Dispute Resolution

• Ask your broker, agent, company representative or claims adjuster for an explanation. Insurance policies are legal contracts that specify the rights and responsibilities of both parties; however, sometimes misunderstandings can occur.

• If you have further questions that your representative or adjuster is unable to answer, ask to speak with the claim supervisor.

• Consider contacting IBC’s Consumer Information Centre at 1-844-2ask-IBC (1-844-227-5422). Our independent staff have years of insurance experience and can answer general questions about:

  • Policy wordings and coverage

  • How insurance companies handle claims

  • Buying, renewing or updating insurance coverage

  • How to proceed with a complaint

  Please note that IBC’s Consumer Information Centre is unable to provide legal advice.

All licensed insurers have their own internal dispute resolution process. Ask your insurance representative for the customer ombudsman’s contact information.

When you make a complaint:

• Clearly state your concern and expectations

• Have all pertinent information and documentation available

• Allow time for your insurer to investigate and answer your complaint

• Make sure you keep a record of the people you talked to and what was said

Inquiries can also be directed to the General Insurance OmbudService (GIO) at 1-877-225-0446 or giocanada.org

If your matter is not resolved with your insurer’s complaints liaison officer, request a final position letter and contact GIO. The GIO is an independent consumer dispute-resolution system for the insurance industry. Its members include most federally licensed and several provincially incorporated insurers. GIO helps you and your insurer resolve differences about claims-related matters and interpretation of policy coverage in a fair, independent and impartial environment.

If your dispute is not resolved by GIO or if your insurer is not a member of GIO, get in touch with a Superintendent of Insurance in your province or territory.

Federal Government of Canada

Part of the role of the Financial Consumer Agency of Canada (FCAC) is to ensure that financial institutions have a complaint-handling process in place. If you have difficulty finding out about your institution’s complaint-handling process or if you’re experiencing delays when using it, contact FCAC. However, please keep in mind that FCAC does not provide redress or compensation and cannot get involved in individual disputes.