Compliments and Complaints
Paying a
Compliment or Making a Complaint
Compliments
or Complaints to Teachers Life
We want to
hear from you. If you have been pleased with our service – make our day and
tell us about it. Just as important though, if you have a problem
we want to help resolve it.
There are a number of ways to share a concern or compliment about your
experience with us–you can contact us by telephone, email or mail.
·
Paying us a Compliment
·
Making a Complaint
Paying us a
Compliment
Positive
feedback means the world to us. Everyone enjoys being appreciated, but your
compliment also confirms that we are on the right track when it comes to
looking after your insurance needs. If you have a “happy” Teachers Life
experience you would like to recognize, please tell us about it.
If you were
impressed with your experience you can direct your compliment to: compliments@teacherslife.com. We’ll be sure to share your feedback with our entire team.
Making a
Complaint
If you have a
complaint, we want to address it in an effective and professional way. We have
a step-by-step process for acknowledging and addressing your concern. Following
these steps, will help resolve your complaint as swiftly as possible.
·
Step 1: Tell us about your
experience
·
Step 2: Request Management
Review
·
Step 3: Complaints Officer
Review
·
Step 4: External Resources
Step 1: Tell
us about your experience
Most of the
time concerns and issues can be resolved by speaking to a Teachers Life Member
Service Representative:
Telephone:
416 620-1140
Toll-free: 1
800 668-4229
Email: complaint@teacherslife.com.
At
Teachers Life we are happy to report that, on average, Member concerns are
resolved during the ordinary course of business and by our “front-line” teams
and Member Service Representatives. We will provide an initial acknowledgement
of your inquiry within 1 business day. Depending on the nature and complexity
of the issue, in general we are able to agree upon a
resolution within 10 business days or less.
Step
2: Request Management Review
If the first
path of action has not resolved the issue to your satisfaction your next step
is to contact a Department Manager specific to the nature of your concern. Each
Department has a Manager who can re-assess the situation, consult their team
members, and review the file and any actions or decisions that were taken.
To help
direct your concern, here is a list of our Departments:
·
Underwriting & Claims
·
Marketing & Sales
·
Business Administration
·
Accounting
·
IT
Step 3: Appeal to Our Complaints Officer
If your
problem remains unresolved we ask that you write to
the Teachers Life Complaints Officer for an independent review. The Teachers
Life Complaints Officer only reviews the issue after you have received a
response from the first two steps. Your letter should explain the problem and
why you believe the first two steps have not adequately resolved the issue to
your satisfaction. Teachers Life has appointed a Complaints
Officer/Ombudsperson as required by FSCO and the AMF to oversee Complaints.
Teachers Life
Complaints Officer
916 The East Mall
Toronto, Ontario
M9B 6K1
Telephone:
416 620-1140
Toll-free: 1
800 668-4229
Email: complaintsofficer@teacherslife.com
Step 4: Pursue an External Resource
After
following these steps for making a complaint, if you are dissatisfied the OmbudService for Life and Health Insurance (OLHI) is an
external resource available to you.
OmbudService for Life and Health
Insurance (OLHI)
401 Bay
Street, Suite 1507
P.O. Box 7
Toronto, Ontario
M5H 2Y2
Telephone:
416 777-9002
Toll-free: 1
888 295-8112
Website: www.olhi.ca