Consumer Information

Insurance Information and Resources

Wawanesa Life® is a member of the Canadian Life and Health Insurance Association (CLHIA). Established in 1894, the CLHIA is a voluntary non-profit association of member companies that accounts for 99% of Canada's life and health insurance business.

Since 1990, all CLHIA member companies have committed to adhering to the Consumer Code of Ethics as a condition of membership. The Consumer Code of Ethics outlines the principles that Wawanesa Life follows in conducting its business and is available at the CLHIA website: www.clhia.ca

The CLHIA has several practical guides for Canadian consumers on a wide range of life and health insurance products. These publications contain useful information and advice on products, what kind of coverage is available, and how to select and deal with an intermediary (eg: broker, agent, advisor), as well as other practical tips and advice. These guides are available on the CLHIA website: www.clhia.ca

You can also obtain information about Canadian life and health insurance products and service by contacting the OmbudService for Life & Health Insurance (OLHI). OLHI is a national independent complaint resolution and information service for consumers. Their experienced staff has extensive knowledge of life and health insurance products, services and practices. They are available to respond to consumer concerns, questions or complaints in both official languages, free of charge, during normal business hours and through their website www.olhi.ca.

For general consumer information, OLHI can be reached through

 
  • telephone or fax as follows:
    Canada Wide
    1-888-295-8112
    In Toronto
    1-416-777-9002
    Fax:
    1-416-777-9750
    Au Québec
    1-866-582-2088
    à Montréal
    1-514-282-2088
    Télécopieur:
    1-514-285-4076

Consumer Protection

The Wawanesa Life Insurance Company is a member of Assuris. Assuris is the not-for-profit organization that protects Canadian policyholders in the event their life insurance company fails. Details about Assuris' protection are available at www.assuris.ca or by calling the Assuris Information Centre at 1-866-878-1225.

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Concerns or 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 utmost 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 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 Customer Service: 1-800-665-7076
Email: gcs@wawanesa.com

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

Talk to Management

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.

Still not Satisfied

Step 3:

Should your concern still not be resolved and you wish to pursue the matter further, please contact:

Pat Horncastle
Vice President & Chief Operating Officer
The Wawanesa Life Insurance Company
400 - 200 Main Street
Winnipeg, MB R3C 1A8
Phone No.: (204) 985-0596
External Recourse
Step 4:

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:
       
      401 Bay Street, Suite 1507,
      P.O. Box 7
      Toronto, Ontario M5H 2Y4
      Attention: General Manager

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

      Ombudsman des assurances de personnes (OAP) at: 
       
      2001, rue University
      17e étage
      Montréal, Québec H3A 2A6
      À l'attention: Directrice générale

      Téléphone:  1-866-582-2088 (Au Québec)
      Téléphone:  1-514-282-2088 (à Montréal)
      Télécopieur: 1-514-285-4076
      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


  • 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.privcom.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 a 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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