OLHI’s role in complaint resolution
Canadian law requires most life and health insurance companies to participate in an independent dispute resolution service. OLHI provides consumers with independent information and complaint resolution services related to life and health insurance. Insurers that participate in OLHI are referred to as “participating companies.”
When a consumer and a participating company cannot resolve a complaint through the insurer’s internal complaint process, OLHI may review the case. If we determine that the complaint is well-founded, we make a recommendation intended to support its resolution.
Funding and impartiality
OLHI is funded by participating companies. Fees are based on each company’s size or volume of business. Our Board of Directors sets the annual budget and related fees based on recommendations from the Executive Director and other professionals.
OLHI’s Terms of Reference require us to remain impartial. We do not represent or advocate for either the consumer or the insurer.
