Canadian Premier Life Insurance Company
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Meeting the insurance needs of over one million Canadian Families

Canadian Premier Life Insurance Company
Legacy General Insurance Company


Our Commitment

We are committed to providing our customers with exceptional customer service and products. We are also committed to reviewing and responding to customer concerns about our services and products in a timely manner. We understand the value that results from customer feedback and thus view complaints as an opportunity to improve the way we do business and turn unsatisfied into satisfied customers.

Your complaints are important to us. We treat them with the utmost respect, importance, and confidentiality.

Canadian Premier Life Insurance Company and Legacy General Insurance Company are members of the Canadian Life and Health Insurance Association (CLHIA) and follow the CLHIA Customer Code of Ethics. We are committed to conducting our business according to the following principles:

1.  To engage in fair competition so that the public can obtain the products      and services it needs at reasonable prices;

2.  To advertise products and services in a clear and straightforward manner,      and to avoid practices that might mislead and deceive;

3.  To write all contracts in clear, direct language without unreasonable      restrictions;

4.  To use underwriting techniques that are sound and fair;

5.  To pay all valid claims accurately, promptly, and without unreasonable      requirements;

6.  To ensure competent and courteous sales and services; and

7.  To respect the privacy of individuals by using personal information only for      the purposes intended and not revealing it to any unauthorized person.

Complaint Handling Procedure

The procedure for handling complaints once they have been received is as follows:

1.  Your complaint will be directed to the appropriate person.

2.  If your complaint cannot be resolved, or if you decide to escalate your      complaint, then your complaint will be referred to a supervisor or manager.

3.  The supervisor or manager will review your complaint, and advise you in      writing of the Company’s final position with respect to your complaint.

4.  If you are still not satisfied, you may appeal to the following:

For Canadian Premier Life Insurance Company

OmbudService for Life & Health Insurance (OLHI)
401 Bay Street, Suite 1507
P.O. Box 7
Toronto, Ontario
M5H 2Y4
Telephone:(416) 777-9002 (Toronto only)
 (888) 295-8112 (toll free)
Fax:(416) 777-9750

For Legacy General Insurance Company

General Insurance OmbudService
10 Milner Business Court, Suite 701
Toronto, Ontario M1B 3C6
Fax:(416) 299-4261

For Both Companies

Financial Consumer Agency of Canada
Enterprise Building
427 Laurier Avenue West, 6th floor
Ottawa, Ontario K1R 1B9
Telephone:(866) 461-3222 (toll-free, English)
 (866) 461-2232 (toll-free, French)
Fax:(866) 814-2224 (toll free)

If you are from Quebec, you may contact the following:

Autorité des marchés financiers
Place de la Cité, tour Cominar
2640, boulevard Laurier, 3rd étage
Québec (Québec) G1V 5C1
Telephone:(418) 525-0337
 (877) 525-0337 (toll-free)
Fax:(418) 525-9512

Canadian Premier Life Insurance Company
25 Sheppard Avenue West, Suite 1400
Toronto, Ontario – M2N 6S6
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