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 1The 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.
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.
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.
Complaints Office
Trisura Guarantee Insurance Company
333 Bay Street, Suite 1610
Toronto, Ontario M5H 2R2
Email: ombudsman@trisura.com
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.
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
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.
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, 10th 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
This Process is available on Trisura’s website and in English and French upon request.
This Process is also filed with the Financial Consumer Agency of Canada (FCAC).
The FCAC supervises federally regulated financial institutions for compliance with federal consumer protection laws. For information about your rights or Trisura's complaint handling process, you may contact the FCAC:
427 Laurier Avenue West, 5th Floor
Ottawa, Ontario K1R 7Y2
Phone: Toll-free, English (866) 461-3222
Toll-free French (866) 461-2232
Email: compliance@fcac.gc.ca
Website: www.fcac.gc.ca
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.
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.