Complaint Examination and Dispute Resolution Policy

This policy is intended to provide free, fair and clear treatment of your complaint regarding a product or service offered by BFL CANADA risk and Insurance Services (“BFL CANADA”) or BFL CANADA Consulting Services (“BFL CANADA benefits”) (collectively “BFL”). If you reside in Quebec, you can also file your complaint directly with the Autorité des marchés financiers ( AMF ).

1. Who is the person in charge of your complaint?

• For BFL CANADA in Québec: Daniel Binette
• For BFL CANADA in other provinces and territories: Connie Tambasco
• For BFL CANADA benefits: David Vanasse

They will be your interlocutors and respond to your complaint.

2. What is a complaint?

A complaint is any dissatisfaction or complaint you may express about a product or service offered by BFL and for which you expect an answer or solution.

Caution: Some requests are not considered a complaint, for example:

• A request for information;
• A request to access or correct your personal information;
• A claim for compensation or insurance claim;
• A comment without a request for correction.

3. What do you need to provide to us to deal with your complaint?

To help us deal with your complaint quickly and efficiently, we recommend that you:

Resolve the problem at the source

Before filing a formal complaint, try to resolve the situation directly with the representative who served you (your broker, advisor, etc.). If you are not satisfied, ask to speak to a manager or supervisor. This often allows for faster and simpler resolution.

Gather important facts

To facilitate treatment, have all relevant information on hand, including:

• The exact nature of your dispute or dissatisfaction;
• Your policy or case numbers, if any
• Documents or evidence that support your complaint;
• Important dates (meetings, calls, exchanges);
• The names of the employees or representatives you have contacted.

A detailed description of your complaint

When writing to us, please include:

• The industry or department involved (e.g. insurance, claims, construction site insurance, benefits, etc.);
• The name of the person who processed your file (if known);
• A clear and precise description of the problem experienced;
• What steps you have already taken to resolve this issue;
• Specific dates and times of exchanges or incidents;
• The outcome or settlement you wish to achieve;
• Any relevant attached documents (emails, contracts, photos, etc.).

4. How to file your complaint?

To file a complaint, you can:

• Fill out our online form,
• Write a letter detailing the nature of your complaint,
• Contact your insurance regulator

Contact information for submitting a complaint by mail

5. How will you be informed that your complaint has been received?

Within 10 calendar days of receiving your complaint, BFL will send you a written acknowledgment of receipt including:

• The date of receipt;
• The case number;
• The name and contact details of the person in charge of your complaint;
• estimated analysis time (maximum 60 calendar days);
• a link to the complaint handling policy;
• your rights, including the right to have your file examined by your insurance council (for Québec, the AMF).

6. How long will it take to process your complaint?

BFL will analyze your complaint promptly and impartially, usually within 60 calendar days. In exceptional circumstances, this period may be extended up to 90 days with prior notification.

7. What will you receive once your complaint has been analyzed?

You will receive a written response containing:

• a summary of your complaint;
• the conclusions of the analysis;
• BFL’s decision with explanations;
• any proposed solution or settlement, with time to accept or refuse;
• a reminder that the decision is final;
• the contact information of the person responsible for your file;
• your rights, including the right to have your file examined by your insurance council (for Québec, the AMF).

8. What do you need to know about the settlement offer? (if applicable)

How long do I have to respond to the settlement offer?

You have 15 calendar days to accept or decline the offer that BFL presents to you, except in case of emergency or special circumstances justifying a different period of time.

What happens if I accept the offer?

If you accept the offer, BFL must implement the agreed measures within 30 calendar days, unless another time limit has been agreed with you and is in your interests.

9. What are your remedies if you are dissatisfied with the final decision?

You can request that your file be transferred to your insurance council (for Québec, the AMF) or another competent body (GIO or OLHI). All documents related to your complaint will be forwarded.

10. When does BFL use a simplified process?

If your complaint is clear, well documented, and the resolution can be found quickly (for example, in less than 20 calendar days), then BFL can apply simplified processing to expedite resolution. this streamlined process allows the complaint to be handled directly by customer service or a dedicated team, without going through all the formal and cumbersome steps of the standard procedure.

Why a simplified process?

• To provide a faster response to simple complaints,
• Avoid unnecessary delays,
• Reduce the administrative burden.

What this means to you:

• You always have access to fair and equitable treatment,
• If the complaint is more complex, it will be handled via the standard procedure (with acknowledgment, full analysis, etc.).

11. What happens if new facts arise after the final answer?

If new facts arise after the final response, BFL will reassess the situation until the matter is fully resolved.