Understanding Insurance Basics

• The complaint process

There are several options available to you if you have a complaint about your insurance agent, broker or insurance company. All federally regulated insurers must have a complaint- handling system in place. They must provide policy holders with information on:

• how to make a complaint
• how long the process will take
• the next steps if the complaint remains unresolved.

For a list of federally regulated financial institutions, visit the website of the Office of the Superintendent of Financial Institutions (OSFI) at www.osfi-bsif.gc.ca, and click on "Who We Regulate."