{"id":34067,"date":"2025-06-10T14:51:05","date_gmt":"2025-06-10T18:51:05","guid":{"rendered":"https:\/\/www.millerthomson.com\/?p=34067"},"modified":"2025-06-10T14:51:07","modified_gmt":"2025-06-10T18:51:07","slug":"souscription-reclamations-responsabilite-quand-lia-sinvite-dans-vos-polices-dassurance","status":"publish","type":"post","link":"https:\/\/www.millerthomson.com\/fr\/perspectives-juridiques\/litige-commercial\/souscription-reclamations-responsabilite-quand-lia-sinvite-dans-vos-polices-dassurance\/","title":{"rendered":"Souscription, r\u00e9clamations, responsabilit\u00e9: quand l\u2019IA s\u2019invite dans vos polices d\u2019assurance"},"content":{"rendered":"\n<p>L\u2019essor des technologies d\u2019intelligence artificielle (IA) transforme les pratiques du secteur des assurances, tant pour les assureurs que pour les assur\u00e9s. L\u2019IA permet des gains d\u2019efficacit\u00e9 dans l\u2019\u00e9valuation des risques, la tarification et le traitement des r\u00e9clamations. Cette \u00e9volution soul\u00e8ve des questions juridiques quant \u00e0 l\u2019usage de l\u2019IA dans la gestion des polices d\u2019assurance et les obligations de transparence envers les assur\u00e9s.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Souscription et gestion des r\u00e9clamations<\/h2>\n\n\n\n<p>L\u2019un des usages les plus r\u00e9pandus de l\u2019IA en assurance est l\u2019\u00e9valuation des risques \u00e0 l\u2019\u00e9tape de la souscription. Les assureurs s\u2019appuient sur des algorithmes pour analyser un volume important de donn\u00e9es, mieux cerner le profil de l\u2019assur\u00e9 et ajuster les primes. Cette approche, bien qu\u2019efficace, comporte des risques, car une analyse incompl\u00e8te ou erron\u00e9e peut entrainer une couverture inad\u00e9quate ou mal adapt\u00e9e aux besoins de l\u2019assur\u00e9.<\/p>\n\n\n\n<p>L\u2019IA facilite le d\u00e9veloppement de produits d\u2019assurance dynamique, o\u00f9 les modalit\u00e9s, notamment les primes, \u00e9voluent selon le comportement de l\u2019assur\u00e9. C\u2019est le cas, par exemple, dans le secteur automobile, o\u00f9 certaines primes sont ajust\u00e9es \u00e0 partir de donn\u00e9es de conduite recueillies par des applications mobiles.<\/p>\n\n\n\n<p>Dans la gestion des r\u00e9clamations, l\u2019IA est utilis\u00e9e pour d\u00e9tecter des anomalies, classer les demandes selon leur niveau de risque et appuyer les experts en sinistre dans leur analyse. Cette automation vise \u00e0 r\u00e9duire les co\u00fbts et \u00e0 acc\u00e9l\u00e9rer le traitement des dossiers. Toutefois, une erreur d\u2019analyse peut entrainer une n\u00e9gation de couverture non justifi\u00e9e, avec des cons\u00e9quences importantes pour l\u2019assur\u00e9.<\/p>\n\n\n\n<p>Ces usages de l\u2019IA soul\u00e8vent des enjeux concrets quant \u00e0 la port\u00e9e de la couverture. Face \u00e0 ces risques, certains assureurs adaptent progressivement leurs polices en y int\u00e9grant des avenants li\u00e9s \u00e0 l\u2019IA.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Les avenants li\u00e9s \u00e0 l\u2019IA\u00a0: une \u00e9volution progressive des polices d\u2019assurance<\/h2>\n\n\n\n<p>Certains assureurs ont commenc\u00e9 \u00e0 encadrer ces risques de fa\u00e7on plus proactive en int\u00e9grant des avenants \u00e0 leurs polices. Ces clauses visent \u00e0 pr\u00e9ciser la port\u00e9e de la couverture applicable aux incidents d\u00e9coulant de l\u2019utilisation de syst\u00e8mes automatis\u00e9s ou d\u2019outils li\u00e9s \u00e0 l\u2019IA, notamment les erreurs g\u00e9n\u00e9r\u00e9es, les atteintes \u00e0 la propri\u00e9t\u00e9 intellectuelle ou les d\u00e9faillances techniques. Ce type d\u2019avenant pourrait s\u2019av\u00e9rer pertinent pour certaines entreprises, comme l\u2019illustre <a href=\"https:\/\/www.canlii.org\/en\/bc\/bccrt\/doc\/2024\/2024bccrt149\/2024bccrt149.html\">une d\u00e9cision r\u00e9cente du Civil Resolution Tribunal de la Colombie-Britannique<\/a>, qui a retenu la responsabilit\u00e9 d\u2019une soci\u00e9t\u00e9 ayant fourni une information erron\u00e9e \u00e0 un consommateur au moyen d\u2019un agent conversationnel (chatbot).<\/p>\n\n\n\n<p>Les avenants li\u00e9s \u00e0 l\u2019IA visent \u00e0 encadrer les zones grises du risque algorithmique, \u00e0 la fois pour prot\u00e9ger l\u2019assur\u00e9 et pour limiter les risques pour l\u2019assureur en cas de r\u00e9clamations impr\u00e9vues. Au Qu\u00e9bec, ces clauses doivent \u00eatre r\u00e9dig\u00e9es avec prudence afin de respecter les principes de clart\u00e9, de pr\u00e9visibilit\u00e9 et de bonne foi. Comme l\u2019a \u00e9tabli la Cour supr\u00eame dans <a href=\"https:\/\/decisions.scc-csc.ca\/scc-csc\/scc-csc\/en\/item\/7874\/index.do\"><em>Progressive Homes<\/em><\/a> et r\u00e9affirm\u00e9e dans <a href=\"https:\/\/decisions.scc-csc.ca\/scc-csc\/scc-csc\/en\/item\/16121\/index.do\"><em>Ledcor<\/em><\/a>, une clause impr\u00e9cise peut \u00eatre interpr\u00e9t\u00e9e contre l\u2019assureur, particuli\u00e8rement si elle limite la couverture sans \u00eatre formul\u00e9e en des termes clairs.<\/p>\n\n\n\n<p>L\u2019apparition de ces avenants marque une \u00e9volution naturelle du droit des assurances \u00e0 l\u2019\u00e8re num\u00e9rique, et souligne l\u2019importance d\u2019une compr\u00e9hension fine des implications techniques et juridiques de ces clauses.<\/p>\n\n\n\n<p>Au-del\u00e0 des m\u00e9canismes contractuels comme les avenants, l\u2019encadrement de l\u2019IA soul\u00e8ve aussi des exigences l\u00e9gales distinctes en mati\u00e8re de transparence. Ces obligations deviennent cruciales lorsque les d\u00e9cisions sont rendues de mani\u00e8re automatis\u00e9e, sans intervention humaine.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Transparence, biais et contestation\u00a0: exigences qu\u00e9b\u00e9coises<\/h2>\n\n\n\n<p>Depuis l\u2019entr\u00e9e en vigueur de la <a href=\"https:\/\/www.legisquebec.gouv.qc.ca\/fr\/document\/lc\/p-39.1\"><em>Loi modernisant des dispositions l\u00e9gislatives en mati\u00e8re de protection des renseignements personnels<\/em><\/a>, les entreprises qui prennent des d\u00e9cisions fond\u00e9es uniquement sur un traitement automatis\u00e9 doivent en informer les personnes concern\u00e9es. Elles peuvent \u00e9galement devoir fournir une explication des facteurs ayant men\u00e9 \u00e0 la d\u00e9cision et offrir \u00e0 la personne la possibilit\u00e9 de pr\u00e9senter ses observations \u00e0 un membre du personnel.<\/p>\n\n\n\n<p>Dans le domaine de l\u2019assurance, ces obligations deviennent critiques, notamment en cas de n\u00e9gation de couverture, de r\u00e9siliation ou de r\u00e9duction d\u2019indemnit\u00e9. Un manquement pourrait \u00eatre interpr\u00e9t\u00e9 comme une atteinte aux droits de l\u2019assur\u00e9 ou comme une pratique d\u00e9loyale.<\/p>\n\n\n\n<p>Le risque de biais algorithmique demeure un enjeu central. Des outils d\u2019IA mal con\u00e7us peuvent mener \u00e0 des d\u00e9cisions discriminatoires, notamment si les donn\u00e9es utilis\u00e9es refl\u00e8tent des biais historiques. Au Qu\u00e9bec, de tels biais pourraient contrevenir \u00e0 la <a href=\"https:\/\/www.legisquebec.gouv.qc.ca\/fr\/document\/lc\/C-12\"><em>Charte des droits et libert\u00e9s de la personne<\/em><\/a> ou entrainer une responsabilit\u00e9 civile.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Conclusion<\/h2>\n\n\n\n<p>L\u2019IA transforme la mani\u00e8re dont les assureurs \u00e9valuent les risques, r\u00e9digent les polices d\u2019assurance et traient les r\u00e9clamations. Son int\u00e9gration constitue un levier d\u2019innovation, mais elle exige une vigilance accrue sur le plan juridique. Une gestion proactive des risques, accompagn\u00e9e d\u2019une gouvernance transparente, permettra de limiter les litiges, de renforcer la confiance des assur\u00e9s et d&rsquo;assurer une conformit\u00e9 durable dans un contexte en constante \u00e9volution.<\/p>\n\n\n\n<p>N\u2019h\u00e9sitez pas \u00e0 contacter notre \u00e9quipe <a href=\"https:\/\/www.millerthomson.com\/fr\/expertises\/litige-commercial\/\">litige commercial<\/a> et notre \u00e9quipe <a href=\"https:\/\/www.millerthomson.com\/fr\/expertises\/litige-en-assurances\/\">litige en assurances<\/a> pour discuter de l\u2019impact juridique de ces changements ou pour obtenir un accompagnement adapt\u00e9 \u00e0 vos besoins.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>L\u2019essor des technologies d\u2019intelligence artificielle (IA) transforme les pratiques du secteur des assurances, tant pour les assureurs que pour les assur\u00e9s. L\u2019IA permet des gains d\u2019efficacit\u00e9 dans l\u2019\u00e9valuation des risques, la tarification et le traitement des r\u00e9clamations. Cette \u00e9volution soul\u00e8ve des questions juridiques quant \u00e0 l\u2019usage de l\u2019IA dans la gestion des polices d\u2019assurance et [&hellip;]<\/p>\n","protected":false},"author":122,"featured_media":14368,"parent":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[598],"insight-format":[418,470],"class_list":["post-34067","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-litige-commercial"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.1.1 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Souscription, r\u00e9clamations, responsabilit\u00e9: quand l\u2019IA s\u2019invite dans vos polices d\u2019assurance | Miller Thomson<\/title>\n<meta name=\"description\" content=\"L\u2019essor de l\u2019intelligence artificielle transforme le secteur des assurances au Qu\u00e9bec. 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