Terms and Conditions of Use of Bridges International Insurance Services (BIIS)

These terms govern access to and use of the BIIS website, as well as, where applicable, its forms, client areas, quote tools, and digital services. By visiting this site, the user acknowledges having read these conditions and agrees to be bound by them. BIIS may modify these terms and conditions at any time, without notice, to reflect changes in its services, practices, applicable regulations, or online content. The applicable version is the one posted on the site at the time of use.

The BIIS site is provided to users for general information purposes, quote requests, communication with the company, and, as applicable, the management of certain insurance-related services.

The user agrees to use the site in accordance with applicable laws, these conditions, and the reasonable uses of a secure digital environment. It is forbidden to use the site in a way that could harm its operation, compromise its security, or infringe on the rights of BIIS or third parties.

The user remains responsible for the confidentiality of the information allowing them to be identified or to access certain secure sections of the site, including any identifier, password, access code, or contact information used in the context of a transaction or request.

BIIS cannot be held responsible for losses, damages, unauthorized access, or transactions carried out following the fraudulent use of a user's identity, contact information, or access, except to the extent provided by law.

BIIS makes reasonable efforts to ensure that the information published on its site is accurate, up-to-date, and useful at the time of its broadcast. However, the site content is provided for information purposes only and does not, by itself, constitute a firm offer, a confirmation of coverage, legal advice, or a final insurability decision.

Certain information may be modified without notice, particularly due to product updates, eligibility rules, regulatory changes, or operational adjustments. The user should contact BIIS to validate any information decisive to their situation.

BIIS does not guarantee that the site will be accessible at all times, without interruption, delay, error, or technical failure. The company also does not guarantee the absence of bugs, viruses, harmful elements, or other components that could affect a device, browser, network, or computer system.

Temporary interruptions may occur, particularly during maintenance operations, updates, technical incidents, events beyond BIIS's control, or the intervention of technological service providers.

Communications carried out by email or other unencrypted electronic means involve certain risks, including interception, loss, delay, alteration, or access by unauthorized persons. By choosing to use these means of communication, the user acknowledges these limitations.

Unless otherwise indicated, it is recommended not to transmit highly sensitive, confidential, or medical information by unsecure email. BIIS disclaims, to the limits permitted by law, any responsibility resulting from unsecure electronic transmission initiated by the user.

The site, its content, and the digital services accessible therein are provided "as is" and "as available." BIIS offers no express or implied warranty as to the continuous operation of the site, the absolute accuracy of its content, its compatibility with the user's equipment, or the results arising from its use.

Without limiting the scope of the foregoing, BIIS grants no implied warranty of merchantability, fitness for a particular purpose, uninterrupted availability, or non-infringement, subject to mandatory rights provided by law.

To the fullest extent permitted by applicable laws, BIIS shall not be held responsible for any direct, indirect, incidental, special, exemplary, punitive, or consequential damages resulting from access to the site, its use, the inability to use it, the content found therein, an error or omission, a decision made based on this content, or unauthorized use of the site.

This limitation applies even if BIIS has been advised of the possibility of such damages. Some jurisdictions limit the exclusion of certain warranties or liabilities; in such cases, the preceding limitations apply only to the extent permitted by law.

Unless otherwise indicated, the content of the BIIS site, including text, logos, brands, graphic elements, icons, documents, interfaces, images, and layouts, is protected by applicable intellectual property laws.

No part of the site may be copied, reproduced, published, transmitted, modified, adapted, displayed, or exploited for commercial purposes without the prior written authorization of BIIS, except as permitted by law.

The site may contain links to sites, platforms, or services operated by third parties. These links are provided for convenience only.

BIIS exercises no control over the content, policies, practices, security, or availability of external sites and assumes no responsibility for them. Access to these sites is at the user's own risk.

BIIS recognizes the importance of protecting personal information entrusted to it. The use of the site may result in the collection, use, disclosure, and retention of certain personal information in accordance with the applicable privacy policy and current laws.

Subject to exceptions provided by law, BIIS ensures to inform the person concerned and to obtain the required consent for the collection, use, or disclosure of their personal information.

BIIS only collects the information necessary for the intended purposes, implements reasonable protective measures, allows the rectification of inaccurate information, and retains files for the duration necessary or required by law.

To learn more, the user is invited to consult the privacy policy of BIIS.

The BIIS site may use cookies and other comparable technologies to ensure the proper functioning of the site, improve the user experience, analyze traffic, remember certain preferences, or support certain marketing functions, where permitted.

The user can, in certain cases, manage their cookie preferences through their browser or the consent management tool deployed on the site.

BIIS maintains a complaint handling process to promote fair, consistent, and diligent treatment of dissatisfactions expressed by its clientele.

The complaint handling process aims to:

• receive, examine, and process complaints made about a product or service;
• offer an internal resolution mechanism;
• inform the complainant of available recourse or transfer mechanisms when justified.

A complaint corresponds to the expression of dissatisfaction or a reproach regarding a product, service, conduct, or file processing, when an alleged harm is mentioned or a corrective measure is requested.

A request for information, an ordinary claim, an administrative request, or a simple correction request does not necessarily constitute a formal complaint, depending on the context.

1. First contact. The user is invited to first communicate with customer service or their representative to explain the situation and allow for rapid resolution.
2. Internal review. If the response obtained is not satisfactory, the file may be reviewed by a responsible person or a designated supervisor.
3. Written complaint. If dissatisfaction persists, a written complaint may be sent to BIIS for formal analysis.

BIIS will acknowledge receipt of any formal complaint within a reasonable timeframe after its opening. Additional information or documents may be requested to allow for a full analysis of the file.

A final reasoned response will be sent within the applicable timeframe according to the nature of the file and the legal or regulatory requirements in force. The reference model mentions an acknowledgment of receipt within five business days and a final decision within a maximum of 90 business days.

The complaint will be examined impartially based on relevant facts, documents, and information. BIIS may communicate with the persons concerned, request additional supporting documents, and record its analysis in the file.

Where a law, regulation, or regulatory framework allows, a dissatisfied person may request that their file be transferred to the competent regulatory or oversight body.

If a complaint is already the subject of legal proceedings, a formal notice followed by active litigation, or a petition before a court, BIIS may assess whether it is appropriate to suspend its internal examination or limit its intervention, depending on the circumstances and advice received.

• Bridges International Insurance Services
• 850 - 151 Bloor Street West, Toronto ON M5S 1S4
• 1-888-298-6526
• bonjour@biis.ca
• plaintes@biis.ca

These conditions are governed by the laws applicable in the province of Quebec and the laws of Canada applicable therein, unless a mandatory rule of another jurisdiction requires a different approach.

BIIS may revise these conditions periodically. Any update takes effect upon publication on the site, unless otherwise indicated.

This document is an original draft written for BIIS. Legal and compliance validation is recommended before any online posting, particularly to adjust timelines and specific references to relevant regulatory bodies based on the jurisdictions served.