COMPLAINT EXAMINATION POLICY
Purpose of the Policy
The purpose of a Complaint Examination and Dispute Resolution Policy is to set up a free and equitable procedure for dealing with complaints. This Policy explains our complaints process.
What is a complaint?
A communication that expresses a reproach or dissatisfaction in respect of a service or a product that we offer and that expresses an expectation on your side that action be taken to address the situation.
It might be that you are asking for a refund or that you would like us to take action to fix the problem that causes the matter leading to your complaint.
Dissatisfaction or concern
Informal steps taken to correct a specific problem or to obtain information, provided the problem is resolved as part of our firm’s regular activities, are not considered a complaint.
How do I file a complaint?
Complainants who are still not satisfied with the answers or information obtained at the previous stage and wish to lodge a complaint may do so verbally or in writing to this address:
SIERRA Aviation Insurance | Ellipse Insurance
6405, rue Christophe-Pélissier
Trois-Rivières (Québec) G9A 5C9
Télécopieur : 819-379-7450
Or to info@ellipse.ca with the subject line: “Complaint – deliver to the Complaints Officer.”
Complaints Officer
Mr. Steve Martin, Principal Vice-President of Ellipse Insurances Inc., is the person in charge of applying this Policy and ensures that complaints received by SIERRA Aviation Insurance (“we,” “us,” “our”, hereafter “SIERRA Insurance”) are handled in accordance with this Policy. Mr. Martin acts as the respondent with the Autorité des marchés financiers (the AMF).
The duties of the Complaints Officer also include:
Complaint processing
On receiving the complaint SIERRA Insurance must initiate its complaint examination process. The examination of the complaint (the analysis of the complaint and the relevant documents) must be completed within a reasonable period of time, i.e. within 60 days of receipt of all the information required to examine the complaint. The complainant will be notified if the estimated time frame is different.
After the complaint has been examined, the Complaints Officer must send the complainant a final written response, with justifying reasons.
Simplified processing of some complaints
We can handle certain complaints using a simplified process. This applies to complaints for which we are able to offer a satisfactory solution within 20 days.
We consider a complaint to be resolved to your satisfaction if you accept the solution we propose to resolve your complaint or if the explanations we provide resolve the complaint.
If we are unable to offer you a solution or provide you with explanations that resolve your complaint under this process, we will inform you in writing. Your complaint will continue to be processed according to the steps outlined above.
The time we take to try to resolve your complaint through a simplified process does not affect our obligation to provide you with our final written response within the required time frame.
Transmitting the file to the AMF
If the complainant is not satisfied with the final position reached or with the examination of their complaint, they may ask us, at any time, to transfer their file to the AMF. The transferred file must include all the information related to the complaint.
Effective date
This Policy took effect on January1, 2025.
Update Date : December 2025.