Contact Us

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

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

a) Contact the insurer

If your complaint relates to the underwriting, servicing or administering of policies or claims, contact the insurer.

• For Scotia Accidental Death insurance product, all requests for reviews must be sent in writing to Chubb’s Complaints Officer:
  
  Attn: Chubb Complaints Officer
  199 Bay Street, Suite 2500
  P.O. Box 139 Commerce Court Postal Station
  Toronto, ON M5L 1E2
  complaintscanada@chubb.com
  
  
• For Scotia Term Life Insurance and Scotia Term to 100 Whole Life Insurance products, 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: customer.relations@empire.ca
  
  
• For Scotia Guaranteed Life Insurance product, all requests for reviews must be sent in writing to Combined Insurance’s Complaint Officer:
  
  Attn: Combined Insurance Company of America
  P.O. Box 3720, MIP
  Markham, Ontario L3R 0X5

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;
• You may want to indicate the steps you've taken up to this point to try to reach a satisfactory conclusion

OR

b) Contact Scotia Insurance

If your complaint relates to the sales and distribution process or the insurance representative, contact Scotia Insurance. Please submit your complaint in writing and include supporting documentation. You can email or mail your complaint to:

Email address: insurance.operations@scotiabank.com

Mailing address:
Scotia Insurance 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.

For Quebec customers, please see a summary of our complaint processing and dispute resolution policy here.

If your compliant is about the insurer and, after completing the above steps, your complaint remains unresolved, the following consumer organizations can provide you with information:

OmbudService for Life & Health Insurance
Address: 2 Bloor St. West, Suite 700
Toronto, ON M4W 3E2
Toll Free Telephone: 1-888-295-8112

OR

Ombudsman des assurances de personnes
Québec Address: 2001, boul. Robert-Bourassa, 17e étage
Montréal (Québec) H3A 2A6
Toll-free number for Québec : 1-866-582-2088
www.olhi.ca

Autorité des marchés financiers

Please note: Quebec consumers may request the transfer of their file to the Autorite at any time if they are not satisfied with the process.

Autorité des marchés financiers
Place de la Cité, Tour Cominar
2640, boulevard Laurier, bureau 400
Québec (Québec) G1V 5C1

OR

800, Square-Victoria, 22e étage
C.P. 246, Tour de la Bourse
Montréal (Quebec) H4Z 1G3

Telephone, Quebec City: 418-525-0337
Telephone, Montreal: 514-395-0337
Toll Free Telephone: 1-877-525-0337

https://lautorite.qc.ca/grand-public