The Great-West Life Assurance Company commits to addressing your concerns about our financial products and services promptly, fairly and professionally. We value your business and want to ensure you are happy with the service we provide. We strive to improve the financial, physical and mental well-being of Canadians. So when complaints arise from time to time, we take them seriously.
Our brochure available in PDF format below outlines the complaint handling procedures found below.
If you have a concern regarding one of our financial products or services please let us know. If you deal with an advisor they may be able to help. Alternatively, please contact one of our customer service representatives for the applicable business area as listed. If this does not resolve your concern, we have outlined additional steps you may choose to take.
Personal Loan Insurance
Personal Line of Credit Insurance
Credit Card Outstanding Balance Insurance
Commercial Loan Insurance
If your complaint has not been addressed to your satisfaction within the business area, you will be provided with information on how you can submit your complaint to the Ombudsman’s Office for a final review. Please note: You need to go through the business area’s complaint process before submitting your complaint to the Ombudsman’s Office.
If we are not able to address your complaint to your satisfaction, the Ombudsman’s office will explain the Company’s final position in writing and provide you with information about external resources available to you.
The Great-West Life Assurance Company
Ombudsman’s Office T 262
255 Dufferin Avenue
The OmbudService for Life and Health Insurance (OLHI) is a national independent complaint resolution and information service for consumers of Canadian life and health insurance products and services, including life, disability, employee health benefits, travel and insurance investment products such as annuities and segregated funds.
OmbudService for Life and Health Insurance
401 Bay Street, Suite 1507 PO Box 7,
Toronto, ON M5H 2Y4
The Financial Consumer Agency of Canada (FCAC) supervises federally regulated financial institutions to ensure they comply with federal consumer protection laws (or “consumer provisions”).
There are various consumer provisions that apply to financial institutions including the requirement to have a complaint handling procedure in place that is available to the public. The FCAC does not provide compensation or address individual disputes. It will review whether a financial institution has complied with the FCAC requirements.
For more information about the FCAC, including a listing of consumer provisions that apply to us, please contact the FCAC directly.
Financial Consumer Agency of Canada
427 Laurier Avenue West, 6th Floor,
Ottawa, ON K1R 1B9