We see to it that complaints are promptly addressed and processed as soon as possible.
2. What is a complaint?
A complaint is a communication that:
Expresses dissatisfaction or a reproach with a service or product we offer.
Is communicated by anyone who deals with us for insurance or financial services.
Expresses an expectation, explicit or implicit, that action be taken to remedy or to respond to the situation.
3. How to file a complaint
You can file a complaint with us using the method that is most convenient for you. You can also fill out the AMF’s (Autorité des marchés financiers) online form (This hyperlink will open in a new tab).. We can even help you file your complaint.
Our offices are open from Monday to Friday, 9:00 a.m. to 4:00 p.m.
Questions? Contact us for information on how complaints are processed.
4. The complaint handling process steps
Some complaints qualify for simplified processing, which is when we try to find a solution to the situation. When your complaint cannot be resolved using simplified processing or the nature of the complaint is complex, it will be processed as follows.
Step 1: We confirm receipt of your complaint
We will send an acknowledgement of receipt within 10 days of the complaint being filed.
Step 2: We analyze the complaint
We make sure to fully understand your complaint and expectations. We might have to contact you to request additional information.
Step 3: We send a final position letter
We will send you a final response letter within 60 days. In this letter, we explain how your complaint was processed and, if necessary, solutions to resolve it.
Contact us if you have questions or comments on our response.
Extending the time required to handle your complaint
In some cases, your complaint may take longer to review or be more complex than expected to process, and an additional 30 days may be required to properly analyze it. We will notify you in writing, specifying the reasons for the additional delay.
Step 4: Evaluation of the offer and resolution
Take the time to read over our response or evaluate the offer that was made to you. We will give you enough time to decide whether to accept our offer, or reject it, and make a counteroffer. During this period, you should be able to seek the advice you need to make an informed decision.
Once we agree on a resolution, we have 30 days to implement it, unless we agree to a different time period.
Step 5: Examination by the AMF
For each complaint, we open a file in which we store all the information or documents that are useful for its processing.
You may contact us to request that your complaint be reviewed by the AMF at any time if you are dissatisfied with how it was handled or with the response provided. We are required to forward your complaint to the AMF within 15 days following your request.
5. The simplified handling of certain complaints
Some complaints qualify for simplified processing. This is the case for complaints where we can offer a satisfactory resolution within 20 days.
We consider a complaint to be resolved to your satisfaction when you accept the solution that was proposed or when you deem the explanations provided to be satisfactory.
As part of the process, complaints may be handled in a phone call from a member of our customer service team, for example.
If we are unable to offer you a solution or explanation that resolves your complaint, we will notify you in writing. Your complaint will then be handled in accordance with the steps of the complaint handling process outlined above.
The time taken to resolve your complaint as part of the simplified handling process does not affect our obligation to provide you with a final response letter by the prescribed deadline.
