Complaint Handling Policy - Assurancia Groupe Tardif

Dispute and Complaint Handling Policy

Summary[1] of the Complaints and Disputes Policy

 

The following is a summary of the Firm's Complaints and Dispute Handling Policy. The full version is available upon request.

Purpose of the Policy

The purpose of this complaint and dispute handling policy is to set up a free, simple and fair procedure to treat and process them as quickly as possible. 

Its purpose is to identify the person responsible for processing, to provide a framework for the receipt and processing of complaints and, where applicable, the forwarding of the file to the Autorité des marchés financiers, hereinafter referred to as the "AMF".

Also, the policy applies regardless of the nature of the activities that generate a complaint or dispute, whether it is for management activities in general, the distribution of insurance products or services or the protection of personal information.

Responsible person

The person responsible for the application of this policy is Valérie Hamel, client experience director.

Within the framework of the policy, its functions include the following:

  • Send an acknowledgement of receipt to the complainant within 10 business days of receipt of a complaint.
  • Conduct the analysis of disputes and complaints within a reasonable period (note that the responsible person may delegate this task while supervising it).
  • Decide on the conclusion of the analysis and inform the complainant.
  • Forward the file to the AMF at the complainant's request.
  • Maintain a register of complaints.
  • Report complaints to the AMF through the system provided for this purpose.

How to submit a complaint

A consumer or customer who wishes to file a complaint may do so, verbally or in writing, by contacting the person responsible:

Consumers or clients may also use the form that the AMF makes available: https://lautorite.qc.ca/fileadmin/lautorite/formulaires/grand-public/GP-plainte_formulaire-plainte-fr.pdf   

If necessary, the person in charge may help in formulating the complaint.  

Handling a complaint[2]

For the purposes of this policy, a complaint is the expression, verbal or written, of any reproach or dissatisfaction with a service or product offered by the Firm, communicated to it by a person who is a member of its clientele and for which a final response is expected, for example by confirming the implementation of measures to remedy this.

The following requests and disclosures do not constitute a complaint:

  • (1) A request for information or documents made in respect of a product or service offered.
  • (2) A request for access to or correction made in accordance with the Act respecting the protection of personal information in the private sector (chapter P-39.1).
  • (3) A claim for indemnity or any other insurance claim.
  • (4) An application for the correction of a calculation or clerical error.
  • (5) The communication of a comment or feedback.

Upon receipt of a complaint, the person responsible for handling complaints will send an acknowledgement of receipt to the complainant within 10 business days of receipt of the complaint. 

A fair, objective, impartial and interest-based analysis will be conducted within a reasonable period, which should not exceed 60 business days, following receipt of the complaint and the information necessary for its analysis. A final written response will be sent, within this delay, to the complainant to inform him of the result of the analysis.

In the case of a complaint where circumstances beyond our control or exceptional circumstances arise or the complaint is complex to analyze, an additional period (not exceeding 30 days) may be necessary. In the latter case, the person analyzing the complaint must notify the client in writing no later than the date on which the response was to be provided.

In the case of an incomplete complaint, a notice with a request for additional information will be sent to the complainant. The latter will have to provide the necessary information before the analysis of the file can resume or continue.

Transmission to the Authority

If the complainant is not satisfied with the outcome of the complaint or the handling itself, the complainant may ask the person responsible to transfer the complaint file to the AMF.

Address to be used for the transfer:

AUTORITÉ DES MARCHÉS FINANCIERS 

Place de la Cité, Cominar Tower 

2640 Laurier Boulevard, Suite 400 

Québec (Québec) G1V 5C1

The file transferred to the AMF must consist of all the documents relating to the complaint.

The transfer must be made to the AMF within 15[3] days of the complainant's request.

Link to the AMF form (French version): https://lautorite.qc.ca/fileadmin/lautorite/formulaires/grand-public/GP-plainte_formulaire-transfert-dossier-fr.pdf

 

Effective date of policy: 

2025-09-05
 

[1] The full version of the policy will be provided to the person responsible for the application of the policy upon request.

[2] This section contains concepts from the Financial Sector Complaints and Dispute Resolution Regulations that will come into force on July 1, 2025. 

[3] Could be 30 days up until June 30th, 2025.