{"id":14926,"date":"2025-11-21T14:38:10","date_gmt":"2025-11-21T13:38:10","guid":{"rendered":"https:\/\/www.americas.msh-intl.com\/complaint-processing\/"},"modified":"2026-05-08T21:41:20","modified_gmt":"2026-05-08T20:41:20","slug":"traitement-des-reclamations","status":"publish","type":"page","link":"https:\/\/www.americas.msh-intl.com\/fr\/traitement-des-reclamations\/","title":{"rendered":"Complaint processing"},"content":{"rendered":"<div class=\"wpb-content-wrapper\">[vc_row full_width=\u00a0\u00bbstretch_row_content\u00a0\u00bb pix_particles_check=\u00a0\u00bb\u00a0\u00bb el_class=\u00a0\u00bbheader-classic nobg\u00a0\u00bb][vc_column]<div id=\"el1756733135768-b99b10ae-2e39\" class=\"pix-el-text   w-100  \" ><p class=\"\"><h1 style=\"text-align: center; font-size: 70px; margin-bottom: 20px;\"><span class=\"gradient-text\">Politiques de traitement des plaintes<\/span><\/h1>\n<\/p><\/div>[\/vc_column][\/vc_row][vc_row gap=\u00a0\u00bb35&Prime; pix_particles_check=\u00a0\u00bb\u00a0\u00bb][vc_column width=\u00a0\u00bb1\/2&Prime;]<div  class=\"pix-heading-el text-left \"><h2 class=\"text-black font-weight-bold h2 heading-text el-title_custom_color mb-12\" style=\"font-size:38px;\" data-anim-type=\"\" data-anim-delay=\"0\">Traitement des plaintes \u2013 Plaintes Lloyd\u2019s, plaintes AWP et plaintes de MSH Americas (MSH)<\/h2><\/div>[vc_empty_space height=\u00a0\u00bb20px\u00a0\u00bb][vc_column_text css=\u00a0\u00bb\u00a0\u00bb el_class=\u00a0\u00bbmentiolegale\u00a0\u00bb]Lloyd&rsquo;s &#8211; Processus de traitement des plaintes\r\nSi un assur\u00e9 souhaite d\u00e9poser une plainte concernant une police aupr\u00e8s des souscripteurs de la Lloyd&rsquo;s, le \u00ab\u00a0protocole de plainte\u00a0\u00bb suivant est pr\u00e9vu;[\/vc_column_text][vc_empty_space height=\u00a0\u00bb45px\u00a0\u00bb]<div  class=\"pix-heading-el text-left \"><h2 class=\"text-black font-weight-bold h2 heading-text el-title_custom_color mb-12\" style=\"font-size:38px;\" data-anim-type=\"\" data-anim-delay=\"0\">PROTOCOLE DE R\u00c9CLAMATION DES SOUSCRIPTEURS DU LLOYD'S<\/h2><\/div>[vc_empty_space height=\u00a0\u00bb20px\u00a0\u00bb][vc_column_text css=\u00a0\u00bb\u00a0\u00bb el_class=\u00a0\u00bbmentiolegale\u00a0\u00bb]Lloyd&rsquo;s s&rsquo;efforce d&rsquo;am\u00e9liorer l&rsquo;exp\u00e9rience de ses clients gr\u00e2ce \u00e0 un service de qualit\u00e9 sup\u00e9rieure et \u00e0 des produits d&rsquo;assurance innovants.\r\n\r\nWe have developed a formal complaint handling protocol in accordance with the Insurance Companies Act of Canada to ensure your concerns as our valued customer are addressed expeditiously by our representatives. This protocol will assist you in understanding the steps we will undertake to help resolve any dispute which may arise with our product or service. All complaints will be handled in a professional manner. All complaints will be investigated, acted upon, and responded to in writing or by telephone by a Lloyd\u2019s representative promptly after the receipt of the complaint. If you are not satisfied with our products or services, you can take the following steps to address the issue:\r\n<ul>\r\n \t<li>&#8211; Tout d&rsquo;abord, veuillez contacter le courtier qui a souscrit l&rsquo;assurance en votre nom pour lui faire part de vos pr\u00e9occupations, afin qu&rsquo;il ait la possibilit\u00e9 de vous aider \u00e0 r\u00e9soudre la situation.<\/li>\r\n \t<li>&#8211; Si votre courtier n&rsquo;est pas en mesure de vous aider \u00e0 r\u00e9soudre votre probl\u00e8me, nous vous demandons de nous fournir par \u00e9crit les grandes lignes de votre plainte, ainsi que le nom de votre courtier et le num\u00e9ro de votre police.<\/li>\r\n<\/ul>\r\nVeuillez envoyer votre plainte \u00e0 l&rsquo;adresse suivante:\r\n<p style=\"color: #000000a6; font-weight: bold;\">Lloyd\u2019s Underwriters\/Assureurs du Lloyd&rsquo;s<\/p>\r\n\u00e0 l&rsquo;attention de : Lloyd&rsquo;s Underwriters Responsable des plaintes\r\n1155 rue Metcalfe, Suite 2220, Montr\u00e9al (Qu\u00e9bec) H3B 2V6\r\nT\u00e9l\u00e9phone: 1-877-455-6937Fax: (514) 861-0470\r\nCourriel: lineage@lloyds.ca\r\n\r\nVotre plainte sera transmise \u00e0 l&rsquo;interlocuteur commercial appropri\u00e9 pour traitement. Il vous \u00e9crira dans les deux jours ouvrables pour accuser r\u00e9ception de votre plainte et vous indiquer quand vous pouvez vous attendre \u00e0 une r\u00e9ponse compl\u00e8te. Si n\u00e9cessaire, nous ferons \u00e9galement appel au personnel interne du service d&rsquo;assistance aux assur\u00e9s et au march\u00e9 de la Lloyd&rsquo;s \u00e0 Londres, en Angleterre, qui vous r\u00e9pondra directement et, dans un dernier temps, \u00e9mettra une lettre finale de prise de position sur votre plainte.\r\n\r\nSi vos pr\u00e9occupations ne sont toujours pas prises en compte \u00e0 votre satisfaction, vous avez le droit de poursuivre votre d\u00e9marche pour que votre plainte soit examin\u00e9e par les organismes suivants:\r\n\r\nLe Service de conciliation en assurance de dommages (SCAD) aide \u00e0 r\u00e9soudre les conflits entre les clients et leurs compagnies d&rsquo;assurance. Le SCAD peut \u00eatre contact\u00e9 \u00e0 l&rsquo;adresse suivante:\r\n\r\nNum\u00e9ro gratuit: 1-877-225-0446\r\n<span style=\"color: #7900f0;\"><a style=\"color: #7900f0;\" href=\"https:\/\/www.giocanada.org\/\">www.giocanada.org<\/a><\/span>[\/vc_column_text][\/vc_column][vc_column width=\u00a0\u00bb1\/2&Prime;]<div  class=\"pix-heading-el text-left \"><h2 class=\"text-black font-weight-bold h2 heading-text el-title_custom_color mb-12\" style=\"font-size:38px;\" data-anim-type=\"\" data-anim-delay=\"0\">Pour les clients du Qu\u00e9bec :<\/h2><\/div>[vc_empty_space height=\u00a0\u00bb20px\u00a0\u00bb][vc_column_text css=\u00a0\u00bb\u00a0\u00bb el_class=\u00a0\u00bbmentiolegale\u00a0\u00bb]Retrouvez notre Politique de traitement des plaintes et diff\u00e9rends sur . <span style=\"color: #7900f0;\"><a style=\"color: #7900f0;\" href=\"https:\/\/drive.google.com\/file\/d\/1lba0gK4OvW-UTFZdilWBriv0NWzrLIJN\/view\" target=\"_blank\" rel=\"noopener\">ce lien.<\/a><\/span>\r\n\r\n<b>Autorit\u00e9 des march\u00e9s financiers (AMF).<\/b>. La r\u00e9glementation des compagnies d&rsquo;assurance au Qu\u00e9bec est administr\u00e9e par l&rsquo;AMF. Si vous n&rsquo;\u00eates toujours pas satisfait de la fa\u00e7on dont votre plainte a \u00e9t\u00e9 trait\u00e9e ou des r\u00e9sultats du protocole de traitement des plaintes, vous pouvez transmettre votre plainte \u00e0 l&rsquo;AMF qui \u00e9tudiera votre dossier et pourra recommander la m\u00e9diation, si elle juge cette mesure appropri\u00e9e et si les deux parties y consentent. L&rsquo;AMF est joignable au:\r\n\r\nNum\u00e9ro gratuit : 1-877-525-0337\r\nQu\u00e9bec: (418) 525-0337\r\nMontr\u00e9al: (514) 395-0311\r\n\r\n<span style=\"color: #7900f0;\"><a style=\"color: #7900f0;\" href=\"https:\/\/www.lautorite.qc.ca\/\">www.lautorite.qc.ca<\/a><\/span>\r\n\r\nSi vous avez une plainte concernant sp\u00e9cifiquement les proc\u00e9dures de traitement des plaintes de Lloyd&rsquo;s Underwriters, vous pouvez contacter l&rsquo;Agence de la consommation en mati\u00e8re financi\u00e8re du Canada (ACFC).\r\n\r\nL&rsquo;Agence de la consommation en mati\u00e8re financi\u00e8re du Canada (ACFC) fournit aux consommateurs des renseignements exacts et objectifs sur les produits et services financiers et informe les Canadiens de leurs droits et responsabilit\u00e9s lorsqu&rsquo;ils traitent avec des institutions financi\u00e8res. L&rsquo;ACFC veille \u00e9galement au respect des lois f\u00e9d\u00e9rales sur la protection des consommateurs qui s&rsquo;appliquent aux banques et aux soci\u00e9t\u00e9s de fiducie, de pr\u00eat et d&rsquo;assurance constitu\u00e9es en vertu d&rsquo;une loi f\u00e9d\u00e9rale. L&rsquo;ACFC n&rsquo;intervient pas dans les litiges individuels. L&rsquo;ACFC peut \u00eatre jointe \u00e0 l&rsquo;adresse suivante :\r\n\r\n427 Laurier Avenue West, 6th Floor, Ottawa ON K1R 1B9\r\n\r\nService en anglais : 1-866-461-FCAC (3222)\r\nService en fran\u00e7ais : 1-866-461-ACFC (2232)\r\n\r\n<span style=\"color: #7900f0;\"><a style=\"color: #7900f0;\" href=\"https:\/\/www.canada.ca\/en\/financial-consumer-agency.html\">www.fcac-acfc.gc.ca<\/a><\/span>[\/vc_column_text][vc_empty_space height=\u00a0\u00bb45px\u00a0\u00bb]<div  class=\"pix-heading-el text-left \"><h2 class=\"text-black font-weight-bold h2 heading-text el-title_custom_color mb-12\" style=\"font-size:38px;\" data-anim-type=\"\" data-anim-delay=\"0\">AWP Allianz - Processus de traitement des r\u00e9clamations <\/h2><\/div>[vc_empty_space height=\u00a0\u00bb20px\u00a0\u00bb][vc_column_text css=\u00a0\u00bb\u00a0\u00bb el_class=\u00a0\u00bbmentiolegale\u00a0\u00bb]Pour les plaintes des membres AzC uniquement:: <span style=\"color: #7900f0;\"><a style=\"color: #7900f0;\" href=\"https:\/\/www.allianzcare.com\/fr\/procedure-de-traitement-des-reclamations.html#canada\">Proc\u00e9dure de r\u00e9clamation | Allianz Care<\/a><\/span>[\/vc_column_text][vc_empty_space height=\u00a0\u00bb45px\u00a0\u00bb]<div  class=\"pix-heading-el text-left \"><h2 class=\"text-black font-weight-bold h2 heading-text el-title_custom_color mb-12\" style=\"font-size:38px;\" data-anim-type=\"\" data-anim-delay=\"0\">iA - Processus de traitement des plaintes<\/h2><\/div>[vc_empty_space height=\u00a0\u00bb20px\u00a0\u00bb][vc_column_text css=\u00a0\u00bb\u00a0\u00bb el_class=\u00a0\u00bbmentiolegale\u00a0\u00bb]English: <span style=\"color: #7900f0;\"><a style=\"color: #7900f0;\" href=\"https:\/\/ia.ca\/complaints\">To File a Complaint | iA Financial Group<\/a><\/span>\r\n\r\nFrench:<span style=\"color: #7900f0;\"> <a style=\"color: #7900f0;\" href=\"https:\/\/ia.ca\/plaintes\">Formuler Une Plainte | iA Groupe financier<\/a><\/span>[\/vc_column_text][vc_empty_space height=\u00a0\u00bb45px\u00a0\u00bb]<div  class=\"pix-heading-el text-left \"><h2 class=\"text-black font-weight-bold h2 heading-text el-title_custom_color mb-12\" style=\"font-size:38px;\" data-anim-type=\"\" data-anim-delay=\"0\">MSH \u2013 Processus de traitement des plaintes<\/h2><\/div>[vc_empty_space height=\u00a0\u00bb20px\u00a0\u00bb][vc_column_text css=\u00a0\u00bb\u00a0\u00bb el_class=\u00a0\u00bbmentiolegale\u00a0\u00bb]Notre politique en mati\u00e8re de gestion des plaintes est accessible via <span style=\"color: #7900f0;\">\u00a0<\/span><span style=\"color: #7e4bd2;\"><a style=\"color: #7e4bd2;\" href=\"https:\/\/drive.google.com\/file\/d\/1ZtyI9cvo2qnoB7GyOSI43ybo5GZPMkv-\/view\" target=\"_blank\" rel=\"noopener\">ce lien<\/a>.<\/span>[\/vc_column_text][\/vc_column][\/vc_row][vc_row disable_element=\u00a0\u00bbyes\u00a0\u00bb pix_particles_check=\u00a0\u00bb\u00a0\u00bb el_class=\u00a0\u00bbmobilmmention width1090&Prime;][vc_column][vc_column_text css=\u00a0\u00bb\u00a0\u00bb el_class=\u00a0\u00bbmentiolegale\u00a0\u00bb]Should you be dissatisfied in any way, we invite you to inform your usual contact person who is available to help you find a solution.\r\n\r\nYou can also send your complaint by mail: to Service r\u00e9clamation (Complaint Department), 23, All\u00e9es de l\u2019Europe, 92587 Clichy Cedex, France (or to the address of the Complaint department of your nearby claims department).\r\n\r\nIn all cases, we undertake to:\r\n&#8211; acknowledge receipt of your complaint no later than 10 business days after it has been submitted;\r\n&#8211; provide you with a positive or negative reply no later than 2 months after the complaint has been submitted or, failing that, to keep you up to date on how it is being handled.\r\n\r\nIf you still disagree with the reply or solution provided, you can contact the Insurance Ombudsman:\r\n&#8211; by mail: LA MEDIATION DE L\u2019ASSURANCE &#8211; TSA 50110 &#8211; 75441 PARIS CEDEX 09, France,\r\n&#8211; online : <a href=\"https:\/\/www.mediation-assurance.org\">https:\/\/www.mediation-assurance.org<\/a> (under \u00ab\u00a0saisir le m\u00e9diateur\u00a0\u00bb)\r\n&#8211; by email: <a href=\"mailto:le.mediateur@mediation-assurance.org\">le.mediateur@mediation-assurance.org<\/a>[\/vc_column_text][\/vc_column][\/vc_row]<\/div>","protected":false},"excerpt":{"rendered":"[vc_row full_width=\u00a0\u00bbstretch_row_content\u00a0\u00bb pix_particles_check=\u00a0\u00bb\u00a0\u00bb el_class=\u00a0\u00bbheader-classic nobg\u00a0\u00bb][vc_column][\/vc_column][\/vc_row][vc_row gap=\u00a0\u00bb35&Prime; pix_particles_check=\u00a0\u00bb\u00a0\u00bb][vc_column width=\u00a0\u00bb1\/2&Prime;][vc_empty_space height=\u00a0\u00bb20px\u00a0\u00bb][vc_column_text css=\u00a0\u00bb\u00a0\u00bb el_class=\u00a0\u00bbmentiolegale\u00a0\u00bb]Lloyd&rsquo;s &#8211; Processus de traitement des plaintes Si un assur\u00e9 souhaite d\u00e9poser une plainte concernant une police aupr\u00e8s des souscripteurs de la Lloyd&rsquo;s, le \u00ab\u00a0protocole de plainte\u00a0\u00bb suivant est pr\u00e9vu;[\/vc_column_text][vc_empty_space&#8230;","protected":false},"author":3,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"categories":[],"class_list":["post-14926","page","type-page","status-publish","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.americas.msh-intl.com\/fr\/wp-json\/wp\/v2\/pages\/14926","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.americas.msh-intl.com\/fr\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.americas.msh-intl.com\/fr\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.americas.msh-intl.com\/fr\/wp-json\/wp\/v2\/users\/3"}],"replies":[{"embeddable":true,"href":"https:\/\/www.americas.msh-intl.com\/fr\/wp-json\/wp\/v2\/comments?post=14926"}],"version-history":[{"count":3,"href":"https:\/\/www.americas.msh-intl.com\/fr\/wp-json\/wp\/v2\/pages\/14926\/revisions"}],"predecessor-version":[{"id":14930,"href":"https:\/\/www.americas.msh-intl.com\/fr\/wp-json\/wp\/v2\/pages\/14926\/revisions\/14930"}],"wp:attachment":[{"href":"https:\/\/www.americas.msh-intl.com\/fr\/wp-json\/wp\/v2\/media?parent=14926"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.americas.msh-intl.com\/fr\/wp-json\/wp\/v2\/categories?post=14926"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}