CIBC Life Insurance Company Limited Customer

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

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)

1-888-393-1110

Term Life from CIBC Insurance (issued from 1994 to 1999)

Life Insurance from CIBC Insurance (issued 1994 to 1999)

1-800-565-6010

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

1-866-581-0320

Hospital Cash Benefit Plan for CIBC Customers

1-866-533-1325



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
33 Yonge Street, 8th Floor
Toronto, Ontario M5E 1G4

Telephone (toll-free): 1-866-599-0989
Email: insurance.ombudsman@cibc.com



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.

You can contact the OLHI at:

401 Bay Street, Suite 1507
P.O. Box 7
Toronto, ON
M5H 2Y4

Telephone (toll-free): 1-888-295-8112
Telephone (in Toronto): 416-777-9002
Fax: 416-777-9750

Website: www.olhi.ca Opens a new window in your browser



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

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
Fax: 613-947-6850

Website: www.priv.gc.ca Opens a new window in your browser