As we wrap up 2025, let’s look back at GIO’s year.
New Complaint Operation Model
To improve efficiency and provide improved service to consumers, we restructured our team to better manage the increasing number of inquiries.
As a result, GIO saw an immediate reduction in the average time to close from 48.3 days to 38.25 days, while increasing the average number of files closed per month from 432 files to 655 files.
GIO began piloting the new operations model in October 2024 and it was officially implemented on May 1, 2025. Read more here.
New Trends Bulletin
In 2025, GIO received its highest levels of consumer contacts, case investigations, and complaint resolutions to date. These results highlight our expanding role as a trusted and impartial resource for consumers seeking help after completing the insurer’s own complaint-handling process.
Our work benefits both consumers and insurers by ensuring fairness, reinforcing confidence, and improving outcomes across the industry.
While handling consumer disputes, the GIO team identifies trends in the topics being raised by consumers. This year, for the first time, GIO started reporting on these trends.
Read our July trends bulletin here.
Guest Blogs
Two members of our Board of Directors completed their terms with GIO this October. GIO extends our sincere thanks to the Honourable Graydon Nicholas and John Parisella for their leadership and commitment to GIO, and we wish them all the best in their future endeavours.
Before they wrapped up their work with the GIO, we sat down with John and Graydon to hear their insights and look back at their time with the GIO. Read their guest blog posts at the links below.
Annual Report
For yet another year, GIO surpassed its highest number of contacts, responding to over 7,300 consumer inquiries. This marks the GIO’s busiest year on record and an increase of 17% over the previous year.
GIO is pleased to share this year’s Annual Report, which is available for download in English and French.
Click here to read the report.
Annual General Meeting 2025
On October 24th, GIO held its Annual General Meeting. GIO staff, stakeholders, and the Board of Directors traveled to the InterContinental Centre in Toronto, Ontario, to celebrate GIO’s busiest year to date. GIO also celebrated a number of team members who reached 20 years of service with GIO this year.
GIO on the Move
This year, the GIO team was busy attending conferences and meetings across the country and abroad. Some highlights from the year are included below.
Were you affected by a natural disaster in 2025?
Settling insurance claims on natural disasters in 2025.
If you suffered damage from a natural disaster in 2025, including flooding, hailstorms, or wildfires and have questions or concerns about your insurance claim, there is free, independent, and impartial help available from the General Insurance OmbudService (GIO).
Read more here.
Holiday Closure
GIO’s offices will be closed on December 24 and will re-open on January 5, 2026.
Wishing everyone a safe and happy holiday season. We look forward to supporting you in the new year!
Looking to provide more information about GIO to your members or staff?
If your organization would like a free virtual presentation on:
- What GIO is and how we can help
- How to make a complaint to GIO
- Frequently Asked Questions about GIO’s complaint process
Please contact admin@giocanada.org for more information.
What’s coming up for GIO
As we move into 2026, we will continue to provide Canadian consumers with free, impartial, and independent help with their insurance disputes.
Connect with GIO
Stay in-the-know with the latest extreme weather news, get tips on everything insurance related and more by connecting with GIO on social media and by subscribing to our newsletter:
Photo: jaanu ramesh