I need my certificate or coverage details
Check online banking, mortgage closing records, renewal documents, email, and mailed correspondence. Then contact the lender or insurer that issued the coverage.
Review what the certificate should explainGet directed to the right next step for policy documents, mortgage life insurance claims, cancellation, complaints, lender changes, payment difficulty, or a new quote comparison.
For an existing policy or claim, contact the insurer or lender named in your certificate. This website can explain products and help with new quote comparisons, but it cannot access another company’s policy file, approve a claim, change beneficiaries, cancel coverage, or alter a mortgage.
Use the route below to avoid sending a claim to a broker, asking an informational site to cancel a bank product, or confusing mortgage default insurance with optional mortgage protection.
Check online banking, mortgage closing records, renewal documents, email, and mailed correspondence. Then contact the lender or insurer that issued the coverage.
Review what the certificate should explainContact the insurer shown on the certificate as soon as possible. Ask for the claim package, filing deadline, required evidence, waiting period, and claim reference number.
Read federal claim guidanceFollow the certificate’s cancellation instructions and request written confirmation. Confirm when premiums stop and whether replacement coverage is active before cancelling.
Review mortgage life insurance rightsAsk for the decision and reasons in writing. Follow the insurer’s internal complaint process and retain the final-position letter before seeking an external review.
Review the complaint processContact the mortgage lender immediately. Ask about tailored mortgage-relief options and check whether an existing disability, critical illness, or job-loss policy may support an eligible claim.
Review mortgage-relief optionsAsk whether existing lender-connected coverage ends, continues, or needs a new application. Compare replacement eligibility and cost before the old mortgage is discharged.
Review renewal and pricing questionsMortgage default insurance protects the lender. Start with the mortgage lender or broker handling the financing file, premium, portability, or insured-mortgage status.
Understand mortgage default insuranceSearch financial records and contact likely lenders or insurers. The OmbudService for Life and Health Insurance may help with locating an old or lost Canadian life insurance policy.
Visit OLHIPrepare the mortgage balance, province, borrower details, dependants, existing insurance, and the event you want to protect against before comparing quotes.
Request a new quoteInsurance certificates can contain claim deadlines, waiting periods, evidence requirements, and conditions that affect eligibility. Mortgage-payment problems can also become more difficult when the lender is contacted late.
The insurer’s certificate controls the actual procedure. These steps help you begin with the right contact and preserve a clear record.
Find the certificate, policy number, insured borrower, lender, and contact information for the claims department.
Contact the insurer by the method listed in the certificate and request the correct death, disability, illness, or job-loss package.
Ask about deadlines, waiting periods, medical or employment evidence, authorizations, signatures, and who must complete each form.
Keep complete copies and proof of delivery. Record the claim number and follow up if the insurer requests more information.
If approved, confirm the amount and payment method. If denied or delayed, request written reasons and complaint instructions.
The lender, insurer, or administrator named in the certificate controls policy servicing. A separate broker, comparison website, or mortgage professional may explain general concepts but normally cannot access or change a policy issued elsewhere.
Ask the issuer to confirm any change in writing and keep it with the original certificate. This is especially important after a refinance, lender switch, mortgage increase, separation, name change, or payment-account change.
Confirm whether it is mortgage life, disability, critical illness, job-loss, personal life, or mortgage default insurance.
Use the certificate—not a search result—to identify the insurer, administrator, lender, phone number, website, and mailing address.
Request confirmation of cancellation, premium changes, coverage status, claim submission, beneficiary information, or any other service request.
Age, health, smoking status, underwriting, and lender changes can affect replacement eligibility and cost.
The fastest support path depends on whether the issue concerns the insurance contract, mortgage account, new quote, default-insurance file, or complaint.
| Your issue | First contact | What to prepare | What to request |
|---|---|---|---|
| Existing mortgage life or credit-insurance policy | Insurer or administrator named in the certificate; lender if it administers the product. | Certificate or policy number, mortgage account, insured borrower, contact details. | Current coverage, premium, benefit, exclusions, cancellation, claim, or service instructions. |
| Death, disability, critical illness, or job-loss claim | Claims department of the insurer listed in the certificate. | Claim number if opened, event date, required forms, supporting evidence, authorization. | Deadline, waiting period, missing documents, decision timeline, and written outcome. |
| Mortgage payment difficulty | Mortgage lender or servicer immediately. | Mortgage number, income change, budget, arrears status, upcoming payment and renewal date. | Available relief measures, cost implications, written agreement, and effects on amortization. |
| CMHC, Sagen, or Canada Guaranty file | Mortgage lender or mortgage professional handling the insured application. | Mortgage commitment, property details, down payment, insurer and premium information. | Insured status, premium, portability, premium credit, conditions, or lender submission details. |
| New or replacement mortgage protection | Quote provider or licensed insurance professional for the proposed coverage. | Mortgage balance, province, ages, smoking status, dependants, debts and existing insurance. | Written quote, policy structure, underwriting, exclusions, beneficiary and portability details. |
| Complaint about a policy, premium, or claim | Insurer, lender, agent, or broker through its internal complaint process. | Policy number, timeline, names, records, disputed decision and requested resolution. | Complaint reference, process steps, response deadline and final-position letter. |
Only submit documents requested through the insurer’s or lender’s secure process. Keep your own complete copy of everything sent.
Insurer name, certificate number, insured people, start date, coverage, exclusions, claim and cancellation instructions.
Lender, mortgage number, current balance, renewal date, payment frequency, refinance or discharge documents.
Only what the insurer requests, such as forms, death certificate, medical information, employment records, or authorizations.
Dates, employee names, departments, reference numbers, promises, deadlines, and copies of written responses.
Bank statements, mortgage statements, invoices, rate changes, refunds, disputed charges, and cancellation date.
A short chronology, the issue, the decision you dispute, supporting documents, and the resolution requested.
Income, essential expenses, other debts, arrears, upcoming payments, and realistic short-term payment capacity.
Existing and proposed premium, benefit, beneficiary, exclusions, underwriting, term, waiting periods and effective dates.
Your first contact is usually the issuer or lender, but the financial impact and complaint route may also depend on the province, property type, and institution involved.
GTA and Ontario borrowers facing high payments should contact the lender early and document condo fees, property taxes, childcare, commuting, and other essential costs when discussing relief.
Review Ontario guidanceMetro Vancouver, Fraser Valley, Victoria, and Interior households may need to show strata fees, special assessments, commuting, and high mortgage carrying costs when explaining financial pressure.
Review British Columbia guidanceCalgary, Edmonton, Red Deer, and smaller communities may involve sector-sensitive income, contract work, vehicles, utilities, and detached-home costs that affect claim or relief discussions.
Review Alberta guidanceQuebec residents may use provincial complaint and regulatory channels, including the Autorité des marchés financiers, after following the insurer’s process where applicable.
Review AMF assistanceLimited branch access, seasonal work, travel, internet reliability, fuel, private roads, wells, septic systems, and heating can affect both document collection and the household budget.
Review the broader financial gapInsurance regulation is shared across Canada. The correct regulator depends on the province or territory and the type of institution or complaint.
Find complaint guidanceComplaints about a policy, premium, agent, broker, or claim should normally begin with the company involved. External review bodies generally expect you to complete the internal process first.
Collect the policy number, facts, dates, employee names, documents, decision, and the specific resolution you want.
Submit the complaint through the insurer, lender, agent, or broker’s formal complaint channel and keep the reference number.
Ask for a letter that clearly states the company’s final position and the external options available.
For eligible life and health insurance complaints, OLHI offers free, independent and impartial review. Provincial routes may also apply.
Use these guides for education and new comparisons. Contact the existing issuer for active-policy servicing and claims.
Understand lender-connected death protection, beneficiary structure, declining benefits, and lender changes.
Open the mortgage life guideUnderstand lender protection, insured mortgages, premiums, down-payment context, and portability questions.
Open the mortgage insurance guideReview age, balance, coverage, underwriting, renewal, portability, and total-cost considerations.
Open the pricing guideRead direct answers about claims, cancellation, beneficiaries, refinancing, lender switches, and policy documents.
Open the FAQ hubReview waiting periods, disability definitions, monthly limits, benefit duration, and claim evidence.
Open the disability guideUnderstand covered conditions, survival periods, exclusions, maximum benefits, and claim requirements.
Open the critical illness guideReview employment eligibility, waiting periods, temporary benefits, exclusions, and self-employment limits.
Open the job-loss guideCompare benefit control, beneficiary choice, underwriting, portability, coverage amount, and renewal pricing.
Compare the optionsProduct terms, claims, cancellation, underwriting, service channels, complaint processes, and mortgage-relief options vary. Confirm current instructions with the organization that issued or services the policy or mortgage.
This page helps borrowers find the correct path. It does not replace a claim submission, complaint, legal notice, mortgage-relief request, or policy-service instruction.
Direct answers for policyholders, claimants, homeowners, refinancers, and borrowers trying to find the correct contact.
Contact the insurer, administrator, or lender named in the certificate of insurance. Have the certificate or policy number, mortgage account, insured borrower, and contact information ready.
No. This website provides educational information and new quote guidance. It cannot access another company’s policy records, submit a formal claim, change coverage, update beneficiaries, stop premiums, or cancel an existing policy.
Find the insurance certificate and contact the claims department listed in it as soon as possible. Ask for the correct claim package, filing deadline, waiting period, evidence requirements, and a claim reference number.
Requirements depend on the claim. The insurer may request completed forms, identity and policy information, a death certificate, medical records or authorizations, employment evidence, proof of disability, or other documents listed in the certificate.
Ask for the decision and reasons in writing. Review the certificate, submit any missing information, use the insurer’s internal complaint process, and request its final-position letter. Eligible life and health insurance complaints may then be reviewed by OLHI.
Optional mortgage insurance can generally be cancelled by following the certificate’s instructions. Contact the issuer, request written confirmation, verify when charges stop, and make sure any replacement coverage is active before cancelling.
Lender-connected coverage may end when the existing mortgage is discharged or may require a new application. Confirm the termination date, replacement eligibility, new premium, age limits, underwriting, and possible gap before the transaction closes.
Contact the mortgage lender or servicer as soon as possible. Ask about mortgage-relief measures appropriate to your situation. Also check whether existing disability, critical illness, or job-loss insurance may support an eligible claim.
Start with the mortgage lender or mortgage professional handling the insured financing. Mortgage default insurance protects the lender and is managed as part of the mortgage file rather than as a personal life-insurance policy.
Follow the company’s internal complaint process first. Keep a written chronology and request its final decision. If the issue remains unresolved, an external ombudservice or provincial or territorial regulator may be available depending on the product and location.
For a new quote—not service on an existing policy—share the mortgage situation, province, timeline, borrowers, dependants, existing coverage, and the risk you want to protect against.
Do not use the quote form to report an existing claim, request urgent mortgage relief, cancel a policy, or send sensitive medical documents. Contact the current insurer or lender through its official service channel.
