Your satisfaction with our 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.

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@securiancanada.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.

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

Which third party to contact

For insurance related issues:

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 (GIO)

www.giocanada.org

1-877-225-0446

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

For residents of Quebec:

L’Autorité des marchés financiers

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

1-877-525-0337

For consumer provision complaints:

The Financial Consumer Agency of Canada (FCAC) supervises federally regulated financial institutions to ensure they comply with federal consumer protection laws. If you have a complaint about a consumer provision, you can contact the FCAC in writing.  The FCAC can provide tips on how to make a complaint; however, they do not get involved in individual disputes.