Your Rights as an Alberta Auto Insurance Customer
You have the right to quick, clear updates on your claim, to know why if it’s denied, to be treated honestly and fairly and to have your personal information protected. If you have a problem, talk to your insurance company’s complaint team first. If it’s a claims dispute and it’s still not fixed, you can go to the General Insurance Ombud Service (GIO), which is independent.
Will My Insurance Company Keep Me Updated on My Claim?
Yes. You should get quick answers and clear updates about where your claim stands. You shouldn’t have to chase anyone to find out what’s happening.
What If My Claim Is Denied?
You have the right to know why. Your insurance company should explain the reason for its decision. If you don’t agree with it, you have options.
Who Should I Talk to If I’m Not Happy?
Start with your insurance company’s complaint process. Most issues can be sorted out there. It helps to write down who you spoke with, what was said and when.
How Should Insurance Professionals Treat Me?
You should be treated honestly and fairly. The people you deal with, like agents and brokers, should know their stuff, act ethically and treat you with integrity.
Is My Personal Information Safe?
Your insurance company can only use your personal information for the reasons listed in its privacy policy. Alberta’s privacy laws also protect it.
What If My Insurance Company Doesn’t Fix the Problem?
Follow these steps, in order:
- Ask for an explanation. Contact your insurer as soon as you can. Start with your adjuster or claims supervisor.
- Make a written complaint. Explain what the problem is and what you’d like to happen.
- Contact your insurer’s complaint liaison officer or ombudsperson. Every insurer in Alberta has one. Try this if you’re still not satisfied.
- Get free, independent help. If it’s still not resolved, an independent Ombud Service can help.
How Do I Make My Complaint Easy to Follow?
A clear, organized complaint gets looked at faster. Here’s what to include:
- The problem. What went wrong, why you think it’s a problem and what you’d like to happen.
- The facts, in order. Tell the story from start to finish and include any relevant documents.
- Copies of your correspondence. Keep emails and letters.
- Notes from conversations. Write down the date, who you spoke with and what was discussed.
- Confirmation letters. If you and your insurer agree on something, ask for it in writing.
Who Do I Contact for What?
Below is a list of Complaint liaison officers / ombudspersons, including contact information:
Need More Information?
You can learn more about your rights at:
or read more in the link below:
Frequently Asked Questions
What are my rights as an insurance customer in Alberta? You have the right to quick and clear claim updates, a reason if your claim is denied, honest and fair service and protection of your personal information.
Can my insurance company deny my claim without telling me why? No. If your claim is denied, you have the right to know the reason.
Where do I complain about my insurance company? Start with your insurance company’s own complaint process. If it’s a claims dispute and it isn’t resolved, contact the General Insurance Ombud Service (giocanada.org).
What is the General Insurance Ombud Service? An independent service which helps with claims disputes between customers and insurance companies.
Does it cost anything to use the General Insurance Ombud Service? No. It’s free.
Who can use my personal information? Your insurance company can only use it for the reasons in its privacy policy and Alberta privacy laws protect it.
