OLHI – OmbudService for Life & Health Insurance | Resolution of your Canadian Insurance Concerns | OLHI

Insurance companies process

Before making a complaint with OLHI, you must first try to resolve it directly with your insurance company. Click here to contact your company. All insurance companies have an internal complaints process.

What to do when making a complaint with your insurance company:

  • Act quickly. Start with the person or the department that you dealt with at your insurance company when you first purchased the product or service. If this person/department can’t help, ask to whom you should address your complaint. Make sure you have all the appropriate documents such as brochures, account statements, copies of contracts and medical information, where appropriate.
  • Do it in writing. It is usually best to send your complaint in writing. Before sending, ask to whom you should address your letter and what documentation should be enclosed. Put “Complaint” at the top of your letter. Be clear about what went wrong and when. Tell them what you expect as a solution.
  • Call OLHI. Before sending your complaint, you may wish to speak with an OLHI Dispute Resolution Officer to receive guidance on what facts and documentation would be helpful to include in your letter.
  • Know your insurance company’s process. All insurance companies have a complaints handling process. Ask for their written complaints procedure and follow the required steps. Companies have this information available on their website.
  • Ask for a final position letter. There is always someone within your insurance company who has the authority to make a final decision about your complaint. This person will provide you with a “final position letter” on behalf of the company.

Helpful Tips:

  • Be calm and courteous. Although trying to resolve a complaint can be frustrating and stressful, our experience is that a courteous manner facilitates communications and promotes quicker resolution.
  • Be patient and persistent. Depending on the situation, you may need to escalate your complaint if you are not satisfied with how your insurance company is responding – or if they’re taking longer than 90 days to reach a decision.
  • Follow the process. Insurers have specialized resources and processes for handling complaints. Trying to “jump the cue” will usually result in being redirected to the designated person in the company’s complaint process – the individual you may likely be working with already.
  • Keep Records. Take notes of any important details of your conversations as well as names and dates of the persons you talked to. Keep copies of all correspondence you’ve sent or received. When sharing supporting documents with the insurer or with OLHI, send copies; keep your originals.