This policy presents the complaint handling and dispute resolution process at Protecto Assurances. It explains how we ensure the fair handling of complaints submitted to us regarding the products and services we offer.
Before Filing a Complaint, Contact Us
Contact by phone the financial security advisor or other Protecto Assurances representative who served you, to share your comments or any dissatisfaction. You will find their contact information in the documentation provided when you purchased or enrolled in the product or service concerned. If you cannot find their contact information, call us at 1 844 776-6500.
Definition of a Complaint
A complaint within the meaning of this policy is a statement from a client expressing at least one of the following three elements:
- A reproach against Protecto Assurances or against one of our financial security advisors.
- The identification of potential or actual harm that the client has suffered or may suffer;
- A request for corrective action.
An informal step taken to have a particular problem corrected does not constitute a complaint, provided the problem is resolved in the normal course of our activities without the client having filed a complaint.
Complaints Officer
The complaints officer is Mr. Anton Levchenko. He ensures that every complaint received from you is handled in accordance with this policy and acts as the respondent with the Autorité des marchés financiers.
1. Submitting Your Complaint to the Complaints Officer
Your complaint must be submitted in writing by mail or by email to the following address:
Mr. Anton Levchenko Services Financiers Protecto Inc. 3755-E Boul Matte Brossard, Québec, J4Y 2P4 [email protected]
2. Receipt of Your Complaint
Upon receipt, your complaint will be taken over by our complaint handling officer, who will record it in the complaints register and acknowledge receipt within 10 days.
In certain situations where additional information is required, we will also send you a request for further information, to which we will ask you to respond within 10 business days, failing which your complaint will be deemed abandoned.
3. Handling of Your Complaint
Your complaint will undergo a thorough analysis during which the complaint handling officer will gather the facts specific to your file.
At the end of this analysis, you will receive a written, reasoned response within a reasonable time.
4. Transfer of Your Complaint File
If you are not satisfied with the handling of your complaint or the final decision rendered following its handling, you may ask us to transfer your complaint file to the Autorité des marchés financiers.
We will then transfer your complaint file, including the aforementioned documents, subject to applicable personal information protection rules.