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:
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.
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
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
For questions regarding Individual Insurance or Annuity products, please contact:
Customer Service: 1-800-263-6785
Talk to Management
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
Should your concern still not be resolved and you wish to pursue the matter further, you can contact the 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 1-2
- 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
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:
Privacy Officer and Vice President, Enterprise Compliance
The Wawanesa Mutual Insurance Company
400 - 1985 West Broadway
Vancouver, BC V6J 4Y3
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)
Ombudsman des assurances de personnes (OAP) at:
2001, rue University
Montréal, Québec H3A 2A6
À l'attention: Directrice générale
Téléphone: 1-866-582-2088 (Au Québec)
Téléphone: 1-514-282-2088 (à Montréal)
Télécopieur: 1-514-285-4076OLHI 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
- 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).
or in writing at:
The Financial Consumer Agency of Canada
6th Floor, Enterprise Building
427 Laurier Avenue West
Ottawa, Ontario K1R 1B9