Fair Treatment of Customers

Canada Life’s policy

Our customers are at the core of our business and at the forefront of our strategy and service.

Canada Life is committed to dealing with our customers honestly and fairly. This is embedded in our culture, our values and our Code of Business Conduct.

Our vision is to help build better futures and be a world class financial services provider. Putting customers at the heart of everything we do and working in line with our values of people, excellence, integrity and together.

In order to achieve our vision we:

Provide products and services suitable for our target market.

This means developing products or services that are suitable for our customers.

Ensure that the products we offer cater for the needs of our customers.

This means understanding our customers’ needs. If relevant, and where appropriate, we will consult with customers and distributors. We will also analyse complaints and other feedback from customers. Our products will be reviewed regularly to ensure they continue to meet the needs of our customers.

Give our customers clear and sufficient information to make an informed decision and ensure that costs are transparent.

This means making sure that the information we give to our customers about their product options and features is clear and fair and given at an appropriate time. We will use plain English or explain jargon where we cannot avoid using it. If there is a risk that our customer might be adversely affected by a particular course of action because of their particular needs and circumstances, we will encourage that customer to seek advice on the best course of action to take before making any decisions.

Provide regular and clear information about a customer’s policy after the point of sale.

This means we will continue to contact customers at appropriate times. We will draw a customer’s attention to any rights and options that could benefit them under their contract with us and will encourage them to seek advice. We will make sure that they understand what will happen if they do or do not take action.

Deliver the standard of service our customers have been promised.

This means we will provide a reliable and accurate service which meets the needs of our customers. We will ensure that all of our staff are trained so they are competent in carrying out their role.

Handle claims fairly and accurately in a timely manner.

This means we will assess customer claims fairly and process them accurately within reasonable timescales.

Identify and respond to customer vulnerability*

This means ensuring we are able to identify vulnerable customers and respond appropriately taking account of their individual needs and circumstances.

Address any concerns or complaints customers have sympathetically taking into account their individual needs and issues.

This means we will deal with customer queries, requests and/or complaints in a professional and courteous manner, within reasonable timescales. We will tell customers what our timescales are and let them know if these change.

One of the ways that we know we are achieving our aims and objectives on the fair treatment of customers is from customer feedback, whether good or bad.

To send us your feedback, please phone 0345 606 0708

Canada Life has a complaints handling procedure. This can be viewed by clicking here or please telephone 0345 606 0708 for a copy to be sent to you in the post.

* A vulnerable customer is someone who, due to their personal circumstances (e.g. poor hearing or sight, physical disability, mental incapacity, financial hardship, bereavement etc.), is especially susceptible to detriment

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Canada Life Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority.

Canada Life International Limited and CLI Institutional Limited are Isle of Man registered companies authorised and regulated by the Isle of Man Financial Services Authority.

Canada Life International Assurance (Ireland) DAC is authorised and regulated by the Central Bank of Ireland.

Stonehaven UK Limited and MGM Advantage Life Limited, trading as Canada Life, are subsidiaries of The Canada Life Group (U.K.) Limited. Stonehaven UK Ltd is authorised and regulated by the Financial Conduct Authority. MGM Advantage Life Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority.