Beneva 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 Beneva is handled in a standard, efficient and impartial manner.
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.
Alberta
Office of the Superintendent of Insurance
Phone:780 427-9722
Website (This hyperlink will open in a new tab).
Nunavut
Office of the Superintendent of Insurance
Phone:867 975-6852
Website (This hyperlink will open in a new tab).
British Columbia
Financial Services Authority
Phone:604 660-3555
Website (This hyperlink will open in a new tab).
Ontario
Financial Services Regulatory Authority of Ontario
Phone:1 800 668-0128
Website(This hyperlink will open in a new tab).
Prince Edward Island
Office of the Superintendent of Insurance
Phone:902 368-4550
Website(This hyperlink will open in a new tab).
Quebec
Autorité des marchés financiers
Phone:1 877 535-0337
Website(This hyperlink will open in a new tab).
Manitoba
Office of the Superintendent of Financial Institutions
Phone:204 945-2542
Website(This hyperlink will open in a new tab).
Saskatchewan
Financial and Consumer Affairs Authority of Saskatchewan
Phone:306 787-2953
Website(This hyperlink will open in a new tab).
Nova Scotia
Nova Scotia Department of Finance - Insurance
Phone:902 424-4987
Website(This hyperlink will open in a new tab).
Newfoundland and Labrador
Consumer and Financial Services Division
Phone:709 729-4909
Website(This hyperlink will open in a new tab).
New Brunswick
Financial and Consumer Services Commission
Phone:1 866 933-2222
Website(This hyperlink will open in a new tab).
Northwest Territories
Office of the Superintendent of Insurance
Phone:867 767-9174
Website(This hyperlink will open in a new tab).
Yukon
Office of the Superintendent of Insurance
Write to: [email protected]