Complaints or complaint handling

Published on Thursday, February 3, 2011

SUMMARY OF OUR COMPLAINTS HANDLING AND DISPUTE RESOLUTION POLICY

This summary is intended to present the main elements of our Complaints Handling and Dispute Resolution Policy. It specifies how we ensure the fair and free treatment of complaints submitted to us about the products and services we offer.

1. Definition of Complaint

A complaint within the meaning of our policy constitutes the expression of at least one of the following three elements, which remains after having been considered and dealt with at the operational level competent to render a decision:

a reproach against the company; or
the identification of potential or actual harm that a consumer has suffered or could suffer; or
a request for corrective action.

Does not constitute a complaint, the first manifestation of dissatisfaction on the part of a consumer, whether written or not, when this dissatisfaction is resolved in the normal course of business activities.

2. Person responsible of Complaints Handling

Our person in charge of the application of the policy is Mr. Marc St-Pierre, President. He ensures that any complaint received is handled in accordance with our policy and acts as a respondent to the AMF.

3. Transmission of your Complaint

Your complaint may be sent to us in writing at the following address:

ClicAssure, Cabinet de services financiers inc.
CP 46004 CSP Galeries Chagnon
Lévis (Qc) G6V 8S3
service.client@clicassure.com

If you need help or if you prefer, you can also contact us by phone at the number mentioned above.

4. Receipt of your Complaint

As soon as it is received, your complaint will be taken care of, and a file will be opened. A detailed acknowledgment of receipt will be sent to you within 5 working days, along with our Complaints Handling and Dispute Resolution Policy.

If additional information is required, we will send you a request for additional information to which we will ask you to respond within 10 working days, failing which your complaint will be deemed abandoned.

5. Handling of your Complaint

The person in charge of complaints handling begins the process of handling your complaint as soon as it is received and entrusts the file for investigation.

After investigation and analysis, we will send you a final written and reasoned response. This decision is rendered within 20 working days of receiving all the information necessary for the analysis of your complaint.

6. Transfer of your Complaint file

If you are not satisfied with the handling of your complaint or the final decision rendered, you can ask us to transfer your complaint file to the AMF.

We will then send your complaint file as well as all the documents relating to your complaint file.

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The following terms of use govern the use of the ClicAssure.com website ("Website") and its applications that allow you to submit an insurance quote request electronically. Please read them carefully since by accessing the site, you acknowledge having read them and you agree to respect them. ClicAssure.com reserves the right to modify these conditions at any time and without notice.

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You assume full responsibility for any quote request completed on the Website and you agree to provide, in good faith, accurate and up-to-date information in order to obtain insurance quotes from ClicAssure.com business partners. ClicAssure.com will forward your quote request to certain of its business partners who may be interested in submitting an insurance quote to you so that they may send you such insurance quote by email, text message, telephone or mail. Your quote request will be sent to certain business partners so you can get up to three submissions. In certain cases, however, such as for particular risks, travel insurance or life insurance, your quote request will be sent to a single partner, a brokerage firm that specializes in this type of insurance and is able to get quotes from multiple insurers.

Protection of Personal Information

The confidentiality and security of your personal information is important to ClicAssure. That is why we have adopted privacy principles and put in place controls to ensure we protect your personal information and your privacy, in accordance with applicable laws. For more details, see: protection of personal information

Responsible use of Website

You must use the Website responsibly and for the purposes for which it is offered. The following gestures or behaviors are prohibited :

Violate any law in force;
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Use a robot or any other electronic means to access the Website and collect all or part of its content;
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Introduce a virus, spam, Trojan horses or any other malicious or offensive technology that may cause harm to the Website, ClicAssure, its property or interests or any other user;
Disrupt or interfere with the functionality of the Website or any server or network involved in the operation of the Website.

In case of non-compliance with these rules or any improper use of the Website, ClicAssure reserves the right to restrict or withdraw your rights to use the Website.

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All information available on the Website is protected by copyright laws. It is strictly prohibited to distribute, reproduce, copy, publish, save, modify or otherwise use, in whole or in part, the information it contains without the written permission of ClicAssure. Any use of the ClicAssure trademark, its logo or any other distinctive sign or name of products or services appearing on the Website is prohibited without the prior written permission of ClicAssure.

Absence of Warranties

The Website is offered as is for your personal use, and according to its availability, by ClicAssure without any representation or warranty of any kind whatsoever. ClicAssure offers an insurance quotes comparator service and offers no products or financial services. Accordingly, ClicAssure is not party to any offer, commitment or insurance contract that may be entered into between you and an insurer as a result of any quote request and assumes no liability in respect thereof, or with respect to representations made by its business partners.

Non-Liability

ClicAssure can not be held responsible for any damage of any kind whatsoever resulting, directly or indirectly, from the use or operation of its Website and the information it contains.

Links to other websites

The Website contains links to websites operated by other organizations. ClicAssure does not endorse and is not responsible for the content of these other sites, nor for their possible modification, as these are subject to their own conditions of use. Consequently, ClicAssure can in no way be held responsible for any damage that may result, directly or indirectly, from the use of the operation or content of these other sites.

Technologies used to improve navigation

ClicAssure uses, on its Website, cookies which are text files placed on your computer. ClicAssure also requires the services of specialized companies that use technologies to collect information about, among other things, your browser, system, preferences, browsing habits and IP address. The use of cookies and other technologies is used to personalize your use, measure the effectiveness of its advertising, determine the behavior of visitors to its sites, carry out targeted marketing and optimize navigation on its sites. In addition, the terms of use and the privacy policies of the service providers with whom ClicAssure does business for the purposes mentioned in this paragraph apply to your browsing and use of the ClicAssure site. You can disable the use of cookies by selecting the appropriate settings from your browser. However, such deactivation could prevent the use of certain site features.

General Provisions and Applicable Laws

These terms of use constitute the entire agreement between you and ClicAssure. If any provision of these terms of use should be declared invalid or unenforceable, the other conditions will continue to apply. This Agreement is governed by the laws of the Province of Quebec and, in the event of any dispute regarding the application or interpretation thereof, any remedy shall be brought in the judicial district of Quebec, Province of Quebec.

Questions or comments

For any questions or comments related to the use or content of the Website, Contact Us. We welcome your comments in order to always offer you an efficient and quality service.

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I authorize ClicAssure to collect and share my personal information with some of its business partners who may provide me with an insurance quote. I also authorize ClicAssure and its partners to contact me by email, text, phone, or mail to respond to my request or finalize my quote.
I also consent to ClicAssure and its partners collecting, using, sharing, and retaining my personal information for the purposes of:
• Creating and updating my profile;
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• Providing me with personalized recommendations;
• Fulfilling their legal obligations.
If I accept the insurance offer from one of ClicAssure's business partners, I also authorize the latter to inform ClicAssure in order to update my file.
I also authorize ClicAssure and these same partners to communicate with me by email, text message, telephone or mail to respond to my request for insurance quotes or to allow me to finalize my quote request.

If I accept the insurance offer from one of ClicAssure's business partners, I also authorize the latter to inform ClicAssure in order to update my file.
I also authorize ClicAssure and these same partners to communicate with me by email, text message, telephone or mail to respond to my request for insurance quotes or to allow me to finalize my quote request.
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