At Grenville Mutual, we are committed to providing fair, respectful, and responsive service. If you have a concern about your experience with us, we encourage you to let us know.

We take complaints seriously and will make every effort to understand your concerns, explain our decisions, and work toward a resolution.

Questions regarding your policy, payments, or claims can often be resolved quickly by contacting your Broker or Agent, or in the case of an ongoing claim, your Adjuster. If you remain dissatisfied, our complaint resolution process provides a clear path for escalating your concerns.

Please follow the steps below to ensure your complaint is reviewed by the appropriate team members and addressed as efficiently as possible.

Step one:  Contact your Broker or Agent. If your concerns remain unresolved, proceed to the next step.

Step two:  If your concerns are unresolved after working with your Broker or Agent, reach out to us. A member of our leadership team will work with you to answer your questions and explain why decisions were made.

Step Three:  If your concerns are still unresolved, you can contact our Ombudsperson using the contact information below.

Please note that you must follow steps 1 & 2 before reaching out.

Ombudsperson
Grenville Mutual Insurance Company
380 Colonnade Drive
Kemptville, ON K0G 1J0
Phone: (613) 258-9988
Email: ombuds@grenvillemutual.com