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Complaints policy

Our commitment

Your satisfaction with our services is our top priority. Securian Canada is committed to addressing your concerns quickly, confidentially, and respectfully.

Notify us

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.

Fields marked with an asterisk (*) are required.

Your policy number can be found on your certificate of insurance.
Your claim number can be found on your response letter.
Your member/customer ID can be found on correspondence like a welcome letter, insurance policy or certificate.
*Preferred contact method
For privacy, please do not share any personal or credit card information.

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Other resolution methods

Securian Canada’s Ombudsperson

If you still need assistance after completing steps 1 and 2, you may contact Securian Canada’s Ombudsperson at:

25 Sheppard Avenue West, Suite 1400

Toronto, ON
M2N 6S6

1-647-730-1200
escalations@securiancanda.ca

After we receive your formal complaint, we will acknowledge your request in two business days.   

The Ombudsperson will investigate your concern and will provide their final written decision within 10 to 20 business days of receiving your complaint. If more time is needed to complete the investigation, the Ombudsperson will notify you.

External regulators

If you want to appeal the Ombudsperson’s final decision, you may contact one of the following regulators. Please note that you must reach out to Securian Canada’s Ombudsperson before contacting any external regulator.

Which regulator to contact:

If you have a life and/or health insurance policy:

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

1-888-295-8112

Note: If you have this type of policy, you will see “Canadian Premier Life Insurance Company” written on your policy documents.

If you have a property and casualty insurance policy:

General Insurance OmbudService

www.giocanada.org

1-877-225-0446

Note: If you have this type of policy, you will see “Canadian General Insurance Company” written on your policy documents.

For all policy types:

Financial Consumer Agency of Canada

www.fcac.gc.ca

1-866-461-3222 (English)

1-866-461-2232 (French)

For all policy types (Quebec residents):

L’Autorité des marchés financiers

https://lautorite.qc.ca/en/general-public

1-877-525-0337

DOFU 9-2024

3683626