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:
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.
If after talking with your Advisor or Plan Administrator you are still not satisfied, contact a Customer Service Representative as follows:
Equitable Life One Westmount Road North Waterloo, ON N2J 4C7
Telephone: 1.800.668.4095 Fax: 519.883.7404 Email: Customer Service
Telephone: 1.800.265.4556 Fax: 519.883.7403 Email addresses:
Group Dental Claims
Group Disability Claims
Group Health Claims
Group Life Claims (including life/waiver of premiums/Short Term and Long Term Disability Claims)
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 ext. 8012 Fax: 519.883.7425 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.
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.
401 Bay Street, PO Box 7 Toronto, ON M5H 2Y4 Telephone: 1.888.295.8112 Individuals with hearing loss call: 1.800.855.0511
Website: http://www.olhi.ca
For complaints related to a loan payment (other than a policy loan), or the disclosure or manner of calculating the cost of borrowing in respect of a loan or a voluntary code of conduct or a public commitment, you may contact:
427 Laurier Avenue West, 6th Floor Ottawa, ON K1R 1B9 Telephone: 1.866.461.3222 Ottawa area or outside Canada: 1.613.996.5454
Website: www.fcac-acfc.gc.ca
One Westmount Road North
P.O. Box 1603, Stn Waterloo
Waterloo, Ontario N2J 4C7
Phone: 519.886.5110
Toll Free: 1.800.265.8878
