Your home, car or business insurer said no, and you want an outside review. The free General Insurance OmbudService (GIO) can help, but only after the insurer gives you its Final Position Letter. Here is how to get it fast.
What It Is
A Final Position Letter is the insurer's written, final answer to your complaint. It comes at the end of the insurer's own complaint process, usually from its complaint officer or internal ombudsman. It should say:
- The decision on your complaint and the reasons.
- That this is its final position.
- Where to go next, usually GIO.
A claim denial from an adjuster is not the same thing. It is only the first answer.
How to Get It
1Find the complaint process. It is on the insurer's website, usually under "Complaints" or "Dispute resolution". Note the name or email of the complaint officer.
2Complain in writing. Give your policy and claim numbers, what happened, and what you want. Our complaint form can draft it.
3Go up each level. If the first answer is no, ask to take it to the next level, up to the complaint officer or internal ombudsman.
4Ask for the letter by name. Write: "If you will not change your decision, please send me your Final Position Letter."
5Take it to GIO. Send GIO the letter with your policy number and copies of your emails.
Sample Request
I complained about claim [number] on [date]. The problem is not solved. If your decision is final, please send me your Final Position Letter in writing, so I can take my complaint to the General Insurance OmbudService.
[Your name] · Policy [number] · [phone]
If the Letter Doesn't Come
- Follow up in writing and keep every email and date.
- Check the insurer's complaint policy for the response time it promises.
- Call GIO at 1-877-225-0446. Its staff can guide you through the insurer's process, even before you have the letter.
- Rule-breaking? You can also complain to your province's insurance regulator, such as FSRA in Ontario.
Do It on ComplaintCA
A written, dated request is the fastest way to get your Final Position Letter.
Draft It With Asya →Frequently Asked
What is a Final Position Letter?
It is your insurance company's written final answer to your complaint, after its internal complaint process is finished. It says the insurer's decision and points you to an outside body, such as GIO, if you still disagree.
Why do I need it?
GIO cannot review a home, auto or business insurance complaint until you have the insurer's Final Position Letter. It shows you finished the insurer's own process first.
How do I get one?
Complain in writing, follow the insurer's complaint steps up to its complaint officer or internal ombudsman, and ask clearly for a Final Position Letter if they still say no.
What if the insurer never sends it?
Ask again in writing with your claim and complaint numbers, and keep copies. GIO staff can talk with you and guide you through your insurer's complaint process even before the letter arrives.
Is a phone call enough?
Rarely. Put your complaint and your request in writing, by email or letter, so there is a dated record GIO can see.
Sources & Verification
Rules and steps in this article come from official sources:
- GIO — How the process works
- GIO — Submit an insurance complaint
- 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 or any insurer. Learn more about how ComplaintCA verifies information on our About page.