In accordance with its obligations, Pro Spect insurance has adopted a complait review policy.
The Policy's purpose is to ensure that any complaint filed by a dissatisfied consumer is dealt with fairly and at no cost.
At Pro Spect insurance, we believe that client complaints are important and that our duty is to deal with any expressed dissatisfaction promptly and courteously.
If you are dissatisfied with a decision or the way in which your file was handled, you may proceed as follows:
If you are dissatisfied with a Company practice or a decision regarding you, you must contact :
Laval: 450-781-4404 #101
Quebec: 418-654-0646 #101
Other areas: 1 877 327-5557 #101
If, after the steps described above, you have still not received a satisfactory response at the operational level, you may file a formal complaint with the Complaints Officer. She will handle your complaint with impartiality.
Below is the contact information for Humania's Complaints Officer:
Me Adrien Legault
Chief Compliance Officer
Pro Vie insurances
1205, rue Ampère Bur. : 201
Boucherville (Québec) J4B 7M6
Telephone: 1 877 327-5557
A complaint must express at least one of the three following elemets, which persists despite beinf addressed at the relevant operational level in order to be considered a complaint within the meaning of the policy :
Please note that an initial expression of dissatisfaction, whether in writing or not, does not constitute a complaint. Nor is an informal step taken to correct a specific problem a complaint, to the extent that the problem in question is dealt with in the process of regular operations. Does not qualify as a complaint for the present policy, a complaint directed toward a person or an entity that have the obligation to review such complaint themselves. However, rest assured that Pro Spect insurance will provide its entire collaboration in such procedure.
Your complaint must be made in writing, and "Complaint" must be written at the top of your letter; alternatively, you may use the downloadable complaint form (see link at the bottom for this page).
Provide your contact information (address and telephone numbers) and describe the reason for your complaint, the steps you have taken, and the response you received.
Explain your arguments and identify the solution you are seeking.
Upon receiving a client's formal complaint, the file is remitted to the Complaints Officer.
The Complaints Officer will ensure that the Company's decision and the bases for it are communicated to you in writing.
If an offer is made to you, the offer must be clearly expressed in the letter, along with the time limit for accepting or refusing the offer. Otherwise, you will be deemed to have refused the offer and it will be withdrawn permanently.
If you are still dissatisfied with the process or your answer, you can ask our Complaints Officer to send a copy of your file to:
The client may exercise this right only upon expiry of the period identified for obtaining a final answer, not to exceed a period of one year from the date that answer is received.
A complaint registry has been created for the purposes of applying the Policy. The Complaints Officer records and updates the information concerning complaints that meet the definition of that word.
The Complaints Officer files a quarterly complaints report to the regulatory authorities.
This Policy was revised on May, 2014.