Complaint Examination and Dispute Resolution Policy of Assurances Groupe Vézina

Complaint Examination and Dispute Resolution Policy of Assurances Groupe Vézina

Purpose of the Policy

The purpose of a complaint examination and dispute resolution policy is to set up a free and equitable procedure for dealing with complaints.

This policy explains our complaints examination process.

The Person in Charge of Complaints

Mr. Francis Vézina is the person who is in charge of applying this policy and ensuring that complaints received byAssurances Groupe Vézina are examined in accordance with said policy.

Mr. Francis Vézina acts as the respondent with the Autorité des marches financiers (the Authority), and trains our staff. He provides staff with the necessary information for compliance with this policy.

The persons in charge are also responsible for:

  • delivering an acknowledgment of receipt and notice to the complainant;
  • transferring the file to the Authority, at the complainant’s request;
  • filing a report twice a year with the Authority using the Complaint Reporting System (CRS).

The Complaint

For the purposes of this policy, a complaint is the expression of at least one of the following three elements:

  • A reproach against the registrant;
  • The identification of real or potential harm that a consumer has sustained or may sustain;
  • A request for remedial action.

Dissatisfaction or Concern

Informal steps to correct a specific problem or to obtain information are not considered a complaint, provided the problem is resolved as part of our firm’s normal activities.
First, the complainant is encouraged to contact his/her representative or the customer service department by phone 1 800-360-6880 or by e-mail at the following address: f.vezina@groupevezina.com

How does one file a complaint?
A complainant who is not satisfied with the response or information obtained after having completed the previous step in the process or who wishes to file a complaint must do so in writing at the following address:

Assurances Groupe Vézina
A/S du responsable du traitement des plaintes
999, boulevard St-Martin Ouest,
Laval, Québec H7S 1M5
Phone: 1 800 360-6880
Fax: 1 888 874-6134

Include in the subject line: “Complaint – To the person in charge of complaints”.

Receipt of the Complaint

  • As soon as the complaint arrives, the employee who has received it must transfer it to the person in charge of complaints.
  • Mr. Vézina must acknowledge receipt of the complaint within a reasonable period, i.e. within 10 working days of having received it.

Complaint Examination

Upon receiving a complaint, Assurances Groupe Vézina must initiate its complaint examination process.

Complaint examination, in other words, the analysis of the complaint and the relevant documents, must be done within a reasonable period, i.e. within 60 days of receiving all the information necessary for the examination.

After examining the complaint, the person in charge must send the complainant a final written response with justifying reasons.

The Complaint File
A separate file must be create for each complaint. This file must contain the following:

  • the written complaint and its three elements (the reproach against the registrant, the real or potential harm and the requested remedial action);
  • the outcome of the complaint examination process (the analysis and the supporting documents);
  • the final written response to the complainant with justifying reasons.

Transferring the File to the Authority

If not satisfied with the outcome or with the examination of the complaint, the complainant may ask us, at any time, to transfer the file to the Authority.

The transferred file must include all the information related to the complaint.

We are responsible for complying with the rules governing the protection of personal information in our possession.

This policy came into effect November 5th, 2018.

 

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1 800 360-6880

Opening Hours
Monday to Friday from 8:30 a.m. to 4:30 p.m.
Assurances Groupe Vézina logo BNI
Head Office
ASSURANCES GROUPE VÉZINA
999, Saint-Martin Boulevard West,
Laval, Quebec H7S 1M5
info@groupevezina.com
T : 450.663.6880
1.800.360.6880 
F : 1.888.874.6134
Mont-Tremblant
VÉZINA, SÉGUIN & ASSOCIÉS
504, Charbonneau St.,
Mont-Tremblant, Quebec
J8E 3H4 
info@vezinaseguin.com
T : 819.425.8767
1.888.525.8767
F : 819.425.5682
Pierrefonds
4999, St-Charles Boulevard, office 205,
Ste-Geneviève, Quebec H9H 3M8 
info@groupevezina.com
T : 514.626.4351
1.800.360.6880
F : 1.888.874.6134
Saint-Jérôme
995, Maher St., suite 402,
Saint-Jérôme, Quebec J5L 0A8 
info@groupevezina.com
T : 450.436.2922
1.800.360.6880
F : 1.888.874.6134
Sainte-Anne-des-Plaines
479, Sainte-Anne blvd, suite 204
Sainte-Anne-des-Plaines, Québec J0N 1H0 
info@groupevezina.com
T :  450.478.6006
1.800.360.6880
F : 1.888.874.6134

CAR and HOME insurance
Good Record Protection
VIP Program
Roadside Assistance
Vintage Program
Option Transit

Motorcycle Insurance
Snowmobile Insurance
ATV Insurance
Camping Trailer Insurance
Boat Insurance
Watercraft Insurance

Critical Illness Insurance
Wage Loss Insurance
Life Insurance
Mortgage Insurance
Key Person Insurance
Disability Buy-Out Insurance

Condominium Insurance
Seasonal Residence Insurance
Tenants Insurance
Self-Employed Worker Insurance
Items of Special Value Insurance
My Home and Me

SME Insurance
Farm Insurance
Bonding insurance
Construction Insurance
Fleet and Vehicles Insurance
Real Estate Insurance

Siège social
ASSURANCES GROUPE VÉZINA
999, boul. Saint-Martin Ouest,
Laval, Québec H7S 1M5
info@groupevezina.com

T : 450.663.6880
    1.800.360.6880
F: 1.888.874.6134

Saint-Jérôme
995, rue Maher, suite 402,
Saint-Jérôme, Québec
J5L 0A8 
info@groupevezina.com
T : 450.436.2922
1.800.360.6880
F: 1.888.874.6134
Mont-Tremblant
VÉZINA, SÉGUIN & ASSOCIÉS
504, rue Charbonneau,
Mont-Tremblant, Québec
J8E 3H4 
info@vezinaseguin.com
T : 819.425.8767
1.888.525.8767
F: 819.425.5682
Pierrefonds
4999, boul. St-Charles, bureau 205, Ste-Geneviève, Québec H9H 3M8
info@groupevezina.com

T : 514.626.4351
     1.800.360.6880
F: 1.888.874.6134

Sainte-Anne-des-Plaines
479, boul. Sainte-Anne,
bureau 204
Sainte-Anne-des-Plaines, Québec J0N 1H0
info@groupevezina.com
T :  450.478.6006
1.800.360.6880
F: 1.888.874.6134

1 800 360-6880

Opening Hours
Du lundi au vendredi
de 8h30 à 16h30
Assurances Groupe Vézina logo BNI