As a Member owned Insurance Company, it is our goal to maintain the highest standards in the provision of our products and services. Should a concern arise, we are committed to work with our Members to have their complaints addressed and resolved in a transparent and just way within a reasonable timeframe.
In the event of a disagreement, the first step should be for the Insured Member to discuss the issue with their Agent or Broker. AXIOM Mutual’s Agents and Brokers are licensed to provide you with advice relating to our products. The Agent or Broker may be in a position to help to rectify the situation.
In the event of a complaint that is claims related, the first step should be for the Insured Member to discuss the issue with their Claims Adjuster. Axiom Mutual’s claims adjusters and intermediaries perform claims examination and settlement processes diligently and fairly. Dispute resolution procedures follow a balanced and impartial approach, bearing in mind the legitimate interests of all parties involved.
If, after speaking with the Agent/Broker or claims adjuster, the complaint remains unresolved, the Insured Member is encouraged to deal with the Team Leader of the department where the issue arises.
If the complaint remains unresolved, the Insured Member will be referred to the Complaint Handling Protocol. The Protocol is as follows:
i. The “Company Complaint Officer” (as filed with FSRA) is Shawn R. Durnin.
ii. To activate the Company’s complaint handling process the Insured Member must provide a description of their complaint to the Company in writing.
Contact information: info@axiommutual.ca
Attention: Complaint Officer, or
Mr. Shawn Durnin, Complaint Officer
Axiom Mutual Insurance Company
37868 Zurich-Hensall Road, Zurich, ON NOM 2T0, or
phone number: 1-877-807-3812
iii. Letters of complaint will be reviewed by the “Company Complaint Officer” or their alternate within a reasonable time of being received at the Company.
iv. The “Company Complaint Officer” will consult with appropriate staff representatives, Agents or Brokers and send to the Member a letter outlining the Company’s final position within sixty (60) days of the “Company Complaint Officer” review of the letter of complaint.
v) Our goal as a Member-owned, purely mutual company is to treat Members in a fair, courteous and timely manner. Timelines mentioned above are minimum standards.
vi) This Complaint Handling Protocol does not apply to any situation involving litigation by the Member against the Company or where the Insured has retained legal assistance in that regard.
vii) Complainants who have unresolved complaints will be advised to contact the FSRA Complaints and Risk Assessment Branch. FSRA will consider your complaint if relevant documentation exists that supports your complaint. To file a complaint with FSRA, please complete the Complaint Form IF-018E found on their website.
Financial Services Regulatory Authority of Ontario
Complaints and Risk Assessment Branch
25 Sheppard Avenue West, Suite 100
Toronto, ON
M2N 6S6
Telephone: (416) 250-7250
Toll Free: 1-800-668-0128
Email: contactcentre@fsrao.ca
Website: FSRA