Enquiries and Complaints

Have a complaint with a CAFII member?

CAFII members take great pride in providing excellent customer service, and have put in place robust procedures for receiving, investigating, responding to and resolving consumer enquiries and complaints.

These procedures identify appropriate contacts within member organizations who are responsible for responding to consumer complaints fairly and promptly. You can find information for the relevant contact on the website of the financial institution from which you purchased your insurance.

If you are not satisfied with the resolution of your complaint by your financial institution, most CAFII members also have an Ombudsperson who can review your case. Should you remain dissatisfied with the outcome of the Ombudsperson’s review, you can then escalate your complaint to the OmbudService used by your financial institution. Your CAFII member financial institution can advise you on the complaint escalation process.

If you have a complaint with a CAFII member and cannot find the customer service contact information for that company, please send us an email with the relevant information so that we can assist.

If you wish to have information about other resources available to you in the event of a complaint, please visit the following information available from the Canadian Council of Insurance Regulators (CCIR): click here