Issues and complaints

For SécuriGlobe, the satisfaction of its customers is a priority. In order to enable us to better understand the needs of our customers and offer you a quality service, SécuriGlobe invites you to share your comments or issues with them.

Here are the steps to follow:

Step 1: Communicate the reason for your dissatisfaction to SecuriGlobe

Communicate, by telephone, with one of our representatives to share your comments or to report any issues with a product or service. His or her contact details can be found in the documentation that was given to you when you purchased the product or service concerned. If you can not find contact information, call our customer service at 1-866-550-2444

Step 2: Review of your issue

If the explanations you received from your representative do not satisfy you, you can request a review of your issue by contacting a customer service manager who will be happy to answer your questions at 1-866-550-2444

Step 3: Filing a complaint

If, after contacting our customer service department, your dissatisfaction persists, ask the manager to lodge a formal complaint.

Your complaint will be handled by the complaint coordinator, who will then have to investigate to draw up his recommendation, which will be communicated to you in writing. The response letter that will then be sent to you will explain the decision made by SecuriGlobe regarding your complaint file.

You can download the complaint form and send it to us at the address located on the form.

Step 4: Other option

In Quebec, the regulatory framework for insurance companies is administered by the Autorité des marchés financiers. Therefore, if you are dissatisfied with the process of reviewing your complaint or the result of this review, you may request the transfer of your file to the Autorité des marchés financiers. You can contact the Autorité des marchés financiers toll-free at 1 877 525-0337 or in Québec City at 1 418 525-0337.