Gradual restoration of our computer systems

Since the attack, our priority has been to get everything back up and running so we can provide you with the high quality service you have come to expect. Early on we reactivated basic services, and we are making steady progress towards fully restoring service in the coming weeks.

As you may know, we have already taken several steps toward that goal. Our teams have been working tirelessly to restore normal operations. A sound and effective restoration plan was drawn up and is being rolled out. We will be taking the time needed to complete all required security steps.

A number of our systems are now operating normally and others are gradually coming back on line. So we are now able to meet our insured members’ needs. The Client Space and many Promutuel Insurance IT systems will be back in service by mid-February. Promutuel continues to take all necessary steps to fully restore all of its operations, with the goal of always providing exemplary service to all members and partners.

Withdrawals will come out of your account as per your payment schedule once the systems are back in operation. For the payments that weren’t made, you’ll receive written notice explaining how they’ll be made up. It will be sent to you at least twenty days before the payment is debited.

Preauthorized payments resumed on February 1, based on the payment schedule agreed on with each insured member. As our IT systems are gradually being restored, withdrawals started up again as of that date. Members should plan on payments being withdrawn from their bank account on the usual date. They can also refer to the schedule attached to their insurance policy for the dates of upcoming payments.

The preauthorized payments that didn’t go through between December 17 and 31, 2020, will be processed on March 4, whereas those scheduled for January 2021, will be processed on April 1, 2021. All members affected will receive a letter at least 20 days in advance of their payment.

You can call 1 888 590-AIDE (2433).

You can write to us at servicealaclientele@promutuel.ca. We will reply as soon as possible.

You can contact your mutual insurance association. You’ll find the phone number in the Contact us section.

Yes, you can. To do so, please contact your mutual insurance association. You’ll find the phone number in the Contact us section.

We are now able to provide quotes for new insurance policies by phone. Just dial 1-877-668-8835 and one of our agents will be happy to help you. If you’re already an insured member with us, we suggest you contact your mutual association for all your needs. You’ll find the phone number on the Contact us section.

Your insurance policy will be renewed and you will receive your new policy shortly. We suggest contacting your mutual insurance association for more information or to get a copy of your car insurance certificate. You’ll find the phone number in the Contact us section.

So far, our investigations show that no social insurance numbers (SINs), driver’s licence numbers, credit card numbers, or other banking details have been compromised. Obviously we will continue to follow the situation very closely.

Yes. Promutuel Insurance is taking this situation very seriously. We have advised the regulatory authorities and police of the event.

While working to restore our computer systems, we published a press release on December 12 and posted notices on our website and our Facebook pages. Under the circumstances, that was the best way to reach as many insured members as possible as quickly as possible.

This is not a requirement given that no data requiring reporting and protection measures under the law has been compromised. As we mentioned, our investigations to date show that no social insurance numbers (SINs), driver’s licence numbers, credit card numbers, or other banking details have been compromised. Obviously we will continue to follow the situation very closely.

Refuse to give them your information and hang up.

Then call your mutual insurance association to notify them. The phone number is provided above.

Please be vigilant. We have been advised that certain insured members have received calls from individuals claiming to be from Promutuel Insurance and requesting their banking information.

As a reminder, we will be sending a written notice to insured members regarding the resumption of preauthorized debit payments with details on the terms and conditions.

If you provided your personal information during a fraudulent call, we recommend you notify the police and contact your financial institution without delay.

You can also report the incident to the Canadian Anti-Fraud Centre at 1-888-495-8501.