Complaints policy

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.

  1. 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.
  2. 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.
  3. 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.
  4. 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:

  1. By email:
    plaintes@bac-quebec.qc.ca
  2. By mail:
    Complaints Liaison Officer
    Insurance Bureau of Canada
    1981 McGill College Avenue, Suite 620
    Montréal, Québec H3A 2Y1