Complaint handling process

At Trisura, we are committed to building lasting relationships with our clients, brokers and partners. Your satisfaction matters to us, and we take every complaint seriously.

If you are dissatisfied with a product or service provided by Trisura, its representatives or its intermediaries, the steps below explain how to have your concern addressed.

Before you begin, please have the following information ready: your name and contact information, the nature of your complaint, any relevant policy or claim numbers, and key dates related to your concern.¹

STEP 1: CONTACT YOUR REPRESENTATIVE

If you have a complaint about a Trisura product or service, please contact the representative (for example, your broker, claim handler or program administrator) that has been handling your matter. Most complaints can be resolved at this stage.

The representative handling your complaint will acknowledge it within 5 business days.

You may be asked to confirm your complaint in writing, but the investigation will begin whether or not written confirmation is provided.

If you are not satisfied with the response, or do not receive one within 30 business days, you may escalate to Step 2.

Quebec: Your complaint will be handled directly by the Complaints Office. See Step 3 for contact details and Quebec-specific timelines.

STEP 2: ESCALATE TO TRISURA MANAGEMENT 

You may ask the person handling your complaint to escalate it to a member of the management team at Trisura.

Trisura will acknowledge receipt within 5 business days and investigate your complaint.

If you are not satisfied with the response, or do not receive one within 30 business days, you may escalate to Step 3.

STEP 3: CONTACT TRISURA'S COMPLAINTS OFFICE

You may contact the Complaints Office directly at:

Complaints Office
Trisura Guarantee Insurance Company
333 Bay Street, Suite 1610
Toronto, Ontario M5H 2R2
Email: ombudsman@trisura.com

The Complaints Office will acknowledge receipt within 5 business days and investigate independently of Trisura's business units. The review will focus on whether the process was fair, timely and consistent with Trisura's standards, but will not revisit coverage decisions on individual claims.

The Complaints Office will provide Trisura’s final position in writing, usually within 30 business days. This timeline may be extended in exceptional circumstances.

If you are not satisfied with the final position, you may contact the General Insurance OmbudService as set out in Step 4. 

QUEBEC-BASED COMPLAINTS

If you are in Quebec, the Complaints Office will handle your complaint directly, acknowledge receipt within 5 business days and investigate independently of Trisura's business units. You have the right to obtain assistance in filing your complaint and may contact the Complaints Office at any time for status updates.

You may also request that your complaint be transferred to the Autorité des marchés financiers (AMF) for examination and possible mediation by contacting the Complaints Office or the AMF directly:

Autorité des marchés financiers
Service du traitement des plaintes
800, square Victoria, suite 2200
Montréal, Québec H3C 0B4
Phone: Montréal (514) 395-0337; Québec City (418) 525-0337; Toll-free (877) 525-0337
Fax (toll-free): (877) 285-4378

You may also file your complaint using the complaint form available on the AMF website: https://lautorite.qc.ca/en/general-public/assistance-and-complaints/making-a-complaint

The Complaints Office will provide a final written response no later than 60 days following receipt of the complaint. In exceptional circumstances (such as delays in obtaining information from third parties or complex complaints requiring in-depth investigation), this timeline may be extended to no later than 90 days.

If you are not satisfied with the final position, you may contact the General Insurance OmbudService as set out in Step 4.

STEP 4: UNRESOLVED COMPLAINTS

You may contact the General Insurance OmbudService (GIO), an independent organization that provides free dispute resolution services for unresolved property and casualty insurance complaints.

The GIO's process includes conciliation, mediation and, if necessary, adjudication. Its recommendations are non-binding. The GIO will require a copy of Trisura's final position letter before opening a file.

GIO contact details:

General Insurance OmbudService
4711 Yonge Street, 10^th floor
Toronto, Ontario M2N 6K8
Phone: Toll free: (877) 225-0446
Fax: (416) 299-4261
Email: info@giocanada.org 

Website: English www.giocanada.org; French www.scadcanada.org

ADDITIONAL RESOURCES

Financial Consumer Agency of Canada (FCAC)

The Financial Consumer Agency of Canada supervises all federally regulated financial institutions, which includes federally regulated insurance companies, for compliance with federal consumer protection laws, including the requirement to have a complaint-handling process in place. FCAC does not resolve individual complaints.
If you have a problem with a financial product or service, you may file a complaint with Trisura Guarantee Insurance Company. If you are not satisfied with how your complaint has been handled, you can escalate the complaint to the following third-party complaints bodies: the General Insurance OmbudService (GIO) or the Autorité des marchés financiers, as described above. If you want to know your rights or need information about Trisura Guarantee Insurance Company’s complaint-handling process, you may contact FCAC by online form, mail, or telephone. FCAC uses information from consumer enquiries to support its mandate.

Web site: www.canada.ca/fcac

Online form: https://www.canada.ca/en/financial-consumer-agency/corporate/contact-us.html

Phone: For service in English: 1-866-461-FCAC (3222) For service in French: 1-866-461-ACFC (2232) For calls from outside Canada: 613-960-4666 Teletypewriter (TTY): 1-866-914-6097 / 613-947-7771

Video Relay Service: FCAC welcomes Video Relay Service (VRS) calls. You do not need to authorize the relay service operator to communicate with FCAC. Visit https://srvcanadavrs.ca/en/ to learn more.

Mailing address: Financial Consumer Agency of Canada 427 Laurier Avenue West, 5th Floor Ottawa ON K1R 7Y2

Home Warranty Insurance Complaints

If you are in British Columbia or Alberta and have a home warranty insurance complaint, the following statutory dispute resolution mechanisms are available to you.

These mechanisms are managed independently of the complaint handling process outlined above. To initiate either mechanism, please send a written request to homewarrantyclaims@trisura.com.

British Columbia

If your home was built with a building permit applied for on or after July 1, 1999, you can send a written request to Trisura requesting mediation in respect of a home warranty insurance dispute.

Alberta

If you have an unresolved dispute about defects, repairs, or the amount of loss or damage, you can request the Dispute Resolution Process by first submitting a proof of loss form (available from your claim representative) and then providing a written demand for the Dispute Resolution Process.

¹ The following are not considered complaints: requests for information about products or services; insurance claims or requests for indemnity (unless the dissatisfaction relates to the handling of a claim); requests for correction of clerical errors or calculation mistakes (unless further action is required to address consequences of the error); and general comments or feedback. We will, however, redirect you appropriately.