Complaint process

Furthermore, Promutuel Insurance has a free, accessible and easy-to-use complaint handling process. Here are its steps:

1. Make a complaint
   You can make a complaint by contacting your mutual company. You can also file a complaint via one of the following ways:
   
   Fill the online complaint form.
   Print the complaint form and send it to us.
   
   You can also submit your complaint using the complaint form available on the Autorité des marchés financiers website.
    
2. Review of your complaint
   All complaints are handled diligently and fairly through our complaint-handling process:

• Recording of your complaint in our complaints register;
• Delivery of a written acknowledgment within 10 days of its receipt;
• Analysis of your complaint: we will take the time to better understand your complaint and your expectations. If necessary, we will contact you to get details or additional information to examine diligently and fairly through your complaint.
• Delivery of a written response within a maximum of 60 days, or within an additional 30 days in case of exceptional circumstances or events beyond our control. In this case, we will inform you and explain in writing the reasons for the delay.
  
  There are three possible types of responses:
• Your request is accepted
• An alternative solution is proposed and explained
• An explanation is provided if our decision remains unchanged  
  
  If a solution is proposed to resolve the complaint, a reasonable delay will be granted for you to evaluate it. You can then confirm if you accept or decline the offer or if you wish to submit a counteroffer. The delay will take into account the record’s complexity and will allow you to make an informed decision.
  
  Once a deal has been struck, we will implement the solution within 30 days, unless another time of delivery has been established with you, if it’s in your interest.
  
  Simplified handling of certain complaints
  Some complaints can be resolved quickly according to a simplified handling process. In such cases, a response will be communicated to you either verbally or in writing within 20 days. Your complaint will also be recorded in our register. If we are unable to resolve your complaint to your satisfaction within 20 days, you will be notified in writing, and its handling will continue following the steps described above.
  
  Throughout the complaint-handling process and after receiving our response, you are welcome to ask further questions or submit new information.
   

3. Request an examination of your record
   If you are dissatisfied with how your complaint was handled or with the response you received, you may request an examination of your record by the Groupe Promutuel Fédération de sociétés mutuelles d'assurance générale (hereby the ‘Federation’) and subsequently by the Autorité des marchés financiers.
   
   This request can be submitted to the person in charge of your complaint record or to the Federation at the following contact details:
   
   By email: [email protected]
   
   By mail:
   Federation Complaints Team 
   Groupe Promutuel Fédération de sociétés mutuelles d'assurance générale
   2000 Lebourgneuf Boulevard, office 400
   Québec, Québec  G2K 0B6

Each complaint is an opportunity to do more for our clients. That’s why we analyze the complaints we receive to identify recurring issues, address systemic problems and improve our services.

Finally, please note that the handling of your complaint or the examination of your record performed by Promutuel Insurance, the Autorité des marchés financiers or any other organization does not suspend the legal time limit available to you to assert your rights in civil court.

If you need help to file your complaint or details concerning the process, you may contact your mutual company or the Federation Complaints Team at [email protected].

For any question regarding a filed complaint, please contact the person in charge of your record.