A woman from the Laurentians has been in a situation worthy of a madhouse at the Société de l’assurance automobile du Québec (SAAQ) for more than a year to get the refunds she believes she is still entitled to .
• Also read: The victims of traffic accidents are getting poorer, say experts
“Rather than accompanying me, the SAAQ always seems to be there to help me up!” protests Marie-Noëlle Leblond. The 40-year-old woman was the victim of a face-to-face encounter of unprecedented violence in Mirabel on April 9, 2022, with a man who swerved from his lane because he fell asleep at the wheel.
Photo archive, QMI Agency (Thierry Laforce)
Ms Leblond’s car, at the site of the face-to-face encounter she suffered, April 9, 2022.
Slight head trauma, six broken ribs, a rupture of the aorta, perforation of the bowel and multiple lacerations to the liver and diaphragm: she was in a coma for four days as a result of her injuries.
“I was told that I was very lucky to have survived,” says the careers adviser at the Center de Services Scolaire de la Rivière du Nord.
Image courtesy
Marie-Noëlle Leblond was hospitalized for two months after her accident.
She met us at her home in Saint-Colomban in the Laurentians and a year later greets us with a walk with her cane, which over the months has replaced her crutches, walker and wheelchair. At home, where she has been living since September 2022 after months in the hospital and in a rehabilitation center, an electric bed is installed in her living room where she has to sleep to relieve her pain.
“I don’t mean to arouse pity, but I want to send the message that something needs to change at SAAQ,” she says.
Photo Pierre Paul Poulin
Marie-Noëlle Leblond, met at her home. Here she is sitting on her electric bed, which was loaned to her by SAAQ.
Ms. Leblond’s bureaucratic “nightmare” began in the hospital bed.
Struggling to understand what is happening to her during her weeks of “delirium” in the ICU, her mother contacts SAAQ. She learns that her daughter is not entitled to compensation, which covers 90% of salary, because she was not at work on the day of the accident.
Ms Leblond, struggling to organize her thoughts, is then forced to intervene and pick up the phone to help her “panic” mother. “We [la SAAQ] I told my parents that they weren’t there to show compassion, they were an insurance company. It wasn’t long ago that my mother almost lost her daughter,” Ms. Leblond laments.
To date, the victim has only received 66% of the salary she was receiving at the time of the accident as she was unable to work. However, she disputes that decision, as she claims that at the time of the tragedy, she was about to get the green light from the doctor to return to work.
Non-refundable dental treatment
In Quebec, all citizens are insured with SAAQ, which claims to cover many expenses that accident victims may incur, such as physical therapy treatments, prosthetics, home help, or other costs related to the aftermath of the accident. In reality, however, accident victims must pay a significant portion of the cost and are not reimbursed by SAAQ, even if they believe they are entitled.
Ms. Leblond quickly realized that when she sought reimbursement for the $8,400 orthodontic treatment she underwent after her accident.
“The maxillofacial surgeon told me my bite was compromised. I couldn’t bite any more noodles. There was no more contact between my teeth. I couldn’t stay like this. It was unimaginable!” she protests.
SAAQ refused to reimburse a single dollar for the treatment, saying the accident had nothing to do with the condition of his teeth.
Photo Pierre Paul Poulin
Ms. Leblond produced her file to show the extent of her bureaucratic nightmare with SAAQ.
Ms. Leblond provided photos of her before the accident, specifically from the time she had her first orthodontic treatment at the age of 16. She also collected more than 200 signatures on a petition to SAAQ certifying that her teeth were normal before the accident, to no avail.
Ms. Leblond, who lives alone on 66% of her salary, therefore has to count on the financial support of her parents, who have decided to pay for her orthodontic treatment.
No money for Christmas presents
But her battle with the SAAQ is far from over, as further claims for reimbursement that she had to make in connection with her rehabilitation are being rejected. In the summer of 2022, while she is living in a rehabilitation center, the facility experiences a shutdown due to staff shortages.
Unable to access physiotherapy treatments at a crucial moment in her career, Ms. Leblond turned to a private physiotherapist. It was only after Ms. Leblond complained to the CISSS des Laurentides that the SAAQ reimbursed her $880 for those physical therapy costs.
But on December 12, the accident victim experienced a very nasty surprise. In a U-turn, SAAQ sent him a letter claiming he “overpaid $880” for “illegal” physical therapy expenses.
“I was discouraged,” says Ms. Leblond. I am not a flooded ground or a broken car. I am a human! I didn’t make any Christmas presents. I’ve told everyone I’m sorry but I have to pay back $880.
Upset by the SAAQ’s rejection and the loss of money, Ms. Leblond decided to contact an attorney over the next few weeks to challenge every single decision in the Quebec Administrative Court.
“It’s not my concept of justice to have my feet stepped on,” claims the accident victim, even denying “in principle” a rejection of a claim for an $11 heel piece bought at the pharmacy.
Every third dollar was reimbursed
According to her attorney, Me Sophie Mongeon, her client is seeking $15,900 from SAAQ for various expenses related to her rehabilitation. The Crown Corporation decided to reimburse him only $5,300 (see table of his expenses).
Marie-Noëlle Leblond also laments the lack of help and support from SAAQ agents.
“I found out through a Facebook group that I was entitled to snow removal [de mon entrée]. The agent on the phone knows I’m on crutches and I was never offered that. She also claims she found out for herself that the SAAQ partially reimbursed the domestic help.
“There used to be SAAQ staff in hospitals who would tell you about your rights. This is no longer the case. “It got lost,” regrets Me Mongeon. Don’t tell me you couldn’t put together a more dedicated team to help these people and take care of the family. It is a public institution to which everyone contributes.
Ms expense listMe Leblond was reimbursed and denied by the SAAQ, which she will contest
Medical bedding accessories such as sheets and pillows
- Crowd: $673.61
- SAAQ decision: No reimbursement as medical necessity is not proven
Fees for obtaining his medical report and police report
- Crowd: $167.20
- SAAQ decision: No refund as this is not covered
Fee for 5 physiotherapy sessions
- Crowd: $515
- SAAQ decision: Refund of $291
Initial costs for orthodontic treatment
- Crowd: $4468
- SAAQ decision: No reimbursement as the need has not been proven and there are cheaper treatment options elsewhere
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