The Complaint Process

OLHI assists any consumer who has a concern or complaint about a Canadian life and health insurance product or service, including life, disability, employee health benefits, travel, and insurance investment products such as annuities and segregated funds.

Within this section you will find information on how to deal with your insurance company if you have a complaint. We also provide you with an overview of OLHI's independent dispute resolution process.

Our experienced Complaints Counsellors will guide you through the complaints process.

Often we can quickly and easily resolve your concern with an initial call or upon quick review of relevant information. Problems often arise over a simple misunderstanding or failure to provide complete information.

OLHI provides Canada wide assistance in both official languages anytime through our website and our toll-free telephone self-serve options. In addition, live counsellors are available during regular business hours (Eastern Standard Time).

In Toronto 416-777-9002	In Montreal 514-282-2088
Toll Free 1-888-295-8112

Overview of Complaints Process

Step One:
Before you can use OLHI’s independent dispute resolution services, you must first try to resolve your complaint directly with your insurance company. All OLHI member companies are required to have a complaints resolution process and to provide consumers with a copy of this process upon request.
Click Here for a written guide to assist you in dealing with your insurance company.

Step Two:
OLHI may take on your case if, after receiving your final response from your insurance company, you would like to pursue the matter further; or if your insurer fails to provide you with their final decision within 90 days of their letter acknowledging receipt of your complaint.

To start our process, you must send us the original Authorization and Agreement form signed by yourself and copies of all documentation related to your complaint. If you are unsure what documentation to send us, please contact one of our Complaint Counsellors for assistance.
Click Here to download the Authorization and Agreement form.

An experienced Complaints Counsellor will review your matter from an independent perspective to collect all relevant facts and information and to advise you how best to deal with your complaint. Many cases are resolved at this initial stage through our assistance.

Step Three:
If OLHI finds there are grounds, your case will be referred to an OmbudService Officer (“Officer”) for conciliation. The Officer assigned to your case will work with you and your insurance company to try to facilitate a voluntary resolution of the complaint. Our Officers, who bring an experienced and independent perspective, are often very persuasive in assisting the parties to reach an agreement.

Step Four:
If OLHI finds there is a basis to pursue your complaint, it will be referred for a further review. This review results in a non binding settlement recommendation to the consumer and the insurance company.