How do I file a complaint?
In case of dissatisfaction, start by getting in touch with:
Mrs Sylvie Chartrand
Director of operations:
1705-625, Avenue du President-Kennedy
Montreal (Qc) H3A 1K2
If you are not satisfied with her response, you can contact our Complaints officer to make a formal complaint:
Mr. Jean-Benoît Forgues
Assistant Vice President, Legal Affairs and Compliance
1705-625, Avenue President-Kennedy
Montreal (Québec) H3A 1K2
Telephone: 1-800-363-1334 ext. 263
Montreal: 514-485-1334, ext. 307
The complaint must be filed in writing.
If you need help filing your complaint, you may call Ms. Marie-Kim Larouche, Legal advisor, at 1-800-363-1334 ext. 479.
Any complaint made in writing to our Complaints officer will be recorded in Matcha Insurance’s complaints registry if it includes at least one of the following:
- A reproach against Matcha Insurance;
- The identification of real or potential harm that a consumer has sustained or may sustain; or
- A request for remedial action.
A complaint file is opened for each complaint. The file includes all of the documents required to assess your complaint.