"Mutual Service With Security" is our motto and we take it seriously. Portage Mutual Insurance has established formal complaint handling procedures to ensure your issues are thoroughly reviewed and addressed.

The following steps are in sequential order for a customer to escalate their complaints.

1. Contact your Broker: Your first step must be to contact your Broker. Your Broker may be able to resolve your concerns/complaints.
   
   
2. Contact your Branch: If your concerns are not addressed, please contact the nearest Portage Mutual Insurance branch office by telephone. A company representative, with the authority to address your concerns, will speak with you or return your call promptly. Please state the nature of your request, your contact information and any other information, such as your policy number, which may help us respond quickly.
   
   

   • Maritimes

     Phone: 1-800-565-1000

   • Ontario

     Phone: 1-800-263-7262

   • Manitoba/Saskatchewan

     Phone: 1-800-567-7721

   • Alberta/BC

     Phone: 1-800-661-3625
3. Elevate to the Branch Manager: If the matter is unresolved at the company representative level you can escalate the complaint/concern to the Branch Manager.
   
   

   • Maritimes

     Phone: 1-800-565-1000
     Email: maritimes.bm@portagemutual.com

   • Ontario

     Phone: 1-800-263-7262
     Email: ontario.bm@portagemutual.com

   • Manitoba/Saskatchewan

     Phone: 1-800-567-7721
     Email: mb-sk.bm@portagemutual.com

   • Alberta/BC

     Phone: 1-800-661-3625
     Email: ab-bc.bm@portagemutual.com
4. Complaint Officer/Ombudsperson: If you and the Branch Manager are not able to come to a mutual resolution, you can forward your concern to the Corporate Ombudsperson whom will act as a trusted intermediary between you and Portage Mutual Insurance to try and resolve your complaint/concern:
   
   
   Mail
   Portage Mutual Insurance Company
   749 Saskatchewan Avenue East
   PO Box 340 Stn Main
   Portage la Prairie MB R1N3B8
   Canada
   
   Email
   ombudsperson@portagemutual.com
   
   Written and emailed submissions must include:
   • Your Policy or Claim Number
   • Your Name
   • Your preferred contact method and information
   
   Please Note: If the complaint is being referred by someone other than the named insured/consumer, a signed letter of authorization must be submitted to allow any communication in the matter.
   
   
5. Contact External Third-Party Ombuds Service: In the event a solution cannot be found with the Corporate Ombudsperson, complainants can contact an external independent organization that deals with complaints. Contact information is provided via the below links:
   
   

   • Alberta Only

     
     General Insurance OmbudService (GIO)

   • All Other Provinces

     
     Mutual Insurance Companies OmbudService (MICO)
6. The Financial Consumer Agency of Canada (FCAC) also provides information about your rights as a complainant.
   Please click this link for details: The Financial Consumer Agency of Canada (FCAC)