CIBC Life Insurance Company Limited Customer Complaint-Handling Process

Step 1:

Contact the CIBC Life Insurance Company Limited Customer Care Centre:

Accidental Death Insurance, Million Dollar Maximum Accident Plan, Accident Recovery Plan, CIBC Hospital Protector Plan or Critical Accident Plan at 1-888-393-1110
Hospital Cash Benefit Plan for CIBC Customers at 1-866-774-3353
CIBC Term Life Protection Plan at 1-866-581-0320

Step 2:

If complaint is unresolved, escalate the complaint to the CIBC Life Insurance Company Limited Ombudsman:

CIBC Life Insurance Company Limited Ombudsman
3 Robert Speck Parkway, 9th Floor
Mississauga, ON L4Z 2G5
Telephone: 1-866-599-0989
E-mail: insurance.ombudsman@cibc.com

Step 3:

If the complaint is still unresolved, contact the OmbudService for Life and Health Insurance:

The OmbudService for Life and Health Insurance (OLHI) provides a forum for the impartial, prompt complaint handling for consumers who have completed the internal complaints-handling processes available with CIBC Life Insurance Company Limited.

OLHI can be contacted at:
401 Bay Street, Suite 1507
P.O. Box 7
Toronto, ON
M5H 2Y4
Toll free: 1-888-295-8112
In Toronto call: 416-777-9002
Fax: 416-777-9750
www.olhi.ca

The Financial Consumer Agency of Canada:

The Financial Consumer Agency of Canada (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 FCAC by:

Telephone: 1-866-461-3222
Website: www.fcac-acfc.gc.ca

Financial Consumer Agency of Canada
6th Floor, Enterprise Building
427 Laurier Ave. West
Ottawa, ON K1R 1B9

The FCAC will determine whether the financial institution is in compliance. It will not, however, resolve individual consumer complaints.

The Privacy Commissioner of Canada:

If your concern involves a privacy issue, you may contact the Office of the Privacy Commissioner of Canada by:

Telephone: 613-995-8210 or 1-800-282-1376
Fax: 613-947-6850
Website: www.privcom.gc.ca