Complaint process

Let’s talk, because it’s important to us!

For Promutuel Insurance, customer service is a priority. In order to offer you the best service possible and ensure your complete satisfaction, we invite you to share with us your comments or dissatisfaction. That way, we can better know your real needs and adequately respond to them.

Here’s how to proceed:

Step 1. Dissatisfaction with or comments for Promutuel Insurance

If you want to share comments with us or are not satisfied with our products or the quality of our service, the first step is to contact the person responsible for your file. You can also speak to a manager if you are not satisfied with the response provided by the person in charge of your file.

Step 2. Filing of a formal complaint with the Complaints Officer

In most cases, the response you receive during the first step should be to your satisfaction. If, for whatever reason, it is not, you can file a formal complaint by completing the Complaint Form and submitting it to the Complaints Officer.

All complaints must be submitted to the Complaints Officer in writing. The Complaints Officer will confirm receipt of your complaint, add it to the complaints register, and process it within 30 days of receiving all necessary documents and information. Afterwards, you will be sent a written decision from the Complaints Officer.

Click on the following link to fill our complaint Form online.

Click on the following link to print our complaint Form.

Step 3. Review of your file by the Fédération

If the decision rendered by the Complaints Officer is not to your satisfaction, you can request that your complaint be transferred to the Fédération for review. To do so, you must wait to receive the final decision from the Complaints Officer, but no more than 90 days after having received it. The Fédération’s Complaints Officer will confirm receipt of your transfer request, add it to the complaints register, and notify you in writing of their decision within 60 days of receiving all necessary documents and information.

All requests to transfer a file must be submitted in writing to:

Complaints Officer of the Fédération

Groupe Promutuel Fédération de sociétés mutuelles d’assurance générale
2000, boulevard Lebourgneuf, bureau 400
Québec (Québec)  G2K 0B6

Step 4. Transfer of your complaint to the Autorité des marchés financiers (AMF)

If the handling of your complaint or the decision rendered by the Fédération’s Complaints Officer is not to your satisfaction, you can request that your complaint be transferred to the AMF. You have up to one year following the date of receipt of the final response from the Fédération’s Complaints Officer to do so. The AMF is the regulatory authority charged with overseeing the financial sector. It provides assistance to consumers, applies existing regulations and monitors the financial sector. The AMF may offer conciliation and mediation services if it sees fit to do so and if all parties involved agree.

You may obtain more information about the options available to you at any time by contacting the AMF at 1-877-525-0337 or 418-525-0337 in Québec City.

Civil recourse

Lastly, note that any steps taken with Promutuel, the AMF or any other organization do not interrupt the statutory period allowed for exercising your rights before a civil court.

You may contact the Fédération’s Complaints Officer at any time by calling 1-800-463-4888.