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When you are not satisfied with the service or a product you receive from Equitable Life, there is a process for acknowledging and addressing your complaint in a timely and confidential manner. Our Ombudsman, who is responsible to ensure the complaint resolution procedures are properly followed at Equitable Life, administers this process.
To forward your complaint to Equitable Life, please follow these steps:
Speak with your advisor (Individual life and health plans or savings and retirement plans) or plan administrator (for group insurance) about the product and/or service issue you are unhappy with.
If after talking with your advisor or plan administrator you are still not satisfied, contact a customer service representative as follows:
Equitable Life One Westmount Road North Waterloo, ON N2J 4C7
Telephone: 1.800.668.4095 Fax: 519.883.7404 Email: Customer Service
Telephone: 1.800.265.4556 Fax: 519.883.7403 Email addresses:
Group Dental Claims
Group Disability Claims
Group Health Claims
Group Life Claims (including life/waiver of premiums/short term and long term disability claims)
If your complaint remains unresolved, you may then escalate your concerns in writing to the Ombudsman who will review the complaint. Please be sure to include your name, policy number, the name of your advisor and the specifics of your concern, including the steps taken to try and resolve the concern at hand.
You may write or email the Ombudsman at:
The Ombudsman Equitable Life One Westmount Road North Waterloo, ON N2J 4C7 Telephone: 1.800.722.6615 ext. 8012 Fax: 519.883.7425 Email: Ombudsman
Within 30 days of receipt of your written complaint to the Ombudsman, appropriate action will be taken to resolve the complaint or explain the position of the Company regarding the issue. If the complaint cannot be addressed within 30 days, you will be advised of why a delay is necessary and when you can expect a response.
For Quebec residents, please note that you may transfer your complaint to the Autorité des marchés financiers (AMF): see the “Complaint Reporting Form” at the AMF website at http://www.lautorite.qc.ca/en/file-complaint-conso.html or call toll-free: 1.877.525.0337.
If after the above steps have been followed and you remain unsatisfied, you may contact an independent Third Party dispute resolution service to review your complaint.
OmbudService for Life and Health Insurance (OLHI) 401 Bay Street, Suite 1507 P.O. Box 7 Toronto, Ontario M5H 2Y4
Local: 416.777.9002 Toll Free: 1.888.295.8112 (Canada wide) Fax: 416.777.9750
Ombudsman des assurances de personnes (OAP) 2001 University Street 17th Floor Montreal, Quebec H3A 2A6
Local Montreal: 514.282.2088 Toll Free: 1.866.582.2088 (within Quebec) Fax: 514.285.4076
For complaints related to a loan payment (other than a policy loan), or the disclosure or manner of calculating the cost of borrowing in respect of a loan or a voluntary code of conduct or a public commitment, you may contact:
427 Laurier Avenue West, 6th Floor Ottawa, ON K1R 1B9 Telephone: 1.866.461.3222 Ottawa area or outside Canada: 1.613.996.5454
One Westmount Road North
P.O. Box 1603, Stn Waterloo
Waterloo, Ontario N2J 4C7
Toll Free: 1.800.722.6615
At Equitable Life, you can find your passion and make a difference every day.