Our Complaints Handling and Dispute Resolution Process

L'Unique has adopted a complaint handling and dispute resolution process to offer quality service in compliance with applicable rules on the subject. This process ensures that a complaint concerning a product or a service offered by L'Unique is handled in a standard, efficient and impartial manner.

Serving you better

This is precisely why we are making available L'Unique's Complaints 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 L'Unique;
• 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 L'Unique product or service, start by contacting your broker or the Customer Service team directly. For more information, go to Contact us page.

Step 2: Requesting 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, go to the next step.

Step 3: Filing a complaint

If, for any reason, your 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; or
• 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 your documents and form or letter to:

Complaints Officer
L’Unique
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 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 with 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 (AMF)
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 find out 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.

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 organization that can help consumers with the majority of disputes involving complaints that were not resolved with the insurer.

To find out more about the GIO or to determine whether your complaint falls within its mandate, go to giocanada.org/gio-home 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.