GIO is the place to turn when your home, car or business insurer won't fix a problem. It is independent from the insurance companies and doesn't cost you anything. But it has one rule that trips many people up: you must finish your insurer's own complaint process first.
What GIO Handles
- Claims: a claim was denied, delayed or underpaid.
- Coverage: you and the insurer read your policy differently.
- Policy handling: how your policy was processed or managed, for example a cancellation or a billing mistake.
GIO does not review the price of insurance or rate increases.
Step by Step
1Complain to your insurer in writing. Every insurer has an internal complaint process, often ending with a complaint officer or internal ombudsman. Say what happened, what you want, and keep copies. Our complaint form can draft the letter for you.
2Get the Final Position Letter. This is the insurer's written final answer. GIO needs it before it can review your complaint. See how to get one.
3File with GIO. Use the online form, call 1-877-225-0446 or email info@giocanada.org. Include the Final Position Letter, your policy number and copies of your letters.
4Consumer Service Officer. A GIO officer looks into the complaint first and tries to help you and the insurer reach a solution.
5Mediation, then Senior Adjudication. If it isn't solved, the complaint can go to mediation and then to Senior Adjudication, which gives a non-binding recommendation.
How to Contact GIO
| Channel | Details |
|---|---|
| Online form | giocanada.org |
| Phone | 1-877-225-0446 |
| info@giocanada.org | |
| 4711 Yonge Street, 10th Floor, Toronto, ON M2N 6K8 |
If GIO Doesn't Solve It
A GIO recommendation is not binding, so you keep your other options. For a money dispute, small claims court may fit. If you think the insurer broke the rules, you can also complain to your province's insurance regulator, such as FSRA in Ontario. For a large claim, talk to a lawyer before any legal deadline passes.
Do It on ComplaintCA
Start with a clear, dated complaint to your insurer. It is the record GIO will ask for.
Draft It With Asya →Frequently Asked
What is GIO in Canada?
The General Insurance OmbudService (GIO) is an independent, free dispute-resolution service for people with home, auto or business insurance from one of its member insurance companies. It works in English and French.
Can I go straight to GIO?
No. You must first try to resolve the problem with your insurance company and get its Final Position Letter. If you are still unhappy after that letter, you can take the complaint to GIO.
What does GIO handle?
Disputes about claims, how your policy's coverage is interpreted, and how your policy was processed or handled. It does not review the price of insurance or rates.
Is a GIO decision binding?
No. If a complaint reaches GIO's Senior Adjudication stage, the result is a non-binding recommendation. You keep your other options, such as small claims court.
What about life or health insurance?
Those go to a different free body, the OmbudService for Life & Health Insurance (OLHI), at 1-888-295-8112.
Sources & Verification
Rules, steps and contact details in this article come from official sources:
- GIO — Submit an insurance complaint
- GIO — Brochure: services, scope and process
- Insurance Bureau of Canada — Dispute resolution
- OLHI — OmbudService for Life & Health Insurance
This article is general information, not legal advice. ComplaintCA is not part of GIO. Learn more about how ComplaintCA verifies information on our About page.