How to file a complaint with your insurance company
Learn about what you should do if you have a problem with an insurance company, agent or broker. Learn how to use their complaint-handling process and what to do if you’re not satisfied.
Key information
If you have a problem with an insurance company, you should file a complaint with them directly. The Financial Consumer Agency of Canada (FCAC) does not resolve individual complaints. FCAC can help you understand an insurance company’s complaint process and guide you through the steps.
Prepare to file your complaint
You may have a problem with your insurance company, agent or broker. For example, it may be about your policy, your premium or a claim that you made.
All insurance companies have an internal complaint-handling process. You can find it on their website. The process may include several steps.
Before you start the process, have the following information on hand:
- your insurance policy number
- the name of the agent or broker (if you have one)
- the key facts about the problem
- the resolution you want, like a reimbursement amount
- copies of any related documents like account statements and contracts
Contact your insurance company, agent or broker
Follow the company’s complaint process.
You could deal with:
- a customer service representative
- the complaint department, or
- a senior employee responsible for investigating complaints
Ask for a letter that clearly states your insurer’s final decision regarding your complaint.
Tip
Take notes. When you talk to someone, always write down the conversation dates, the employee names and what you discussed.
Contact an external organization
External (third-party) organizations can provide an independent, free and impartial review of your complaint. If you’re not satisfied with the resolution offered by your insurance company, contact an external organization for a complaint review.
If your complaint is about life and health insurance, contact:
OmbudService for Life and Health Insurance (OLHI)
If your complaint is about home, auto or business insurance, contact:
General Insurance OmbudService (GIO)
In both cases, if you’re a Quebec resident, contact:
Contact the insurance regulator
If you’re not satisfied, you can file a complaint with your province or territory’s insurance regulator for impartial review of your complaint.
Remember. You can contact them separately at any point in the complaint process.
Insurance companies, agents and brokers must follow the laws or rules of each province and territory where they do business.
These laws and rules cover:
- insurance policies and other products from the insurance company, like investments
- the conduct of representatives that sell those insurance products, like agents or brokers
Find your provincial or territorial insurance regulator.