Policy on Complaints

Our Commitment

Securian Canada’s digital insurance solutions are powered by PolicyMe Corp. (“PolicyMe”). We're committed to delivering exceptional customer service and high-quality products, and promptly addressing and resolving any concerns or feedback you may have. We deeply value your feedback, and consider complaints an opportunity to enhance our business operations and our customers’ experience.
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PolicyMe adheres to the following principles in conducting our business:

• Engaging in fair competition to ensure the public's access to reasonably priced products and services.
• Presenting product and service information in a transparent and honest manner, while avoiding any practices that may mislead or deceive.
• Crafting contracts that use clear and straightforward language, free from unreasonable restrictions.
• Employing underwriting techniques that are both fair and reliable.
• Accurately and promptly processing all valid claims without imposing unnecessary requirements.
• Ensuring that our sales and service personnel are knowledgeable, skilled, and courteous.
  
• Respecting the privacy of individuals by using their personal information only for its intended purposes and refraining from disclosing it to unauthorized parties.
  

Complaint handling procedure

Once a complaint is received, the following procedure is implemented:

• Within 24 hours, your complaint will be forwarded to the appropriate person.
  
• You will receive an acknowledgement of your complaint, along with information about the complaint resolution process and your right to escalate the complaint to a third party if it remains unresolved or takes an unreasonable amount of time to resolve.
• If your complaint cannot be resolved or if you choose to escalate it, a supervisor or manager will handle your complaint.
• The supervisor or manager will thoroughly review your complaint and provide you with a written communication outlining Securian Canada’s final stance on the matter.

To lodge a complaint

Contact PolicyMe

• Address: 60 Adelaide Street East, Suite 1300, Toronto, Ontario, M5C 3E4
  
• By phone: +1 (866) 714-9007 from 8:30AM-8PM EST Monday to Friday.
• By email: service@caa.securiancanada.ca

If you are still not satisfied with the process or response, you may ask our Complaints Department to forward a copy of your file to:

• Quebec residents only: Autorité des marchés financiers au Québec
  
• All clients: Financial Consumer Agency of Canada