Customer satisfaction
Customer satisfaction is a priority for Escapade Travel Insurance. We invite you to communicate the reason for your dissatisfaction so that we may better know the needs of our clientele and offer quality service.

Here are the steps to follow:

Step 1: Communicate the reason for your dissatisfaction to Escapade Travel Insurance
Call one of our representatives to share your comments or inform them of the reason you are dissatisfied with a product or a service. His or her contact information is found in the documentation that you received when you purchased or registered for the product or service. If you can’t find the contact information, call our Customer Service department at 1-800-564-2042.

Step 2: Review of your issue
If the explanations of your representative are not satisfactory, you can request that your issue be reviewed by contacting our Customer Service department 1-800-564-2042, and they will be happy to answer your questions.

Step 3: Filing a complaint
If, after having spoken with our Customer Service Department, the reason for your dissatisfaction is not resolved, you may file a complaint, either in written form or verbally, with Escapade Travel Insurance’s complaints coordinator.

Your complaint will be handled by a complaints coordinator who will investigate and inform you in writing of his or her recommendations within 30 business days following receipt of all documents and information required to study the situation. The response letter, a copy of which will be sent to you, will explain the decision made by Escapade Travel Insurance with regard to your complaint.

You can download the complaint form and mail or email it to us at the addresses below.

Customer Relations
Escapade Travel Insurance
815, boulevard Lebourgneuf, # 308
Quebec (QC)  G2J 0C1
satisfaction@viaescapade.com

Step 4: Alternatives
In Quebec, insurance companies are regulated by the Autorité des marchés financiers (AMF). Therefore, if you are not satisfied with the examination or the outcome of your complaint, you can request that your file be transferred to the AMF. You may call the AMF toll free at 1 877 525-0337 or in Quebec City at 418 525-0337 at any time.