Resolving a Complaint - Assumption Life

Although rare, sometimes clients feel unfairly treated by Assumption Life or its representatives, or dissatisfied due to a misunderstanding. Should this ever happen to you, please do not hesitate to express your concerns to us. Below are the procedure to follow should you wish to express your dissatisfaction or voice a complaint.

Complaints lodged by our clients are important to us, and we are committed to responding to them promptly and in a most courteous manner. All complaints and personal information collected in their regard, whether orally or in writing, will be handled diligently and professionally.

Step 1: Let us know

Our company's employees and representatives are equipped to resolve almost any problem you may have, so please bring your concerns to the attention of your representative or a front-line employee, who will most likely be able to resolve the issue. If in doubt, simply contact our Client Services Department, which will direct you to the appropriate person.

Step 2: Speak to management

If, unfortunately, you remain dissatisfied after speaking with your representative or an employee, please ask to speak with a supervisor or the manager of the department in question.

Step 3: Lodge a Complaint with Assumption Life

If your problem somehow remains unresolved even after following the preceding steps, please lodge an official complaint with Assumption Life's chief complaint officer, who is responsible for independently reviewing complaints from clients and helping to identify a fair solution to your problem. The response you receive from our chief complaint officer is generally Assumption Life's final response. If, however, you do not wish to make a complaint but report a dishonest act anonymously, visit our whistleblowing page.

Formal complaints must be lodged in writing using our complaint form.

Assumption Life will study your complaint and attempt to provide a response within 30 days business days. If we are not able to respond within that time, we will give the reason for this delay and provide an approximate response date.

Contact information for our chief complaint officer:

Mail	Email	Telephone and Fax
Ombudsman Assumption Life 770 Main Street P.O. Box 160 Moncton, N.B. E1C 8L1	complaints@assumption.ca	Telephone: 1-506-853-6040 Toll free: 1-800-455-7337

Step 4: External recourse

If you are still not satisfied after following steps 1 through 3, you have the option of taking your complaint to one of the following organizations available to assist consumers.
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