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Letter to AMF re: Complaint Handling

Release Date: 06/29/2016
Staff Reference: Claude Di Stasio

June 29, 2016

Mr. Eric Stevenson
Surintendant de l'assistance aux clientèles et de l'encadrement de la distribution
Autorité des marchés financiers
2640, boul. Laurier, 5e étage
Québec Québec G1V 5C1

Dear Mr. Stevenson,

I am writing to follow up on the industry’s recent meetings with the Autorité des marchés financiers (AMF) about consumer complaint handling practices. We appreciate the opportunity for open dialogue and believe it can help in achieving our shared goal to resolve complaints in a fair and timely manner.

Established in 1894, the Canadian Life and Health Insurance Association (CLHIA) is a voluntary trade association that represents companies accounting for 99 per cent of Canada’s life and health insurance business. The industry protects some 7.3 million Quebeckers' financial security through products like individual and group life insurance, supplementary health and disability insurance, annuities, RRSPs, RRIFs, TFSAs and pensions.

When it comes to complaint handling, the life and health insurance industry wants to ensure that we are coordinating effectively with AMF. In the paragraphs below, we set out our understanding of existing practices, as well as suggestions for how we might better align some practices to ensure we are all treating customers fairly.