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/