Issues and complaints
Client satisfaction is a priority for La Capitale. We invite you to communicate the reason for your dissatisfaction so that we may better know the needs of our clientele and offer quality service.
Follow these steps :
Step 1: Communicate the reason for your dissatisfaction to La Capitale
Telephone your representative to communicate the reason you are dissatisfied with a product or a service. His or her contact information is found in the documentation that you received when you purchased or registered for the product or service. If you can't find the contact information, call our Customer Service department. Contact us.
Step 2: Review of your issue
If the explanations of your representative are not satisfactory, you can request that your issue be reviewed by contacting our Customer Service department, who will be happy to answer your questions. Contact us.
Step 3: Filing a complaint
If, after having spoken with the Customer Service department, the reason for your dissatisfaction is not resolved, you may fill out a complaint form and send it with all relevant documents to the appropriate department.
Your complaint will be handled by a Complaints Coordinator who will investigate and inform you in writing of his or her recommendations. The response letter, a copy of which will be sent to you, will explain the decision made by La Capitale with regard to your complaint.
Step 4: Other options
In Quebec, the Autorité des marchés financiers is in charge of the regulatory oversight of insurance companies. Therefore, if you are not satisfied with the review of your complaint, you can request that your file be transferred to the Autorité des marchés financiers. You can reach the Autorité des marchés financiers toll free at 1 877 525-0337 or at 1 418 525-0337 in Quebec City.
Life and Health Insurance: You may also contact the OmbudService for Life & Health Insurance (OLHI), made available by the life and health insurance industry, by calling toll free 1 888 295-8112 or 1 866 582-2088 in Quebec.