Complaint Handling Process

What steps can you take if you have a complaint about a CIBC Life product or service?

Step 1:

Contact the CIBC Life Insurance Company Limited Customer Care Centre.

You can find your product name and corresponding telephone number below:

Product name

CIBC Contact

Accidental Death Insurance

1-888-393-1110 Opens your phone app.

Accident Protection Plan

1-888-393-1110 Opens your phone app.

Accident Recovery Plan

1-888-393-1110 Opens your phone app.

Critical Accident Plan

1-888-393-1110 Opens your phone app.

Guaranteed Acceptance Life Insurance

1-888-393-1110 Opens your phone app.

Hospital Protector Plan

1-888-393-1110 Opens your phone app.

Million Dollar Maximum Accident Plan

1-888-393-1110 Opens your phone app.

CIBC Term Life Insurance — issued April 2017 onward

1-888-393-1110 Opens your phone app.

CIBC Critical Illness Insurance — issued April 2017 onward

1-888-393-1110 Opens your phone app.

Term Life from CIBC Insurance — issued between 1994 to 1999

1-800-565-6010 Opens your phone app.

Life Insurance from CIBC Insurance — issued between 1994 to 1999

1-800-565-6010 Opens your phone app.

CIBC Term Life Protection Plan — issued after 2005 and up to March 2017

1-866-581-0320 Opens your phone app.

Hospital Cash Benefit Plan for CIBC Customers

1-866-533-1325 Opens your phone app.

 


What steps can you take if your initial complaint is unresolved?

Step 2:

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

CIBC Life Insurance Company Limited Ombudsman

Commerce Court Mailroom CCW P3
199 Bay Street, CCW-P3
Toronto, Ontario M5L 1A2

Telephone (toll-free): 1-866-599-0989 Opens your phone app.
Email: insurance.ombudsman@cibc.com Opens your email app.

 

What steps can you take if your subsequent complaint to the CIBC Life Insurance Company Limited Ombudsman is unresolved?

Step 3:

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.

20 Adelaide Street East, Suite 802
P.O. Box 29
Toronto, Ontario
M5C 2T6

Call toll-free: 1-888-295-8112 Opens your phone app.

In Toronto, call: 416-777-9002 Opens your phone app.

olhi.ca Opens in a new window.

 

What steps can you take if you have a regulatory complaint or a complaint concerning a voluntary code of conduct?

The Financial Consumer Agency of Canada (FCAC):

The 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 the FCAC at:

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

K1R 1B9

Telephone (toll-free): 1-866-461-3222 Opens your phone app.

Website: www.fcac-acfc.gc.ca Opens in a new window.

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

What steps can you take if you are 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 in a new window.