Step 1: Your Advisor
First, contact the advisor whose name appears on your insurance contract and in general correspondence received from UV Insurance. They will provide you with all the information concerning your insurance contract.
Should you want to file a complaint about the services provided by your financial security advisor, please get in touch with the Chambre de la sécurité financière and fill out the Request for Inquiry for Consumers Form concerning a representative who is a member of the Chambre de la sécurité financière:
Chambre de la sécurité financière
Syndic
300, Léo-Pariseau Street, 26th floor
Montréal (Québec) H2X 4B8
Phone: 514-282-5777
Toll-free: 1-800-361-9989
Fax: 514-282-2225
www.chambresf.com
Step 2: Customer Service
If you have not received a suitable response regarding the processing of your file after Step 1, please reach out to one of our customer service agents, who are dedicated to assisting you.
Business hours:
Monday to Thursday, 8:30 a.m. to 5 p.m. (Eastern time)
Friday, 8:30 a.m. to 4 p.m. (Eastern time)
Individual insurance and investment:
Toll-free: 1-800-567-0988, option 1
Group insurance:
Toll-free: 1-800-567-0988
Administration department: poste 2076
Disability department: poste 2077
Claims department: poste 2074
Step 3: Complaints Manager
If your issue remains unresolved, please write to our Complaints Manager, who will carefully review your case with the utmost confidentiality.
A complaint is also valid when the complaint form on the Autorité des marchés’s financiers website is used.
Please note that you can receive support in formulating your complaint.
UV Insurance will acknowledge your complaint within five (5) business days of receiving it. We will process it within a reasonable timeframe, typically within thirty (30) business days after receiving all necessary information. Once reviewed, you will receive a final written response explaining our decision.
If you have any questions, please write to us.
UV Insurance
Attn: Complaints Manager
1990, Jean-Berchmans-Michaud Street,
Drummondville (Québec)
J2C 7G7
Step 4: Regulation Authorities
If the problem persists after following all the steps listed above, please send a written request to the OmbudService for Life and & Health insurance (OLHI).
OmbudService for Life and & Health insurance (OLHI)
Phone: 1-866-582-2088
www.olhi.ca
If you are a Quebec resident, you can request your file to be transferred to the Autorité des marchés financiers (AMF)
Autorité des marchés financiers
Place de la Cité, tour Cominar
2640, boulevard Laurier, suite 400
Québec (Québec) G1V 5C1
Québec: 418-525-0337
Montréal: 514-395-0337
Toll-free: 1-877 525-0337
Email: [email protected]
If you are a resident of Ontario, you can reach out to the Financial Services Regulatory Authority of Ontario (FSRA):
Financial Services Regulatory Authority of Ontario (FSRA)
5160, Yonge Street, 16th floor
Toronto (Ontario) M2N 6L9
Phone: 416-250-7250
Toll-free: 1-800-668-0128
Email: [email protected]