For insurers – Learn more about OLHI by exploring answers to the questions we hear most often:
Do I have to join OLHI?
Canadian legislation requires most life and health insurance companies to join an independent dispute resolution service. The majority of life and health insurers in Canada are participating companies of OLHI.
What are the fees to participate in OLHI?
We are funded by participating companies, which pay fees based on their size or volume of business. Our budget and participation fees are set each year by a committee of the Board of Directors composed solely of independent directors, and are then approved by our Board of Directors.
If insurers pay to join, do they have a say in how OLHI operates?
OLHI’s independence and impartiality are essential to our mandate. As such, participating companies do not control our operations. The Canadian Council of Insurance Regulators (CCIR) and OLHI’s Board of Directors oversee our operations.
Is OLHI a consumer advocate?
No. OLHI does not advocate for either the consumer or the insurance company. Any recommendation we make is based on an impartial review of the relevant facts.
Are OLHI’s recommendations binding?
No. We provide voluntary settlement recommendations that help avoid costly, complex, and lengthy court proceedings.
Are there limits on the amount of compensation OLHI can recommend?
No. However, whether compensation is warranted, and the appropriate amount, depend on the facts of each case. We do not consider claims for interest, costs, punitive damages, or other damages.
Are there situations where you cannot handle a complaint?
Yes. OLHI is unable to review certain types of complaints. For more details, consult Our process.
Do participating companies have to inform their customers about OLHI?
Yes. Insurers must inform consumers about OLHI at two points: when a consumer submits a written complaint to the insurer, and when the insurer provides its final position letter to the consumer.
Can OLHI review a complaint if the insurer has not provided a final response to the consumer?
No. However, if 90 days have passed since the consumer submitted their complaint to the insurer and no final position letter has been issued, OLHI may follow up with the insurer.
What information must the insurer provide to OLHI as part of the complaint review?
Insurers are required to provide all relevant, non‑privileged information and documents.
How long does OLHI take to review a complaint?
OLHI aims to review most complaints within 120 days.
Are there timelines insurers must meet during OLHI’s complaint process?
Insurers must provide OLHI with all relevant, non‑privileged information and documents within 30 days of our request.
What is the impact of OLHI’s process on limitation periods?
When a consumer files a complaint with OLHI, the limitation period is suspended until the complaint is closed, unless the consumer resides in Québec. Québec law does not allow limitation periods to be suspended.
What is OLHI’s protocol for public disclosure?
If an insurance company does not accept OLHI’s final non‑binding recommendation, OLHI is required to publish this information, including the report and recommendation. The name of the company is disclosed, but all information that could identify the consumer is omitted.
Where can I find more information about OLHI’s complaint process?
Please refer to the section on our process and our mandate.
Does OLHI also answer general questions about life and health insurance, or does it only handle complaints?
Yes. We also provide a free information service.