Your satisfaction is at the heart of our priorities
If you are not satisfied with the service you have received, it is important for us to be notified in order to constantly improve our customer service. Serving you well for your insurance needs is our priority. Here are the steps you can use to resolve a problem.
Step 1 : Communicate with your appointed broker
Most situations can be resolved by your broker. He is at your disposal to satisfy your needs.
Step 2 : Communicate with management
If you are not satisfied with your appointed broker, you can contact management. In many cases, a member of management with a different perspective will be able to assist you.
STEP 3 : Contact the complaint and dispute resolution manager
If steps 1 and 2 did not correct the situation, you can express your dissatisfaction verbally or in writing to our complaint and dispute resolution manager. They will conduct a careful examination of your complaint.
Pierre Chamberland
1570, boul. De Montarville, suite B
Boucherville (Québec) J4B 5Y3
Téléphone : (450) 655-6023
Sans frais : 1 800 939-7757
Télécopieur : (450) 641-3860
Include the following:
- Your personal contact information and insurance policy number
- A description of the harm you believe you are suffering or suffered
What you are reproaching our firm for - The corrective measures you are requesting
We will send you an acknowledgement of receipt within 5 days of receiving your letter.
The complaint and dispute resolution manager will analyze your complaint and give you an answer at the latest 30 days after receiving all the information needed.
Step 4 : Request that your complaint be transferred to the Autorité des marchés financiers
The distribution of financial products in Quebec is governed by the Autorité des marchés financiers (AMF). If you are not satisfied with the examination of your complaint or the decision rendered by our complaint and dispute resolution manager, you can request that it be transferred to the Autorité des marchés financiers for analysis.
In Québec City
Place de la Cité, Cominar Tower
2640 Laurier Blvd., Suite 400
Québec City, Quebec G1V 5C1
Tel.: 418-525-0337
Fax: 418-525-9512
In Montréal
800 Square Victoria St.
P.O. box 246, Place Victoria
Montréal, Quebec H4Z 1G3
Tel.: 514-395-0337
Fax: 514-873-3090
Toll-free: 1-877-525-0337
AMF’s website:
https://lautorite.qc.ca/en/general-public/assistance-and-complaints/
