Policy Description¹¹

This policy ensures that any complaint received by ASSUREXPERTS TINA CIAMBRONE & ASSOCIÉS, a Damage Insurance Brokerage Firm, is analyzed and addressed through a fair and free process, in compliance
with the Regulation on Complaint Handling and Dispute Resolution in the financial sector.

What is a Complaint?

A complaint expresses:

• A reproach or dissatisfaction with our services or one of our products; and
• An expectation from you that we take action to resolve the issue.

Example:
When you request a refund or want the firm to take action to resolve the situation at the origin of your complaint.

How to Submit a Complaint?

You may submit your complaint in writing (ideally) or verbally through the following methods:

By mail or in person: ASSUREXPERTS TINA CIAMBRONE & ASSOCIÉS Attn: Complaint Officer – Clementina Ciambrone 4886 Jarry East Street Saint-Léonard, Quebec H1R 1X9

Office hours: Mon–Thu: 8:30 AM –4:30 PM Fri: 8:30 AM – 4:00 PM Sat–Sun: Closed

By email: [email protected]

By phone: 514-381-7411 (main & direct line)

You may also fill out the official AMF complaint form :
complaint form¹² of the Financial Markets Authority (“the Authority”) posted online and we remain available to assist you.

STEPS IN THE COMPLAINTS HANDLING PROCESS

ASSUREXPERTS TINA CIAMBRONE & ASSOCIÉS may handle certain complaints using a simplified process. This process is explained later in this policy. If we are unable to resolve your
complaint using this process, or if the nature or complexity of your complaint does not lend itself to it, it will be handled using the following steps:

1) Receipt of Complaint
You will receive an acknowledgment of receipt within 10 days of submitting your complaint.

2) Complaint Analysis
We will analyze your complaint to fully understand your expectations of ASSUREXPERTS TINA CIAMBRONE & ASSOCIÉS. To avoid further delays, your cooperation may be required if we contact you to obtain
additional information.

3) Final Written Response
Within 60 days* of submitting your complaint, you will receive a final written response explaining:

• How your complaint was analyzed;
• The reasons for our response;
• And, if possible, the proposed solution to resolve your complaint.

*Extension of additional time limit
If the processing of your complaint becomes more complex or requires a longer period of time, ASSUREXPERTS TINA CIAMBRONE & ASSOCIÉS will notify you in writing, taking care to specify the reasons justifying an additional period of up to 30 days.

4) Offer Evaluation and Complaint Resolution
Please take the time to review our firm’s final response. However, ASSUREXPERTS TINA CIAMBRONE & ASSOCIÉS must receive your response within 30 days, unless you have received a reasonable written request for an extension. In such cases, we may receive one of the following responses:

• Your acceptance of ASSUREXPERTS TINA CIAMBRONE & ASSOCIÉS’s offer;
• Your rejection of ASSUREXPERTS TINA CIAMBRONE & ASSOCIÉS’s offer;
• Your submission of a counteroffer.

When we agree with you on how to resolve your complaint, ASSUREXPERTS TINA CIAMBRONE & ASSOCIÉS will follow up on the settlement within 30 days, unless we have agreed with you on a different deadline in your best interest.

If ASSUREXPERTS TINA CIAMBRONE & ASSOCIÉS does not receive a response or follow-up from you within the established timeframes of the complaint handling process, ASSUREXPERTS TINA CIAMBRONE & ASSOCIÉS may be forced to close your complaint file.

5) Review of the complaint file by the Authority
As required, ASSUREXPERTS TINA CIAMBRONE & ASSOCIÉS creates a file for each complaint, in which we keep all information and documents useful for processing your complaint.

You can contact us to request a review of your complaint by the Authority at any time if you are dissatisfied with the way we handled your complaint or with the response we provided to you.

ASSUREXPERTS TINA CIAMBRONE & ASSOCIÉS will forward your complaint file to the Authority within a maximum of 15 days following your request. Following its review of the file, the Authority will offer dispute resolution services, if it deems appropriate. This right of transfer of the complainant expires one (1) year after the date of receipt of the final response.

SIMPLIFIED PROCESS FOR HANDLING (CERTAIN COMPLAINTS)

We may handle and resolve certain complaints using a simplified process. This process applies to complaints for which we are able to offer:

• A satisfactory solution (acceptance of solution or explanations)
• Payment within 20 days.
• Assistance from a member of our customer service team (e.g., during a phone call).

If we are unable to offer you a solution or provide you with explanations that resolve your complaint through this simplified process, we will notify you in writing.

• Your complaint will continue to be processed following the steps for handling a complaint detailed above.
• The time we take to attempt to resolve your complaint through a simplified process does not affect our obligation to provide you with our final written response within the required timeframe.

Reference
This policy is drafted in accordance with the regulatory framework provided by the Act respecting the distribution of financial products and services and the regulation respecting the handling of complaints in the financial sector.

Update
This policy is subject to change in accordance with AMF directives. It is currently in effect and was last updated on July 1, 2025.

¹¹Complaint examination | : Policy Summary Template (MAJ20250601)

¹² Header of the AMF Complaint Form :Complaint form (lautorite.qc.ca) (20240901 no change 20250601)