If we get something wrong, here is exactly what to do.
Most problems are solved by telling your broker. If that does not work, there is a clear path above us, and we would rather you use it than stay unhappy quietly.
How do I make a complaint about an insurance broker in BC?
Start with the broker handling your file. If they cannot resolve it, ask for the branch manager, then for the principal of the firm. If you are still not satisfied, the Insurance Council of British Columbia reviews complaints about brokers, agencies and firms. Complaints about an insurance company or a claim decision go to the General Insurance OmbudService instead.
Complaints about our service.
Talk to your broker
Tell the person handling your file what has gone wrong. Most things are fixed here, and quickly.
Ask for the branch manager
If it is not resolved, ask to speak to the manager of the branch. You will not be made to feel awkward for asking.
It comes to the principal
Unresolved complaints are referred to the principal of the firm, who will respond to you directly.
Insurance Council of BC
If we still have not put it right, you can ask the Insurance Council of British Columbia to review it. They regulate brokers, agencies and firms.
Complaints about an insurer or a claim.
If your complaint is about the insurance company rather than about us (a claim decision, a settlement amount, how you were treated by an adjuster) the path is different, and we will help you follow it.
Start with the adjuster, then the manager
Raise it with the adjuster on your file, then their supervisor or claims manager. Tell us too, part of our job is pushing on your behalf.
The insurer’s complaints officer
Every insurer has one, and you are entitled to a final position letter setting out their decision.
General Insurance OmbudService
An independent, free dispute-resolution service for home, auto and business insurance disputes. Reachable at 1-877-225-0446 or giocanada.org.
Life and health insurance
Disputes about life or health policies go to the OmbudService for Life and Health Insurance instead.
The insurance company itself
The BC Financial Services Authority regulates insurance companies operating in the province and accepts consumer complaints.
ICBC basic rates
Complaints about how mandatory ICBC rates are set go to the BC Utilities Commission.
What you can expect from us.
These are the standards we hold ourselves to. If we miss them, that itself is worth telling us about.
We acknowledge it
You will know your complaint has been received and who is dealing with it.
A named person
One person owns your complaint through to the end. You will not be passed around.
A straight answer
Including when the answer is that we disagree, with our reasons, and what you can do next.