At Securian Canada, we’re here to listen. If something hasn’t gone the way you expected, we want to know so we can make it right. Your satisfaction with our products and services is our top priority. Securian Canada is committed to addressing your concerns quickly, confidentially, and respectfully.

Step 1 — If you are not satisfied with an experience you have had with us, please contact our Customer Experience team at 1-844-894-0378 and request to speak to a manager. We are available Monday-Friday, 8am-7pm, ET.



Step 2 — If you are still not satisfied with the outcome, please complete the escalation form below and a specialized member of our Customer Experience team will be in touch with you within two business days. For assistance in completing the form, please contact our Customer Experience team at 1-844-894-0378.

If you are a resident of Quebec, you may choose to fill out the complaint form from the Autorité des marchés financiers (AMF).

Step 3 - if you’re still not satisfied after completing steps 1 and 2, you may contact Securian Canada’s Complaints Office at:

25 Sheppard Avenue West, Suite 1400

Toronto, ON
M2N 6S6

escalations@securiancanada.ca

The Complaints Office will acknowledge receipt of your request within two business days. They will investigate your request and will provide a final written decision within 60 days. If additional information or time is required to complete the investigation, they will notify you.

The Financial Consumer Agency of Canada supervises all federally regulated financial institutions, which includes federally regulated insurance companies, for compliance with federal consumer protection laws, including the requirement to have a complaint-handling process in place. FCAC does not resolve individual complaints.

If you have a problem with a financial product or service, you may file a complaint with Securian Canada.  If you are not satisfied with how your complaint has been handled, you can escalate the complaint to the following third-party complaints body:

Which third party to contact

If you have a life or health insurance policy (underwritten by Canadian Premier Life Insurance Company):

OmbudService for Life & Health Insurance (OLHI)
www.olhi.ca

1-888-295-8112

If you have a property and casualty insurance policy (underwritten by Canadian Premier General Insurance Company):

General Insurance OmbudService (GIO)

www.giocanada.org

1-877-225-0446

If you want to know your rights or need information about the complaint-handling process of a financial institution, you may contact FCAC by online form, mail, or telephone. FCAC uses information from consumer enquiries to support its mandate.

www.canada.ca/fcac

Online form

https://www.canada.ca/en/financial-consumer-agency/corporate/contact-us.html

Phone

For service in English: 1-866-461-FCAC (3222)
For service in French: 1-866-461-ACFC (2232)
For calls from outside Canada: 613-960-4666
Teletypewriter (TTY): 1-866-914-6097 / 613-947-7771

Video Relay Service

FCAC welcomes Video Relay Service (VRS) calls. You do not need to authorize the relay service operator to communicate with FCAC. Visit https://srvcanadavrs.ca/en/ to learn more.

Mailing address

Financial Consumer Agency of Canada
427 Laurier Avenue West, 5th Floor
Ottawa ON K1R 7Y2

For residents of Quebec:

L’Autorité des marchés financiers

https://lautorite.qc.ca/en/general-public/assistance-and-complaints/making-a-complaint

1-877-525-0337

You can review our Complaints Handling Policy for more information.

What is considered a complaint?

A complaint is any time you feel dissatisfied and want us to take action. This could be about:

• one of our products or services;
• how a process was handled;
• the way you were treated;
• something we did—or didn’t do; or
• your overall experience with us.

No matter the issue, your opinion matters. We’re committed to hearing your concerns and working with you to find a fair resolution.  

What can I expect?

Upon hearing from you, we will acknowledge receipt of your request and begin investigating.

During the investigation we may:

• Reach out to clarify any information you have provided;
• Request further information either verbally or in writing;
• Share your complaint or concern with the relevant business area;
• Request additional information from other involved parties where applicable;
• Provide updates throughout the complaint handling process; and
• Inform you of any actions being taken

When will you contact me?

You’ll hear from us within 2 business days. We aim to resolve your concern within 20 days. If we’re unable to do so, we’ll send you a written update with the expected resolution timeframe.

How can I send something by mail?

Securian Canada
Attention: Complaint Resolution Program
PO Box 914 Station A, Toronto, ON,M5W 1G5