Individuals claim process

1. Requesting Information

If you have any questions or need information on the policy, claims form, express life insurance claim files or claim follow-ups, please email customer service at [email protected] or call 1-800-565-4550.

Before calling us, be sure to have the following information with you:

  • Policy number
  • Insured person’s name (or name of the deceased) as well as the date and cause of death, if applicable
  • For disability or critical illness, the event and diagnosis dates
  • For a death, the contact information of the funeral home
  • The contact information of person to whom the forms must be sent (client, liquidator, advisor, beneficiary) and how to send them (mail or email).

After speaking with a customer service agent, you will be sent a letter detailing the information and forms to provide.

If you already have similar coverage with SSQ Insurance, please inform us.

2. Submitting Claims

You must complete the forms; to avoid delays, be sure all required documents are duly completed.

Once this is done, return everything by email to [email protected] or by mail.

Email is the most effective way to submit additional information for a claim that is being processed. You can also call 1-888-292-8483.

3. Processing Claims

Once the file is deemed complete, the settlement agent will analyze and process the claim.

Express Claims

In some cases, a beneficiary may be eligible for express phone settlement.

4. Claim Follow-ups

Call or email customer service at 1-800-565-4550 or [email protected]. Expect a response in 24 to 48 hours.

5. Claim Decision

In compliance with our Personal Information Protection Policy, SSQ Insurance will make you aware of the decision in writing.

6. Settlement

When a claim is approved, SSQ Insurance issues a payment.

Disability or Critical Illness

A cheque with a detailed benefit statement is sent to the insured.


The beneficiary can request the benefit to be paid in full or transferred, in whole or in part, to an SSQ Insurance investment vehicle.

7. Requesting a Review

If you are dissatisfied with the claim process, you can request a review. At this point, a specialist, supervisor or team leader will assess your case and contact you.

Find out more about the complaint handling process here.