Step 1 – Let us Know
If you have a concern, please contact a Customer Service Associate by mail, phone, or fax. Our Customer Service Associates will work hard to resolve your concern to your satisfaction.
Credit Related Insurance and Warranties
Claims and Customer Service Department
a: 1945 King Street East, Suite 100, Hamilton, Ontario L8K 1W2
p: 1-800-361-5344 (Eng) or 1-800-661-5800 (Fr)
f: 1-800-645-9405
Step 2 – Talk to Management
If you are not satisfied with the solution you receive from the Customer Service Associate in Step 1, the Customer Service Associate will offer to elevate your concern to management, communicating the relevant details on your behalf. Alternatively, you may contact management using the contact information noted above.
Step 3 – Still Not Satisfied
If your concern remains unresolved after you have followed Steps 1 and 2, you may contact Assurant Canada’s internal Complaints Liaison Officer (formerly Ombudsperson). The Complaints Liaison Officer is dedicated to resolving disputes fairly and professionally. The Complaints Liaison Officer will review your particular situation and determine the appropriate next steps, directing it to the appropriate business area for investigation and response. You may contact the Complaints Liaison Officer in writing or by phone:
Attention: Complaints Liaison Officer, American Bankers Life Assurance Company of Florida
a: 5000 Yonge Street, Suite 2000, Toronto, ON M2N 7E9
p: 1-800-561-3232 ext 4666019
e: Canadacomplaints@assurant.com
Site Web: www.assurant.ca
Contact: Marie Smith
Step 4 – External Recourse
If your concern has not been resolved to your satisfaction, you may have it reviewed by a third party.
For life and health related issues:
The Ombudservice for Life & Health Insurance (OLHI)
2 Bloor St. West, Suite 700
Toronto, ON M4W 3E2
1-888-295-8112 (toll-free); 416-777-9002 (Toronto) 514-282-2088 (Montreal)
Fax: 416-777-9750
www.olhi.ca
For consumer provision complaints:
Financial Consumer Agency of Canada (FCAC)
a: Enterprise Building, 6th Floor , 427 Laurier Avenue West, Ottawa, ON K1R 1B9
p: 1-866-461-3222
w: www.fcac.gc.ca
For privacy related issues:
Office of the Privacy Commissioner of Canada (OPC)
30, Victoria Street Gatineau, Quebec K1A 1H3
1-800-282-1376 (toll-free)
info@privcom.gc.ca
www.priv.gc.ca
Third-party complaint-handling process for this institution:
OmbudService for Life & Health Insurance (OLHI)
2 Bloor Street West, Suite 700
Toronto, ON
M4W 3E2
Toll free: 1-888-295-8112
In Toronto call: 416-777-9002
http://olhi.ca/
