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To better serve you and ensure the fair and equitable processing of any inquiries, the Groupement des assureurs automobiles (GAA) has implemented a complaints resolution policy:

• If you have a complaint regarding one of the services offered by GAA, you must first inform either the person you dealt with initially or one of our Insurance Information Centre agents (1-877-288-4321 or cinfo@gaa.qc.ca).
• If, after having done so, you believe you have not received a satisfactory response, your file will be transferred to a manager who will assess the situation and contact you if necessary.
• Although in the majority of cases, issues are settled during the previous steps, if you are still dissatisfied with the way your inquiry was handled, you can send a written complaint to the GAA Complaints Liaison Officer:
  • By mail:
    Complaints Liaison Officer
    Groupement des assureurs automobiles
    1981 McGill College Avenue, Suite 620
    Montreal, Quebec, H3A 2Y1
  • By email: plaintes@gaa.qc.ca
• The Complaints Liaison Officer will conduct an impartial assessment of your file. If necessary, you will be contacted in order to obtain additional details about your complaint. A final written decision will be issued within 30 working days of receipt of all documents and information required to assess your file.