We are committed to ensuring that complaints are handled promptly and processed within the shortest possible timeframe.
A complaint is the expression of a grievance or dissatisfaction regarding our services or a product we offer, together with an expectation that we will take action to address the issue.
For example, a complaint may arise when you request a refund or when you wish us to take specific steps to resolve the situation that led to your complaint.
You may submit a complaint by contacting us through the communication method of your choice. You may also complete the complaint form made available online by the Autorité des marchés financiers (“Autorité”). We can assist you in formulating your complaint if needed.
Our offices are open Monday through Friday, from 8:00 a.m. to 6:00 p.m.
Questions? Please contact us if you would like more information about our complaint handling process.
Some complaints may be handled through a simplified process, whereby we attempt to provide a satisfactory solution promptly. This process is described later in this document. If we are unable to resolve your complaint through the simplified process, or if the nature or complexity of your complaint does not lend itself to such treatment, the following steps will apply.
We will send you a written acknowledgement of receipt within 10 days of receiving your complaint.
We will review your complaint to ensure we fully understand your concerns and expectations. If necessary, we may contact you to request additional information.
We will provide you with a written final response within 60 days.
In this response, we will explain how we analyzed your complaint, the factors that led to our decision, and, where applicable, the solution we propose to resolve the matter.
If you have any questions or comments regarding our response, please contact us.
Extension of the Response Deadline
In some cases, the review of your complaint may be more complex or time-consuming than initially anticipated, and additional time may be required to complete our analysis.
Any extension may not exceed 30 additional days. If an extension is required, we will notify you in writing and explain the reasons justifying the additional delay.
Please take the time necessary to review our response or evaluate any settlement offer we may present to resolve your complaint.
If we make an offer, we will provide you with a reasonable period to inform us whether you accept the offer, reject it, or wish to submit a counter-offer. This period should be sufficient to allow you to obtain any advice needed to make an informed decision.
Once we reach an agreement with you regarding the resolution of your complaint, we will implement the agreed-upon measures within 30 days, unless a different timeframe is mutually agreed upon and is in your best interest.
We create and maintain a file for every complaint received. This file contains all information and documents relevant to the handling of your complaint.
At any time, if you are dissatisfied with the manner in which we have handled your complaint or with the response provided, you may request that your complaint file be reviewed by the Authority.
Upon receiving your request, we are required to transfer your complaint file to the Authority within a maximum of 15 days.
If your policy is underwritten by Lloyd’s and you remain dissatisfied with the response you have received from us, you may, if you wish, refer your complaint to Lloyd’s. Lloyd’s will investigate the matter and provide a final response.
Lloyd’s contact details are as follows:
Lloyd’s Underwriters
Complaints Officer
Royal Bank Plaza South Tower
200 Bay Street, Suite 2930
P.O. Box 51
Toronto, Ontario M5J 2J2
Tel: 1-877-455-6937
Email: [email protected]
If you are not satisfied with our response, you may submit a complaint to the General Insurance OmbudService (GIO): www.giocanada.org.
Certain complaints may be handled through a simplified process. This process applies to complaints for which we are able to provide a satisfactory solution within 20 days.
We consider a complaint resolved to your satisfaction when you accept the solution we propose or when the explanations we provide adequately address your concerns.
Under this process, complaints may be handled directly by a member of our customer service team and resolved, for example, during a telephone conversation.
If we are unable to provide a satisfactory solution or sufficient explanations within the framework of the simplified process, we will notify you in writing. Your complaint will then continue to be processed according to the standard complaint handling procedures outlined above.
The time spent attempting to resolve your complaint through the simplified process does not affect our obligation to provide a written final response within the prescribed regulatory deadlines.
This policy came into effect on May 15, 2006 and was amended on October 22, 2026.
