Logo Matcha

CHOICE, ADVICE
AND TRANSPARENCY

Protection of personal information 

Responsibility

Matcha Assurance Inc. (“Matcha Assurance”) places an increased emphasis on protecting the personal information it collects in the course of its activities. To that end, Matcha Assurance has adopted a personal information protection policy to ensure a structured approach to the collection, retention, use, disclosure and destruction of personal information. As such, the person in charge of the protection of personal information must ensure that this policy is adhered to at all times and complies with all relevant legislation.

1. Personal Information

Personal information is any information which relates to a natural person and allows that person to be identified. This includes the name, age, sex, address, income, social insurance number, financial information and medical information.

2. Purpose of Collecting Information

Matcha Assurance collects only personal information that is needed to fulfill the specific purposes for which it was collected.

  • This personal information is primarily required for:
  • identification and identity verification;
  • reviewing eligibility for insurance products;
  • considering a claim;
  • the administrative processing of products and services.

3. Consent

Generally, your consent is required for the collection, use and disclosure of your personal information.

This consent must be manifest, free, informed and given for specific purposes. This consent can be given in a variety of formats (written, electronic, etc.).

Anyone who provides personal information is presumed to have consented to its use and disclosure for the purposes for which it was collected.

In some cases specifically provided for by law, consent is not required for the use and disclosure of your personal information, for example:

  • to comply with a court order;
  • to prevent, stop or detect fraud.

4. Use and Disclosure of Your Personal Information

4.1 Use of Your Personal Information

Matcha Assurance uses and discloses personal information collected only for the purposes for which it was collected, except when the individual consents, or as required or permitted by law.

4.2 Disclosure of Your Personal Information

In performing its duties, Matcha Assurance must disclose the personal information it holds to its agents, business partners or service providers in certain circumstances and subject to any legal requirements.

When transferring data, Matcha Assurance employs a process that ensures the protection, security and confidentiality of personal information by using channels to establish and support an effective encryption mechanism whenever possible.

Matcha Assurance takes the necessary steps to ensure that its agents and service providers use personal information only for the purposes for which it was collected and to protect its confidentiality.

5. Retention of Your Personal Information

Matcha Assurance retains the personal information in its possession only for as long as necessary for the purpose for which it was obtained, subject to the additional retention periods required by law.

In the course of its operations, Matcha Assurance may record and retain telephone calls and other means of correspondence in order to confirm its clients’ instructions, ensure the quality of its services and enable it to exercise, when necessary, its right to monitor the work performed by its employees.

6. Destruction of Your Personal Information

When the purposes for which the personal information was collected have been fulfilled, and at the end of the statutory retention period, Matcha Assurance securely destroys or anonymizes the personal information, which includes taking steps to prevent third-party access to the information.

7. Confidentiality and Security Measures

Matcha Assurance takes appropriate security measures to ensure the confidentiality of the personal information it holds and that its staff, agents, business partners and service providers take appropriate security measures to provide the same level of confidentiality and protection of personal information.

7.1 Storage Location

All personal information is stored in vaults with restricted access or is protected, including by electronic security systems, as appropriate.

7.2 Restricted Access

Access to personal information is strictly limited to authorized personnel, meaning only those persons whose access is necessary to fulfill their duties or mandate.

7.3 Security Program

Matcha Assurance ensures the security of its clients’ data by implementing data protection reinforced by physical and logical technical security measures to guarantee said data’s integrity, confidentiality and secure treatment.

8. Rights to Your Personal Information

8.1 Right Not to Provide Your Personal Information

At any time, you may withdraw your consent to the collection, use and disclosure of your personal information, subject to legal or contractual restrictions.

However, such a withdrawal could, for example, restrict access to insurance coverage, result in the refusal or termination of a claim, or cause any other similar situation to occur.

8.2 Right to Access and to Have Your Personal Information Rectified

Everyone has the right to ask Matcha Assurance for access to the information contained in their file or used byMatcha Assurance to make a decision.

In addition, anyone may challenge the accuracy and completeness of the personal information contained in their file and has the right to request that Matcha Assurance rectify that information.

Access or rectification requests can only be considered if it they are made in writing by a person justifying their identity as a person concerned, such as a representative, an heir, a successor of that person, an administrator of the estate, a life insurance beneficiary or a person having parental authority.

Matcha Assurance may refuse a request for access or rectification in cases provided for by law. In such cases, refusal is motivated by the provision of the applicable law, the remedies available and the period during which those remedies may be exercised. Upon request, Matcha Assurance assists the consumer in this process.

9. Complaints

Any person who feels that their rights have been infringed upon may file a privacy complaint with Matcha Assurance.

To file a complaint, follow the procedure available on our webpage at: https://matchainsurance.ca/complaints

If required, Matcha Assurance offers a toll-free service to assist consumers with drafting a complaint. Consumers may access this service by emailing Marie-Kim Larouche at: marie-kim.larouche@humania.ca.

10. Person in Charge of the Protection of Personal Information

If you have any questions or requests related to your personal information, please contact the person in charge of the protection of personal information and privacy at the following address:

Mr. Jean-Benoît Forgues
Assistant Vice President, Legal Affairs and Compliance
Humania Assurance Inc.
1555 Girouard Street West
Saint-Hyacinthe, QC J2S 2Z6
Email: jean-benoit.forgues@humania.ca
Telephone: 1-800-363-1334 ext. 263
or from Montreal: 514-485-1334, ext. 307
Fax: 1-844-773-4999

Mélanie Boisvert - Conseillère
Mélanie Boisvert
Financial Security Advisor

Known for placing people at the core of her priorities

Mélanie is a financial security advisor with over 25 years of experience in finance and insurance. She has training in financial planning and business administration. Mélanie has a reputation for quality work and for providing personalized service to her clients. She makes sure that the right coverage is available to insured clients, based on their unique profile. Mélanie provides impeccable customer service, remaining approachable and attentive to her clients’ needs. 

Today, as a financial services advisor for Matcha Insurance, her mission is to make every effort possible to obtain the best insurance coverage for you wherever you are, based on your needs and financial means. 

Laurent Goyette - Conseillers
Laurent Goyette
FINANCIAL SECURITY ADVISOR

Laurent’s proactive approach to finding the best insurance solution for each client and his sympathetic ear make him a trusted advisor.

Young and vibrant, Laurent has a mission to develop relationships of trust with his clients in the search for the best insurance of persons on the market.

Laurent listens to everyone’s needs and expectations and takes the time to explain all the intricacies of insurance policies in order to educate each of his clients about insurance.

Today, as a financial services advisor for Matcha Insurance, his mission is to make every effort possible to obtain the best insurance coverage for you wherever you are, based on your needs and financial means.

Karl Lenz Gravenhorst - Conseillers
Karl Lenz Gravenhorst
FINANCIAL SECURITY ADVISOR

With an ongoing commitment to protect the future of my clients through life’s uncertainties, I promise to guide and inform you with full transparency so that you are able to make the right decisions.

I am Karl Lenz Gravenhorst, a financial security advisor for Matcha Insurance, a Quebec-based financial services firm. As a financial security advisor since 2014, I have more than six years’ experience in the banking and financial services industries. I belong to that young generation of professionals who have developed a passion for working with people and an aptitude for clearly explaining at-times complex concepts.

My mission is to do the utmost to ensure you get the best insurance coverage, no matter where you are, based on your needs and your payment capacity.

Driss Labad - Conseillers
Driss Labad
Financial Security Advisor

With an ability to break things down in an easy-to-understand manner, Driss can clearly explain life and health insurance products and discuss their pros and cons.

With a master’s degree in computer science from the Université du Québec à Montréal and a bachelor’s degree in science, Driss has more than 15 years’ experience in the financial services industry. Before joining the Matcha Insurance team, he held various positions in the life and health insurance industry, particularly with Industrial Alliance and InfoPrimes as a financial advisor. Decoding an insurance policy and reading between the lines holds no secret for him. The more specific your needs, the more effective he can be.

Today, as a financial advisor for Matcha Insurance, his mission is to do the utmost to ensure you get the best insurance coverage, no matter where you are, based on your needs and your payment capacity.

Wahida Guellati - Conseillère
Wahida Guellati
FINANCIAL SECURITY ADVISOR

Efficient, dynamic and analytical,
Wahida will help you achieve your goals

Wahida Guellati has worked in personal insurance for more than 10 years.

In order to fully understand and protect your interests, Wahida will analyze your situation with you and advise you on how to protect your finances and increase your wealth.

Today, as a financial services advisor for Matcha Insurance, her mission is to make every effort possible to obtain the best insurance coverage for you wherever you are, based on your needs and financial means.

Anita Mpola Mbele - Conseillers
Anita
Mpola Mbele
Financial Security Advisor

Thanks to her keen analytical and synthesis skills, she will easily guide you through your process.

Anita Mpola Mbele is known for her thoroughness and professionalism. She quickly identifies her clients’ needs and supports them throughout their process.

She has worked as a financial security advisor since 2015 and has over five years of experience in managing the financial health of individuals, including roles at Industrial Alliance and Desjardins Financial Security. In addition, Anita has experience with life insurance products and in personal finance. She will be happy to help you and propose solutions that meet your needs.

Today, as a financial services advisor for Matcha Insurance, her mission is to make every effort possible to obtain the best insurance coverage for you wherever you are, based on your needs and financial means.

Roberto Sepulveda - Conseillers
Roberto Sepulveda
Financial Security Advisor

Known for his analytical mind and ability to synthesize information, he will assess your needs in a thorough and capable manner

With a Master’s degree in Civil Engineering from the École de Technologie Supérieure de Montréal, Roberto has over 8 years of experience in financial services. Before joining Matcha Insurance, Roberto held a number of management positions across Canada, including at Desjardins Financial Security, London Life and United Chartering in Vancouver.

Drawing from his experience in life insurance, disability and critical illness files, and wealth transfer and investment portfolio maximization, he has the skills required to provide the best solutions to his clients. He pays close attention to his clients’ needs to design strategies that will meet their objectives.

Today, as a financial services advisor for Matcha Insurance, his mission is to make every effort possible to obtain the best insurance coverage for you wherever you are, based on your needs and financial means.

Mickaël Miller - Conseillers
Mickaël Miller
Financial Security Advisor

Mickaël's thoroughness, his ability to listen and his drive make him a versatile advisor and unifier

With strong listening and analytical skills, Mickaël knows how to identify and understand his clients’ needs. His humour and drive also allow him to find new ways to take the analysis of his files to the next level.

A financial security advisor since 2015, Mickaël has over four years of experience in managing the financial health of individuals, including roles at RBC Insurance and Combined Insurance.

Today, as a financial services advisor for Matcha Insurance, his mission is to make every effort possible to obtain the best insurance coverage for you wherever you are, based on your needs and financial means.

Michael Stearns - Conseillers
Michael Stearns
FINANCIAL SECURITY ADVISOR

Known for his analytical skills and his judicious guidance and advice, Michael consistently rises to the challenge.

With a bachelor’s degree in business administration from the University of New Brunswick – Fredericton and a Certificate in Personal Finance from the Institute of Canadian Bankers in Montreal, Michael has more than 15 years’ experience in the financial services industry. Before joining the Matcha Insurance team, he held several positions where he was involved in managing the financial health of individuals and businesses, particularly for National Bank Insurance and Freedom 55 Financial. Perfectly bilingual, Michael is also a mutual fund representative.

Today, as a financial advisor for Matcha Insurance, his mission is to do the utmost to ensure you get the best insurance coverage, no matter where you are, based on your needs and your payment capacity.

How do I file a complaint?

  • In case of dissatisfaction, start by getting in touch with our Director of operations, Mrs Sylvie Chartrand:
    Mrs Sylvie Chartrand
    Director of operations:
    sylvie.chartrand@matchaassurance.ca
    Telephone: 1-844-532-3228
  • 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
    Email: jean-benoit.forgues@humania.ca
    Telephone: 1-800-363-1334 ext. 263
    or from Montreal: 514-485-1334, ext. 307
    Fax: 1-844-773-4999

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.