If you wish to prepare a complaint or are dissatisfied with the handling of your insurance file at  UL Mutual, please follow our complaint process in order to receive a response or an appropriate solution.

Step 1: Financial security advisor

To begin with, contact the financial security advisor whose name appears on your insurance policy and in the general correspondence that you have received from the UL Mutual. This person can provide you with all the information concerning your insurance policy.

If you wish to prepare a complaint about the services that your financial security advisor has provided, please contact the Chambre de la sécurité financière and complete the Request for Investigation form, for use by consumers, concerning a member of the Chambre de la sécurité financière.

Chambre de la sécurité financière
Business Conduct and Ethics Department
300 Léo-Pariseau Street, 26th floor, Montréal (Québec) H2X 4B8
Telephone: 514 282-5777 or toll free 1 800 361-9989
Fax: 514 282-2225
Internet: www.chambresf.com

Step 2: Customer service

Following step 1, if you are still unable to obtain a satisfactory response to the handling of your file, contact a member of our customer service staff who will be pleased to assist you.

Toll free: 1 800 567-0988, option 2

Step 3: Department manager

If you have not obtained satisfaction, ask to speak to the Department Manager.

UL Mutual
To the attn: Department Manager
142, Heriot, P.O. Box 696
Drummondville Qc J2B 6W9
Telephone: 1 800 567-0988
Fax: 819 474-1990

Step 4: Complaints Manager

If your problem is still unresolved, present your request in writing to the Complaints Manager who will study your complaint. Rest assured that your request will be handled in the strictest confidence.

You can use the form below to prepare your complaint.

Complaints Form

UL Mutual
To the attn: Complaints Manager
142, Heriot, P.O. Box 696
Drummondville Qc J2B 6W9
Telephone: 1 800 567-0988
Fax: 819 474-1990

Step 5: Regulatory authorities

If your problem persists after having taken all of these steps, you may prepare a request for review, in writing, to the Ombudservice for Life and Health Insurance (OLHI).

Ombudservice for Life and Health Insurance (OLHI)
Telephone: 1 866 582-2088
Internet: www.olhi.ca

If you reside in Quebec, you may request that your file be transferred to the Autorité des marchés financiers:

UL Mutual has a network of over 2000 independent financial security advisors, the majority working in Quebec but with their numbers growing rapidly in New Brunswick, Ontario and every part of Canada except Newfoundland.

You can communicate directly with our head office (location above). We will be pleased to put you in touch with a financial security advisor near you.

You can also get in touch with a financial security advisor by calling, or by accessing the internet site, of one of the following offices:

Province of Quebec

Province of Ontario