Customer Satisfaction

We do everything in our power to ensure that you are treated fairly, with respect and professionalism by our brokers, our expert claims, our prevention experts and employees. The customer service is a priority at the Estrie-Richelieu Group, insurance company.

It may still, in certain circumstances, you have concerns and that you are not satisfied with the information or decisions regarding your insurance.

Be assured that we take very seriously the subject of your dissatisfaction.

If you are not satisfied with our service or our products :

Initially, we ask you to contact your insurance broker with whom you are dealing with your insurance policies. The latter is the first qualified counselor to be aware of your requirements and provide the necessary help and support to you.

In a second step, if the problem is not resolved to your satisfaction or you do not have the answers to your concerns or dissatisfaction is focused on the broker or service claims, you can contact us directly at the following address :

By phone : 450.378.0101
Par fax : 450.378.5189
By email :
By mail : Vice President, Business Development
The Estrie-Richelieu Group, insurance company
770, rue Principale
Granby (Quebec)
J2G 2Y7

Complaint :

If after these steps you are still not satisfied, you can make a formal complaint.

Consumers who wish to bring a formal complaint must be in writing to the following address:

Vice President, Business Development
The Estrie-Richelieu Group, insurance company
770, rue Principale
Granby (Quebec)
J2G 2Y7

The consumer who wants to wear a formal complaint may do so verbally to the Complaints
by phone at 450.378.0101

The complaint must include your contact information,fr : name, Street address, telephone, number of insurance, claim file number and details of your dissatisfaction.

We will send you an acknowledgment of your complaint, in five (5) working days, this document include our policy for handling complaints and relevant information. We may also ask you to provide additional information if the complaint is not complete.

You can ask us to send a copy of the complaint file to the Autorité des marchés financiers (AMF). The AMF investigates all complaints it receives and can recommend a mediation service if necessary and if the parties agree.

Be assured that we will act with diligence and we will do everything in our power to ensure your satisfaction is fully, full and fair.

You agree that the Estrie-Richelieu Group, insurance company collects, uses and discloses your personal information in order to study your complaint.