Complaint Handling Process
What steps can you take if you have a complaint about a CIBC Life product or service?
Contact the CIBC Life Insurance Company Limited Customer Care Centre.
You can find your product name and corresponding telephone number below:
Accidental Death Insurance
Accident Protection Plan
Accident Recovery Plan
Critical Accident Plan
Guaranteed Acceptance Life Insurance
Hospital Protector Plan
Million Dollar Maximum Accident Plan
CIBC Term Life Insurance (issued April 2017 onward)
CIBC Critical Illness Insurance (issued April 2017 onward)
Term Life from CIBC Insurance (issued from 1994 to 1999)
Life Insurance from CIBC Insurance (issued 1994 to 1999)
CIBC Term Life Protection Plan (issued after 2005 and up to—and including—March 2017)
Hospital Cash Benefit Plan for CIBC Customers
What steps can you take if your initial complaint is unresolved?
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
Email: firstname.lastname@example.orgOpens your email app.
What steps can you take if your subsequent complaint to the CIBC Life Insurance Company Limited Ombudsman is unresolved?
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
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
Telephone (toll-free): 1-866-461-3222
Website: www.fcac-acfc.gc.caOpens a new window in your browser
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
Telephone (in Ottawa): 613-995-8210
Website: www.priv.gc.ca Opens a new window in your browser