Serving you better
Easy and straightforward
Role of the Complaints Officer
Other courses of action
An independent complaints resolution service
These provisions apply to the Web site pages of SSQ, Life Insurance Company Inc.
SERVING YOU BETTER
At SSQ, we understand that as a client, you are entitled to expect your requests to be
handled fairly and equitably. And that is precisely why we have an official Complaint
Handling and Dispute Resolution Policy.
This policy guides all of our decisions and actions related to handling complaints and
gives us an excellent tool to ensure we can provide you with even better service.
EASY AND STRAIGHTFORWARD
Every complaint we receive undergoes an in-depth examination procedure in order to be
settled fairly and courteously. Here is an overview of the steps involved.
If you have a concern about one of our products or services, you should start by contacting
the individual you normally deal with or an SSQ Customer Service representative.
If after this initial step, you haven’t received a satisfactory response, you can
request to have your file transferred to a higher level. In this case, a specialist,
team leader or supervisor will examine your case and contact you.
In most cases, complaints are settled promptly to the satisfaction of our clients.
However, if you are still not satisfied after having gone through the first two steps,
you can file a formal complaint with SSQ’s Complaints Officer. Submit your written
complaint to the Complaints Officer explaining the reasons why you are not satisfied
and how you would like to see the situation resolved. Send your written complaint to
the attention of SSQ’s Complaints Officer at:
SSQ, Life Insurance Company Inc.
2525 Laurier Boulevard
P.O. Box 10500, Station Sainte-Foy
Quebec, Quebec G1V 4H6
ROLE OF THE COMPLAINTS OFFICER
The role of SSQ’s Complaints Officer is to act independently and objectively to
investigate all options that could potentially lead to the resolution of a complaint.
Upon receiving your written complaint, SSQ’s Complaints Officer will open a file
and send you an acknowledgement of receipt. Your complaint will then be handled within
30 days of receipt of all of the documents or information required to examine the complaint.
Advisors from different company departments may be called upon to assist the
Complaints Officer in carrying out a full examination of the complaint. If, upon completing
the examination, the Complaints Officer upholds the initial decision, an explanation of
the decision-making process and the steps taken to arrive at this decision will be provided.
If the Complaints Officer decides that your complaint is justified, appropriate action will
be taken to rectify the situation.
In both cases, you will be notified in writing of the final decision taken by the
OTHER COURSES OF ACTION
If you are not satisfied with how your complaint is handled or a decision made by SSQ’s
Complaints Officer, you can present your case to a competent regulatory body or association
involved in regulating the financial sector.
These organizations will intervene only after you have exhausted all possible recourses with
SSQ and after the 30-day time limit for receiving a final response has elapsed. If your
complaint is eligible for review by one of these regulatory bodies, SSQ’s Complaints
Officer will inform you of this and indicate which organization you should contact.
If you live in Quebec
If you live in Quebec, you can ask the Complaints Officer to transfer your complaint
file to the Autorité des marchés financiers.
This can be done once the time limit for a final response has elapsed, but no longer than one year
after the date you receive your final response from the Complaints Officer. For information
about the options available to you, contact the Autorité des marchés financiers
If you live in Ontario
If you live in Ontario, you can find out about the options available to you by contacting
the Financial Services Commission of Ontario at 1-800-668-0128.
If you live in another province
As there are no provincial complaint handling laws or regulations currently in place
outside Ontario and Quebec, you can refer to the OmbudService For Life & Health Insurance.
It is important to note that any steps taken with these organizations will not interrupt
the statutory period allowed for exercising your rights before a court of competent
What about confidentiality?
When you file a written complaint with SSQ, our Complaints Officer will open up a file to
hold all of the pertinent information gathered relating to your complaint.
Any personal information about you contained in this file will be kept strictly confidential
and is protected under the
SSQ Personal Information Protection Policy.
AN INDEPENDENT COMPLAINTS RESOLUTION SERVICE
Other regulator bodies:
Finally, regardless of where you live in Canada, you can always refer to the
OmbudService For Life & Health Insurance (OLHI).
The OLHI offers a voluntary conciliation process.
For more information, call 1-866-295-8112 or visit the OLHI Web site at
Alberta Superintendent of Financial Institutions
- British Columbia
Financial Institutions Commission
Insurance Council of Manitoba
- New Brunswick
New Brunswick Insurance Board
- Newfoundland and Labrador
Superintendent of Insurance, Newfoundland and Labrador
- Nova Scotia
Superintendant of Insurance, Nova Scotia
- Prince Edward Island
Superintendent of Insurance, Prince Edward Island
Saskatchewan Financial Services Commission