Summary of the complaint and dispute handling policy
The following is a summary of the firm's complaint 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 in order to deal with them quickly and to deal with them as soon as possible.
In particular, it aims to identify the person responsible for processing, to provide useful information to file a complaint, to supervise the reception of complaints and the processing of them, and, where appropriate, the transmission of the file to the Autorité des Marches Financiers, hereinafter referred to as the “Authority”.
Also, the policy applies, regardless of the nature of the activities that generate a complaint or dispute, whether in particular for general management activities, the distribution of insurance products or services or the protection of personal information.
Responsible person
The person responsible for applying this policy is Jennifer Bourre, Vice President, Training and Compliance.
Within the framework of the policy, its functions include:
• Send an acknowledgement of receipt to the complainant within 10 business days of receiving a complaint.
• To analyze complaints and disputes within a reasonable period of time (note that the person responsible can delegate this task while providing supervision).
• Decide on the conclusion of the analysis and inform the complainant.
• Transmit the file to the Authority, at the request of the complainant.
• Maintain a register of complaints.
• Report complaints to the Authority, through the system provided for this purpose.
Our complaint manager ensures that the complaints we receive are dealt with fairly and that our policy is respected and implemented within the firm, in particular to ensure that:
• Our management and staff know and
apply our complaint handling policy.
• Our customers can easily get information about how we handle complaints or how to deal with their complaints.
• Our staff carries out the necessary follow-ups to properly deal with customer complaints.
• The person in charge of handling a complaint has the skills to deal with the complaint assigned to him.
• Each complaint is handled objectively and handled takes into account the interests of the customer.
How to file a complaint
A consumer or customer who wishes to file a complaint may do so, verbally or in writing, by contacting the person responsible or one of our representatives:
• By mail: 1955 CH. From La Côte-de-Liesse suite 201 Saint-Laurent, QC H4N 3A8
• By phone: 514-447-7997
• By email: plaintes.complaints@assuruni.com
The consumer or customer can also use the form that the Authority makes available:
https://lautorite.qc.ca/fileadmin/lautorite/formulaires/grand-public/GP-plainte_formulaire-plainte-fr.pdf
If necessary, the person responsible can offer assistance in formulating the complaint.
Handling a complaint
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 part of its clientele and for which a final response is expected, in particular by confirming the implementation of measures to remedy it.
The following requests and communications 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 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 compensation or any other insurance claim.
4° A request to correct a calculation or clerical error.
5° The communication of a comment or feedback.
An initial expression of dissatisfaction on the part of the consumer, written or not, does not constitute a complaint when this dissatisfaction is resolved in the normal course of the registrant's activities.
However, as an indication, if the consumer remains dissatisfied and his dissatisfaction must be dealt with by the person responsible for handling complaints, then it is a complaint.
The complainant must provide full contact information, including:
• Name and surname of the complainant
• Address
• Phone number
• Email address
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 receiving the complaint.
Our responsibilities
Any representative or employee of the firm who receives a complaint must forward it without delay to the persons responsible for handling complaints. He must cooperate in dealing with any complaint and provide the documents or information that are necessary to deal with the complaint.
The person responsible for dealing with the complaint should not do so if they are not in a position to deal with it objectively. She must ensure that she has the skills or knowledge necessary to deal with the complaint and, if necessary, she must seek the support of persons who can help her deal with the complaint.
We ensure that our policy is known to all our staff and that everyone is aware of their responsibilities.
We develop the procedures and put in place the processes necessary to deal with the complaints we receive and we ensure the training of our complaint handling staff. We appoint a complaint handler after ensuring that they have the necessary skills to carry out their responsibilities. We ensure that our staff and managers work together to deal with complaints.
Transmission to the Authority
In the event that the complainant is not satisfied with the result of the handling of his complaint or with the treatment itself, he may ask the person responsible to transfer his complaint file to the Authority.Address to be used for the transfer:
AUTORITÉ DES MARCHES FINANCIERS
Place de la Cité, Cominar tower
2640 Laurier Boulevard, office 400
Quebec (Quebec) G1V 5C1
The file transferred to the Authority must consist of all the documents relating to the complaint.
The transfer must be made to the Authority within 15 days of the complainant's request.
Link to the Authority form:
https://lautorite.qc.ca/fileadmin/lautorite/formulaires/grand-public/GP-plainte_formulaire-transfert-dossier-fr.pdf
Date the policy was last updated: 06-2025
