You are entitled to have your claims processed fairly and equitably. That is why SSQ Insurance has a complaint handling process.
1. Contact Customer Service
If you have any questions about a product or service, you first have to speak with the person you normally do business with or a customer service agent.
2. Request a Review
If after this step you feel you haven't received a satisfactory response, you may ask to have your case reviewed. In this case, a specialist, team leader or supervisor will examine your case and contact you.
3. Address your Complaint to the Complaints Officer
In most cases, complaints are settled promptly to the satisfaction of our clients.
If this isn't the case, you may send a written complaint to SSQ's Complaints Officer.
2525 Laurier Blvd
P.O. Box 10500, Station Sainte-Foy
Quebec City QC G1V 4H6
Autonomy of the Complaints Officer
The Complaints Officer acts independently and objectively.
He will analyze your complaint and write to you with a definitive decision within 30 business days following receipt of all the documents and information needed to assess the situation.
4. Other Recourse
You may appeal to other financial regulatory organizations and associations if you are in one of the following situations:
- The Complaints Officer's definitive decision does not satisfy you.
- The 30-day deadline for receiving a definitive reply from SSQ's Complaints Officer has expired.
OmbudService for Life and Health Insurance
You may address the OmbudService for Life & Health Insurance, which will be able to propose a voluntary conciliatory process.
Autorité des marchés financiers (AMF)
If you live in Quebec, you can ask the Complaints Officer at any time to transfer your complaint file to the Autorité des marchés financiers.
For information on the options available to you, contact the Autorité des marchés financiers at 1-877-525-0337.
After your case has been transferred, the AMF will analyze it and offer a claims settlement service if it deems it is necessary.
Financial and Consumer Affairs Authority
If you live in Saskatchewan, you may contact the Financial and Consumer Affairs Authority at the following coordinates:
Address: Suite 601 – 1919 Saskatchewan Drive, Regina SK, S4P 4H2