Our Total Customer Satisfaction Guarantee

Standard Life is committed to ensuring that the sales process is of the highest integrity and focused on your needs. To meet this challenge, we have put in place two important programs to safeguard your interests and to ensure that you are completely satisfied with the product you purchase -

• Total Customer Satisfaction Guarantee
• Code of Ethics

		This is all about Total Customer Satisfaction for your life insurance, savings or retirement policy

Total Customer Satisfaction Guarantee

As evidence of the trust we hold in our intermediaries, Standard Life is pleased to offer its Total Customer Satisfaction Guarantee¹. This program applies to all of Standard Life's individual products with the exception of mutual funds and structured settlements.

Standard Life will provide a refund, at any time during the 6 months following the date of issue, should a client be dissatisfied with the sales process - where one of the 8 principles of our Code of Ethics did not meet with their satisfaction. For life insurance, this Guarantee is over and above the normal 10-day cancellation right of consumers.

Total Customer Satisfaction Guarantee by Insurance Product ¹

• Protecta Critical Illness and Term 10/20 Renewable & Convertible Insurance - Refund of all premiums.
  
  
• Perspecta Universal Life Insurance - Refund equal to your Fund Value (less any applicable market value adjustments), PLUS the value of the Transit Account, PLUS the sum of all monthly deductions made to date, PLUS all premium tax deducted, PLUS any surrender charges paid.
  
  
• Whole Life Insurance - Refund of all premiums.

Code of Ethics

Standard Life is confident that our sales intermediaries are already operating at a high standard of ethics. To ensure that high standards are maintained, we have defined the standards we expect our intermediaries to adhere to -

• 1. Compliance with the Code, Laws, Rules, Regulations and Company Policies & Procedures - compliance with all federal and provincial laws and regulations and internal standards governing the sales process.
  
  
• 2. Avoiding Conflict of Interest - conducting their business affair in a manner that ensures that their private or personal interests do not conflict with the interests of clients, including conflicts that result in personal, financial or other gain.
  
  
• 3. Act Competently, Professionally and with Integrity - must deal fairly with their clients and Standard Life. Provide services, advice or information only where they are licensed and competent to do so.
  
  
• 4. Needs selling and continuous service - identifying the needs of the client before offering advice and providing continuous attention to these needs.
  
  
• 5. Disclosure - providing full and accurate disclosure of all facts required to allow the client to make an informed decision.
  
  
• 6. Priority of client's interest - giving priority at all times to the interests of the client when providing advice.
  
  
• 7. Confidentiality - holding the personal and business information of clients in the strictest confidence.
  
  
• 8. Documentation - providing clients with written copies of any advice given and retaining sufficient information in a client file to demonstrate the appropriateness of a sale.

¹ Refer to your contract for full details.