Peel Mutual - Resolving a Complaint

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, you should contact your agent or broker who will review your complaint and provide you with advice.

If your complaint is not fully addressed by your agent/broker, you should contact the appropriate Peel Mutual representative directly. Your agent/broker may be able to provide you with the representative’s name. Alternately, call us at 905-451-2386 or 1-800-268-3069 for the appropriate contact.

Call the Peel Mutual Representative and explain your complaint to the representative and discuss the matter with them. If this does not resolve the complaint, ask for a Management Review of your complaint. The Manager will conduct a review and discuss it with you. The purpose of this is to ensure that procedures and insurance coverages are being followed.

If this still does not resolve your complaint, contact the Peel Mutual Insurance Company Ombudsman. We are an Ontario licensed insurance company, regulated by Financial Services Commission of Ontario. We follow the established protocol of having an employee of Peel Mutual serve the role of Ombudsman. The Peel Mutual Ombudsman is the President & CEO, John Lockwood. He can be reached:

  • By phone: 905-451-2386 or 1-800-268-3069
  • By fax: 905-459-7619
  • By mail or courier: 103 Queen Street West, Brampton, ON L6Y 1M3
  • By email:

The role of the ombudsman is to review your complaint and attempt to resolve it in a manner that is fair to you and to us. If resolution cannot be achieved informally, you will be asked to provide details of your complaint in writing. This will be subject to further review and you will receive a written response based upon the Ombudsman’s findings.

If this is not to your satisfaction, contact The Insurance Ombudsman at the Financial Services Commission of Ontario:

  • By letter:
    Insurance Ombudsman
    Financial Services Commission of Ontario
    Box 85, 5160 Yonge Street
    Toronto, ON M2N 6L9
  • By fax: 416-590-8480

The Insurance Ombudsman 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 accident benefits.

“ We just had an insured stop in to express how pleased he was with an auto claim and handling of medical bills. Kind of nice to get a visit like that!!!!! It doesn't happen much in the insurance world! ”

Mark W. (Broker)


Insurance and loss prevention go hand in hand. We are owned by our policyholders and our primary goal is to help our policyholders.
Loss prevention is an important part of that help.

Sump Pumps

Sump Pumps

One primary cause of loss is sump pump malfunction. The sump pump is an inexpensive piece of equipment that has to do a lot of work. It is also too often ignored. Like any electrical apparatus, it will eventually lose its source of power or it will fail. Do you have a backup plan if this happens? Some suggestions to address the inevitable problem of sump pump failure are:

  • Have a spare sump pump available.
  • Have a generator in case the power supply fails.
  • If you do have the unfortunate occasion of water coming into your basement because of sump pump malfunction, determine what the problem was and take measures to prevent it from happening again. It might be that the pump just could not keep up with the flow of water and that might require some changes to the drainage patterns of your home.
  • It is important to address any problems before they happen once and certainly before they happen twice.