Filing a Complaint

What is a complaint?

You can file a complaint verbally or in writing. Your complaint must meet the following conditions:

• It expresses dissatisfaction or criticism with the services or products offered by the financial intermediary or institution
• It is communicated directly to the financial intermediary or institution by one of its customers
• It includes an expectation, explicit or implied, that action will be taken by the financial intermediary or financial institution to resolve the situation

How do I file a complaint?

1. First, contact the department that served you. You can usually find the department or employee’s contact details on the documents you received. If you cannot find the information or are unsure who to contact, reach out to our customer service agents at one of the phone numbers below:
   

   Customer service	Saint-Hyacinthe	Montreal	Other regions
   Group insurance:	450-773-7236	514-485-7236	1-800-818-7236
   Individual insurance:	450-773-7170	514-489-8404	1-800-773-8404

2. If you are not satisfied with the department’s response, you can escalate your complaint to Humania’s Complaints Officer:
   

   Mr. Jean-Benoît Forgues

   Vice President, Legal Affairs and Compliance

   Humania Assurance Inc.
   1555 Girouard Street West, Saint-Hyacinthe, Quebec J2S 2Z6

   Email: conformite@humania.ca

   Phone: 1-800-363-1334 ext. 263

3. If you need help drafting your complaint, please do not hesitate to contact us at conformite@humania.ca and include the details of your request. The complaint form is also available to you.

How will my complaint be handled?

Opening the file

Humania reviews every complaint objectively, and always considers your interests. The complaint process is simple and free.

A dedicated file is created for each complaint. This file contains all documents relevant to the investigation.

Acknowledgement of receipt

Within 10 days of receiving your complaint, Humania must confirm receipt in writing and inform you of your right to have your file reviewed by the Autorité des marchés financiers.

If the complaint follows the simplified process, this acknowledgement may be given verbally.

Simplified process

In certain cases, Humania may opt to resolve the complaint through a simplified process as described below. This applies to complaints for which a satisfactory response can be provided to you within 20 days.

The simplified complaint process is less formal and may take place verbally over the phone with one of our staff members.

If Humania is unable to provide a response within 20 days, we must send you a written notice and the complaint must be handled through the standard process.

Standard process

Humania must provide a final written response, with reasons, within 60 days of receiving your complaint. If exceptional or uncontrollable circumstances apply, the response period may be extended to 90 days.

Transfer to regulatory authority

If you are not satisfied after completing Humania’s complaint process, you may ask the Complaints Officer to transfer your file to one of the following external authorities:

1. In Quebec, to the l’Autorité des marchés financiers (AMF)
2. Elsewhere in Canada, to OmbudService for Life and Health Insurance (OLHI)

How are complaints reported to the regulatory authorities?

All complaints are recorded in a register that Humania keeps up to date.

The Complaints Officer reports annually to regulatory authorities about any complaints received throughout the year.