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 public service. It helps Canadian consumers resolve life and health insurance disputes.
As a national service, OLHI provides accurate and accessible information about life and health insurance. This information is available in English and French across Canada.
OLHI guides consumers through their insurer’s complaint process and answers their questions. It also helps facilitate requests involving 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.
OLHI is governed by a board whose members are mostly independent. The Canadian Council of Insurance Regulators (CCIR) also oversees OLHI.
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:
OLHI is governed by a board whose members are mostly independent. The CCIR also oversees its activities.
Participating companies
Life and health insurance companies in Canada must support an impartial dispute resolution service.
OLHI provides free and impartial dispute resolution services in English and French. These services are available to consumers 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 works closely with government regulators that oversee insurance activity in Canada. This relationship preserves OLHI’s independence. It is supported through the CCIR, which also engages with the General Insurance OmbudService.
These relationships help Canadian consumers access high-quality complaint resolution services. The services are effective, efficient, 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 INFO Network, an international association of financial services ombudservices. The network promotes independent dispute resolution.
Established in 2007, it develops member expertise by sharing experience, knowledge and ideas.
Forum of Canadian Ombudsman
OLHI is a member of the Forum of Canadian Ombudsman. The organization was formed in 2000 by practitioners from across Canada.
Its members work in government, private industry, 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 provides a forum for action, information sharing and collaboration. It promotes and advances fair complaint management.