The critical illness insurance was sold to me through a Group Investor's agent(the worst).
After not being happy about how my financial advisor was dealing with my files (try to leave numerous times ago and he told me i would lose everything if i parted ways with investors group. After talking to numerous brokers they told me it's a lie. He's only trying to keep his commissions) I called them to have the Investor Group agent removed from managing my account with Standard life (now Manulife). Called on february 7th for an inquiry( spend 1h12 minutes being transfered to different departments), CS agent told me to send an email to them saying that i want to make the change. February 14th (spend 1h42 minutes being transferred) i called since i didn't hear back from them, spoke to a CS agent and asked about the status of my file. She then told me that my request will never be done because it needs to be in writting and sent by fax or mail. 1 hour after this phone call i get an email saying that my request needs to be in writting! I then excalated the issue they called me back 1 week and a half later. Called again at the end of February, spend more time being transferred. The guy was nice and very helpful and processed my request as an exception. He then told me a third party broker will get in contact with me to introduce himself and answer all of my questions.
I get a call from Grant C. (who gave this guy a license? I'm going after him too!). The first thing he says is « yeah...uhm it's Grant C. and i will be taking care of your file. I gave him a brief resume about the situation and how i want things to work going forward. He told me no problem I'll send you an email. I get and email and the only it says is « here's my info». No introduction, no if you have questions i'll be able to assist....NOTHING. I called back Manulife and told them that this broker was talking to me like I was his buddy from high school. He said no problem i'll assign someone else. This Monday I get a phone call from the same broker saying «uhmmm yeah, uhhh it's Grant and i got your file. I answered him saying thank you but no thanks I asked for my file to be reassigned. He then took it personal and started talking over me and said «I didn't want to take care of you anyways, find yourself another broker and hang up on me!
Called the firm today to file a complaint, they told me I can't because he is self employed! The secretary was basically defended the firm (as expected) but also told me that I should appreciate the fact that he called me back!