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.

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.
    
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.
    
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

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.

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 at [email protected]