Complaints handling policy
Policy goal
The purpose of this Dispute and Complaint Handling Policy is to provide a free, simple and fair procedure for handling disputes and complaints.
In particular, it aims to identify the person responsible for the processing, to provide a framework for the receipt and processing of complaints, and, where applicable, the transmission of the file to the Autorité des marchés financiers, hereinafter referred to as the “AMF”.
In addition, the policy applies regardless of the nature of the activities that give rise to a dispute or complaint, whether for general management activities, the distribution of insurance products or services, or the protection of personal information.
Person in charge
The person responsible for applying this policy for each firm is indicated in the “Receiving a complaint” section.
Its policy functions include
- Send an acknowledgement of receipt to the complainant within 10 working days of receiving a complaint;
- Carry out the analysis of disputes and complaints within a reasonable timeframe (note that the person in charge may delegate this task while ensuring its supervision);
- Ruling on the conclusion of the analysis and informing the complainant;
- Forward the file to the Authority, at the complainant’s request;
- Report complaints to the Authority, using the system provided for this purpose.
Receipt of complaint
Consumers or customers wishing to lodge a complaint may do so verbally or in writing, by contacting the person in charge at the firm concerned.
| Cabinet | Name | First name | E-mail address | Phone | Position | Postal address |
| Assurancia Akiki | Mattar | Ellie | elie.mattar@Assuranciagt.ca | (514) 565-3131 | 38368 | 3505 boul. Saint-Martin W., Suite 205, Laval H7T 1A2 |
| Assurancia Billette | Billette | Jean-François | jean-francois.billette@Assurancia-assurances.ca | 1-800-377-2576 | 304 | 45 Victoria East, Salaberry de Valleyfield QC, J6T 2L4 |
| Assurancia Boudreault | Boudreault | Julien | julien@assurances-boudreault.ca | 1-877-840-3321 | 595-J, 9e av Beauceville QC, G5X1J3 | |
| Assurancia Campeau | Parent | Myriam | myriam.parent@Assurancia-assurances.ca | 1-800-377-2576 | 307 | Local 201 1850 Boulevard le Corbusier, Laval, QC H7S 2K1 |
| Assurancia D. Bonhomme | Lefebvre | Stéphanie | sl@assurancesdenisbonhomme.ca | 1-866-449-2881 | 120 | 209 Boulevard Desjardins, Maniwaki, QC J9E 2C9 |
| Assurancia Gatineau | Duciaume | Michel | mduciaume@Assuranciagatineau.ca | 1-866-771-6075 | 239 | 1783 Rue Saint-Louis, Suite 1, Gatineau, QC J8T 4H2 |
| Assurancia Gauthier Flamand | Flamand | Cynthia | c.flamand@Assuranciagf.ca | 418-547-6648 | 2 | 3917, rue St-Pierre, Jonquière, Qc. G7X 3G3 |
| Assurancia Groupe Labonté Provencher | Béliveau | Véronique | Veronique.beliveau@assuranceglp.ca | 1-888-955-4480 | 4102 | 200-1580 Gene H Kruger, Trois-Rivieres, G9A 4N9 |
| Assurancia Groupe Tardif | Hamel | Valérie | vhamel@Assuranciagt.ca | 1-888-558-5246 | 38474 | 6645 Henri-Bourassa Boulevard, Quebec City, QC, G1H 3C4 |
| Assurancia Guertin | Guertin | Vincent | vincent.guertin@Assurancia.ca | 514-792-5500 | 203 | 267 Boul Sir-Wilfrid-Laurier, Suite 4, Saint-Basile-le-Grand, QC J3N 1M8 |
| Assurancia Leduc Decelles Dubuc | Catherine | Dubuc | Catherine.dubuc@Assurancia.ca | 1-877-429-3707 | 404 | 315 Ellice Street, Beauharnois, QC J6N 1X2 |
| Assurancia Mongeau | Mongeau | Isabelle | isabellemongeau@assurancesmongeau.ca | 450-973-3344 | 226 | Local 201 1850 Boulevard le Corbusier, Laval, QC H7S 2K1 |
| Assurancia Venne et Fille | Venne | Marie-Lyne | Marie-lyne.venne@venneetfille.ca | 450-755-2122 | 210 | 161, rue Beaudry Nord, Joliette, (Québec) J6E 6A7 |
| Assurancia inc. | Hamel | Valérie | vhamel@Assuranciagt.ca | 1-888-558-5246 | 38474 | 645, boul. Henri Bourassa, Québec (Québec) G1H 3C4 |
Handling a complaint
For the purposes of this policy, a complaint is an expression, verbal or written, of at least one of the following elements, which remains after having been considered and processed at the operational level competent to render a decision.
It must contain one of the following elements:
- Identification of a potential or actual prejudice suffered or that could be suffered by a consumer, and details of the alleged facts, dates and other information needed to analyze the case.
- A reproach against the firm, a representative or an employee.
- Request for corrective action.
Upon receipt of a complaint, the person responsible for handling complaints will send an acknowledgement of receipt to the complainant within 10 working days of receiving the complaint. It will carry out an impartial analysis within a reasonable timeframe, which should not exceed 60 working days, following receipt of the complaint and the elements required for its analysis.
In the event of an incomplete complaint, a notice requesting further information will be sent to the complainant. The latter will have to provide the necessary information before the analysis of the file can be resumed or continued.
Complaints must be handled impartially and within a reasonable timeframe, which should not exceed 60 days following receipt of the complaint. This timeframe should be respected, regardless of the different levels of treatment involved.
Transmission to the
If the complainant is not satisfied with the outcome of the handling of his or her complaint, or with the handling itself, he or she may ask the person in charge to transfer his or her complaint file to the Autorité.
Address to be used for transfer:
AUTORITÉ DES MARCHÉS FINANCIERS
Place de la Cité, tour Cominar 2640, boulevard Laurier, bureau 400
Québec (Québec) G1V 5C1
The file transferred to the Authority will contain all the documents relating to the complaint.
The transfer must be made to the AMF within 30 days of the complainant’s request.
Policy effective date : 2024-04-17