Compliments & Complaints

Trillium Mutual prides itself in providing excellent service to our members. Your feedback will help us to continue to meet this standard. Please tell us your story!

Have you had a recent experience with a claims adjuster, risk technician, or any other staff member that you would like to tell us about? Have you recently used one of our meeting rooms? – please fill out our Customer Satisfaction Survey.

If we haven’t met your expectations, we welcome the opportunity to try and make it right.

First, please call your broker or agent to review your concern.

If your inquiry still remains unresolved, or you want to talk it through with Trillium, please call us at 1-800-265-3020 and ask to speak to any member of our management team.

If you wish to escalate further, please contact our Ombudsman;

Robin Kellow
Ombudsman
Trillium Mutual Insurance Company
495 Mitchell Road S.
Listowel, ON N4W 0C8
Tel:  1-800-265-3020 ext. 5720

Please submit your complaint in writing including;

• your name, address, policy or claim number
• a telephone number that we can reach you at during business hours
• the nature of your complaint and your desired resolution.

We will respond to you within 30 days with the company’s final position.  If you are still dissatisfied with the company’s final position, you can pursue the complaint further by contacting:

Financial Services Regulatory Authority of Ontario

Address: 25 Sheppard Avenue West, Suite 100, Toronto, ON M2N 6S6
Phone:  (416)-250-7250
Toll Free:  1-800-668-0128
TTY:  1-800-387-0584
Fax:  (416)-590-7070
Email:  contactcentre@fsrao.ca
Website:  https://www.fsrao.ca/ask-question-file-complaint-or-report-fraud

The FSRA Complaint form (including instructions) can be downloaded here https://www.fsrao.ca/industry/home-life-and-health-insurance-sector/general-insurance-forms-and-documents/if-018

FSRA regular business hours are Monday through Friday, 8:00 a.m. to 5:00 p.m.  Its main reception area is located on the 17th floor.