How To File A Complaint About Your Insurance Firm In Canada

young man in suit showing an insurance policy

As a policyholder, you have the power to address any issues with your insurance firm. The steps below will guide you through the process, empowering you to settle the matter.

Step 1: Address The Issues With Your Firm, Agent, Or Broker

You may need help concerning your policy, claim, or business with your firm, broker, or agent. If you believe your claim was unfairly denied, your policy was not explained to you properly, or you were misled by your agent, you can contact the firm directly to file your complaint. Every insurance firm possesses an internal complaint unit that takes care of procedures, which is obtainable on their web pages. The complaint handling procedure unit may have to go through many stages.

You could handle this with a frontline firm representative, the complaint division, or senior personnel accountable for analyzing complaints. The Financial Consumer Agency of Canada offers the complaint-handling procedure for every nationally controlled insurance firm on its webpage.

By the time you file a complaint, you are required to:

  • Give your name and the number of the policy
  • Give the name of the agent or broker if you did not do business directly with a firm representative.
  • Mention why you think there is an issue and what you would like to take place.
  • Give copies of documents related to the statement of account, contracts, and medical details, if required.
  • Maintain a record of who you talked to and the response they offered.
  • Request a letter mentioning your insurer’s last judgment concerning your problem.

Step 2: Reach Out To A Third Party

If you are not fulfilled after following the complaint-handling procedure unit, you can contact one of these institutions for a third-party check. If your unsettled complaint has to do with life and health insurance, you may reach out to:

  • OmbudService for Life and Health Insurance (OLHI)
  • L’Autorite des marches financiers (AMF) for Quebec inhabitants only.

If you possess an unsettled complaint concerning home, car, or business insurance, you may reach out to:

  • General Insurance OmbudService (GIO)
  • L’Autorite des marches financiers (AMF) for Quebec inhabitants alone

Step 3: Reach Out To The Insurance Regulator

Insurance firms, brokers, or agents must comply with the rules and guidelines of every region and territory where they execute their business. These guidelines apply to insurance policies and other insurance firms’ products, including investments. They also function with the behavior of the firm representatives, brokers, or agents who provide and trade those insurance items.

If you’re still not satisfied with the resolution, remember that you have the right to escalate your complaint. You can file a complaint with your regional insurance regulator, either through the insurance firm’s complaint-handling procedure or by directly contacting one of the institutions mentioned in step 2.