Step 1: Contact the CIBC Life Insurance Company Limited Customer Care Centre.
You can find your product name and corresponding telephone number below:
Accidental Death Insurance 1-888-393-1110
Accident Protection Plan 1-888-393-1110
Accident Recovery Plan 1-888-393-1110
Critical Accident Plan 1-888-393-1110
Guaranteed Acceptance Life Insurance 1-888-393-1110
Hospital Protector Plan 1-888-393-1110
Million Dollar Maximum Accident Plan 1-888-393-1110
CIBC Term Life Insurance — issued April 2017 1-888-393-1110
CIBC Critical Illness Insurance — issued April 2017 1-888-393-1110
Term Life from CIBC Insurance — issued between 1994 to 1999 1-800-565-6010
Life Insurance from CIBC Insurance — issued between 1994 to 1999 1-800-565-6010
CIBC Term Life Protection Plan — issued after 2005 and up to March 2017 1-866-581-0320
Hospital Cash Benefit Plan for CIBC Customers 1-866-774-3353
Step 2: If your complaint is unresolved, escalate it to the CIBC Life Insurance Company Limited, Client Complaint Appeals Office:
CIBC Life Insurance Company Limited, Client Complaint Appeals Office
81 Bay Street, CIBC Square, Floor 24
Toronto, ON M5J 0E7
Telephone (toll-free): 1-866-599-0989
Email: InsuranceCCAO@cibc.com
Step 3: If the complaint is still unresolved, contact the OmbudService for Life and Health Insurance (OLHI).
The OLHI provides a forum for the impartial and prompt complaint handling for consumers who have completed the internal complaints handling processes — available with CIBC Life Insurance Company Limited.
OmbudService for Life and Health Insurance (OLHI)
20 Adelaide Street East, Suite 802
P.O. Box 29
Toronto, Ontario
M5C 2T6
Call toll-free: 1-888-295-8112
In Toronto, call: 416-777-9002
olhi.ca
The Financial Consumer Agency of Canada (FCAC):
The FCAC supervises federally-regulated financial institutions, such as CIBC Life Insurance Company Limited, to ensure they comply with federal consumer protection laws. Federal consumer protection laws affect you in a number of ways. For example, financial institutions must provide you with information about their fees, interest rates and complaint handling procedures. The FCAC also helps educate consumers and monitors voluntary codes of conduct and public commitments designed to protect the interest of consumers.
If you have a regulatory complaint, or a complaint concerning a voluntary code of conduct, you can contact the FCAC at:
Financial Consumer Agency of Canada
6th Floor, Enterprise Building
427 Laurier Ave. West
Ottawa, ON
K1R 1B9
Telephone (toll-free): 1-866-461-3222
Website: www.fcac-acfc.gc.ca
The FCAC will determine whether the financial institution is in compliance. It will not, however, resolve individual consumer complaints.
What steps can you take if you are concerned about privacy matters?
You can contact the Office of the Privacy Commissioner of Canada by:
Telephone (toll-free): 1-800-282-1376
Telephone (in Ottawa): 613-995-8210
Fax: 613-947-6850
Website: 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/
