We are committed to responding to every complaint:
Quickly
Thoroughly
Transparently
Do not hesitate to contact us. When you take the time to file a complaint, you are giving us a second chance to make things right, as well as helping us:
- get to know our clients and their needs better,
- improve our products and services,
- prevent dissatisfaction in the future, and
- build a long-term relationship of trust with our clients.
How do I file a complaint?
First, get in touch with the department that served you.
Start by talking to the employee who served you.
If necessary, you can contact our Customer Service, who will be happy to assist you.
If you are not satisfied with the answer and wish to speak to the department supervisor, do not hesitate to say so.
If you are dissatisfied because your claim for Disability Insurance, Critical Illness Insurance or Life Insurance was declined, please note that you may appeal the decision rather than file a complaint. When a claim is declined, you letter of refusal will show which documents you need to provide to appeal the decision.
If you are not satisfied with the answer given by the department in question, you can file a complaint with Humania's Complaints Officer.
Here is the contact information for Humania's Complaints Officer:
M. Marc Peliel
President and Chief Executive Officer
Humania Assurance
1555 Girouard Street West
St-Hyacinthe, Quebec J2S 2Z6
It is preferable that you file a written complaint, with the word "Complaint" at the top of your letter, or using the complaint form.
Ms. Marie-Kim Larouche, Compliance Advisor, is available to help you file your complaint and inform you of your options for seeking a fair solution. You can call her at 1 800 363-1334, ext. 479 or email her at marie-kim.larouche@humania.ca.
If you are not satisfied with the answer provided by Humania Assurance's Complaints Officer, you can ask to have an outside organization review your case.
The following can review your complaint:
- In Quebec, the Autorité des marchés financiers (AMF);
- Elsewhere in Canada, the OmbudService for Life & Health Insurance (OLHI).
You must obtain an answer from Humania's Complaints Officer before for one of these organizations will review your case.
Remember, you are entitled to the following:
- to be informed of the measures taken to resolve your issue and how long it should take;
- to know the exact reasons for any decision affecting you;
- to obtain help from the Compliance Department to file your complaint.