Step 1 : Communicate the cause for your dissatisfaction to Policystore.ca

Call or email our Customer Relations agent and explain the circumstances which led to your dissatisfaction with one of our products or services. Their contact information can be found in the welcome email that you received when you first purchased our product(s). If you cannot find that information, please contact Customer Service at: (514) 659-3151 or [email protected]

Step 2 : Filing a Complaint

If, after having spoken with our Customer Relations agent, the reason for your dissatisfaction is not resolved to your satisfaction, you may file a formal complaint using our Customer Complaint Form

Upon receiving your written complaint, our Complaints Coordinator will provide you with an acknowledgement of receipt, which will include their contact information, the timeframe for processing your complaint, and a written notice of the procedure. Following the investigation, your Complaints Coordinator will inform you in writing of their recommendations. This will occur within 30 business days following their receipt of all relevant documents and information. Their response letter to you will thoroughly explain the justification for Policystore.ca’s decision regarding your complaint.

You can email your completed Customer Complaint Form to: [email protected]

Alternatively, you can print your completed Customer Complaint Form and mail it to us at:

Policystore.ca Customer Complaints
416 Rue Claude-Léveillée
Vaudreuil-Dorion, QC, J7V 0Y7

Step 3 : Alternative | Autorite des marches financiers

In Quebec, insurance companies are regulated by the Autorité des marchés financiers (AMF). Therefore, if you are not satisfied with our investigation or with the outcome of your complaint, you may ask us, at any time, to transfer the file to the AMF. The transferred file will include all information related to the complaint. We are responsible for complying with the rules governing the protection of personal information in our possession.

You can call the AMF toll free at 877-525-0337 or in Quebec City at 418-525-0337.