Contact the CIBC Life Insurance Customer Care Centre
You can find your product name and corresponding telephone number here:
| Insurance plan | Contact number |
|---|---|
Accident Protection Plan Accident Recovery Plan Accidental Death Insurance CIBC Critical Illness Insurance, issued April 2017 onward CIBC Hospital Cash Benefit Plan CIBC Term Life Insurance, issued April 2017 onward CIBC Term Life Insurance, issued 1994 to 1999 Critical Accident Plan Guaranteed Acceptance Life Insurance Hospital Protector Plan Million Dollar Maximum Accident Plan |
|
CIBC Term Life Protection Plan, issued after 2005 and up to March 2017 |
If your initial complaint is unresolved
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, Ontario
M5J 0E7
Telephone (toll-free): 1-866-599-0989 Opens your phone app.
Email: InsuranceCCAO@cibc.com Opens your email app.
If your subsequent complaint to the appeals office is unresolved
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)
2 Bloor Street West, Suite 700
Toronto, Ontario
M4W 3E2
Call toll-free: 1-888-295-8112 Opens your phone app.
In Toronto, call: 416-777-9002 Opens your phone app.
Website: olhi.ca Opens a new window.
Québec residents
If you're a Québec resident and are dissatisfied with the outcome or with the examination of your complaint, you may request that your complaint file be transferred to the Autorité des marchés financiers (AMF). The AMF will proceed with their examination and may, if it considers it appropriate, offer mediation or conciliation services. However, the AMF cannot require a party to go to mediation. To arrange for the transfer of your complaint file and for more information please contact the AMF.
Autorité des marchés financiers
800, rue du Square-Victoria, bureau 2200
Montréal (Québec) H3C 0B4
Call: 514-395-0337 Opens your phone app. (Montréal) 418-525-0337 Opens your phone app. (Québec City)
Toll-free: 1-877-525-0337 Opens your phone app.
Fax: 514-873-3090
Visit: lautorite.qc.ca/en/general-public/assistance-and-complaints
Financial Consumer Agency of Canada (FCAC)
The Financial Consumer Agency of Canada supervises all federally regulated financial institutions, which includes federally regulated insurance companies, for compliance with federal consumer protection laws, including the requirement to have a complaint-handling process in place. FCAC does not resolve individual complaints.
If you have a problem with a financial product or service, you may file a complaint with CIBC Life Insurance Company Limited.
If you are not satisfied with how your complaint has been handled, you can escalate the complaint to the following third-party complaints body:
OmbudService for Life and Health Insurance (OLHI)
2 Bloor Street West, Suite 700
Toronto, Ontario
M4W 3E2
Call toll-free: 1-888-295-8112 Opens your phone app.
In Toronto, call: 416-777-9002 Opens your phone app.
Website: OLHI Opens a new window.
If you want to know your rights or need information about CIBC Life Insurance Company Limited’s complaint-handling process, you may contact FCAC by online form, mail or telephone. FCAC uses information from consumer enquiries to support its mandate.
Phone
For service in English: 1-866-461-3222 Opens your phone app.
For service in French: 1-866-461-2232 Opens your phone app.
For calls from outside Canada: 613-960-4666 Opens your phone app.
Teletypewriter (TTY)
For Canada and the U.S.: 1-866-914-6097 Opens your phone app.
For TTY calls from outside Canada: 613-947-7771 Opens your phone app.
Video Relay Service (VRS)
FCAC welcomes VRS calls. You do not need to authorize the relay service operator to communicate with FCAC. To learn more, visit Canada Video Relay Service Opens a new window..
Mailing address
Financial Consumer Agency of Canada
427 Laurier Avenue West, 5th Floor
Ottawa, Ontario
K1R 7Y2
Concerned about privacy matters?
You can contact the Office of the Privacy Commissioner of Canada by:
Telephone (toll-free): 1-800-282-1376 Opens your phone app.
Telephone (in Ottawa): 613-995-8210 Opens your phone app.
Fax: 613-947-6850
Website: www.priv.gc.ca Opens a new window.