Complaint Handling and Dispute Resolution Policy

Last updated: November 1, 2026

Consilium Insurance Inc.’s Complaint Handling and Dispute Resolution Policy ensures that complaints received from clients of our damage insurance firm are reviewed and answered through a fair process, free of charge, in accordance with the Regulation respecting complaint processing and dispute resolution in the financial sector.

What Is a Complaint?

A complaint expresses:

• a reproach or dissatisfaction regarding our services or a product we offer;
• an expectation that we take action to remedy the situation.

For example, this may occur when you request a refund or ask Consilium Insurance Inc. to take action to resolve the situation that gave rise to your complaint.

How to File a Complaint

You may file your complaint in writing (preferably) or verbally, using one of the following methods:

By mail or in person

Consilium Insurance Inc.
Attention: Hugo Langlois, Complaints Officer
1300-4805, boul. Lapinière
Brossard (Québec) J4Z 0G2

Business hours: Monday to Friday, 8:30 a.m. to 4:30 p.m.

By email: hlanglois@groupeconsilium.ca

By telephone: 514 312-7190, extension 443

You may also complete the complaint form provided by the Autorité des marchés financiers (the “Authority”). We are available to help you complete it.

Steps in the Complaint Handling Process

Consilium Insurance Inc. may handle certain complaints through the simplified process explained below. If we cannot resolve your complaint through that process, or if its nature or complexity makes it unsuitable, your complaint will be handled according to the following steps.

1. Receipt of Your Complaint

Within 10 days of submitting your complaint, you will receive an acknowledgement of receipt.

2. Review of Your Complaint

We will review your complaint to understand your expectations. To avoid additional delays, your cooperation may be required if we contact you for further information.

3. Final Written Response

Within 60 days of submitting your complaint, you will receive a final written response explaining:

• how your complaint was reviewed;
• the factors that led to our response;
• where possible, a proposed solution to resolve your complaint.

If your complaint is more complex or requires additional time, we will notify you in writing and explain the reasons for an extension of no more than 30 days.

4. Assessment of the Offer and Resolution of Your Complaint

Take the time to review our final response. However, we must receive your reply within 30 days, unless you have submitted a written request for a reasonable extension. You may then provide us with:

• your acceptance of our offer;
• your rejection of our offer;
• a counteroffer.

Once we agree on how to resolve your complaint, we will implement the settlement within 30 days, unless we have agreed with you on a different timeframe in your interest. If we receive neither a response nor a follow-up from you within the applicable timeframes, we may have to close your complaint file.

5. Review of Your Complaint File by the Authority

We create a file for each complaint and retain all information and documents relevant to its handling. If you are dissatisfied with how we handled your complaint or with our response, you may ask us at any time to transfer your file to the Authority. We will transfer it within a maximum of 15 days following your request.

After reviewing the file, the Authority may offer dispute resolution services if it considers this appropriate. This right expires one year after the date you receive our final response.

Simplified Process

We may handle and resolve certain complaints through a simplified process when we can provide:

• a satisfactory solution, meaning acceptance of a solution or explanations;
• a resolution within 20 days;
• assistance from a member of our customer service team, for example, during a telephone call.

If we cannot resolve your complaint through this simplified process, we will inform you in writing, and your complaint will continue to be handled according to the steps described above. The time spent on the simplified process does not affect our obligation to provide you with a final written response within the applicable timeframes.

Reference

This policy has been prepared in accordance with the Act respecting the distribution of financial products and services and the Regulation respecting complaint processing and dispute resolution in the financial sector. It may be updated to reflect the Authority’s directives.