Consumer Complaints and Resolution

At Blue Cross Life®, customer satisfaction is important, and it is our commitment to respond to complaints promptly, accurately and respectfully. We strive to provide a transparent approach to address concerns and complaints and will employ our best efforts to respond and resolve where possible. All complaints and personal information collected, whether written or oral, will be handled in a timely, professional and confidential manner. We want to make sure that concerns about our products, services, or representatives are handled fairly and efficiently.
Blue Cross Life offers different product lines, and the complaints process that applies to you may depend on how you purchased or access your coverage. Select the option that best matches your situation. If more than one product line applies to you, please review each applicable policy.

Individual Insurance

For customers who have purchased or applied for an individual insurance product directly from Blue Cross Life, including term life insurance or critical illness insurance.

Voluntary Benefits

For customers who access coverage through a voluntary benefits program, employer, sponsor, or related group offering.

Individual Insurance Complaints Process

First, please discuss your concern with us. Many issues can be resolved by simply speaking with a customer service representative.

If your complaint involves a suspected privacy breach, please contact our Chief Privacy Officer.

  • Chief Privacy Officer
    Blue Cross Life
    644 Main Street
    PO Box 220
    Moncton, New Brunswick, E1C 8L3
    Email: privacy@bluecrosslife.ca

If your concern isn’t resolved to your satisfaction, please request for a manager or supervisor to review your file.

If you remain dissatisfied with the response, you can file a written complaint with Blue Cross Life’s Complaint Officer. Please include details of how your concern was dealt with in steps 1 and 2 and why you disagree with the outcome.

What you can expect:

Upon receipt of an escalated written complaint, your concerns will be acknowledged in writing by the Blue Cross Life Complaint Officer and an investigation into your concerns will begin.

The Complaint Investigation:

During our investigation we may:

  • Contact you to clarify information you have already provided
  • Contact you to request additional information in writing
  • Share your complaint and supporting documentation with relevant internal parties related to the initial concern and subsequent interactions
  • Request additional information from other parties involved
  • Provide you with updates throughout the complaint handling process
  • Advise you of our decision and any action we will be taking

Our response to you:

Once the investigation has been completed, you will receive a written response explaining the reasons for the decision. This is called a Final Position Letter.

If you continue to remain dissatisfied after following our complaint resolution process and wish to pursue your complaint, external recourse is available to you through various consumer organizations:

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The OmbudService for Life & Health Insurance (OLHI) offers a free, fast, independent & impartial dispute resolution service for Canadians. OLHI deals with concerns about life and health insurance products and services that have not been resolved through the company’s dispute resolution process. OLHI may take on your case if, after receiving our final response, you would like to pursue the matter further, or if you have not received our final response in 90 days.

OmbudService for Life & Health Insurance
2 Bloor Street West, Suite 700
Toronto, Ontario, M4W 3E2
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Toll-free Canada: +1 (888) 295-8112
Toll-free Québec: +1 (866) 582-2088
Website: www.olhi.ca

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‍In Québec, the regulation of life insurance companies is administered by the Autorité des marchés Financiers (AMF). If you remain dissatisfied with how your complaint has been handled or with the results of the process, you may ask that your file be transferred to the AMF. Following the transfer, the AMF will examine the file and, if deemed appropriate, may offer dispute resolution services.

Autorité des marchés Financiers
Place de la Cité, tour PwC
2640, boulevard Laurier, bureau 400
Québec (Québec) G1V 5C1
+1 (418) 525-0337

800, rue du Square-Victoria
Bureau 2200
Montréal (Québec) H3C 0B4
+1 (514) 395-0337

Toll-free: +1 (877) 525-0337
Website: www.lautorite.qc.ca


Financial Consumer Agency of Canada (FCAC)
The Financial Consumer Agency of Canada supervises all federally regulated financial institutions, which includes federally regulated insurance companies, for compliance with federal consumer protection laws, including the requirements to have a complaint-handling process in place.
‍
The FCAC does not resolve individual complaints. If you have a problem with a financial product or service, you may file a complaint with Blue Cross Life Insurance Company of Canada. If you are not satisfied with how your complaint has been handled, you can escalate the complaint to the following third-party complaints bodies: The OmbudService for Life & Health Insurance (OLHI) or in Quebec, the Autorité des marchés Financiers (AMF).
‍
If you want to know your rights or need information about Blue Cross Life’s complaint-handling process, you may contact the FCAC by online form, mail, or telephone. The FCAC uses information from consumer enquires to support its mandate.

Financial Consumer Agency of Canada
427 Laurier Avenue West, 5th floor
Ottawa, Ontario, K1R 1B9
Website: www.fcac-acfc.gc.ca

For services in English: +1 (866) 461-FCAC (3222)
For services in French: +1 (866) 461-ACFC (2232)
For calls from outside of Canada: 613-960-4666
Teletypewriter (TTY): +1 (866) 914-6097 / 613-947-7771

Video Relay Service: FCAC welcomes Video Relay Services (VRS) calls. You do not need to authorize the relay service operator to communicate with the FCAC.


Voluntary Insurance Complaints Process

At Blue Cross Life®, customer satisfaction is important, and it is our commitment to respond to complaints promptly, accurately and respectfully. We strive to provide a transparent approach to address concerns and complaints and will employ our best efforts to respond and resolve where possible.

All complaints and personal information collected, whether written or oral, will be handled in a timely, professional and confidential manner. We want to make sure that concerns about our products, services or representatives, including products and services distribute through our websites, are handled fairly and efficiently. If your concern is related to your privacy or the protection of your personal information, please contact our Chief Privacy Officer.

‍

Chief Privacy Officer
Blue Cross Life
644 Main Street
PO Box 220
Moncton, New Brunswick, E1C 8L3
Email: privacy@bluecrosslife.ca

‍

If you to submit a formal complaint, you may contact Blue Cross Life’s Chief Complaint Officer using the information below. We are committed to reviewing complaints fairly, objectively, and in a timely manner. If you need assistance filing your complaint, please let us know and we will help you.

‍

Chief Complaint Officer
Blue Cross Life
644 Main Street
PO Box 220
Moncton, New Brunswick, E1C 8L3
E-mail: BCLCompliance@bluecrosslife.ca

Upon receipt of a formal complaint, your concerns will be acknowledged in writing by the Blue Cross Life Complaint Officer and an investigation into your concerns will begin.

During our investigation we may:

  • Contact you to clarify information you have already provided
  • Contact you to request additional information in writing
  • Share your complaint and supporting documentation with relevant internal parties related to the initial concern and subsequent interactions
  • Request additional information from other parties involved
  • Provide you with updates throughout the complaint handling process
  • Advise you of our decision and any action we will be taking

We aim to resolve complaints as quickly as possible. Some complaints may be resolved through a simplified process if they are resolved to your satisfaction within 20 days. If a complaint requires further review, once the investigation has been completed, you will receive a written response explaining the reasons for the decision. This is called a Final Position Letter.

Unless exceptional circumstances apply, we will provide the Final Position Letter within 60 days after we receive your complaint. If exceptional circumstances apply, we will tell you in writing and provide the Final Position Letter no later than 90 days after we receive your complaint.

If you continue to remain dissatisfied after following our complaint resolution process and wish to pursue your complaint, external recourse is available to you through various consumer organizations:

The OmbudService for Life & Health Insurance (OLHI) offers a free, fast, independent and impartial dispute resolution service for Canadians. OLHI deals with concerns about life and health insurance products and services that have not been resolved through the company’s dispute resolution process. OLHI may take on your case if, after receiving our final response, you would like to pursue the matter further, or if you have not received our final response within 90 days.

‍

OmbudService for Life & Health Insurance
2 Bloor Street West, Suite 700
Toronto, Ontario, M4W 3E2
Toll-free Canada: +1 (888) 295-8112
Toll-free Québec: +1 (866) 582-2088
Website: www.olhi.ca

‍

In Québec, the regulation of life insurance companies is administered by the Autorité des marchés financiers (AMF). If you remain dissatisfied with how your complaint has been handled or with the results of the process, you may ask that your file be transferred to the AMF. If you ask us to transfer your complaint file to the AMF, we will do so within the time required by applicable law. Following the transfer, the AMF will examine the file and, if deemed appropriate, may offer dispute resolution services.

‍

Autorité des marchés Financiers
Place de la Cité, tour PwC
2640, boulevard Laurier, bureau 400
Québec (Québec) G1V 5C1
+1 (418) 525-0337

‍
800, rue du Square-Victoria
Bureau 2200
Montréal (Québec) H3C 0B4
+1 (514) 395-0337
Toll-free: +1 (877) 525 0337
Website: www.lautorite.qc.ca

‍

Financial Consumer Agency of Canada (FCAC)

The Financial Consumer Agency of Canada supervises all federally regulated financial institutions, which includes federally regulated insurance companies, for compliance with federal consumer protection laws, including the requirements to have a complaint-handling process in place. FCAC does not resolve individual complaints.

If you have a problem with a financial product or service, you may file a complaint with Blue Cross Life Insurance Company of Canada. If you are not satisfied with how your complaint has been handled, you can escalate the complaint to the following third-party complaints bodies:

The OmbudService for Life & Health Insurance (OLHI) or in Quebec, the Autorité des marchés Financiers (AMF).

If you want to know your rights or need information about Blue Cross Life’s complaint-handling process, you may contact FCAC by online form, mail, or telephone. FCAC uses information from consumer enquires to support its mandate.

‍

Website: www.fcac-acfc.gc.ca

Online form: https://www.canada.ca/en/financial-consumer-agency/corporate/contact-us.html

Phone:

For services in English: 1-866-461-FCAC (3222)
For services in French: 1-866-ACFC-(2232)
For calls from outside of Canada: 613-960-4666
Teletypewriter (TTY): 1-866-914-6097 / 613-947-7771

‍

Video Relay Service: FCAC welcomes Video Relay Services (VRS) calls. You do not need to authorize the relay service operator to communicate with FCAC.

Visit https://srvcanadavrs.ca/en/ to learn more.

Mailing address: Financial Consumer Agency of Canada 427 Laurier Avenue West, 5th Floor, Ottawa ON K1R 7Y2

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Welcome to Blue Cross Life, we're excited to have you with us! Effective July 2, 2026, Blue Cross Life Insurance Company of Canada assumed responsibility for the voluntary benefits business previously underwritten by Allstate Insurance Company of Canada.

We're proud to continue supporting your voluntary benefits coverage. Customers can continue to access their benefits and services as usual. No action is required.

PolicyMe Corp. is compensated through an administration and technology fee for each policy sold.

As one of Canada’s leading life insurers, Blue Cross Life takes great pride in being the most trusted brand by Canadian consumers, offering exceptional coverage tailored to protect them and their families.
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® Registered trademark of the Canadian Association of Blue Cross Plans, an association of independent Blue Cross Plans and Licensees. Used under license by Blue Cross Life Insurance Company of Canada, an independent licensee of the Canadian Association of Blue Cross Plans.

Individual Term Life and Critical Illness Insurance products are underwritten by Blue Cross Life and distributed by PolicyMe Corp.

Voluntary Benefits are underwritten by Blue Cross Life.