Complaint Resolution Process – Quebec

Chubb* is recognized globally for its exceptional products and services. We want to ensure that any consumer complaints about our products, services, or conduct are addressed fairly and efficiently. Chubb takes complaints seriously and is dedicated to resolving any complaint to the best of its ability to maintain customer confidence and loyalty.

Application & Purpose of the Policy

This Policy applies to customers resident in Quebec. The purpose of this Policy is to establish a fair and efficient procedure to allow customers to voice their complaints and the company an opportunity to resolve those complaints or explain their practices or decisions or that of its representatives where the complaint cannot be resolved. It outlines the process that Chubb has implemented for receiving and acknowledging receipt of complaints, conducting a review, and providing a final response. The Policy informs complainants of their right to request assistance in filing a complaint, and their right to request the transfer of their complaint file to the Autorité des Marchés Financiers (“AMF”) for examination.

Definition of a Complaint

A complaint means any reproach or dissatisfaction in respect of a service or product offered by Chubb or a third-party representative acting on its behalf made by a customer and where a final response is expected.

Individuals Responsible for Applying this Policy

The Chief Complaints Officer (the “CCO”) at Chubb is responsible for implementing this Policy.

The CCO ensures that Chubb and its third parties representatives acting on its behalf has implemented the necessary processes and procedures to ensure it complies with the Policy. Additionally, the CCO is responsible for transferring complaint files to the Autorité des Marchés Financiers (AMF) upon the complainant's request.

Employees are responsible to receive, acknowledge, review and respond to complaints according to this Policy, under the supervision of the CCO.

Overview of the Complaint Escalation Process

There are 3 steps to resolving your complaint:
Step 1: Attempt to Resolve Directly with Front-Line Staff
Step 2: Escalate to Management for Final Decision
Step 3: Transfer to the AMF

Step 1: Attempt to Resolve Directly with Front-Line Staff

If you have a complaint, your first step should be to contact the Chubb representative who originally assisted you. This may be a Chubb employee or a third-party representative acting on Chubb’s behalf. It is often the case that a resolution can be reached faster when you speak directly with the person directly responsible for handling your business. If you are represented by a broker, you may wish to involve them at this stage. Your broker works for you and can make a complaint on your behalf. In this case, we will correspond with your broker on your complaint, who will be considered by Chubb to be acting on your behalf.

Chubb's employees are knowledgeable and experienced and will be able to answer your questions, explain decisions, or suggest a possible resolution. When making a complaint, explain your complaint, how the practice or decision has caused your harm or may cause you harm in the future, and how you would like the matter resolved. The person handling the complaint will send you a letter within one (1) business day to acknowledge receipt of the complaint. The person will attempt to resolve it within twenty (20) days of receipt of the complaint.

Step 2: Escalate to Management for Final Decision

If a complaint cannot be resolved within twenty (20) days of receipt, the front-line employee or third-party representative will escalate it to Chubb’s management team. This will be the department that has authority and makes decisions about the subject matter of the complaint.

The manager handling the complaint will send you a letter within one (1) business day to acknowledge receipt of the escalated complaint. They will provide you with a final position within sixty (60) days of initial receipt of your complaint. The final position will provide a final position offering a resolution or explaining our practices or decision if a resolution is not offered.

If, in certain cases warranted by exceptional circumstances or circumstances beyond Chubb’s control, the complaint cannot be addressed within this time period, the manage may extend the response up to a further thirty (30) days, in which case you will be advised as to the reasons for the delay and told when you can expect a response. These circumstances are limited but may include delays in obtaining information from a third party, issues with cooperation from involved parties, and complex complaints that necessitate a more detailed investigation.

Step 3: Transfer to the AMF

If you remain dissatisfied with our final position, or our complaints process at any time, you may ask the manager handling your claim or our Chief Complaints Officer to transfer your file to the Autorite des Marches Financiers.

A complaint may be validly filed using the complaint form available on the Authority’s website: https://lautorite.qc.ca/en/general-public/assistance-and-complaints/making-a-complaint

The Autorite des Marches Financiers may be contacted at:
Autorité des Marches financiers
Place de la Cite, tour Cominar
2640, boulevard Laurier, bureau 400
Quebec, Québec G1V 5C1
800, square Victoria, 22e etage
C.P. 246, tour de la Bourse Montreal, Quebec H4Z 1G3

Telephone, Quebec City: 418-525-0337
Telephone, Montreal: 514-395-0337
Toll Free Telephone: 1-877-525-0337

http://www.lautorite.qc.ca/en/index.html

Contact Us

If you would like to make or escalate a complaint and do not know who to contact, or if you have any questions or comments about this policy, please do not hesitate to contact us at:

Attn: Quebec Complaints Office
1250 Rene-Levesque Blvd. West
Montreal, Quebec, H3B 4W8
plaintesquebec@chubb.com

*Chubb includes Chubb Insurance Company of Canada, Chubb Life Insurance Company of Canada, and the following affiliated company the Canadian branch of Federal Insurance Company.