At Peel Mutual Insurance Company, we strive to meet all of our obligations to our policyholders. As a policyholder, you own the company and it is important to us to provide you promptly with the insurance protection which you purchased.
If you are not satisfied with any aspect of your dealings with us, and wish to have your issue(s) resolved, Peel Mutual offers a formal Complaint Resolution Process.
To ensure that your complaint is handled as efficiently and as fairly as possible, you are required to follow the steps in Peel Mutual’s Complaint Resolution Process:
Complaint Resolution Process
01
Start at the Source
Speak with your broker/agent, or claim(s) adjuster and let them know what you’re concerned about. In most instances, these individual can help you resolve your concerns.
02
Escalate to a Manager
If the outcome of your discussion with your broker/agent, or claim(s) adjuster is not satisfactory, escalate your concern to a Peel Mutual Insurance Manager by completing our Complaint Form.
03
Request a Business Position
If the discussion with a Manager is still not satisfactory, you can request a Business Position from the Manager. The Business Position will come in the form of a letter or email and indicate the outcome of your complaint.
04
Escalate to the Ombudsperson
Contact the Ombudsperson per the instructions below and provide any useful information to assist in the investigation of your complaint. The Ombudsperson will review your complaint within ten (10) business days of receipt and will provide a final position reply from Peel Mutual Insurance in writing within forty (40) business days of receipt.
Note
The above complaint handling protocol does not apply to any situation involving litigation by the policyholder against Peel Mutual Insurance or where the policyholder has retained counsel/legal assistance in that regard.
Our Ombudsperson Process
Peel Mutual Insurance Company is an Ontario licensed insurance company, regulated by Financial Services Regulatory Authority of Ontario (FSRA). We follow the established protocol of having an employee of Peel Mutual serve the role of Ombudsperson. The Peel Mutual Ombudsperson is the Vice President, People & Operations, Matt LeMaire. In an effort to expedite the investigation of your complaint, please complete the Ombudsperson Escalation Form linked below. Complaints filed without a completed Ombudsperson Escalation Form will be asked to complete the form and resubmit their complaint.
The Ombudsperson will review the process undertaken by the functional department to ensure that appropriate procedures have been followed, and that the client has been treated fairly based on those procedures.
The Ombudsperson does not get involved in concerns relating to the investigation, negotiation, or settlement of an insurance claim and will not make any determinations relating to claim payments. The Ombudsperson will not make any determinations on the cost of insurance.
The role of the Ombudsperson is to review your complaint and attempt to resolve it in a manner that is fair to you and the organization. Upon completion of any investigation by the Ombudsperson, you will receive a written response based upon the Ombudsperson’s findings as per above.
Contact the Ombudsperson
Phone: (905) 451-2386 or (800) 268-3069
Fax: (905) 459-7619
Mail: 103 Queen St W, Brampton, ON L6Y 1M3 Email: ombudsman@peelmutual.com
Further Steps…
If the findings of the Ombudsperson are not to your satisfaction, contact The Financial Services Regulatory Authority of Ontario (FSRA):
Financial Service Regulatory Authority of Ontario 25 Sheppard Avenue West Suite 100 Toronto, ON M2N 6S6
Phone: (416) 250-7250 or (800) 668-0128
Email: contactcentre@fsrao.ca
Online: https://www.fsrao.ca/ask-question-file-complaint-or-report-fraud Complaint Form: https://www.fsrao.ca/media/4186/download
The Insurance Ombudsperson will conduct its own review and, upon completion, send you a written report. This report is not binding on either party, and if you wish, you have the option of taking legal action against us.
This process does not deal with disputes about entitlement to, or the amount of, no-fault automobile accidents.