Complaint Handling and Dispute Resolution Process

Last update : 2022-01-17

Beneva has adopted a procedure for handling issues and complaints to offer quality service in compliance with applicable complaint handling rules. This procedure ensures that client’s issues and complaints concerning a product or a service offered by Beneva are handled in a standard, efficient and impartial manner.

Serving you better

Customer satisfaction is a priority for Beneva. And that is precisely why we are making available our Complaint Handling and Dispute Resolution Process.

What is a complaint?

A complaint may be the expression, from clients, of one of the following three elements:

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

Easy and straightforward

Step 1 – Express your dissatisfaction

If you have questions, comments or if you wish to make known your dissatisfaction regarding a Beneva product or service, start by contacting the representative you normally deal with or contact Beneva’s Customer Service team directly. For more details, refer to the following page on our website: Contact us

Step 2 – Request a review

If you feel that you have not obtained a satisfactory answer in the previous step, you can request a review of the decision. Your request will then be escalated to a person at a higher level who will analyze the situation and contact you.

In most cases, issues are resolved at this stage. However, this was not the case and you want to make a complaint, follow the instructions in the next step.

Step 3 - Complaint

If for a particular reason your request has not been resolved in the previous steps, your request will be processed by the complaints officer.
To file a complaint, you may:

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
625, Jacques-Parizeau St.
Quebec City Qc G1R 2G5

The Complaints Officer will then take charge of your complaint. A complaint file will be opened, and you will receive an acknowledgement of receipt within 10 days after the complaint is registered in the complaints register. The Complaints Officer will study your request and send you a final written decision within 30 business days following receipt of all information required to handle your request.

Other options

If your complaint has not been resolved to your satisfaction, you may have access to the following organizations to review it.

Autorité des marchés financiers

In Quebec, regulatory supervision of property and casualty insurance companies is the responsibility of the Autorité des marchés financiers. If you are not satisfied with the examination or the outcome of your complaint, you can request that your file be transferred to the Autorité des marchés financiers.

For more information regarding the Autorité des marchés financiers or to determine if your complaint falls within its mandate, visit its website at www.lautorite.qc.ca or call toll free at 1 877 525-0337.

Ombudservice for life and health insurance (OLHI)

At any time during the process, you may contact the Ombudservice for Life and Health Insurance (OLHI) for a complaint or an inquiry regarding life and health insurance products including life, disability, travel insurance and investment products.

For more information regarding OLHI or to determine if your complaint falls within its mandate, visit its website at www.olhi.ca or call toll free Canada 1 888 295-8112, toll free Quebec 1 866 582-2088 or visit their website at www.olhi.ca.

General insurance ombudservice (GIO)

Should you want further assistance with your complaint about property, automobile or business insurance, you may contact The General Insurance OmbudService (GIO). The GIO is a Canada-wide external independent body that can assist consumers with most disputes involving complaints that they have been unable to resolve with their insurer. For more information regarding the GIO or to determine if your complaint falls within its mandate, visit its website at www.giocanada.org or call toll free, 1 877 225-0446.

Financial services regulators

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

 

 

Alberta

Superintendent of Insurance
1 780 427-9722
www.finance.gov.ab.ca 

New Brunswick  

Superintendent of Insurance  
1 866 933-2222
www.fcnb.ca 

British Columbia

Financial Services Authority
1 604 660-3555
www.bcfsa.ca

Ontario

Financial Services Regulatory Authority of Ontario
1 800 668-0128
www.fsrao.ca

Prince Edward Island

Superintendent of Insurance  
1 902 368-4550
www.princeedwardisland.ca

Quebec

Autorité des marchés financiers
1 877 535-0337
www.lautorite.qc.ca

Manitoba

Superintendent of Financial Institutions
1 204 945-2542
www.mbfinancialinstitutions.ca

Saskatchewan

Superintendent of Insurance
1 306 787-2953
www.fcaa.gov.sk.ca

Nova Scotia

Superintendent of Insurance
1 902 424-4987
www.gov.ns.ca

Newfoundland and Labrador

Superintendent of Insurance
1 709 729-4909
www.gov.nl.ca

Northwest Territories

Superintendent of Insurance
1 867 767-9174
www.fin.gov.nt.ca

Nunavut

Superintendent of Insurance
1 867 975-6852
www.gov.nu.ca

Yukon

Superintendent of Insurance
[email protected]