Complaint handling policy
Prysm General Insurance is committed to ensuring that the complaints it receives regarding the products and services it provides or distributes are handled fairly in accordance with this policy.
PURPOSE OF THE POLICY
This policy describes the process implemented by Prysm General Insurance to:
- Handle and resolve complaints
- Forward complaints that cannot be resolved to a regulatory or external complaints body
WHAT IS A COMPLAINT?
A complaint is a dissatisfaction or dispute regarding a product or service provided or distributed by Prysm General Insurance. A complaint must:
- Be made in writing
- Detail the dissatisfaction or dispute
- Require a solution or remedy
FIRST STEP: DISCUSS THE PROBLEM
If you are dissatisfied with a product or service, you must first:
- Contact the firm that sold the product or service, if applicable. Their contact information can be found on the product documentation.
- Contact Customer Service or the Complaints Department for the product or service.
This first step, although unofficial, may allow you to obtain the information or assistance to resolve the dissatisfaction or dispute.
SECOND STEP: CONTACT US IN WRITING
If after attempting to resolve the dissatisfaction or dispute informally, you are still not satisfied and wish to file a complaint, you must contact us in writing. We will acknowledge receipt of your complaint and reply to you in writing.
THIRD STEP: CONTACT THE COMPLAINTS OFFICER IN WRITING
If after receiving a written response, your complaint has still not been resolved, you can forward your complaint to:
Prysm General Insurance Inc.
801 Grande Allée West
Quebec City, Quebec G1S 1C1
Send an email
The Complaints Officer is responsible for the administration of this Policy. His or her main responsibility is to ensure that complaints received by Prysm General Insurance are handled in compliance with this policy.
The Complaints Officer also represents the company in dealings with the various regulatory bodies to which Prysm General Insurance reports with respect to complaint and dispute resolution. The Complaints Officer may also designate an alternate complaints officer to receive, analyze and respond to complaints. Any decision taken by this officer is considered a final decision of the Complaints Officer.
The Complaints Officer must also report on complaints received by regulatory or external complaints bodies.
WHAT HAPPENS WHEN YOU FILE A COMPLAINT WITH THE COMPLAINTS OFFICER?
Receipt of the complaint
Upon receipt of your complaint, the Complaints Officer will ensure that it has been handled in accordance with the process outlined in this policy. If your complaint has not been handled in accordance with the process outlined in this policy, the Complaints Officer will redirect the complaint to the proper party to ensure that the established process is followed.
If your complaint has been handled in accordance with the process outlined in this policy, the Complaints Officer will confirm receipt within five business days of opening the file. Additional information may be requested from the complainant.
Investigation and response to the complaint
The Complaints Officer gathers the facts relating to the complaint and analyzes them thoroughly to ensure the complaint is handled fairly.
During the investigation, the Complaints Officer may request additional documentation and contact parties with information or knowledge of certain facts relating to the complaint.
After receiving all the documentation and/or information needed for analysis, a final decision will be made within a reasonable timeframe and sent to the complainant.
TRANSFER TO A REGULATORY AUTHORITY
Complainants dissatisfied with the Complaints Officer’s final decision or with the actual handling of their complaint may ask to have their file forwarded to a regulatory authority with the proper jurisdiction.
The complaints file includes the complainant’s written request, supporting documentation, confirmation of receipt of the complaint, and any documentation and/or information the Complaints Officer used to reach a final decision, as well as a copy of the final decision.
When issuing a final decision, the Complaints Officer will notify complainants of the regulatory authorities with proper jurisdiction to which they could request that their complaints file be transferred.
This policy will be reviewed every two years by Prysm General Insurance.Last updated: January 2016