Your rights and remedies

Certified members of the Chambre de l’assurance must follow the rules and principles set forth in specific laws and ethical regulations. Several options are available to you in the event of a dispute with a member.

Filing a complaint: what you need to know.

Before filing a complaint

Clarifying the situation

The first step, if possible, is to clarify the situation with the professional in question. For example, you can share your concerns; ask about the person’s approach; explain and demonstrate your point of view; and review your situation, expectations and goals with the person. Clarifications from both sides may be sufficient to resolve the issue.

Using the firm’s resources for handling complaints

If doubts persist, you can also contact the firm or insurer with which the certified professional is affiliated to speak with another advisor or a manager. The firm is required to comply with the applicable framework for handling complaints. To learn more, visit the Autorité des marchés financiers website.

If these steps do not yield any results or circumstances do not allow for a resolution, a request for an investigation may be filed with the Chambre de l’assurance’s office of the Syndic.

It should be noted that any report brought to the attention of the Chambre de l’assurance must concern the professional in question, not the firm that employs them.

The Syndic of the Chambre de l’assurance plays a central role in regulating professional practices by conducting independent and confidential investigations into professionals suspected of violating applicable laws and regulations.

Whether you are a consumer, an insurance company, a consumer protection organization, a firm, a broker or another entity, any person or organization may file a request for an investigation into a certified professional. The Syndic may also open an investigation file on its own initiative.

A person may file a complaint with the office of the Syndic when:

The person believes that a professional has failed to fulfill their duties or obligations.
The person wants the professional to correct their practices.
The person believes that the professional has violated the ethical rules or regulations governing their professional practice.
The person wants to prevent other consumers from experiencing the same situation.

Please note: Your complaint may be directed at any certified professional, even if the individual is not handling your account, and even if the events in question occurred several years ago.

In addition, filing a complaint with the Chambre de l’assurance will not result in monetary compensation. The Syndic’s purpose is to protect the public by assessing professional conduct in order to sanction and prevent misconduct. It does not have the authority to compensate the

How to file a complaint

The complaint must not be anonymous and must be accompanied by documents and evidence that the investigator from the office of the Syndic will use to establish the facts.

Before filling out the investigation request form, you must have the exact first and last names of the certified professional in question as well as details that will allow the Syndic to understand and analyze the situation.
Upon receiving the complaint, the Syndic of the Chambre de l’assurance will contact you.
Be sure to provide all your contact information.

Filing a complaint online

This is the simplest and fastest way to submit a complaint: your information is sent directly to the office of the Syndic.

Filing a complaint

Fill out the form online
Can’t fill out the form online? Download it, then:
Fill it out and email it to bureausyndic@chambreassurance.ca or

Print it, fill it out manually and mail it to the following address: :
2000 McGill College Avenue, 12th Floor
Montréal, Quebec H3A 3H3
Canada

Download the form (French only)

Other dispute resolution mechanisms

In addition to the disciplinary process of the Chambre de l’assurance, other avenues are available to the public for resolving a dispute or obtaining compensation. These mechanisms serve purposes such as mediation, compensation or complaint handling, and are administered by separate bodies.

It is important to note that these bodies operate independently of one another. Consequently, decisions made or settlements reached through these processes cannot be challenged through the Chambre de l’assurance.

Mediation service of the Autorité des marchés financiers

Consumers who believe they have been wronged must first file a complaint directly with the company they consider to be at fault. The company must then provide a mechanism for handling the complaint and settling the dispute. If the consumer is dissatisfied with the proposed settlement, the person may then contact the Autorité des marchés financiers, which offers a mediation service between a dissatisfied consumer and a registered company. To learn more, click here.

Fonds d’indemnisation des services financiers

The Fonds d’indemnisation des services financiers is administered by the Autorité des marchés financiers and financed by contributions from individuals and companies authorized to conduct business.

The purpose of this fund is to compensate victims of fraud, embezzlement or dishonest transactions when they do business with individuals or companies.

The Autorité des marchés financiers is responsible for reviewing claims, determining their eligibility and setting the amount of compensation. To learn more, visit the Autorité des marchés financiers website.