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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