Complaint Process

Complaint Handling
The Board of Directors, the President & CEO and all employees of the Erie Mutual Fire Insurance Company want you to be satisfied with your insurance purchase, your claim settlement or any other services you have received from our company. If you have a concern about your policy, your claim, or any member service matter, we want to know about it.

The first step in resolving your concern is for you to contact and speak with your Account Executive or any one of our employees. If you wish to escalate your concern, you will be directed to the appropriate department leader or manager.

It is our belief that your concern would best be resolved when you speak directly with a department manager, who has direct responsibility for your concern. If an agreement cannot be reached within 15 days of receiving your concern, your concern shall be escalated to our company’s Chief Complaint Officer.

Company Complaint Officer
Insurance companies that are licensed and registered in the province of Ontario, are required to appoint a Company Complaint Officer. The Complaint Officer’s responsibilities are to oversee the complaint handling process; to ensure your complaint is properly addressed; and if your complaint cannot be resolved, to ensure you receive a letter outlining our company’s final position.

Erie Mutual Fire Insurance Company’s Complaint Officer is:

Don McEvoy
President & CEO
711 Main Street East
Dunnville, ON N1A 2W5

Contacting the Complaint Officer
We do require all formal complaints to the Complaint Officer to be made in writing. Your letter should include the following:

  • Your name, address, and policy number;
  • A phone number where you can be reached during normal business hours;
  • The nature of the dispute and;
  • A description of your expectations – what you would like Erie Mutual to do to resolve the issue.

What you can expect from the Complaint Officer
Your correspondence will be acknowledged within five business days. The Complaint Officer will undertake a complete investigation of your complaint. Once the investigation is complete, you will be provided with the company’s final position on your complaint. You may also find additional information about insurance ombudsperson services at the Financial Services Regulatory Authority’s (“FSRA”) web site below.


Complaint Handling Protocol
The following is a copy of our complaint handling protocol, as it has been filed with FSRA.

  1. The “Company Complaint Officer” is Don McEvoy.
  2. To activate the company’s complaint handling process, a member must provide a description of his or her complaint to the Company in writing.
  3. Letters of complaint will be reviewed by the “Company Complaint Officer” or his/her alternate, within five (5) business days of being received at the Company.
  4. The “Company Complaint Officer” will consult with appropriate staff representatives and send the member a letter outlining the Company’s final position within sixty (60) days of the “Company Complaint Officer’s” review of the letter of complaint.
  5. Our goal as a member-owned, mutual insurance company is to treat all members in a fair, courteous and timely manner. The timelines mentioned above are minimum standards.
  6. This complaint handling protocol does not apply to any situation involving litigation by the insured against the company or where the insured has retained legal assistance in that regard.
  7. Complainants who have unresolved complaints should contact FSRA.

Financial Services Regulatory Authority of Ontario
5160 Yonge Street, 16th Floor
Toronto, Ontario
M2N 6L9
Telephone: 416-250-7250
Toll-free: 1-800-668-0128
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Erie Mutual