Complaint Handling and Dispute Resolution Policy

1. OBJECTIVES
The Complaint Handling and Dispute Resolution Policy (hereinafter the “Policy”) aims to establish a fair and free procedure for our clients to ensure the proper handling of complaints received by Soplex Insurance Solutions, hereinafter referred to as “the firm.” This Policy also seeks to improve our services by identifying common causes of complaints and implementing corrective solutions to address problematic situations.

2. DEFINITION
A complaint expresses a reproach or dissatisfaction regarding one of our services or a product we offer. It is submitted by a client who expects the firm to take action to resolve it.

The following communications are NOT considered complaints:

• A request for information or a document related to a product or service offered;
• A claim or insurance benefit request;
• A request to correct an administrative error, such as a transcription or calculation mistake;
• A request to access or modify personal information;
• A comment or remark about our firm.
  For example, a request for a refund or for specific actions to resolve the situation underlying the complaint would be considered a valid complaint.

3. COMPLAINT HANDLING PROCESS

• 3.1 HOW TO SUBMIT A COMPLAINT?
  You may submit your complaint through the communication method of your choice.

  To contact us:
  Phone: 1-866-321-2233
  Email: plainte@synexcorp.ca
  Mailing address: 2828 Laurier Blvd, Suite 1300, Québec, QC G1V 0B9

  Our offices are open Monday to Friday from 8:30 a.m. to 4:30 p.m.

  Have questions? Contact us to learn more about our complaint handling process.
  You may also fill out the complaint form provided by the Autorité des marchés financiers (AMF), and we remain available to assist you.
  AMF Complaint Form

  STEPS OF THE COMPLAINT HANDLING PROCESS
  Soplex Insurance Solutions may handle certain complaints through a simplified process (outlined later in this policy). If we are unable to resolve your complaint using that method, or if its nature or complexity does not allow for it, the following steps will apply:

  Receipt of Complaint
  Within 10 days of receiving your complaint, you will receive an acknowledgment of receipt. If your complaint is incomplete, you will receive a notice requesting additional information. If the information is not provided within 10 business days, the complaint will be considered withdrawn.

  Complaint Review
  We will analyze your complaint to clearly understand your expectations. To avoid delays, we may contact you for any additional information required to process your complaint.

  Final Written Response
  Within 60 days* of receiving your complaint, you will receive a final written response outlining:
  • How your complaint was reviewed;
  • The elements considered in our decision;
  • And, if possible, a proposed solution to resolve the issue.

  *Possible extension if justified

  Evaluation of the Offer and Resolution of the Complaint
  You are invited to review our final response.
  Soplex Insurance Solutions must receive your response within 30 days unless you request a reasonable extension in writing. You may respond by:
  • Accepting the offer;
  • Refusing the offer;
  • Presenting a counter-offer.

  Once we reach an agreement with you, Soplex Insurance Solutions will carry out the resolution within 30 days unless another timeline is agreed upon. If we do not receive any response or follow-up from you within the prescribed timeframes, Soplex Insurance Solutions may be required to close your complaint file.

• 3.2 COMPLAINT FILE MANAGEMENT RULES
  Each complaint must be documented in a separate file, which must include all information and documents relevant to the handling of your complaint.

  FILE TRANSFER TO THE AMF
  If you are not satisfied with the final position or the way your complaint was handled, you may request, at any time, that the person in charge transfer your file to the AMF. The transferred file will include all information related to your complaint. We are obligated to forward your complaint file to the AMF within 15 days of your request.

  SIMPLIFIED COMPLAINT HANDLING PROCESS
  Some complaints may be resolved through a simplified process. This applies when we can offer:
  • A satisfactory solution (acceptance of a resolution or explanation);
  • A resolution within 20 days;
  • Handling by a member of our customer service team (e.g., by phone).

  If we are unable to propose a solution or provide satisfactory explanations under the simplified process, we will inform you in writing. Your complaint will then follow the steps outlined in the detailed complaint handling process above. The time spent on the simplified process does not affect our commitment to providing a final written response within the prescribed deadlines.

4. COMPLAINTS OFFICER
The firm has appointed a Complaints Officer responsible for ensuring that Soplex Insurance Solutions complies with applicable laws on complaint handling and dispute resolution.
The officer also acts as the firm’s liaison with the Autorité des marchés financiers.
They are responsible for sharing necessary information with staff to ensure compliance with this Policy and its implementation.

5. POLICY ADOPTION AND AMENDMENT
This Policy was adopted by the Executive Board of Soplex Insurance Solutions and takes effect on July 1, 2025. It replaces all previous versions. The Policy’s version history is available upon request from the Complaints and Dispute Resolution Officer.

The Complaints and Dispute Resolution Officer is responsible for this Policy and its review. The Policy may be amended at the discretion of Soplex Insurance Solutions to reflect changes in applicable requirements or internal practices. It will be reviewed at least once every three years.