ivari Customer Handling Process

Our commitment to you:

We are committed to the efficient and fair resolution of complaints.

We value your business and want to ensure that you receive the highest standard of customer service.

What to do when you have a complaint – our customer complaint handling process

At ivari, our core values of respect, quality, transparency, and trust guide everything we do, including handling your complaint in a timely and courteous manner. As our valued customer, If you have a complaint about an ivari product or service you have received, please follow the steps noted below.

It is a good practice to raise your complaint as soon as the issue occurs. Usually, the person you first deal with can resolve your issue. If you do not notice the issue right away, you can get in touch with us at any time to voice your concern.

Step 1: Let us know

If you have a complaint, please speak with your Advisor or an ivari Customer Service Associate. If required your complaint may be escalated to a manager for review.

Your Advisor’s contact information is available on your statements and notices.

To contact an ivari Customer Service Associate, please use the following:

Phone: 1-800-846-5970, Monday to Friday between 8:00 a.m. and 7:00 p.m. ET
Email: conversation@ivari.ca

Step 2: If your complaint remains unresolved

If you are not satisfied with the decision provided, let your Advisor or Customer Service Associate know. All relevant details will then be communicated to ivari Management for further consideration.

Step 3: ivari Ombuds Office

If your concern remains unresolved to your satisfaction, you may write to ivari’s Ombuds Office. The Ombuds Office is independent from ivari’s operational management and will perform a separate review of your complaint. You may provide your complaint by email to the Ombuds Office at:

Email: ombudsoffice@ivari.ca

Step 4: Seek External Recourse

If your complaint has not been resolved to your satisfaction, you may pursue this matter with any of the following external resources.

OmbudService for Life & Health Insurance (OLHI)

OmbudService for Life & Health Insurance
Address: 20 Adelaide Street East, Suite 802, PO Box 29, Toronto, Ontario M5C 2T6
Attention: General Manager
Phone: 416-777-9002; Toll free: 1-888-295-8112; Bell Relay Service (Hearing Impaired): 1-800-855-0511
Web: www.olhi.ca

Ombudsman des assurances de personnes
Address: 2001, boul. Robert Bourassa, 17e étage, Montréal (Québec) H3A 2A6
Attention: À l’attention de la Directrice générale
Phone : 514-282-2088; Toll free: 1-866-582-2088 ; Bell Relay Service (Hearing Impaired): 1-800-855-0511
Web: www.oapcanada.ca

Financial Consumer Agency of Canada (FCAC), for Federal consumer provision complaints

Financial Consumer Agency of Canada
Address: Enterprise Building, 427 Laurier Ave. West, 6th Floor, Ottawa, Ontario K1R 1B9
Toll-free English: 1-866-461-3222 , Toll-free French 1-866-461-2232
Web: www.fcac.gc.ca

Autorité des marchés financiers (AMF), for Quebec residents

Autorité des marchés financiers
Address: Place de la Cité, tour Cominar, 2640, boulevard Laurier, bureau 400, Québec (Québec) G1V 5C1
Phone: 418-525-0337
Fax: 418-525-9512
Web: www.lautorite.qc.ca

Autorité des marchés financiers
Address: 800, square Victoria, 22e étage, C.P. 246, tour de la Bourse, Montréal (Québec) H4Z 1G3
Phone: 514-395-0337; Toll free: 1-877-525-0337
Fax: 514-873-3090
Web: www.lautorite.qc.ca

Financial and Consumer Affairs Authority, for Saskatchewan residents

Superintendent of Insurance, Insurance and Real Estate Division
Financial and Consumer Affairs Authority
Suite 601, 1919 Saskatchewan Drive, Regina, Saskatchewan S4P 4H2
Phone: 306-787-6700
Fax: 306-787-9006
Email: fid@gov.sk.ca
Web: https://fcaa.gov.sk.ca/