Complaints Handling and the Appointed Ombudsman
Updated June 28, 2016
At Optimum Insurance Company and Optimum Farm Company, we strive to offer our clients the best service possible. Occasionally, an issue will arise where a customer is not completely satisfied with the service they have received. In these cases, we have the following procedure in place to deal with these situations.
The first level of service for our customers is their Insurance Broker. Should a customer have a complaint, concern or inquiry, they should first be encouraged to speak to their broker. Insurance Brokers work on behalf of their customers and represent their best interests. They offer independent advice and understand the importance of insurance to their customer's financial security and peace of mind.
If the customer's service issue is with regards to their broker or our claims handling process, customers should directed to the second level of our complaint process, not back to their broker.
Our second and final level of service for our customers is our Consumer Complaint Officer. If the broker is unable to resolve the customer's dispute to their satisfaction, or if the complaint is with regards to their broker or claims handling process, the customer should be encouraged to contact our Consumer Complaint Officer, also referred to as our Ombudsman. It is recommended that formal complaints to the Consumer Complaint Officer be made in writing. The Consumer Complaint Officer may be contacted by mail, phone or e-mail at:
Consumer Complaint Officer
Optimum Insurance Company Inc. / Optimum Farm Company
425, de Maisonneuve West Boulevard, Suite 1500
Montreal (Quebec) H3A 3G5
Phone: 514 288-8725 extension 339
E-mail: Contact us
The Consumer Complaint Officer, J.-Sébastien Lagarde, will ensure the settlement of your complaint within the 10 days following the reception of all information required for the handling of this one.
If you aren’t entirely satisfied with the resolution of your case or of its handling by the Consumer Complaint Officer, you may request that your complaint file be transferred to the Autorité des marches financiers (AMF). The AMF is the regulatory body in charge of regulating the financial sector in Quebec and assisting financial consumers. They may also recommend mediation if the parties involved are resigned to do so. For any additional information, you may contact the AMF at 1 877 525-0337 or visit their website at www.lautorite.qc.ca.