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Committed to Service Excellence: Our Complaint Resolution Promise

At the heart of Assurapro’s service commitment is the belief that every client deserves to feel heard, respected and supported - even when things don’t go as expected. We understand that concerns or dissatisfaction can arise, and when they do, we are dedicated to addressing them promptly and fairly. Our complaint handling process ensures that every issue is taken seriously, investigated thoroughly and resolved efficiently.

What is a complaint?

A complaint is any expression of dissatisfaction -whether spoken or written- about the services or products we offer and your expectation that we action to address the complaint by providing a response or resolution.

You may, for example, expect a refund from us or for us to take action to address the situation giving rise to your complaint.

How to file a complaint?

You can file a complaint with us by whichever means is convenient for you.

Submit your complaint by:

Our offices are open from 08:30 AM-4:30 PM, Monday to Friday.

You may also complete the form from the Autorité des marchés financiers (AMF). We can help you file your complaint.

You may also contact us to obtain information on how we process complaints, how to file a complaint or inquiry on the status of a complaint.

If you have a general question about your policy, payment, claim or require a correction please contact your agent, broker or adjuster. Kindly note that we do not respond to complaints that are involved in a formal dispute resolution process.

Steps in the complaint process

A simple process for resolving your complaint.

Step 1: Speak with a service representative

When you have a dissatisfaction with a product or service, we recommend that you start at the source. Speak to the representative of the department involved, for example a certified agent. If you are not satisfied, ask to speak to a manager or a supervisor. It is usually quicker and easier to check the facts and find a solution at the point where the problem occurred.

Gather the facts

To speed up the process, we recommend that you have all relevant information handy prior to contacting Assurapro.

The information needed includes:

  • details of your complaint
  • your policy number,
  • supporting documents,
  • important dates, and
  • the names of any employees with whom you have interacted.

Upon receipt of your complaint, you will be provided with a response within 20 days and will inform you of the outcome to your complaint or a solution once it has been reviewed.

If we are unable to resolve your complaint according to this process or if the nature or complexity of your complaint is such that the complaint does not lend itself to the simplified process, then the complaint will be forwarded to our customer experience team.

OR

If you remain dissatisfied or your complaint is not resolved after completing this process, you can request to escalate the matter to our Customer Experience Team.

Step 2: Complaint reviewed by our Customer Experience Team

As it was not possible to find a resolution to your complaint using step 1, a Customer Experience Agent will speak with you to obtain relevant information and assign your file to a Customer Relations Representative for review and send you an acknowledgement of receipt in writing within 10 days of receipt of your complaint.

The Customer Relations Representative will contact you about your concerns, If necessary, request additional information and give you an estimated time frame required to review your file.

You also have the right to request to have your complaint record examined by the AMF.

We will provide you with a final response in writing within 60 days. In our response, we explain how we analyzed your complaint and what led to our response and, if possible, the proposed solution to your complaint.

You may reach the Customer Experience team in the following ways:

Step 1: Speak with a service representative

When you have a dissatisfaction with a product or service, we recommend that you start at the source. Speak to the claims adjuster involved. If you are not satisfied, ask to speak to a manager or a supervisor. It is usually quicker and easier to check the facts and find a solution at the point where the problem occurred.

Gather the facts

To speed up the process, we recommend that you have all relevant information handy prior to contacting Assurapro.

The information needed includes:

  • details of your complaint
  • your policy number,
  • supporting documents,
  • important dates, and
  • the names of any employees with whom you have interacted.

Upon receipt of your complaint, you will be provided with a response within 20 days and will inform you of the outcome to your complaint or a solution once it has been reviewed.

If we are unable to resolve your complaint according to this process or if the nature or complexity of your complaint is such that the complaint does not lend itself to the simplified process, then the complaint will be forwarded to our customer experience team.

OR

If you remain dissatisfied or your complaint is not resolved after completing this process, you can request to escalate the matter to our Customer Experience Team.

Step 2: Contact the Customer Experience team

What you can expect

  • A Customer Experience Agent will obtain relevant information and transfer your request to the person within the company who is in charge of handling claims complaints.
  • The Claims Customer Relations Representative will conduct a thorough review of your file and the dissatisfaction you have raised and then provide you with a clear response explaining Assurapro’s position on the matter within 60 days of the initial receipt of your complaint; however, depending on exceptional circumstances, an additional 30 days may be necessary to complete a thorough review of your file. You will be updated on the progress of your complaint if more time is required.
  • Once the Claims Customer Relations Representative has reviewed your complaint and provided you with a final response, your file will be considered closed. Your file will not be reopened unless you can present new and relevant documentation or information for further consideration.
  • Any further action that can be taken with respect to your concern will be discussed with you and/or forwarded to you in writing.

You may reach the Customer Experience team in the following ways:

Extension of the period for providing our final response

Your complaint may take longer to process or be more complex than anticipated, in which case we may determine that additional time is required for the analysis of your complaint. The additional time may not exceed 30 days. We notify you in writing, indicating the circumstances warranting the extension.

Your complaint file comprises of the following information:

  • The complaint
  • A copy of the acknowledgement of receipt
  • Any document or information used in analyzing the complaint
  • If applicable, a copy of any document or information sent or provided to you
  • If applicable, a copy of the written notice sent to you
  • A copy of the final response provided to you
  • Any exchanges, or a summary of the exchanges, with you

Assessment of the offer and resolution of the complaint

Take time to review our response or assess our offer to resolve your complaint. If we present an offer, we give you time to assess and respond to it. The amount of time we give you should provide you with sufficient opportunity to seek the advice you need to make an informed decision. You can decide to accept or refuse the offer, or you can present a counteroffer.

Once we reach an agreement with you to resolve your complaint, we have to give effect to the offer within 30 days unless we agree upon a different time period with you when it is in your interest to do so.

Examination of the complaint record by the AMF

For each complaint, we create a record in which we keep all the information or documents required for the processing of your complaint.

You can contact us to request to have your complaint record examined by the AMF at any time if you are not satisfied with the response we provided or how your complaint was processed. We are required to send your complaint record to the AMF no later than 15 days following receipt of your request.

To learn more about the AMF or to determine whether your complaint falls within its mandate, go to lautorite.qc.ca or call toll free at 1-877-525-0337.

Contact an external agency

If you remain dissatisfied following the Customer Experience Team’s investigation, you can contact the General Insurance OmbudService. The General Insurance OmbudService is an independent dispute resolution service available to any home, auto or business insurance policyholder in Canada. You can access their services by phone, mail, e-mail, fax or through their website. There is no charge for their service.

The Customer Experience Team will liaise with the General Insurance OmbudService and all applicable provincial and federal regulators to resolve the complaint as effectively as possible. Please note that the General Insurance OmbudService does not provide monetary compensation, and its mediation and arbitration services are non-binding.

You may reach the General Insurance OmbudService at:

General Insurance OmbudService
4711 Yonge Street, 10th Floor
Toronto, Ontario
M2N 6K8
1-877-225-0446
www.giocanada.org

You may also ask that a copy of the complaint file be forwarded to the Autorité des marchés financiers.

The Autorité des marchés financiers examines all complaints received and may recommend mediation if deemed advisable and the parties agree. Please note that the Autorité des marchés financiers does not provide monetary compensation with respect to consumer claims (other than cases covered under its specific programs).

Contact the Autorité des marchés financiers:

https://lautorite.qc.ca/en/general-public

Concerns about the Complaint Handling Protocol

If you have a concern about Assurapro’s Complaint Handling Protocol and processes, you may contact the Financial Consumer Agency of Canada. Please note that the Financial Consumer Agency of Canada does not provide redress or compensation and does not become involved in individual disputes.

You may reach the Financial Consumer Agency of Canada at:

Financial Consumer Agency of Canada
6th Floor, Enterprise Building
427 Laurier Ave. West
Ottawa, Ontario K1R 1B9
www.canada.ca/en/financial-consumer-agency