Concerns and Complaints

The Wawanesa Life Insurance Company is committed to providing high quality service and products to assist Canadians in making better financial decisions. If you have any questions or concerns about our products, services or representatives, we want to make sure that these concerns are handled fairly and efficiently.

At Wawanesa Life® we believe that complaint resolution is important and it is our duty to respond to complaints promptly, accurately and with the upmost courtesy. We will provide our customers with accessible means with which to communicate their complaint, and will employ our best efforts to respond to and, where possible, resolve the complaint. All complaints and personal information collected, whether written or oral, will be handled in a timely, professional and confidential manner.

Wawanesa Life is committed to continually improving the products and services it provides to its customers. We believe that customer complaints can be an excellent source of insight, and we intend to collect and analyze complaints data to identify systemic improvement opportunities.

Wawanesa Life has a simple complaint resolution process to address your concern or complaint. Any unsolved matters will move to the next level of authority as needed.

Let us Know

Step 1:

Please contact your advisor, broker or one of our Customer Service Teams. Most problems can be resolved quickly and easily by speaking to your advisor, broker or with a Wawanesa Life Customer Service Representative.

For questions regarding Group Insurance, please contact:
Group Specialists: 1-844-318-0410
Email: grpspecialists@wawanesa.com

For questions regarding Individual Insurance products, please contact:
Individual Customer Service: 1-800-263-6785, Option 1
Email: lifecustserv@wawanesa.com

For questions regarding Annuity/Investment products, please contact:
Annuity Services: 1-800-263-6785, Option 2
Email: annuities@wawanesa.com

Talk to Supervisor or Manager

Step 2:

If your concern has not been resolved to your satisfaction, please ask to be directed to a supervisor or manager. All Wawanesa Life staff can provide you with the name and contact information of the supervisor or manager in the area relevant to your concern.

Contact our Compliance Specialist

Step 3:

If you are still not satisfied, you may escalate your concern to Compliance Specialist for an impartial review. Please submit your concern in writing at the following address:

Wawanesa Life Insurance Company
Compliance Specialist
400-200 Main Street
Winnipeg, MB R3C 1A8
Tel: 1-204-924-6144
Email: lifecomplaints@wawanesa.com

Contact the Office of the Ombudsman

Step 4:

Should your concern still not be resolved through steps 1-3 and you wish to pursue the matter further, you can contact Wawanesa’s Office of the Ombudsman for an independent review. The Office of the Ombudsman conducts independent and impartial reviews of your concerns and complaints. Its aim is to examine whether your file was handled fairly and appropriately. Please note that complaints must be in writing and include the following:

  • Summary of your complaint
  • List of all unresolved concerns
  • The reason you feel your concern has not been resolved in Steps 1-3
  • Any documentation/information that you would like to have reviewed
  • What your desired outcome would be

You may contact the Office of the Ombudsman at:

Office of the Ombudsman
4110 Yonge Street, Suite 100
Toronto, ON  M2P 2B7
Tel: 1-844-241-0229
E-mail: ombudsman@wawanesa.com

While the Office of the Ombudsman will make every effort to review each complaint, some matters may fall outside the scope of the Office. These include:

  • Availability of insurance
  • Dispute settlement procedures as required by law or designated regulatory authorities
  • Matters that have been, or are, before the courts

Note: If your complaint involves an issue of personal information and privacy, it can also be brought to the attention of:

Louise Collette
Manager, Privacy
The Wawanesa Mutual Insurance Company
191 Broadway
Winnipeg, MB R3C 3P1
Tel:  1-204-926-1769
E-mail: lcollette@wawanesa.com

External Recourse
Step 5:

If after following Wawanesa Life’s complaint resolution process, you continue to remain dissatisfied and wish to pursue your complaint, external recourse is available to you, through the following organizations:

    • For life and health insurance related issues, please contact:
      OmbudService for Life & Health Insurance (OLHI) at: 
      20 Adelaide St. East, Suite 802,
      P.O. Box 29
      Toronto, Ontario M5C 2T6
      Attention: General Manager

      Telephone:1-888-295-8112 (Canada wide)
      Telephone:1-416-777-9002 (in Toronto)
      Fax: 1-416-777-9750

       
      OLHI may take on your case, if after receiving our final response, you would like to pursue the matter further, or if you have not received our final response within 90 days of contacting us.
       
      Autorité des marchés financiers (AMF)
      If you reside in the province of Quebec, you may request to have your complaint file transferred to the Autorite des marches financiers, for their review, at:

      Autorité des marchés financiers
      800 square Victoria, 22e étage
      CP 246, Tour de la Bourse
      Montréal, Québec H4Z 1G3
      Phone: 1-877-525-0337
      Website: www.lautorite.qc.ca

      The Financial and Consumer Affairs Authority of Saskatchewan (FCAA)
      If you reside in the province of Saskatchewan, in addition to the OmbudService for Life & Health (OLHI), you have the option to file a complaint with the Superintendent or a complaint body approved by the Superintendent, at:

      The Financial and Consumer Affairs Authority of Saskatchewan
      Insurance and Real Estate Division
      Attention: Superintendent of Insurance
      Suite 601-1919 Saskatchewan Drive
      Regina, SK S4P 4H2
      Phone:  306-787-6700
      E-mail: fcaa@gov.sk.ca

      For disputes re payment of claims or loss, also available to the insured is the dispute resolution process described in section 8-11, Statutory condition 11 of section 8-28 of the Saskatchewan Insurance Act. Commencing an action against the insurer must be initiated within the limitation period as required by section 7-23 of the Saskatchewan Insurance Act.


  • For complaints regarding privacy matters, please contact the appropriate public official designated in the relevant provincial legislation or if none, the Privacy Commissioner of Canada at www.priv.gc.ca.

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, Wawanesa Life is required by law to provide consumers with information about their complaint handling procedures and provide consumers with information about borrowing costs on loans (excluding insurance policy loans).

If you have a complaint about such consumer provisions, you can contact the FCAC any time by:
 
Phone No.:
Website:

or in writing at:
1-866-461-3222 (Contact Centre)
www.fcac-acfc.gc.ca

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

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