Your opinion is important to us

Your opinion is important to us

At National Bank Insurance, the client experience is a top priority. No matter what you have to say, we’re here to listen and provide assistance.

If the service you received didn’t live up to your expectations, we want to know. The instructions below will guide you through the process of making a complaint.

National Bank Insurance Auto | Home

National Bank Insurance Auto | Home and its partner Belair Insurance Company Inc. are committed to providing outstanding service. Here are the steps to ensure that your concerns are dealt with fairly and effectively.

Step 1 - Contact our customer service or claim department

Our staff is available to answer your questions, concerns or just note your recommendations regarding our products and services. Contact us by: mail, phone or online.

Step 2 - Write a Complaint

If you are experiencing a problem that is beyond the scope of our customer service or if you are not satisfied with the solutions proposed, contact us at one of the following addresses:

By mail :

National Bank Insurance Auto | Home
7101 Jean-Talon East
Anjou, Quebec, H1M 3S5

By email :

Service.clientele@nbc-insurance.ca

Your complaint will be forwarded to the person concerned. As much as possible, we try to resolve the situation ourselves, internally.

If your problem is not resolved to your satisfaction, it will be brought to the attention of the person responsible for the resolution of our company's complaints.

Step 3 - get outside help

If you are still not satisfied with the proposed resolution or the handling of your complaint, you may request that a copy of your complaint file be sent to the Autorité des marchés financiers.

The Autorité des marchés financiers (AMF) reviews all complaints it receives and may recommend a mediation service if necessary and if the parties agree. Please note that the Autorité des marchés financiers does not provide any monetary compensation claimed by consumers (except in the cases covered by its specific programs).

Quebec: 418 525-0337

Montreal: 514-395-0337

Toll free number: 1-877-525-0337

Fax: 418-525-9512 or 514-873-3090

Email: information@lautorite.qc.ca

For the purposes of this section, "National Bank Assurances", "we", "our", "our" collectively mean National Bank Insurance Auto | Home and Belair Insurance Company Inc.

National Bank Life Insurance

Step 1 – Contact our Customer Service Department

Our employees are there to answer your questions, address your concerns or take note of your feedback on our products and services. Feel free to call us or contact us by mail or online.

 

Step 2 – Contact our Complaint Settlement Department

Some situations require more resources. Please contact our Complaint Settlement Department if you are unsatisfied with the outcome of the previous step. Once your request for assistance is received, if necessary we will consult specialists to assess the situation.

If your case is somewhat complex, we may require certain documents. The Complaint Settlement Officer will obtain all the elements needed to analyze your situation, then communicate the position of National Bank Life Insurance within 30 days. He will also inform you of any additional recourse available to you.

You can write to us online or at the following address:

 

Complaint Settlement Department

National Bank Life Insurance Inc. (1670-1)

1100 Robert-Bourassa Blvd., 5th Floor

Montreal, Quebec  H3B 2G7


RESIDENTS OF QUEBEC CAN CONTACT THE INFORMATION CENTRE OF THE AUTORITÉ DES MARCHÉS FINANCIERS:

Quebec City: 418-525-0337

Montreal: 514-395-0337

Toll-free: 1-877-525-0337

Fax: 1 877 285-4378

Website : lautorite.qc.ca

 

You can view our Complaint Policy below for more information.

 

Step 3 – Request external assistance

If you are still dissatisfied with our decision, contact:

 

The OmbudService for Life & Health Insurance (OLHI)

Complaint Settlement

Toronto: 416-777-9002

Montreal: 514-282-2088

Toll free: 1-888-295-8112

Website : www.olhi.ca

 

YOU CAN ALSO CONTACT:

The Office of the National Bank Ombudsman for Clients

 

Complaint Settlement

P.O. Box 275

Montreal, Quebec  H2Y 3G7

Telephone: 1-888-300-9004 or 514-394-8655

Fax: 1-888-866-3399 or 514-866-3399

Email: ombudsman.clients@nbc.ca

 

Complaint examination and dispute resolution policy – National Bank Life Insurance Company (NBLIC)

 

1. Purpose of the policy

 

The purpose of this policy is to set up an equitable and free procedure for dealing with all complaints received by NBLIC.

In particular, the policy is intended to provide oversight for the receipt of complaints, delivery of the acknowledgement of receipt, creation of complaint files, and the transfer of compliant files to the regulatory authorities.

 

2. Person in charge

 

The Senior Compliance Analyst, in charge of applying this policy, acts as the respondent with the regulatory authorities concerned and oversees the training of NBLIC employees on this policy.

He must provide employees with the necessary information for compliance with this policy.

The person in charge must also:

  • Deliver an acknowledgement of receipt and notice to the complainant
  • Transfer the file to the regulatory authorities concerned, at the complainant's request
  • Work with National Bank's Ombudsman if the complaint is transferred to him

 

3. Definition of a complaint

For the purposes of the policy, a complaint is the expression of at least one of the following three elements:

  • A reproach against NBLIC
  • The identification of real or potential harm that a consumer has sustained or may sustain
  • A request for remedial action

Informal steps to correct a specific problem are not considered a complaint, provided the problem is resolved as part of the NBLIC's normal activities and the consumer has not filed a complaint.

 

4. Receipt of the complaint

Consumers who wish to file a complaint must do so in writing to the following address:

By mail                       

Complaints Officer
To the attention of the Senior Compliance Analyst
National Bank Life Insurance
1100 Robert-Bourassa Blvd., 5th Floor (Transit 1670-1)
Montreal, QC
              
H3B 2G7

By e-mail: insurance@nbc.ca

Consumers may also request that their complaint be recorded in writing by calling the Client Contact Centre at 1-877-871-7500 or 514-871-7500, option 2.

NBLIC employees or representatives who receive a complaint must immediately forward it to the person in charge of this policy.

The Complaints Officer will acknowledge receipt of the complaint within five business days. The acknowledgement of receipt will contain the following information:

  • A description of the complaint, specifying the real or potential harm, the reproach against NBIF and the requested remedial action
  • The name and contact information of the person in charge of examining complaints
  • The NBLIC complaint examination policy
  • A notice stating that if he is not satisfied with the outcome or the examination of his complaint, the complainant can request that the file be transferred to National Bank's Ombudsman for clients or, for residents of Quebec, to the Autorité des marchés financiers (AMF). This notice must also mention that the AMF may offer dispute resolution services, if deemed appropriate.
  • A reminder to the complainant that filing a complaint with the AMF does not interrupt the prescriptive period for civil remedies against NBLIC.

 

5. Creation of the complaint file

A separate file is created for every complaint and contains the following items:

  • The written complaint and its three elements (the reproach against NBLIC, the real or potential harm, and the requested remedial action)
  • The outcome of the complaint examination process (the analysis and the supporting documents)
  • The final written response to the complainant with justifying reasons

 

6. Complaint examination

On receiving a complaint, NBLIC initiates its complaint examination process. The complaint is examined within a reasonable time period, namely, within 30 days of receiving all the information required for its examination. After the complaint is examined, the person in charge sends the complainant a final response with justifying reasons.

However, if the client refuses or neglects to provide NBLIC with the documentation required to process the complaint, NBLIC will send a letter stating a grace period and, following the expiry of this period, a final response will be taking into account the information on file.

 

7. Transfer of a file to file to the AMF or other regulatory authorities concerned

If the complainant is not satisfied with the outcome or the examination of his complaint, he may, at any time, ask NBLIC to transfer his file to the regulatory authorities concerned. The transferred file must include all the information related to the complaint. NBLIC complies with the rules governing the protection of personal information.

 

8. Effective date

This policy came into effect on February 1, 2015 and was last updated on February 12, 2018.

 

9. If you are a resident of Quebec, you can contact, at any time, whatever the stage of your complaint, the AMF information centre:

Quebec City: 418-525-0337
Montreal: 514-395-0337
Toll-free: 1-877-525-0337
Fax: 1-877-285-4378
Website: lautorite.qc.ca

 

You can also contact:

 

OmbudService for Life and Health Insurance (OLHI)

Complaint Services
Toronto : 416 777-9002
Montreal: 514-282-2088
Elsewhere in Canada: 1-888-295-8112


OR
 

National Bank's Ombudsman for clients

Complaint Services
Montreal: 514-394-8655
Elsewhere in Canada: 1-888-300-9004

National Bank Insurance Firm (NBIF inc.)

Step 1 – Contact your advisor or our Customer Service Department

Our employees are there to answer your questions, address your concerns or take note of your feedback on our products and services. Call us at 1-888-871-3608, or contact us by mail or online.

 

Step 2 – Contact our Complaint Settlement Department

Some situations require more resources. Please contact our Complaint Settlement Department if you are unsatisfied with the outcome of the previous step. Once your request for assistance is received, we will consult specialists and managers from various departments to assess the situation.

If your case is somewhat complex, we may require certain documents. Once the Complaint Settlement Advisor has obtained all elements needed to analyze your situation, he will communicate the position of National Bank Insurance Firm within 30 days. He will also communicate additional recourse available to you, if applicable.

 

You can write to us online or at the following address:

 

Complaint Settlement Department

National Bank Insurance Firm (1971-1)

1100 Robert-Bourassa Blvd., 5th Floor

Montreal, Quebec  H3B 2G7

 

Step 3 – Request external assistance

If you are still dissatisfied with our decision, contact the Office of the National Bank Ombudsman for Clients:

 

Complaint Settlement

 

P.O. Box 275

Montreal, Quebec  H2Y 3G7

Telephone: 1-888-300-9004 or 514-394-8655

Fax: 1-888-866-3399 or 514-866-3399

Email: ombudsman.clients@nbc.ca

 

RESIDENTS OF QUEBEC CAN CONTACT THE INFORMATION CENTRE OF THE AUTORITÉ DES MARCHÉS FINANCIERS:

Quebec City: 418-525-0337

Montreal: 514-395-0337

Toll-free: 1-877-525-0337

Website : www.lautorite.qc.ca

 

National Bank Insurance Firm Inc. Complaint examination and dispute resolution policy

 

1. Purpose of the policy

The purpose of a complaint examination and dispute resolution policy is to set up an equitable, free procedure for dealing with complaints received by National Bank Insurance Firm Inc., hereinafter referred to as "NBIF."

In particular, the policy is intended to provide oversight for the receipt of complaints, delivery of the acknowledgement of receipt, creation of complaint files, transfer of complaint files to the Autorité des marchés financiers (AMF) and compilation of complaints for the purpose of preparing and filing a semi-annual report with the AMF using the Complaint Reporting System (CRS).

 

2.  Person in charge

The  Compliance Manager is the person in charge of applying this policy. The person in charge acts as the respondent with the AMF and oversees training of NBIF employees on this policy.

He must provide employees with the necessary information for compliance with this policy. The person in charge must also:

  • Deliver an acknowledgement of receipt and notice to the complainant
  • Transfer the file to the AMF, at the complainant's request
  • File a semi-annual report with the AMF using the Complaint Reporting System (CRS)

 

3.  Definition of a complaint

For the purposes of the policy, a complaint is the expression of at least one of the following three elements:

  • A reproach against NBIF
  • The identification of real or potential harm that a consumer has sustained or may sustain
  • A request for remedial action

Informal steps to correct a specific problem  are not considered  a complaint, provided  the problem is resolved as part of the registrant’s normal activities and the consumer has not filed a complaint.

 

4.  Receipt of the complaint

Consumers who wish to file a complaint must do so in writing to the following address:

Mail:                      

Compliance
National Bank Insurance Firm
1100 University, 8th Floor (transit 1971-1) Montreal, QC
H3B 2G7

E-mail: conformite.cabn@nbc.ca

 

NBIF employees or representatives who receive a complaint must immediately forward it to the person in charge of this policy.

The person in charge will acknowledge receipt of the complaint within five business days. The acknowledgement of receipt will contain the following information:

  • A description of the complaint, specifying the real or potential harm, the reproach against NBIF and the requested remedial action
  • The name and contact information of the person in charge of examining complaints
  • In the case of an incomplete complaint, a notice requesting additional information to which the complainant must respond within a set deadline, failing which the complaint will be deemed to have been abandoned 
  • The NBIF complaint examination policy
  • A notice stating that if he is not satisfied with the outcome or the examination of his complaint, the complainant can request that the file be transferred to the AMF. This notice must also mention that the AMF may offer dispute resolution services, if deemed appropriate
  • A reminder to the complainant that filing a complaint with the AMF does not interrupt theprescriptive period for civil remedies against NBIF.

 

5.  Creation of the complaint file

A separate file is created for every complaint and contains the following items:

  • The written complaint and its three elements (the reproach against NBIF, the real or potential harm, and the requested remedial action)
  • The  outcome  of  the  complaint  examination  process  (the  analysis  and  the  supporting documents)
  • The final written response to the complainant with justifying reasons

 

6.  Complaint examination

On receiving a complaint, NBIF initiates its complaint examination process. The complaint is examined within a reasonable time period, namely, within 10 days of receiving all the information required for its examination. After the complaint is examined, the person in charge sends the complainant a final response with justifying reasons.

However, if the client refuses or neglects to provide NBIF with the documentation required to process the complaint, NBIF will send a letter stating a grace period and, following the expiry of this period, a final response will be taking into account the information on file.

 

7.  Transfer of the file to the AMF

If the complainant is not satisfied with the outcome or the examination of his complaint, he may, at any time, ask NBIF to transfer his file to the AMF. The transferred file must include all the information related to the complaint. NBIF  is responsible for complying  with the rules governing the protection of personal information.

 

8.  Effective date

This policy came into effect on June 1, 2004 and was last updated on April 1st, 2019.

 

9. For questions concerning the examination of complaints, contact the AMF information centre:

Quebec City: 418-525-0337
Montreal: 514-395-0337
Toll-free: 1-877-525-0337
Fax: 1-877-285-4378
Website: lautorite.qc.ca

National Bank Investments Inc. ("NBI")

Information on handling client complaints

 

National Bank Investments Inc. (“NBI”) has adopted a procedure to treat all complaints received in an impartial and fair manner. All complaints will be handled in accordance with the Acts, Regulations, Standards and Policies to which BNI is subject to.

 

How to file your complaint

If you wish to file a complaint with NBI, CABN Investments division, or obtain detailed information on the complaint process, you can contact our head office Customer Service by calling  at 514-871-2082 or 1-888-270-3941 or contact the Compliance Officer at  Conformite.CABN@bnc.ca. All complaints are forwarded to a compliance person with whom you can contact as needed. Whenever possible, we invite you to submit your complaint in writing. If necessary, do not hesitate to inform us and we can help you. For confidentiality purposes, be aware that we will only deal with you or any other person you have authorized in writing.

 

Summary of the complaints procedure

A written acknowledgment is sent generally within five working days of receiving your complaint. We will analyze the complaint considering the information and documents obtained. During the process, we will contact you if clarification or additional information is required.

Subsequently, we will notify you in writing, the results of our analysis and our decision, no later than 90 working days after receipt of the complaint. If the delay cannot be met due to a particular situation, you will be informed in writing. The response letter will also include a reminder of the complaint, the next steps in case of dissatisfaction as well as an offer of a financial settlement where appropriate. If necessary, we may ask you to sign a Payment agreement and full and final release.

 

In case of dissatisfaction

If you are dissatisfied with the processing of your complaint or our decision or if we have not been able to respond to your complaint within the required time, you can contact:

 

National Bank's Office of the Ombudsman

P.O. Box 275, Montreal, Quebec, H2Y 3G7
Telephone: 1-888-300-9004
Fax : 514-866-3399 or 1-888-866-3399


Province of Quebec
:

Autorité des marchés financiers (for Quebec resident)
Place de la Cité, Cominar Tower
2640, Laurier Boulevard, Suite 400, Quebec, Quebec, G1V 5C1
Telephone: 514-395-0337 or 1-877-525-0337
Fax: 1-877-285-4378
www.lautorite.qc.ca

You can file a complaint with the Ombudsman for Banking Services and Investments (“OBSI”) in the following cases:

  • NBI did not respond to your complaint in writing within 90 days of receiving it;
  • You are dissatisfied with the response, you have 180 calendar days to submit your complaint to OBSI upon receipt of the response.

In addition, be aware that the time limit for filing a civil law appeal continues to run while the AMF or the Ombudsman is analyzing your complaint, which could affect your rights to bring a civil suit.

 

Ombudsman for Banking Services and Investments

401, Bay Street, Suite 1505, P.O. Box 5, Toronto, Ontario, M5H 2Y4
Telephone: 416-287-2877 or 1-888-451-4519 Fax : 416-225-4722 or 1-888-422-2865
ombudsman@obsi.ca

 

Others Canadian provinces:

Mutual Fund Dealers Association of Canada (for resident living in a province other than Quebec)
121, King West Street, Suite 1000, Toronto, Ontario, M5H 3T9
Telephone: 416-361-6332 ou 1-888-466-6332 Fax: 416-361-9073
www.mfda.ca

 


 

Mutual fund dealers association of Canada

 

Clients Complaint Information Form

Clients of mutual fund dealers who are not satisfied with a product or financial service have the right to make a complaint and request that the problem be solved. Dealers who are members of the MFDA must ensure that all complaints from their clients are handled fairly and quickly. If you have a complaint to make, here are some of the steps you could take:

  • Contact your mutual fund dealer. Member firms have the responsibility for you, the investor, to monitor the conduct of their representatives to ensure that they comply with the regulations, rules and policies governing their activities. The Company will review any complaint you file and provide you with the results of its investigation within the time frame that can be expected from a member acting diligently in the circumstances, in most cases within a reasonable period of time. three months after receiving your complaint. It is helpful to make your complaint in writing.
  • Contact the Mutual Fund Dealers Association of Canada ("MFDA"), which is the Canadian self-regulatory organization to which your mutual fund dealer belongs. The MFDA investigates complaints about mutual fund dealers and their representatives and takes enforcement action that may be required in the circumstances. You can file a complaint with the MFDA at any time, whether or not you have filed a complaint with your mutual fund dealer. You can contact the MFDA in one of the following ways:
    • By completing the online complaint form at www.mfda.ca,
    • By telephone in Toronto at 416-361-6332 or toll-free at 1-888-466-6332.By email at complaints@mfda.ca 1,
    • By mail, by writing to 121 King Street West, Suite 1000, Toronto, Ontario, M5H 3T9 or by fax at 416-361-9073.

 

Compensation:

The MFDA does not order its members to compensate or restitution to clients of Members. The MFDA was created to regulate the activities, standards of practice and professional conduct of its members and their representatives and is designed to enhance the protection of investors and enhance public confidence in the securities industry. mutual funds. If you are seeking compensation, you should consider contacting the following organizations:

  • Ombudsman for Banking Services and Investments ("OBSI"): You may file a complaint with OBSI after contacting your broker on one of the following occasions:
  • If your broker's compliance service has not responded to your complaint within 90 days of receipt, or
  • After your broker's compliance service has responded to your complaint, but you are not satisfied with the response. You have 180 calendar days to submit your complaint to OBSI following receipt of the broker's response.

 

OBSI implements an independent and impartial process to review and resolve complaints about financial services provided to clients. OBSI may recommend, in a non-binding manner, that your broker will compensate you (up to a maximum of $ 350,000) if it determines that you have been treated unfairly, taking into account financial services criteria and appropriate business practices. relevant codes of practice or conduct, industry regulations and the law. OBSI offers you these services at no cost and in strict confidence. You can contact OBSI :

  • By telephone in Toronto at 416-287-2877 or toll-free at 1-888-451-4519.
  • By email to ombudsman@ obsi.ca.

 

Lawyer Services: You may want to consider hiring a lawyer to help you file your complaint. You must take into account that there are prescribed time limits in which you must bring civil suits. A lawyer can explain the choices and remedies available to you. Once the applicable limitation period has passed, you may lose the right to pursue certain remedies.

 

Manitoba, New Brunswick and Saskatchewan: Securities regulators in these provinces have the power, in specific circumstances, to order a person or corporation that has contravened provincial securities laws to pay compensation to an applicant. The applicant may then enforce such an order as if it were a judgment of a superior court in that province. For more information, please visit:

Manitoba: www.msc.gov.mb.ca
Nouveau-Brunswick: www.nbsc-cvmnb.ca
Saskatchewan: www.fcaa.gov.sk.ca

 

Quebec:

  • If you are dissatisfied with the results or the examination of a complaint, the Autorité des marchés financiers ("AMF") may review your complaint or offer you dispute resolution services.
  • If you believe that you are the victim of fraud, fraudulent tactics or misappropriation of funds, you can contact the AMF to find out if you are eligible to submit a complaint to the Financial Services Compensation Fund. The maximum amount of compensation is $ 200,000. It is payable using the sums accumulated in the fund if the claim is deemed eligible.

For more information:

  • Please call the AMF at 418-525-0337 (in Quebec) or toll free at 1-877-525-0337.
  • Please visit www.lautorite.qc.ca.

 

1  You must consider issues related to the security of electronic transmissions when transmitting confidential information via an unsecured email.

NBC Assistance

Step 1 – Contact our Customer Service Department

 

Contact us by mail, by calling 1-888-535-0510, option 1 or online.

 

Step 2 – Request external assistance

Contact the Office of the National Bank Ombudsman for Clients:

 

Complaint Settlement

P.O. Box 275

Montreal, Quebec  H2Y 3G7

Telephone: 1-888-300-9004 or 514-394-8655

Fax: 1-888-866-3399 or 514-866-3399

Email: ombudsman.clients@nbc.ca