:

Member Services
FaithLife Financial
300-470 Weber Street North
Waterloo ON N2L 6J2

Telephone: 519-886-4617 Ext. 444

Toll-Free: 1-800-563-6237

Fax: 519-886-0350

Email: member.services@faithlifefinancial.ca

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Step 2 – Contact Member Services

If you have spoken with us in Step 1 but you are still not satisfied that your concern has been resolved, contact our Member Services team:

Member Services
FaithLife Financial
300-470 Weber Street North
Waterloo ON N2L 6J2

Telephone: 519-886-4617 Ext. 444

Toll-Free: 1-800-563-6237

Fax: 519-886-0350

Email: member.services@faithlifefinancial.ca

 

How will your complaint be handled?

We commit to provide you with a written acknowledgement of your complaint within 5 business days. The acknowledgement will include the anticipated time frame, always within 30 business days, from the date of the receipt of the complaint, for completion of the response. This time frame could be extended if the details of the complaint are incomplete. In that case FaithLife Financial may request additional information to ensure the satisfactory handling of the complaint, and if necessary, the complaint resolution period may be extended beyond 30 days.

When making a complaint it is important that you provide as much information as possible about the problem. We will need the name of the policy owner and insured, policy number, name of the Financial Representative or Broker, date the issue occurred, and the specifics of your concern.

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Step 3 – Our Ombudsperson

If your complaint is not resolved to your satisfaction through Steps 1 and 2, you may escalate it to FaithLife Financial’s Ombudsperson.

Ombudsperson
FaithLife Financial
300-470 Weber Street North
Waterloo ON N2L 6J2

Fax: 519-886-0350

Email: ombudsperson@faithlifefinancial.ca

 

The Ombudsperson will ask you for details about your complaint and why you remain unsatisfied, and the names of the people you have talked with about your complaint.

The Ombudsperson will ask the appropriate business area to investigate and provide a report on its findings to the Ombudsperson. In all cases the Ombudsperson will review the findings and advise you of FaithLife Financial’s final position.

A response will be provided in writing to you within 30 business days of the date of receipt by the Ombudsperson of the escalated complaint. If the response to the complaint cannot be provided within this period, the Ombudsperson will inform you in writing.

Saskatchewan residents may also choose to contact the Superintendent of Insurance:

Superintendent of Insurance
Insurance and Real Estate Division
Financial and Consumer Affairs Authority
Suite 601, 1919 Saskatchewan Drive
Regina, Saskatchewan S4P 4H2
Phone: (306) 787-6700
Fax: (306) 787-9006
Email: fid@gov.sk.ca

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Step 4 – Independent Third-Party Resolution

If you are not satisfied with FaithLife Financial’s final position, you may choose to have the matter arbitrated by the OmbudService for Life and Health Insurance (OLHI). The OLHI is an independent dispute resolution service that deals with concerns about life and health insurance products and services, that have not been resolved through an insurance organization’s internal dispute-resolution processes.

OmbudService for Life and Health Insurance (OLHI)

Website: http://www.olhi.ca

Toronto Office:

401 Bay Street, Suite 1507
P.O. Box 7
Toronto ON M5H 2Y4

Telephone: 416-777-9002

Toll Free: 1-888-295-8112

Fax: 416-777-9750

 

Montreal Office:
2001 University Street, 17th Floor
Montreal QC H3A 2A6

Telephone: 514-282-2088

Toll Free: 1-866-582-2088 (within Quebec)

Fax: 514-285-4076

 

Alternately, you can choose to contact your provincial regulator.

Quebec residents may contact the Autorité des marchés financiers (AMF) at any time. You can ask FaithLife Financial to transfer a copy of your complaint file to the AMF. You can find information about the AMF on its website at lautorite.qc.ca.

Autorité des marchés financiers

Direction des plaintes et de l’indemnisation

800, rue du Square-Victoria, 22 étage

C.P. 246, tour de la Bourse

Montreal (Quebec) H4Z 1G3

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