If you have gone through the first two steps and remain dissatisfied, you can contact the insurer’s Complaints Officer or the insurer’s Ombudsman’s Office. They have been specifically appointed to provide an impartial review for unresolved customer complaints.
For your Scotia Hospitalization Insurance or Scotia Enhanced Critical Illness Insurance, all requests for reviews must be sent in writing to Chubb’s Complaints Officer:
Attn: Complaints Officer
199 Bay Street, Suite 2500
P.O. Box 139 Commerce Court Postal Station
Toronto, ON M5L 1E2
complaintscanada@chubb.com
For your Scotia Critical Illness Insurance or Scotia Health & Dental Insurance, please email/mail your requests for reviews to Sun Life’s Ombudsman’s Office:
Email: ombudsman@sunlife.com
Ombudsman’s Office
Sun Life Financial
227 King Street S
Waterloo, ON N2J 1R2
The correspondence should include:
- Your name, address and policy number;
- A phone number where you can be reached during normal business hours;
- The nature of the dispute;
- A description of your expectations - what you would like the insurer to do to resolve your concern;
- Supporting documents, relevant dates and the name of the employee or representative involved;
- Steps you've taken up to this point to try to reach a satisfactory resolution.
Upon receiving your written request, the insurer’s Complaints Officer or Ombudsman’s Office will commit to a timeline for resolving your complaint. If the complaint cannot be addressed within this time period, you will be advised why a delay is necessary and told when you can expect a response.
The insurer’s Complaint Officer or the insurer’s Ombudsman’s Office has the responsibility to assist you with the complaint process and to act as an independent internal mediator. They will make sure the complaint process has been followed and that your complaint has been properly and fairly considered and that a decision and explanation of our final position has been provided to you if an equitable solution cannot be reached. They will also ensure you are advised of how you can escalate your complaint outside of the insurer for dispute resolution or mediation.
