Complaint Process
You have a complaint?
How to file a complaint
To file a complaint, please send an email to satisfaction@gosselinassurances.ca or call at 1 866 961-3553 ext. 224.
Complaint Handling Policy
Summary of the Complaints and Disputes Policy
The following is a summary of the Firm's Complaints and Dispute Handling Policy. The full version is available upon request.
Purpose of the Policy
The purpose of this complaint and dispute handling policy is to set up a free, simple and fair procedure to deal with them and process them as quickly as possible.
Its purpose is to identify the person responsible for processing, to provide a framework for the receipt and processing of complaints and, where applicable, the forwarding of the file to the Autorité des marchés financiers, hereinafter referred to as the "AMF".
Also, the policy applies regardless of the nature of the activities that generate a complaint or dispute, whether it is for management activities in general, the distribution of insurance products or services or the protection of personal information.
Person responsible
The person responsible for the application of this policy is Catherine Jonker, Director of personal line Insurance.
Within the framework of the policy, its functions include the following:
- Send an acknowledgement of receipt to the complainant within 10 business days of receipt of a complaint.
- Conduct the analysis of disputes and complaints within a reasonable period (note that the responsible person may delegate this task while supervising it).
- Decide on the conclusion of the analysis and inform the complainant.
- Forward the file to the AMF at the complainant's request.
- Maintain a register of complaints.
- Report complaints to the AMF through the system provided for this purpose.
How to submit a complaint
A consumer or customer who wishes to file a complaint may do so, verbally or in writing, by contacting the person responsible:
- By mail: Gosselin Courtiers d'assurances, 2121 Ridge Road, Huntingdon, QC J0S 1H0
- By phone: 450 264-3553 ext. 224
- By email: satisfaction@gosselinassurances.ca
Consumers or clients may also use the form that the AMF makes available:
If necessary, the person in charge may help in formulating the complaint.
Handling a complaint
For the purposes of this policy, a complaint is the expression, verbal or written, of any reproach or dissatisfaction with a service or product offered by the Firm, communicated to it by a person who is a member of its clientele and for which a final response is expected, for example by confirming the implementation of measures to remedy this.
The following requests and disclosures do not constitute a complaint:
(1) A request for information or documents made in respect of a product or service offered.
(2) A request for access to or correction made in accordance with the Act respecting the protection of personal information in the private sector (chapter P-39.1).
(3) A claim for indemnity or any other insurance claim.
(4) An application for the correction of a calculation or clerical error.
(5) The communication of a comment or feedback.
Upon receipt of a complaint, the person responsible for handling complaints will send an acknowledgement of receipt to the complainant within 10 business days of receipt of the complaint.
A fair, objective, impartial and interest-based analysis will be conducted within a reasonable period, which should not exceed 60 business days, following receipt of the complaint and the information necessary for its analysis. A final written response will be sent, within this delay, to the complainant to inform him of the result of the analysis.
In the case of a complaint where circumstances beyond our control or exceptional circumstances arise or the complaint is complex to analyze, an additional period (not exceeding 30 days) may be necessary. In the latter case, the person analyzing the complaint must notify the client in writing no later than the date on which the response was to be provided.
In the case of an incomplete complaint, a notice with a request for additional information will be sent to the complainant. The latter will have to provide the necessary information before the analysis of the file can resume or continue.
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Transmission to the authority
If the complainant is not satisfied with the outcome of the complaint or the handling itself, the complainant may ask the person responsible to transfer the complaint file to the AMF.
Address to be used for the transfer:
AUTORITÉ DES MARCHÉS FINANCIERS
Place de la Cité, tour Cominar
2640 boulevard Laurier, bureau 400
Québec (Québec) G1V 5C1
The file transferred to the AMF must consist of all the documents relating to the complaint.
The transfer must be made to the AMF within 15 days of the complainant's request.
Link to the AMF form (French version):
Effective date of policy: July 2025
[summary] The complete version of the policy will be provided to the enforcement officer upon request.
