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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.

1. 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,

2. 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,

3. 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 General Manager, Phil Haynes. 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: phaynes@peelmutual.com

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,

4. 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.