FAQ

Are you a consumer advocate?
OLHI is neither a consumer nor an industry advocate. Our role is to be impartial so that both sides of a dispute know they are getting a fair, unbiased perspective.

What does it cost to use your services?
All OLHI’s services are provided free of charge.

When and how do I initiate a complaint?
A Complaints Counsellor will guide you through the process at any time. However, you must first complete your company’s internal dispute resolution process before you initiate OLHI’s independent complaints process.

How long will it take to handle my complaint?
It depends on how complicated it is. OLHI’s Service Standards require us to respond to you promptly and to inform you of any delays.

Are there any circumstances where you can not handle my complaint, even after I complete my company’s process?
OLHI will never refuse to discuss a consumer’s concern or complaint pertaining to a Canadian life or health insurance service or product. However, our mandate does not permit us to deal with complaints already before a court, tribunal, arbitrator or another independent dispute resolution service. We also may decline to deal with a complaint in certain limited circumstance.

Can I proceed directly to have my complaint dealt with by an Ombudservice Officer?
OLHI’s complaints handling process has been specifically designed to handle your complaint in the quickest and most efficient way. Since most complaints are capable of early resolution, it must first be reviewed by one of our highly trained and experienced Complaints Counsellors.

What if I am not satisfied with the outcome of my complaint?
OLHI is a voluntary alternative dispute resolution service. If the parties can not settle the matter to their mutual satisfaction with our assistance, you have the right to pursue other remedies that may be available to you such as legal action, arbitration or in Quebec, a claim with the AMF (L’autorité des marchés financiers).

Can you recommend compensation for my losses or damages?
Yes. However, our view on whether compensation is warranted and the appropriate amount will depend on the facts of each case.

Should I speak to my lawyer before making a complaint to OLHI?
You and the insurance company will be asked to sign an agreement suspending the limitation period while your formal complaint is under review by OLHI. However, in Quebec, it is not legally permissible to make such an agreement. If you are concerned that using our services could affect your legal rights, we encourage you to seek legal advice as OLHI does not provide legal and other professional advice.

How can you be impartial and independent when OLHI is funded by life and health insurance companies?
In Canada and around the world, regulators and Ombudservice offices in the financial services sectors are typically funded by the industries they cover, as opposed to the general tax payer. Independence of those services is safeguarded by ensuring that control of the OmbudService does not lie with industry. In the case of OLHI, our business and operations are controlled by our board of directors and the majority of our board members are independent of industry. In addition, our Executive Director, who manages the day to day operations of OLHI, has no ties to the life and health insurance industry. Also, our budget is set by OLHI’s board upon the recommendation of the independent directors only.

Can you answer my general questions about life and health insurance
products and services?
Yes. OLHI also offers a free information service to consumers of Canadian life and health insurance products, including life, disability, employee health benefits, travel, and insurance investment products such as annuities and segregated funds.