Service Standards

OLHI has committed to abide by a voluntary code of service standards that guide the work and activities of its qualified professional staff.

OLHI’s promise to consumers includes service in accordance with the following standards:

Accessibility
OLHI provides convenient ease of contact for consumers  through our national toll-free telephone numbers, mail, email,  facsimile and websites. Our services are offered in both English and French and are provided at no cost whatsoever to consumers.
Click here to contact us.

Timeliness
OLHI will respond promptly to consumer enquiries and complaints. Most telephone enquiries are answered immediately by an attendant and any telephone, fax, or email messages will be returned promptly.

Courtesy
Consumers contacting OLHI will be treated courteously, professionally and with respect. 

Clarity 
OLHI provides consumers with clear and succinct information by telephone or in writing. Our aim is to ensure the consumer has a full and complete understanding of the issues and the positions of each party.

Accuracy
All information collected by OLHI relevant to a complaint or enquiry will be  accurate and as complete and up-to-date as necessary for the purpose of assisting with the resolution of the enquiry or complaint.

Fairness & Impartiality
OLHI provides unbiased and impartial assistance with consumer complaints and enquiries. OLHI is not an advocate for either the consumer or the life and health insurance company.

Consistency
OLHI processes complaints in accordance with its mandate and terms of reference and strives to treat similar cases in a similar fashion.

Knowledge
The information provided to consumers contacting OLHI will reflect a thorough knowledge and understanding of the subject. OLHI’s staff have the skills and specialized knowledge of life and health insurance products, services, and practices necessary to address consumer enquiries and complaints.

Privacy/Confidentiality
Any information collected by OLHI will remain confidential and proprietary to the OLHI in accordance with OLHI's Privacy Statement. Click Here  to view our Privacy Statement.

Independence & Objectivity
OLHI is a non-profit corporation independent of government and industry. It is  governed by a Board of Directors, the majority of whom are Independent Directors with no ties to the life and health insurance industry.