Tools & Resources

Frequently Asked Questions

Got a question? We have answers that give general guidance and provide various examples. However, as terms and conditions of coverage may vary from one financial institution to another, customers should always refer to their own certificate of insurance.

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Enquiries and Complaints

Have a complaint with a CAFII member?

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

These procedures identify customer service 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 cannot find the contact information, please send CAFII an email with the relevant information so that we can assist.

If your complaint cannot be resolved at the initial point of customer service contact, ask if it can be referred to a higher level of management, a complaints liaison manager, or an internal ombudsman.

If you are still not satisfied, you can escalate your complaint to the OmbudService used by your financial institution. Your CAFII member financial institution can advise you on the complaint escalation process.

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How to Make an Insurance Claim

The credit protection insurance and travel insurance products offered by our members protect you and your family under various circumstances described in your certificate of insurance. If you have questions about your coverage, or would like more information on how to make a claim, please click on the name of the financial institution from which you obtained your insurance, and it will take you to the relevant section of the company’s website.

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