It is important that you follow your insurance company’s internal complaint-handling process first before taking further steps. The Financial Consumer Agency of Canada’s (FCAC) complaint-handling process search tool can help you find out about the complaint-handling process for your insurer.
Address the issue with your agent, broker or the company representative as soon as possible. This may be all that is required to solve the situation.
If the problem relates to the insurance product and you are not satisfied with the response received from your agent or broker, make a formal complaint to your insurer and ask that your complaint be forwarded to your insurance company’s internal ombudsperson. Formal complaints must usually be made in writing.
If the problem relates to the conduct of the agent or broker and you are not satisfied with his or her response, contact us.
If your complaint has not been resolved by the insurance company one of the following organizations that can offer a third-party review of your complaint:
- Consumer Advocate for Insurance - Please contact the Consumer Advocate for Insurance if you are seeking general information on insurance issues, assistance in finding insurance or advice on dealing with a claim.
- OmbudService for Life and Health Insurance (OLHI) - The OLHI is a national independent complaint resolution and information service for life and health insurance products and services, including life, disability, employee health benefits, travel, and insurance investment products such as annuities and segregated funds.
- General Insurance OmbudService (GIO) - The General Insurance OmbudService (GIO) is an independent dispute resolution service for home, auto or business insurance policyholder of a member company in Canada.