Customer Service

Have questions? We're here to help.

Questions about your coverage

I want to apply for coverage, am I eligible?

Please check the specific eligibility wording on each product page to determine if you are eligible to apply.

I already have coverage. Am I still eligible to continue coverage? 

Member Eligibility Definitions

If you were an eligible Member at time of application, you continue to be eligible for coverage until the end of the policy year that your coverage terminates due to age. Please refer to each product page to determine the termination age for the product.

Spouse Eligibility Definition

SPOUSE: a legal or common-law spouse of the Member.

  • Legal spouse is a person who is legally married to and cohabiting with the Member, and with whom there is no formal or informal agreement of separation in effect.
  • Common-law spouse is a person who has been cohabiting in a marriage-like relationship with the Member for a period of at least 12 consecutive months.


Dependent Child Eligibility Definition

Dependent Child: any natural child, step-child or legally adopted child of the member who is:

  • under 21 years of age, unmarried and in receipt of full support and maintenance from the member; or
  • over 21 years but under 25 years of age, unmarried and in receipt of full support and maintenance from the member for reason of full-time attendance at a recognized school, college or university.

For Dependent Term Life Only - Mentally and physically disabled children insured prior to age 21 may remain covered beyond 21 years of age provided they are incapable of self-sustaining employment and in receipt of full support and maintenance from the Member.



Product Specific Common Questions


If you require a form, please go to our dedicated forms section.

Other Inquiries

Our Client Service Specialists can help you with any other inquiries you may have:

Client Service line:
(Available Mon-Fri 6:30am to 4:30pm Pacific Time)
Toll-free: 1 (800) 266-5667
Local: 604.737.3802

Client Service Email:

Wish to file a complaint? Please see our formal complaint procedures page.

Making a claim

We want your claims process to be as hassle-free as possible. If you need to file a claim, please call our toll-free Client Service line. A Claims Specialist will walk you through the necessary steps.

Contact us

(Office hours: 6:30am to 4:30pm Pacific Time)

1 (800) 266-5667

Address: Map
Special Markets Solutions
Industrial Alliance Insurance and Financial Services Inc.
400 - 988 Broadway W.
PO Box 5900
Vancouver BC, V6B 5H6

Questions? We're here to help.
Call 1 (800) 266-5667 or email