Contact Ombudsman

If You Have A Complaint...

When you are not satisfied with the service or a product you receive from Equitable Life, there is a process for acknowledging and addressing your complaint in a timely and confidential manner. Our Ombudsman, who is responsible to ensure the complaint resolution procedures are properly followed at Equitable Life, administers this process.

For privacy related complaint(s), please visit our Privacy Policy.

To forward your complaint to Equitable Life, please follow these steps:

Step 1 - Speak to your Advisor or Plan Administrator

Speak with your Advisor (Individual Life & Health plans or Savings & Retirement plans) or Plan Administrator (for group insurance) about the product and/or service issue you are unhappy with.

Step 2 - Contact Customer Service

If after talking with your Advisor or Plan Administrator you are still not satisfied, contact a Customer Service Representative as follows:

Address

Equitable Life

One Westmount Road North

Waterloo, ON N2J 4C7

Individual Client Services (Individual Life & Health plans or Savings & Retirement plans)

Telephone: 1-800-668-4095

Fax: 519-883-7404

Email: Customer Service

Group Insurance Plans

Telephone: 1-800-265-4556

Fax: 519-883-7403

Email:

Group Dental Claims

Group Disability Claims

Group Health Claims

Group Life Claims (including life/waiver of premiums/Short Term and Long Term Disability Claims)

Step 3 - Escalate your concern, write to the Ombudsman

If your complaint remains unresolved, you may then escalate your concerns in writing to the Ombudsman who will review the complaint. Please be sure to include your name, policy number, the name of your Advisor and the specifics of your concern, including the steps taken to try and resolve the concern at hand.

You may write or email the Ombudsman at:

The Ombudsman

Equitable Life

One Westmount Road North

Waterloo, ON N2J 4C7

Telephone: 1-800-722-6615 X 8012

Fax: 519-883-7404

Email: Ombudsman

Within 30 days of receipt of your written complaint to the Ombudsman, appropriate action will be taken to resolve the complaint or explain the position of the Company regarding the issue. If the complaint cannot be addressed within 30 days, you will be advised of why a delay is necessary and when you can expect a response.

Step 4 - Independent Third Party resolution

If after the above steps have been followed and you remain unsatisfied, you may contact an independent Third Party dispute resolution service to review your complaint.

Canadian Life & Health Insurance OmbudService (CLHIO)

20 Toronto St., Suite 710

Toronto, ON

K7L 3A8

Telephone: 1-888-295-8113

Fax: 416-777-9750

Website: www.clhio.ca

A copy of the Canadian Life & Health Insurance OmbudService brochure is available at http://www.clhio.ca/download/CLHIO.pdf

For complaints related to a policy loan payment, or the disclosure or manner of calculating the cost of borrowing in respect of a loan or an advance on the security or against the cash surrender value of a policy, you may contact:

Financial Consumer Agency of Canada

427 Laurier Avenue West, 6th Floor

Ottawa, ON K1K 1B9

K7L 3A8

Telephone: 1-866-461-3222

Ottawa area or outside Canada: 1-613-996-5454

Website: www.fcac-acfc.gc.ca