Take your appeal higher

If at the end of our Complaint Resolution Process, your concern remains unresolved, an external avenue of appeal is available to you.

Concerns relating to home, auto, commercial or farm

General Insurance OmbudService (GIO)

GIO is a national organization dedicated to resolving complaints about insurance. It is the final authority for the resolution of disagreements between clients and their insurance companies. When disagreements occur, GIO's neutral mediators and experienced customer service officers help insurance companies and their clients work toward a solution that is in the best interest of both parties. Please note that you must follow the company’s Complaint Resolution Process before the GIO will become involved.

Financial Consumer Agency of Canada (FCAC)

FCAC provides consumers with accurate and objective information about financial products and services, and informs Canadians of their rights and responsibilities when dealing with financial institutions. The FCAC also ensures compliance with the federal consumer protection laws that apply to banks and federally incorporated trust, loan and insurance companies.

Concerns relating to travel, life, disability or group benefits

OmbudService for Life & Health Insurance (OLHI)
The OLHI is a member of the Financial Services OmbudsNetwork (FSON), which is a national dispute resolution system. The OLHI is an independent service that assists consumers with concerns about life and health insurance products and services that have not been resolved through the Company’s dispute resolution process. OLHI Consumer Assistance Centre is staffed by English and French-speaking counsellors with extensive experience and knowledge.

Consumer Code of Conduct
Co-operators Life Insurance Company is a member of the Canadian Life and Health Insurance Association (CLHIA), and since 1990, all life and health insurance companies that are members of the CLHIA have undertaken to adhere to the Consumer Code of Ethics as a condition of membership. This Code focuses on fair treatment of consumers through:

  • a competitive marketplace
  • clear and straightforward advertising
  • competent sales and services
  • respecting the privacy of consumers

Consumer Publications
The life and health insurance industry makes available practical consumer guides on a wide range of life and health insurance products, the kind of coverage available, how to select and deal with an intermediary, and many other practical tips. Available publications include:

  • A guide to life insurance
  • A guide to supplementary health insurance
  • Health Insurance for Travellers: What you should know before leaving Canada
  • Disability Insurance: Where Will the Money Come from If You’re Disabled
  • A guide to segregated fund contracts
  • Consumer Tips: RRSPs with Life Insurance Companies

 

Federal Consumer Provision Complaints

Financial Consumer Agency of Canada (FCAC)

FCAC provides consumers with accurate and objective information about financial products and services, and informs Canadians of their rights and responsibilities when dealing with financial institutions. The FCAC also ensures compliance with the federal consumer protection laws that apply to banks and federally incorporated trust, loan and insurance companies.