A provincial state of emergency remains in effect due to numerous wildfires.
For wildfire related information, call the 24-hour info line at 310-4455 (available in 200+ languages) or visit alberta.ca/emergency.
A provincial state of emergency remains in effect due to numerous wildfires.
For wildfire related information, call the 24-hour info line at 310-4455 (available in 200+ languages) or visit alberta.ca/emergency.
How to resolve a complaint, options for settling your insurance claim, industry conduct complaints and insurance industry information.
(Source: Canadian Council of Insurance Regulators)
Often, problems arise due to misunderstanding or miscommunication between individuals.
If addressed early, many problems can easily get sorted out.
However, if you are not satisfied with the response you receive, make a formal complaint.
A formal complaint often requires that you make a complaint in writing.
You need to identify the problem, state why you think it's a problem and set out what you would like to happen. Put down the facts in a logical order and provide relevant information and copies of documents.
Avoid unnecessary detail and repetition. If new issues arise while the complaint is going through the process, it helps to reduce confusion and delays if you submit a new complaint for the new issue.
Know your rights about filing a complaint.
Keep in mind that all insurance companies are required to have a complaint process that includes providing information on:
This process must include a company ombudsperson (please refer to the following list, which is maintained by the Superintendent of Insurance):
The process must also include membership in an independent ombudservice, which is an independent organization that helps consumers resolve disputes or concerns with their insurance company. These services are free of charge, and help address consumer concerns about claims, interpretation of policy coverage, and policy processing and handling. They will mediate between insureds and insurers, but do not have the ability to order settlement of a claim or provide a legal opinion about policy coverage.
For general insurance, such as home, automobile and commercial insurance, contact the General Insurance OmbudService:
Toll free: 1-877-225-0446
Website: www.giocanada.org
For travel, life, accident and sickness, and other private health insurance, contact the OmbudService for Health and Life Insurance:
Toll free: 1-888-295-8112
Website: www.olhi.ca
Make copies of all correspondence and official documents you send to the company.
If you phone a company or attend a meeting, keep a record of the date, the name of the person you spoke to and the main issues raised by both of you.
If there is an action expected following a conversation, send a confirmation letter to the company. Be specific about the agreed action and the timelines.
PDF form issues
Fillable PDF forms do not open properly on some mobile devices and web browsers. To fill in and save the form:
To submit your forms
Follow the directions on the form for submission instructions. If you have any questions, contact the Alberta Superintendent of Insurance.
There are a variety of steps you can take to resolve an outstanding insurance claim with your insurance provider. When issues, concerns, and disagreements arise, the following options are available.
Contact your adjuster, review what is delaying the settlement of the claim, and come to an agreement on a plan to get the claim back on track.
If settlement of the claim cannot be agreed upon with the adjuster, contact the adjuster’s claims supervisor or manager.
If the claim is still not settled, contact your insurer’s complaint liaison officer or ombudsperson. In Alberta, all insurers are required to have an ombudsperson. Please refer to the following list, which is maintained by the Superintendent of Insurance:
When you cannot reach an agreement about the following issues, they must be determined using the Dispute Resolution Process set out in section 519 of the Insurance Act (the Act).
The dispute resolution process must be used in settling the amount of a loss with your own insurer. Your insurer must send you a copy of section 519 of the Act within 10 days of determining that there is a dispute in respect to the amount of a loss.
Alternatively, as an insured, you can initiate the dispute resolution process in respect to the amount of a loss at any time, using the following process:
There are independent organizations that help consumers resolve disputes or concerns with their insurance company. These services are free of charge, and help address consumer concerns about claims, interpretation of policy coverage, and policy processing and handling. They will mediate between insureds and insurers, but do not have the ability to order settlement of a claim or provide a legal opinion about policy coverage.
For general insurance, such as home, automobile and commercial insurance, contact the General Insurance OmbudService:
Toll free: 1-877-225-0446
Website: www.giocanada.org
For travel, life, accident and sickness, and other private health insurance, contact the OmbudService for Health and Life Insurance:
Toll free: 1-888-295-8112
Website: www.olhi.ca
In instances where settlement cannot be achieved through the above listed options, it may be beneficial to review the matter with legal counsel in order to best protect your own interests.
For information on finding a lawyer, contact the Law Society of Alberta.
Alberta Treasury Board and Finance and the Alberta Insurance Council work together to ensure that consumers are protected, and that insurance companies, insurance adjusters and insurance agents or brokers operate at the highest standards.
Please note that these offices do not formally arbitrate or settle claims.
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If you have trouble opening fillable PDF forms, see the Forms page for instructions.
Connect with the Office of the Alberta Superintendent of Insurance:
Hours: 8:15 am to 4:30 pm (open Monday to Friday, closed statutory holidays)
Phone: 780-643-2237
Toll free: 310-0000 before the phone number (in Alberta)
Fax: 780-420-0752
Email: [email protected]
Address:
Alberta Superintendent of Insurance
Alberta Treasury Board and Finance
Financial Sector Regulation and Policy
402 Terrace Building
9515 107 Street
Edmonton, Alberta T5K 2C3
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