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 the expression, by a client, of one of three following elements:

• A reproach against Beneva;
• A real or potential harm that a client has sustained or may sustain; or
• A request for remedial action.

A simple process

Step 1: Expressing your dissatisfaction

If you have any questions, comments or wish to make known your dissatisfaction regarding a Beneva product or service, start by contacting your representative or the Customer Service team directly.

For more information, go to Contact us

Step 2: Request a review

If you were not satisfied with the answer you received in the previous step, you can request a review of the decision. Your request will be forwarded to someone who holds a senior position and is tasked with analyzing the situation. This individual will contact you to inform you of the decision.

Most issues are resolved at this stage. If this is not the case and you wish to file a complaint, proceed to the next step.

Step 3: File a complaint

If, for any reason, your review request was not settled in the previous steps, it will be handled by the Complaints Officer.

To file a complaint, you may:

• Complete the online complaint form;
• Download the complaint form; or
• Draft a letter describing the nature of your complaint.

Please ensure that all required documents are attached to your form or letter. Send the documents and your form or letter to:

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

The Complaints Officer will then open a complaint file and send an acknowledgement of receipt within 10 days after the complaint has been recorded in the complaints register.

The Complaints Officer will analyze your request objectively and impartially. A final position letter will be sent within 30 business days following receipt of all information required to handle your complaint

Your complaint file includes the following information:

• Complaint reference number
• Your name and contact information
• A copy of the complaint letter that includes the reproach against the company, the real or potential harm 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 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 or call toll free at 1 877 525-0337.

Ombudservice for life and health insurance

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 or call toll free at 1 866 582-2088 (Quebec) or 1 888 295-8112 (Canada).

General insurance ombudservice

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 or call toll free at 1 877 225-0446.

Regulatory bodies

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