To provide better service and make sure that all complaints are dealt with fairly and equitably, the Insurance Bureau of Canada’s Quebec branch (BAC-Québec) has established a Complaints Policy.
- If you have a complaint about a service provided by BAC-Québec, you should first discuss it with the person you dealt with initially, or with an Insurance Information Centre agent.
- If, having done this, you feel you have not received a satisfactory response, your file will be transferred to a manager who will assess the situation and contact you if necessary.
- In most cases, issues are resolved during the first two steps. However, if you are still not satisfied with the way your complaint has been handled, you can send a written complaint to the IBC Complaints Liaison Officer.
- In response to your written complaint, the Complaints Liaison Officer will conduct an impartial assessment of your file. If necessary, you will be contacted to provide additional details about your complaint. A final written decision will be issued within 30 working days of receipt of all documents and information required to assess your file.
To file a written complaint
Please include the following information in your written complaint:
- Your first name
- Your last name
- Your mailing address
- A telephone number where you can be reached
- Your email address
- A description of your complaint
You can send your complaint in one of two ways:
- By email:
- By mail:
Complaints Liaison Officer
Insurance Bureau of Canada
1981 McGill College Avenue, Suite 620
Montréal, Québec H3A 2Y1