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Our complaint handling process

At Marsh Canada, our clients’ satisfaction is very important to us. If our service(s) or product(s) have not met your expectations, and you wish to make a complaint, please contact us to submit your concerns. We are committed to resolve any complaints in a fair, equitable and timely manner.

Filing a complaint with us

If you have a complaint about our services or a product, please go to:

EthicsPoint - Marsh & McLennan Companies

A member of our compliance team will be assigned to manage your complaint.

If you reside in Québec, you may also use the Complaint Form from the Autorité des marchés financiers (“AMF”).

Tell us:

  • Your name, policy and / or client number, type of insurance, insurer and policy term.
  • What went wrong.
  • When it happened.
  • What resolution you are looking for.

Contact us by phone at 1-800-381-2105 if you need assistance in filing your complaint or additional information regarding the processing of your complaint.
 

We will acknowledge your complaint

We will acknowledge your complaint in writing, as soon as possible, typically within 5 business days of receiving your complaint.

We may ask you to provide clarification or more information to help us resolve your complaint.
 

Help us resolve your complaint sooner

  • Make your complaint as soon as possible.
  • Reply promptly if we ask you for more information.
  • Keep copies of all relevant documents, such as letters, emails and notes of conversations with us.


We will provide our decision

We normally provide our decision in writing, within 90 days of receiving a complaint (or if you are a Québec resident, within 60 days).


It will include:

  • A summary of the complaint.
  • The results of our investigation.
  • Our decision on how to resolve the complaint
  • An explanation of our decision.


If our decision is delayed

If we cannot provide you with our decision within 90 days (or within 60 days if you reside in Québec), we will:

  • Inform you of the delay.
  • Explain why our decision is delayed.
  • Give you a new date for our decision. If you reside in Québec, the additional time to provide you with our decision may not exceed 30 days.

Taking your complaint to the AMF

If you are a Québec resident, you can request that your complaint record be reviewed by the AMF by using the Form to Request the Transfer of a File to the AMF : https://lautorite.qc.ca/fileadmin/lautorite/formulaires/grand-public/GP-plainte_formulaire-transfert-dossier-an.pdf and we are obligated to send your complaint record to the AMF no later than 15 days following receipt of your request.

Additionally, you may also consider the free mediation service offered by the Autorité des marchés financiers (AMF).

The AMF can be reached at Autorité des marchés financiers or 1-877-525-0337

 

Luisa Zentilin 06182025