Alternative dispute resolution for Canadian life and health insurance consumers
The OmbudService for Life and Health Insurance (OLHI) is a free, fast, independent, and impartial alternative dispute resolution public service for resolving disputes for Canadian life and health insurance consumers.
As a national service, OLHI provides accurate and accessible information about life and health insurance concerns across Canada, in both English and French.
This includes guiding consumers through their insurer’s complaint process, answering their questions, and facilitating requests to insurer’s regarding lost policies of deceased loved ones.
Our services are:
Our services are completely free and provided in English and French to all Canadian consumers whose insurer is an OLHI participant.
We don’t take the side of the consumer or the insurance company – we take an impartial look at all the facts.
We are governed by a board of directors with a majority of independent directors and are overseen by the Canadian Council of Insurance Regulators (CCIR).
Our services include
Our Guiding Principles
We are committed to handling complaints fairly and impartially for both consumers and insurance companies. Each complaint is reviewed on its own merits, based on the specific circumstances of the case.
Accessibility:
Our free services are available in English and French to consumers of life and health insurance products. You can contact us online, by phone, fax or mail.
Timeliness:
We respond within 48 hours.
Courtesy:
Courtesy, professionalism and respect define every interaction.
Clarity:
We ensure that consumers understand the applicable provisions of their insurance policies and help them resolve their complaints.
Accuracy:
Our goals are to accurately document complaints and to effectively resolve disputes.
Fairness & Impartiality:
We are unbiased and impartial.
Consistency:
We consistently follow a rigorous process to help resolve consumer complaints.
Knowledge:
We are knowledgeable in the areas of insurance and dispute resolution.
Privacy & Confidentiality:
All our communications and cases are 100% confidential.
Independence & Objectivity:
We are governed by a Board of Directors with a majority of independent directors and are overseen by the Canadian Council of Insurance Regulators (CCIR).
Participating Companies
Life and health insurance companies in Canada are required by law to support an impartial dispute resolution service.
OLHI provides free and impartial dispute resolution services in English and French to consumers across Canada whose insurer is a participating OLHI company.
Affiliations
OLHI is connected to a network of Canadian and international organizations that support high standards in dispute resolution. These affiliations reflect our commitment to independence, collaboration and continuous improvement in serving consumers.
Regulatory Relationship
Canadian Council of Insurance Regulators (CCIR)
OLHI maintains an ongoing collaborative relationship with government regulators who oversee insurance activity in Canada, while preserving its independence. This relationship is supported through the Canadian Council of Insurance Regulators (CCIR), which also engages with the General Insurance OmbudService (GIO).
These relationships contribute to ensuring that Canadian consumers of insurance products have access to high-quality, effective and efficient complaint resolution services that are accessible, independent, impartial, transparent and fair.
- Consumers can contact GIO for complaints about home, auto and business insurance at:
- Toll Free: 1-877-225-0446
- Fax: 1-416-299-4261
- Website: www.giocanada.org
Professional Affiliations
INFO Network
OLHI is a member of the INFO Network, an international association of financial services ombudservices focused on delivering independent dispute resolution. INFO Network was formalised in 2007. Its overall objective is to develop the expertise in dispute resolution of Member schemes and offices, through exchange of experience, knowledge and ideas.
Forum of Canadian Ombudsman
OLHI is a member of the Forum of Canadian Ombudsman, formed in 2000 by practitioners from all areas of Canada. The membership list includes representatives of the profession working in the government milieu, private industry, and in colleges and universities.
Association des responsables de la gestion des plaintes
OLHI is also a member of the Association des responsables de la gestion des plaintes. Founded in 1999, the Association is a forum for action, information exchange, and collaboration that aims to promote and advance complaint management with a focus on fairness.