{"id":3687,"date":"2021-07-15T15:27:58","date_gmt":"2021-07-15T19:27:58","guid":{"rendered":"https:\/\/tourmed.ca\/make-a-complaint\/"},"modified":"2026-07-30T08:24:00","modified_gmt":"2026-07-30T12:24:00","slug":"make-a-complaint","status":"publish","type":"page","link":"https:\/\/tourmed.ca\/en\/make-a-complaint\/","title":{"rendered":"Make a complaint"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"3687\" class=\"elementor elementor-3687 elementor-295\" data-elementor-post-type=\"page\">\n\t\t\t\t<div class=\"elementor-element elementor-element-a09f474 e-flex e-con-boxed e-con e-parent\" data-id=\"a09f474\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-d8c5f69 e-con-full e-flex e-con e-child\" data-id=\"d8c5f69\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-1ac851a elementor-widget-mobile__width-initial elementor-widget elementor-widget-heading\" data-id=\"1ac851a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\"><strong>Complaint review<\/strong> policy, procedure and form<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8a37c05 elementor-widget elementor-widget-text-editor\" data-id=\"8a37c05\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>In accordance with its obligations, Humania Travel Insurance has adopted a Complaint Review Policy.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-beae3d1 elementor-mobile-align-center elementor-widget elementor-widget-button\" data-id=\"beae3d1\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=\"https:\/\/tourmed.ca\/en\/contact-us\/\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t<span class=\"elementor-button-icon\">\n\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" xmlns:xlink=\"http:\/\/www.w3.org\/1999\/xlink\" xmlns:serif=\"http:\/\/www.serif.com\/\" width=\"100%\" height=\"100%\" viewBox=\"0 0 16 16\" xml:space=\"preserve\" style=\"fill-rule:evenodd;clip-rule:evenodd;stroke-linejoin:round;stroke-miterlimit:2;\">    <g transform=\"matrix(1,0,0,1,-255.875,-20.5)\">        <path d=\"M269.189,27.75L265.697,24.257C265.404,23.965 265.404,23.49 265.697,23.197C265.99,22.904 266.464,22.904 266.757,23.197L271.53,27.97C271.823,28.263 271.823,28.737 271.53,29.03L266.757,33.803C266.464,34.096 265.99,34.096 265.697,33.803C265.404,33.51 265.404,33.036 265.697,32.743L269.189,29.25L256,29.25L256,27.75L269.189,27.75Z\" fill=\"currentColor\"><\/path>    <\/g><\/svg>\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">Contact us<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-7109ea8 e-con-full e-flex e-con e-child\" data-id=\"7109ea8\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-e8dbd38 elementor-absolute elementor-view-default elementor-widget elementor-widget-icon\" data-id=\"e8dbd38\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;_position&quot;:&quot;absolute&quot;}\" data-widget_type=\"icon.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-icon-wrapper\">\n\t\t\t<div class=\"elementor-icon\">\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"105\" height=\"103\" viewBox=\"0 0 105 103\" fill=\"none\"><path d=\"M93.5099 38.7085H65.3236V11.3742C65.3236 5.09132 60.1722 0 53.8152 0C47.4582 0 42.3069 5.09132 42.3069 11.3742V17.2599C42.3069 24.59 40.3706 30.2049 36.4796 34.1227C32.5887 38.0405 27.1268 40.0084 20.0757 40.0084H10.8507C4.85908 40.0084 0 44.8109 0 50.7327C0 56.6545 4.85908 61.457 10.8507 61.457H39.6581V90.2717C39.6581 97.3129 45.4306 103 52.5365 103C59.6425 103 65.3601 97.3671 65.4149 90.362L65.6524 61.4389H93.4916C99.8486 61.4389 105 56.3476 105 50.0647C105 43.7818 99.8486 38.6904 93.4916 38.6904L93.5099 38.7085Z\" fill=\"currentColor\"><\/path><\/svg>\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7a8ab3f elementor-absolute elementor-view-default elementor-widget elementor-widget-icon\" data-id=\"7a8ab3f\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;_position&quot;:&quot;absolute&quot;}\" data-widget_type=\"icon.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-icon-wrapper\">\n\t\t\t<div class=\"elementor-icon\">\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"105\" height=\"103\" viewBox=\"0 0 105 103\" fill=\"none\"><path d=\"M93.5099 38.7085H65.3236V11.3742C65.3236 5.09132 60.1722 0 53.8152 0C47.4582 0 42.3069 5.09132 42.3069 11.3742V17.2599C42.3069 24.59 40.3706 30.2049 36.4796 34.1227C32.5887 38.0405 27.1268 40.0084 20.0757 40.0084H10.8507C4.85908 40.0084 0 44.8109 0 50.7327C0 56.6545 4.85908 61.457 10.8507 61.457H39.6581V90.2717C39.6581 97.3129 45.4306 103 52.5365 103C59.6425 103 65.3601 97.3671 65.4149 90.362L65.6524 61.4389H93.4916C99.8486 61.4389 105 56.3476 105 50.0647C105 43.7818 99.8486 38.6904 93.4916 38.6904L93.5099 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61.457H39.6581V90.2717C39.6581 97.3129 45.4306 103 52.5365 103C59.6425 103 65.3601 97.3671 65.4149 90.362L65.6524 61.4389H93.4916C99.8486 61.4389 105 56.3476 105 50.0647C105 43.7818 99.8486 38.6904 93.4916 38.6904L93.5099 38.7085Z\" fill=\"currentColor\"><\/path><\/svg>\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e3c7c36 elementor-widget elementor-widget-image\" data-id=\"e3c7c36\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"800\" height=\"533\" src=\"https:\/\/tourmed.ca\/wp-content\/uploads\/2021\/06\/loving-couple-walking-on-the-town-square-picture-id1867940971.jpg\" class=\"attachment-large size-large wp-image-3257\" alt=\"\" srcset=\"https:\/\/tourmed.ca\/wp-content\/uploads\/2021\/06\/loving-couple-walking-on-the-town-square-picture-id1867940971.jpg 1024w, https:\/\/tourmed.ca\/wp-content\/uploads\/2021\/06\/loving-couple-walking-on-the-town-square-picture-id1867940971-300x200.jpg 300w, https:\/\/tourmed.ca\/wp-content\/uploads\/2021\/06\/loving-couple-walking-on-the-town-square-picture-id1867940971-768x512.jpg 768w, https:\/\/tourmed.ca\/wp-content\/uploads\/2021\/06\/loving-couple-walking-on-the-town-square-picture-id1867940971-60x40.jpg 60w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-f562cb7 e-flex e-con-boxed e-con e-parent\" data-id=\"f562cb7\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-d6b8d6d elementor-widget__width-inherit elementor-widget elementor-widget-text-editor\" data-id=\"d6b8d6d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h2 id=\"what-is-a-complaint\" class=\"wp-block-heading\">What is a complaint?<\/h2><p>You can file a complaint verbally or in writing. Your complaint must meet the following conditions:<\/p><ul class=\"wp-block-list\"><li>It expresses dissatisfaction or criticism with the services or products offered by the financial intermediary or institution<\/li><li>It is communicated directly to the financial intermediary or institution by one of its customers<\/li><li>It includes an expectation, explicit or implied, that action will be taken by the financial intermediary or financial institution to resolve the situation<\/li><\/ul><h2 id=\"how-do-i-file-a-complaint\" class=\"wp-block-heading\">How do I file a complaint?<\/h2><ol class=\"wp-block-list\"><li>First, contact the department that served you. You can usually find the department or employee\u2019s contact details on the documents you received. If you cannot find the information or are unsure who to contact, reach out to our customer service agents at the following number:<a title=\"\" href=\"tel:1-800-268-9633\">\u00a0<strong>1 800 268-9633<\/strong><\/a><\/li><li>If you are not satisfied with the department\u2019s response, you can escalate your complaint to Humania\u2019s Complaints Officer:<br \/><strong>Mr. Jean-Beno\u00eet Forgues<\/strong>Vice President, Legal Affairs and ComplianceHumania Assurance Inc.<br \/>1555 Girouard Street West, Saint-Hyacinthe, Quebec J2S 2Z6Email:\u00a0<a href=\"mailto:conformite@humania.ca\">conformite@humania.ca<\/a>Phone:\u00a0<a href=\"tel:+18003631334\" target=\"_blank\" rel=\"noreferrer noopener\">1-800-363-1334<\/a>\u00a0ext. 263<\/li><li>If you need help drafting your complaint, please do not hesitate to contact us at\u00a0<a href=\"mailto:conformite@humania.ca\">conformite@humania.ca<\/a>\u00a0and include the details of your request. The\u00a0<a href=\"https:\/\/www.humania.ca\/wp-content\/documents\/en\/2050-006-en-formulaire-de-plainte-2023-04.pdf\" target=\"_blank\" rel=\"noreferrer noopener\">complaint form<\/a>\u00a0is also available to you.<\/li><\/ol><h2 id=\"how-will-my-complaint-be-handled\" class=\"wp-block-heading\">How will my complaint be handled?<\/h2><h4 id=\"opening-the-file\" class=\"wp-block-heading\">Opening the file<\/h4><p>Humania reviews every complaint objectively, and always considers your interests. The complaint process is simple and free.<\/p><p>A dedicated file is created for each complaint. This file contains all documents relevant to the investigation.<\/p><h4 id=\"acknowledgement-of-receipt\" class=\"wp-block-heading\">Acknowledgement of receipt<\/h4><p>Within 10 days of receiving your complaint, Humania must confirm receipt in writing and inform you of your right to have your file reviewed by the\u00a0<em>Autorit\u00e9 des march\u00e9s financiers<\/em>.<\/p><p>If the complaint follows the simplified process, this acknowledgement may be given verbally.<\/p><h4 id=\"simplified-process\" class=\"wp-block-heading\">Simplified process<\/h4><p>In certain cases, Humania may opt to resolve the complaint through a simplified process as described below. This applies to complaints for which a satisfactory response can be provided to you within 20 days.<\/p><p>The simplified complaint process is less formal and may take place verbally over the phone with one of our staff members.<\/p><p>If Humania is unable to provide a response within 20 days, we must send you a written notice and the complaint must be handled through the standard process.<\/p><h4 id=\"standard-process\" class=\"wp-block-heading\">Standard process<\/h4><p>Humania must provide a final written response, with reasons, within 60 days of receiving your complaint. If exceptional or uncontrollable circumstances apply, the response period may be extended to 90 days.<\/p><h4 id=\"transfer-to-regulatory-authority\" class=\"wp-block-heading\">Transfer to regulatory authority<\/h4><p>If you are not satisfied after completing Humania\u2019s complaint process, you may ask the Complaints Officer to transfer your file to one of the following external authorities:<\/p><ol class=\"wp-block-list\"><li>In Quebec, to the\u00a0<em><a href=\"https:\/\/lautorite.qc.ca\/en\/general-public\/assistance-and-complaints\/making-a-complaint\" target=\"_blank\" rel=\"noreferrer noopener\">l\u2019Autorit\u00e9 des march\u00e9s financiers (AMF)<\/a><\/em><\/li><li>Elsewhere in Canada, to\u00a0<a href=\"https:\/\/olhi.ca\/\" target=\"_blank\" rel=\"noreferrer noopener\">OmbudService for Life and Health Insurance (OLHI)<\/a><\/li><\/ol><h2 id=\"how-are-complaints-reported-to-the-regulatory-authorities\" class=\"wp-block-heading\">How are complaints reported to the regulatory authorities?<\/h2><p>All complaints are recorded in a register that Humania keeps up to date.<\/p><p>The Complaints Officer reports annually to regulatory authorities about any complaints received throughout the year.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Complaint review policy, procedure and form In accordance with its obligations, Humania Travel Insurance has adopted a Complaint Review Policy. Contact us What is a complaint? You can file a complaint verbally or in writing. Your complaint must meet the following conditions: It expresses dissatisfaction or criticism with the services or products offered by the [&hellip;]<\/p>\n","protected":false},"author":12,"featured_media":3257,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-3687","page","type-page","status-publish","has-post-thumbnail","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/tourmed.ca\/en\/wp-json\/wp\/v2\/pages\/3687","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/tourmed.ca\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/tourmed.ca\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/tourmed.ca\/en\/wp-json\/wp\/v2\/users\/12"}],"replies":[{"embeddable":true,"href":"https:\/\/tourmed.ca\/en\/wp-json\/wp\/v2\/comments?post=3687"}],"version-history":[{"count":0,"href":"https:\/\/tourmed.ca\/en\/wp-json\/wp\/v2\/pages\/3687\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/tourmed.ca\/en\/wp-json\/wp\/v2\/media\/3257"}],"wp:attachment":[{"href":"https:\/\/tourmed.ca\/en\/wp-json\/wp\/v2\/media?parent=3687"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}