If you are not satisfied with the product or service you received from Empire Life or through one of our distribution partners, we offer a process for acknowledging and addressing your complaint in a timely and confidential manner.
The Chief Compliance Officer is responsible to ensure the complaint resolution procedures are properly followed at Empire Life.
To register your complaint, follow these steps:
Step 1
Speak with the individual or agency that sold you the product or provided the service. For group insurance and group retirement savings, please speak with your company’s plan administrator.
Step 2
If the complaint is unresolved:
For complaints involving individual insurance or an investment, including group retirement savings, contact:
Customer Service
Empire Life
259 King St. E.
Kingston, ON K7L 3A8
Telephone: Within North America: 1 800 561-1268
Outside North America: (613) 548-1881
Fax: 1 800 920-5868
Email: customerservice@empire.ca
For group insurance complaints, contact:
Customer Service
Empire Life
259 King St. East
Kingston, ON K7L 3A8
Telephone: 1 800 267-0215
Fax: 1 888 841-9145
Email: group.csu@empire.ca
For mortgage complaints, contact:
Mortgage Department
Empire Life
165 University Ave., 9th floor
Toronto, ON M5H 3B8
Telephone: (416) 350-5800
Fax: (416) 868-6199
If a mortgage complaint remains unresolved, proceed to Step 4.
Step 3
If, after completing Step 2, your complaint is unresolved, please forward your concerns in writing. Please be sure to include your name, policy number, name of your advisor and the specifics of your concern. You may want to indicate the steps you've taken up to this point to try to reach a satisfactory conclusion.
For complaints related to individual insurance or an investment, including group retirement savings, contact:
Retail Customer Relations
Empire Life 259 King St. E.
Kingston, ON K7L 3A8
Toll-free: 1 877 548-1881 ext 8414
Fax: 1 800 920-5868
Email: customer.relations@empire.ca
For group insurance complaints, contact:
Group Customer Relations
Empire Life
259 King St. E.
Kingston, ON K7L 3A8
Telephone: 1 877 548-1881 ext: 3159
Fax: 1 888 841-9145
Email: groupcompliance@empire.ca
Step 4
If your complaint is still unresolved, you may wish to contact our internal Ombudsman at:
Company Ombudsman
Empire Life
259 King St. E.
Kingston, ON K7L 3A8
Telephone: 1 877 548-1881 ext: 3446
Fax: 1 877 390-6557
Email: ombudsman@empire.ca
Step 5
If after completing Step 4, the complaint remains unresolved, the internal Ombudsman will refer you to the third party dispute resolution service at:
OmbudService for Life & Health Insurance (OLHI)
2 Bloor St. West, Unit 700
Toronto, Ontario M4W 3E2
Telephone: 1 888 295-8112 (In Toronto, call: 416 777-9002)
Fax: 416-777-9750
OR
2001 Robert-Bourassa Boulevard
17th Floor
Montréal QC H3A 2A6
Telephone: 1 866 582-2088 (In Montréal, call: 514 282-2088)
Fax: 514 282-2088
Website: www.olhi.ca
A copy of the OmbudService for Life & Health Insurance (OLHI) brochure is available here.
Regulator Information
For complaints originating in the province of Quebec, you may also contact, at any time:
Autorité des marchés financiers
800 Victoria Square, 22nd Floor,
P.O. 246, Stock Exchange Tower
Montréal (Québec) H4Z 1G3
Telephone: 514 395-0337
sans frais: 1 877-525-0337
télécopieur: 514 873-3090
sans frais: 1 877-525-0337
www.lautorite.qc.ca
For complaints originating in the province of Saskatchewan, you may also contact, at any time:
Financial and Consumer Affairs Authority of Saskatchewan
Insurance and Real Estate Division
Attention: Superintendent of Insurance
Suite 601-1919 Saskatchewan Drive
Regina, SK S4P 4H2
Telephone: 1-306-787-6700
Fax: 1-306-787-9006
Email: fcaa@gov.sk.ca
Website: fcaa.gov.sk.ca
For complaints related to the cost of borrowing on mortgages or loans, other than policy loans, you may also contact, at any time:
Financial Consumer Agency of Canada
427 Laurier Ave. West,
6th Floor Ottawa, ON K1R 1B9
Telephone: 1 866 461-3222
(In Ottawa or outside Canada call: 1 613 960-4666)
Fax: 1 866 814-2224/613 941-1436
Website: www.fcac-acfc.gc.ca