Claims
Submitting a disability or hospital claim?
Obtaining a claim form:
To manually submit your disability, hospital or other type of claim, please choose one of the convenient options below.
Telephone
Call us toll-free at
1 800 268-2835
Ontario
905 795-2300
Fax
Fax us to order a form.
905-795-2313
Postal adress
Write us at:
La Capitale Financial Security
7150 Derrycrest Drive
Mississauga, Ontario
L5W 0E5
Contact
your agent
Important tips for submitting a claim:
Policy number
Have your policy number handy when you call, and include all policy numbers on any correspondence you send to us. Ensure that we have been notified of any address change.
Signed,
completed report
To avoid delay, ensure your report is signed and fully completed.
Note that the Company does not reimburse the cost for completion of forms.
Claims
Department
Call the Claims Department via the toll free number (above) if you have not heard from us within 10 days of our receiving the claim. Forms are sent out within 24 hours of receiving your call. Do not delay in notifying the Company once your loss begins, even if it is continuing.
Prompt notice
of a claim
The policy requires that the Company receive prompt notice of a claim, and that forms are not delayed. Should it be necessary that you leave the form with your doctor's office, follow up to ensure that it has been forwarded to us.
In your request, please include full name, all policy numbers, address and phone number, and a description of your loss.
Issues and complaints
Client satisfaction is a priority for La Capitale Financial Security. We invite you to communicate the reason for your dissatisfaction so that we may better know the needs of our clientele and offer quality service.
STEP 1: Communicate the reason for your dissatisfaction to La Capitale Financial Security
Telephone your representative to communicate the reason you are dissatisfied with a product or a service. His or her contact information is found in the documentation that you received when you subscribed your policy. If you can't find the contact information, call our Customer Service department at 1 800 268-2835.
STEP 2: Review of your issue
If the explanations from your representative are not satisfactory, you can request that your issue be reviewed by contacting our Customer Service department, who will be happy to answer your questions. Contact us at 1 800 268-2835.
STEP 3: Filing a complaint
If, after having spoken with the Customer Service Department, the reason for your dissatisfaction is not resolved, you may fill out a complaint form and send it with all relevant documents to the appropriate department.
Your complaint will be handled by a Complaints Coordinator who will investigate and inform you in writing of his or her recommendations. The response letter will explain the decision made by La Capitale Financial Security with regard to your complaint.
STEP 4: Other options
In Quebec, the Autorité des marchés financiers is in charge of the regulatory oversight of insurance companies. Therefore, if you are not satisfied with the review of your complaint, you can request that your file be transferred to the Autorité des marchés financiers. You can reach the Autorité des marchés financiers toll free at 1 877 525-0337 or at 418 525-0337 in Quebec City.
Life and Health Insurance:
You may also contact the Ombudservice for Life and Health Insurance of Canada made available by the life and health insurance industry by calling toll free 1 888 295-8112 or 514 282-2088 in Montreal.
Contact us at: 1 800 268-2835
8:30 a.m. to 5:00 p.m. Monday to Friday
For general complaints please email:
complaints@lacapitale.com (Open in an email tools)
Accesssibility feedback and complaints please email:
accessibilitycommittee@lacapitale.com (Open in an email tools)
Submitting a disability or hospital claim?