A denied claim is not the insurer's last word. Every insurer has an internal complaint process, and after it, an independent service reviews disputes for free. Most people skip the step that unlocks it: the final position letter.
Step by Step
1Get the denial in writing. Ask the insurer to name the exact policy clause it relied on. Keep the policy, photos, repair quotes and every email.
2Use the insurer's complaint process. Write to its complaints officer or internal ombudsman and explain why the clause doesn't apply. Ask for a final position letter at the end. You need it for the next step.
3Take it to GIO, for free. The General Insurance OmbudService reviews home, auto and business insurance disputes with its member insurers. It looks at the file and gives a non-binding recommendation. Call 1-877-225-0446 or apply at giocanada.org.
4Still not resolved? You can complain to your provincial insurance regulator about how the insurer treated you, or take the money dispute to court. For smaller amounts, see our small claims guide.
Where Your Dispute Goes
| Type of claim | Who reviews it |
|---|---|
| Home, private auto, business | Insurer, then GIO |
| Life, health, disability, travel | Insurer, then OLHI |
| Ontario auto accident benefits | Licence Appeal Tribunal |
| ICBC, MPI, SGI, SAAQ (public auto) | That insurer's own review and appeal process |
Life and health insurance disputes go to the OmbudService for Life & Health Insurance (OLHI), 1-888-295-8112. Our insurance complaint guide has the contacts for both services.
Explain why the clause doesn't apply, in a clear letter to your insurer.
Draft It With Asya →Frequently Asked
Can I go straight to the General Insurance OmbudService?
No. You first need a final position letter from your insurer, which you get by completing its internal complaint process. Once you have it and still disagree, you can take the dispute to GIO for free.
Is GIO an insurance company?
No. In Canada, GIO is the General Insurance OmbudService, an independent and free dispute resolution service for home, auto and business insurance. It is not an insurer and does not sell policies.
Is a GIO decision binding on my insurer?
No. GIO reviews the file and gives a non-binding recommendation. Many disputes settle at that stage. If yours doesn't, you can still go to your provincial regulator or to court.
What if my Ontario accident benefits were denied?
Accident benefits disputes in Ontario go to the Licence Appeal Tribunal, not GIO. You generally have 2 years from the insurer's denial of a specific benefit to apply, and each denial has its own deadline.
Sources & Verification
Figures and contacts in this article come from official sources:
- General Insurance OmbudService (GIO)
- GIO — Annual Report 2024–2025
- OmbudService for Life & Health Insurance (OLHI)
- Tribunals Ontario — Licence Appeal Tribunal
- Canadian Underwriter — B.C. requires insurers to be GIO members, except ICBC
This article is general information, not legal advice. Learn more about how ComplaintCA verifies information on our About page.