Handling of dissatisfactions
CAQ-Quebec process for handling dissatisfaction
We work hard, together with our well-known partners, to offer you quality insurance that meets your needs. If you are not satisfied with one of our products or the quality of service you have received, we want to know so that we can quickly resolve the situation.
Here’s how to send your feedback to CAA-Quebec.
Step 1: Contact your advisor
Contact the advisor who sold you the product or provided you with the service. This person’s contact information appears on the product documentation.
If your concern or dissatisfaction cannot be resolved by your advisor or our Customer Service team, you can submit a formal complaint to the Insurance Complaints Officer.
Damage insurance (vehicle and home): assurancesautohabitation@caaquebec.com
Personal insurance (accident, health, life, and travel): assurances@caaquebec.com
You will receive a written reply from a representative of the customer service team.
Step 2: File a formal complaint
If your concern or dissatisfaction cannot be resolved by your advisor or our Customer Service team, you can submit a formal complaint to the Insurance Complaints Officer.
By email:
plaintes.assurances@caaquebec.com
Fill in the subject line with “Complaint to the Insurance Complaints Officer.”
By mail:
For the attention of the Insurance Complaints Officer
444 Rue Bouvier
Québec, QC G2J 1E3
In your letter or email, clearly describe:
your complaint against CAA-Quebec or one of its insurance subsidiaries;
the actual or potential damages you sustained;
the corrective action you are requesting.
The Insurance Complaints Officer, or this person’s delegate, will ensure that the complaint has been handled properly by the advisor or Customer Service team. The relevant information and documents will be gathered, and the file will be analyzed in-depth. A decision will be rendered in a timely manner. A conclusion will be sent to you in writing, as well as the reasons for the decision.
Step 3: Request the transfer of your complaint to a regulatory body
If you are dissatisfied with the outcome or the handling of your complaint by the Insurance Complaints Officer, you may request that your file be transferred to the appropriate regulatory body, either the OmbudService for Life & Health Insurance or the Autorité des marchés financiers (AMF). These bodies do offer mediation or conciliation services.
Please note that the Insurance Complaints Officer also reports the complaints received to regulatory bodies.
Updated: July 1, 2025
Contact CAA-Quebec and its partner insurers
CAA-Quebec distributes insurance products. It is not the insurer. If you are dissatisfied with the product or the claims process, you can contact the insurer directly. Below is the contact information for each product concerned.
Contact information
Read the full policy
Notes and conditions
CAA-Québec Assurances refers to CAA-Quebec Auto and Home Insurance Inc., damage insurance agency. Auto and home insurance offered to CAA-Quebec members and to the clients of its group of corporations in Quebec under the name CAA-Quebec Auto Insurance or CAA-Quebec Home Insurance are underwritten by Prysm General Insurance Inc. (“Prysm”) and distributed by CAA-Quebec Auto and Home Insurance Inc. CAA-Quebec Auto and Home Insurance Inc. offers exclusively auto and home insurance products from Prysm. They are offered by CAA-Québec Assurances in Quebec only.
CAA-Québec Assurances refers to Cabinet en assurance de personnes CAA-Québec, firm in insurance of persons. The travel insurance products offered to CAA-Quebec members and to the clients of its group of corporations in Quebec under the name Assurance voyage CAA-Quebec are underwritten by Echelon Insurance doing business under the name Orion Travel Insurance and distributed by Cabinet en assurance de personnes CAA-Québec. They are also offered by Voyages CAA-Québec as part of its travel agency activities. They are offered by CAA-Québec Assurances in Quebec only.
CAA-Québec Assurances refers to Cabinet en assurance de personnes CAA-Québec, firm in insurance of persons. Life, critical illness, and health and dental insurance products offered to CAA-Quebec members and to the clients of its affiliates in Quebec are underwritten and distributed by Canadian Premier Life Insurance Company doing business under the name Securian Canada.
CAA-Québec Assurances refers to Cabinet en assurance de personnes CAA-Québec, firm in insurance of persons. The accident insurance products offered to CAA-Quebec members and to the clients of its group of corporations in Quebec under the name Assurance accident CAA-Québec are underwritten by AIG Insurance Company of Canada and distributed by Cabinet en assurance de personnes CAA-Québec. They are offered by CAA-Québec Assurances in Quebec only.
CAA-Québec Assurances refers to Cabinet en assurance de personnes CAA-Québec, firm in insurance of persons. The pet insurance products distributed under the Pets Plus Us® brand are offered to CAA-Quebec members and to the clients of its group of corporations in Quebec. They are underwritten by Northbridge General Insurance Company and distributed by Société d’Assurances Collectives (Sodaco Inc.). They are offered by CAA-Québec Assurances in Quebec only.