Canadian Premier Life Insurance Company / Legacy General Insurance Company
reviews and complaints

Certificate/Policy number: 44L4218654 and 46AT8K7718

I have had these policies for 15 years+ and experienced no problems until now.

On September 10, 2019, I called the customer service number and changed my name on my policies and gave the new credit card information. Billing continued without any issue until September 2020. Suddenly I receive two (2) letters indicating the monthly premiums were not successfully charged to the credit card.

I called my credit card company and was advised Canadian Premier had submitted their invoice showing an expired credit card date. The last eleven (11) months of premiums had gone through without any problem as the correct information had been submitted.

I called Canadian Premier, and after 1 hour and 33 minutes, I was finally able to speak to a customer service representative who remained nameless throughout the entire conversation. He did not listen to what I was saying and ultimately called my credit card company a liar.

In addition to this, he tried to tell me I had not called in since May 2018 even though I had repeatedly told him I had called in on September 10, 2019. Then he intimated that I was lying.

Also, the letters came to me in the wrong name. Apparently Canadian Premier had no longer wished to continue using my current name and somehow that was my fault also.

To be extremely clear, I had called in on September 10, 2019, to change my name away from my lying, cheating, wife-beating, ex-husband. I changed my name everywhere that I conduct business. AND, I made sure the beneficiaries were no longer showing my ex-husband. I'm now concerned that information has morphed itself back to his name. That would be very wrong!

When it became clear the customer service representative was NOT listening to what I was very clearing stating, I asked to speak with someone else. He immediately put me back into the queue and now it has been another hour and 40 minutes with no one answering my call. It may be because the office is apparently now closed (according to the website). It would be nice if the automated assistant indicated the office was now closed.

Please contact me to have this quickly and efficiently corrected. I want my name corrected on the policy to my legal name; I want the billing to continue as it had in the past eleven (11) months using the correct expiry date without any financial penalty to me due to Canadian Premier's clerical error; and, I want to confirm the change in beneficiary (away from my ex-husband).

I await your call.

Thank you very much.

As there were so many dates of such occurrences, I will skip them for now, but they are available upon request. Now, since I am looking for people from specifically around Toronto who had experienced same problems to start a class action suite, I would like to state, that I have PDF files recording all CPLI ( from now on ), Hard paper copies, and MP3 recording of all conversations I had a huge misfortune to have with them.
To the point.
CPLI gets payed for their services every time your CIBC Visa charges you its monthly payemnts, so CPLI fee is there as well. But when you get laid off and even after they approve your claim and making your monthly payments for you, they work VERY hard to not to. To explain: I was told repeatedly to send my monthly report form to an E-Mail which does not exist ( have a proof of that address given to me by them on phone and a copy of a mail bounceback ). Faxing to them will result of them not doing anything neither, and claiming that they did not receive it. Every month, i kid you not. Given first two sour scenarios, I never even tried to mail it to them, because this would be "lost" even easier. Last steam which blew my lid off is when I called them upon them being late, aga, of course, was told they never received it, resent it t othem and when called a day after to confirm that they got it this time, they told me they got it long ago ( first attempt, I suppose ) and already issued payment. Obviously, one of those statements is a lie. Honestly, I think they never lose anything, but keeping back hoping you wouldn't be persistent enough with them so they can skip the payment. On the top of it, their staff will NEVER give you an employee number, so there would be virtually noone to blame or even have a proof that you called them, unless you record them yourself. All sounds like a complaint toward bad customer service, but... it is a fraud. Them stalling your payments all the time results in you getting late payment charges all the time, therefore, deliberate holding back turns into a theft. Wouldn't be surprised if they even have an undertable agreement with CIBC Visa to intentionally be late that Visa can charge you late payments guaranteed, who knows.
Never use CIBC Visa Payment Protection Plan.
If you had similar experiences, and have proof of those wrongdoings, please do not hesitate to contact me via E-Mail, so we can collect those evidences together.
Sincerely, Ilya Makaroff

P.S. This is registered under Health and Life Insurance since CPLI is one, and Visa Payment Protection Plan is their side product.