Our complaint handling and dispute resolution process

Serving you better

At Beneva, we put people first. This is precisely why we are making available Beneva’s Complaint Handling and Dispute Resolution Process.

What is a complaint?

A complaint is a communication that:

• Expresses dissatisfaction or a reproach with a service or product we offer
• Is communicated by anyone who deals with us for insurance or financial services
• Expresses an expectation, explicit or implicit, that action be taken to remedy or to respond to the situation

How to file a complaint?

You may file a complaint by:

1. Completing our online complaint form
2. Mailing your downloaded and completed complaint form
3. Drafting a letter describing the nature of your complaint

Please ensure that all required documents are attached to your complaint.

If submitting a written complaint, please mail the documents and your complaint form or letter to:

Complaints Officer
Beneva
2525 boulevard Laurier
PO Box 10500 Station Sainte-Foy
Québec QC  G1V 4H6

A simple process

Step 1: Simplified handling of your complaint

To serve you better, Beneva has dedicated teams to review and handle your complaint. Upon receipt of your complaint, our teams have 20 days to provide you with a response to your complaint. You do not have to take any further action; a Beneva representative will contact you to inform you of the outcome to your complaint or a solution once it has been reviewed.

If our teams are unable to offer you a solution or provide you with an explanation that resolves your complaint within this timeframe, it will be forwarded to the Complaints Officer. You may also request that your complaint be transferred to the Complaints Officer if you are not satisfied with the response you received.

Step 2: Your complaint reviewed by the Complaints Officer

As per your request or if it was not possible to answer your complaint using the simplified process (step 1), the Complaints Officer will then open a complaint file and send an acknowledgement of receipt within 10 days of the complaint being recorded in the complaints register or when the complaint has been transferred.

We will analyse your request objectively and impartially.

A final position letter will be sent to you no later than 60 days following receipt of your complaint by Beneva. We will respond with our analysis and response, and if necessary, solutions to resolve your complaint.

Extending the time required to handle your complaint

In some cases, handling your complaint may take longer to review or is more complex. In this case, an additional 30 days may be required to properly analyse your complaint. Our Complaints Officer will send you a written notice if extra time is needed.

Your complaint file includes the following information:

• Complaint reference number
• Your name and contact information
• A copy of the letter that includes the complaint against the company, the real or potential harm to you and the corrective measures requested
• A copy of the acknowledgement letter
• A copy of the final position letter and the reasons for it
• Any other document relevant to the handling of the complaint
• A copy of the letter transferring the complaint file to the appropriate regulatory authority, as necessary
• The date the complaint file was closed

Other options for recourse

If your complaint still has not been settled to your satisfaction, you can ask the following organizations to assess your case.

Autorité des marchés financiers

In Quebec, insurance companies are regulated by the Autorité des marchés financiers (AMF). Therefore, if you are not satisfied with the examination or the outcome of your complaint, you can request that your file be transferred to the AMF.

To learn more about the AMF or to determine whether your complaint falls within its mandate, go to lautorite.qc.ca (This hyperlink will open in a new tab). or call toll free at 1 877 525-0337.

OmbudService for Life and Health Insurance (OLHI)

At any time, you can also contact the Ombudservice for Life and Health Insurance (OLHI) for any complaints or questions regarding life and health insurance, namely life insurance, disability insurance, travel insurance and investments products.

To learn more about the OLHI or to determine whether your complaint falls within its mandate, go to olhi.ca (This hyperlink will open in a new tab). or call toll free at 1 866 582-2088 (Quebec) or 1 888 295-8112 (Canada).

General Insurance Ombudservice (GIO)

Should you want further assistance with your complaint about property, automobile or business insurance, you can contact the General Insurance OmbudService (GIO).

The GIO is an independent Canada-wide external organization that can help consumers with most disputes involving complaints that were not resolved with the insurer.

To learn more about the GIO or to determine whether your complaint falls within its mandate, go to giocanada.org (This hyperlink will open in a new tab).or call toll free at Phone:1 877 225-0446.

Regulatory bodies

You can also contact the financial services regulator in your province or territory of residence at any time.