Complaint Handling and Conflict Resolution Policy
Our Complaint Handling and Dispute Resolution Policy is to establish a procedure that is fair and free of charge to our clients to ensure that complaints received by SYNEX INSURANCE, hereinafter referred to as "the firm," are handled appropriately.
Our firm is committed to addressing any dissatisfaction communicated by its clients with the goal of ensuring client satisfaction while complying with the legal framework to which our firm is subject.
1. DEFINITION
A complaint is a grievance or dissatisfaction regarding our services or a product we offer. It is submitted by a client who expects the firm to take action to resolve it.
Certain communications are NOT considered complaints:
• A request for information or a document regarding a product or service offered;
• A claim for compensation or an insurance claim;
• A request to correct an administrative error, such as a mistake in transcribing information or in calculating an amount owed;
• A request to access or modify personal information;
• A comment or remark about us.
For example, when you request a refund or ask us to take action to resolve the situation that led to the complaint.
2. COMPLAINT HANDLING PROCESS
HOW TO FILE A COMPLAINT?
You can file a complaint by contacting us using the method that suits you best.
To reach us:
Phone: 1-866-321-2233
Email: [email protected]
Mailing Address: 2828 Laurier Blvd, Suite 1300, Québec, QC G1V 0B9
Our offices are open Monday to Friday, from 8:30 a.m. to 4:30 p.m.
Questions? Contact us to learn more about how we handle complaints.
You may also complete the complaint form provided by the Autorité des marchés financiers (AMF), and we remain available to assist you.
AMF Complaint Form
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STEPS IN THE COMPLAINT HANDLING PROCESS
Synex Insurance and its partner firms may handle certain complaints through a simplified process, which is explained later in this policy. If your complaint cannot be resolved through this process, or if its nature or complexity requires a more detailed review, it will be handled according to the following steps:
1) Receipt of the Complaint
Within 10 days of receiving your complaint, you will receive an acknowledgment of receipt.
If the complaint is incomplete, you will receive a notice requesting additional information. You must respond within 10 business days, failing which the complaint will be considered abandoned.
2) Complaint Analysis
We will analyze your complaint to fully understand your expectations. To avoid delays, your cooperation may be required if we contact you for additional necessary information.
3) Final Written Response
Within 60 days of receiving your complaint, you will receive a final written response explaining:
• How your complaint was analyzed;
• The elements considered in reaching our conclusion;
• And, if applicable, the proposed solution to resolve your complaint.
*Extension of the timeframe
If your complaint is complex or requires more time to process, Synex Insurance will notify you in writing, specifying the reasons for an extension of up to 30 additional days.
4) Evaluation of the Offer and Complaint Resolution
We invite you to carefully review our final response.
Synex Assurance and its partner firms must receive your reply within 30 days, unless you request a reasonable extension in writing. You may respond with:
• Acceptance of the offer;
• Rejection of the offer;
• A counter-offer.
Once an agreement is reached, Synex Insurance will implement the resolution within 30 days unless a different timeframe is agreed upon for your benefit.
If Synex Insurance does not receive a response or follow-up from you within the established timeframes, your complaint file may be closed.
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COMPLAINT FILE MANAGEMENT RULES
Each complaint must be documented in a separate file, which must include all relevant information and documents necessary for its processing.
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TRANSMISSION OF THE FILE TO AMF
If you are not satisfied with the final decision or the handling of your complaint, you may request at any time that the file be transferred to Autorité des marchés financiers. The transferred file will include all information related to the complaint. We are required to send your complaint file to the Autorité within 15 days of your request.
SIMPLIFIED COMPLAINT HANDLING PROCESS
We may resolve certain complaints through a simplified process. This applies to complaints for which we can offer:
• A satisfactory solution (acceptance of the solution or explanation);
• A resolution within 20 days;
• Handling by a member of our customer service team (e.g., during a phone call).
If we are unable to offer a solution or provide explanations that resolve your complaint through this simplified process, we will inform you in writing.
Your complaint will then be handled according to the detailed steps outlined above.
The time spent on the simplified process does not affect our commitment to provide a final written response within the prescribed timeframe.
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4. COMPLAINT OFFICER
The firm has appointed a Complaints Officer who ensures that Synex Assurance and its partner firms comply with applicable laws regarding complaint handling and dispute resolution.
The officer acts as the liaison with the Autorité des marchés financiers and is responsible for providing staff with all necessary information to comply with this policy and ensuring its proper implementation.
Initially, SYNEX INSURANCE and its partner firms encourage any complainant to contact their representative or customer service by email at: [email protected]
5. POLICY ADOPTION AND AMENDMENT
This Policy was adopted by Synex’s Executive Council and takes effect on its adoption date. It replaces all previous versions. The version history of the Policy is available upon request from the Complaint Handling and Dispute Resolution Officer.
The Officer is responsible for the Policy and its review. The Policy may be amended at Synex’s discretion to reflect changes in applicable requirements or practices and will be reviewed at least every three years.