Contact Us

Please reach out to our licensed representatives through the phone numbers listed above for the respective insurance product.  

Explain your circumstances and how you would like the matter resolved. Please provide details, such as, your name, contact numbers, email address, policy number, specific nature of your complaint and supporting documents.

If you are dissatisfied with the response, you can ask to speak to that individual’s manager. A manager or another senior person directed by management will review the decision and discuss it with you.

If an agreement cannot be reached within a timeframe acceptable to you, you should proceed to Step 2 of the complaints process.

If you are dissatisfied with the response in Step 1 of the complaint process, a representative of BNS Insurance Agency Inc. Operations and Customer Service Support will be pleased to assist you. We require that your complaint be submitted in writing and include supporting documentation. You can e-mail/mail your complaint to:

insurance.operations@scotiabank.com

BNS Insurance Agency Inc.
Operations and Customer Service Support
100 Yonge Street, Suite 200
Toronto, Ontario M5H 1H1

If an agreement cannot be reached within a timeframe acceptable to you, you should proceed to Step 3 of the complaints process.

If you have gone through the first two steps and remain dissatisfied, you can contact the insurer’s Complaints Officer. This individual has been specifically appointed to provide an impartial review for unresolved customer complaints.

For your Scotia Accidental Death Insurance product, 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 Term Life Insurance product, all requests for reviews must be sent in writing to Empire Life’s Complaints Officer: 

Attn: Empire Life Complaints Officer
259 King St. E.
Kingston, ON K7L 3A8
Email: customerservice@empire.ca

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 Complaints Officer 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 Complaints Officer is an employee of the insurer with the responsibility to assist you with the complaint process and to act as an independent internal mediator. The Complaints Officer 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.

The Complaints Officer will also ensure you are advised of how you can escalate your complaint outside of the insurer for dispute resolution or mediation.