Complaint Handling Protocol

At MutualONE Insurance Company, we want you to be confident in your decision to purchase insurance products from us. We are a mutual organization owned by you and our members, and as such, we are committed to treating you fairly and handling your concerns with integrity and respect.

Responding to your concerns:

While our goal is to exceed your expectations, we are the first to admit that mistakes can happen.

If your experience with any aspect of our service, claim settlement or insurance policy did not meet your expectations, please tell us immediately. We want to work with you to try to resolve your concerns.

There are steps you can take to have your concerns addressed:

Step one – Let us know:

Typically, the quickest way to resolve your issue is to contact your agent or broker or, in the case of a claim, your assigned claims adjuster. They can often provide clarification and resolve concerns promptly.

Step two – Escalate your concern:

If your issue is not resolved to your satisfaction, you may contact MutualONE at 1-800-851-4045. Please have your policy or claim number available and be prepared to provide details of your issue. The appropriate company representative will provide further clarification to address the specifics of your concern and try to offer a fair resolution in a timely manner.

Step three – Contact the MutualONE Complaint Officer

If your concern remains unresolved after speaking with the appropriate company representative, you may contact our Complaint Officer for further assistance.

To file a formal complaint, you must describe your complaint in writing. Please include your name, phone number, address, and policy number or claim number.

You may contact the Complaint Officer at:

MutualONE Insurance Company
Complaint Officer
15 Meredith Dr., PO Box 100
Ilderton ON N0M 2A0

Email: complaints@mutualone.ca

The complaint officer will acknowledge receipt of your concern within two business days. They will provide you with a written response immediately after completing their investigation, usually within 30 business days of receiving your complaint and all supporting documentation.

The written response from the Complaint Officer is considered the company’s final position.

Step four – Further action

If you remain unhappy with the outcome of your complaint after taking these steps, you can pursue it further with the Financial Service Regulatory Authority of Ontario (FSRA). They are an independent service that offers recourse to consumers who have yet to resolve their complaints by dealing with their insurance company.

You may contact FSRA at:

Financial Service Regulatory Authority of Ontario
25 Sheppard Avenue West, Suite 100
Toronto, ON
M2N 6S6

Telephone: 416-250-7250

Toll-free: 1-800-668-0128

As a policyholder-owned, mutual company, we aim to treat our members fairly, courteously, and timely. We appreciate your feedback and look forward to providing you with excellent service and products now and in the future.