Disputes between consumers and their insurance companies can often be quickly and easily resolved. Problems sometimes arise over a simple misunderstanding.

GIO is here to help consumers work out issues they are having with their insurance companies before they become protracted or difficult to address.


Dispute resolution?

We are here to



Any home, car or business insurance policy holder who has a concern, problem or dispute with a GIO member company can use our service. The types of consumer complaints that GIO generally deals with include claims, interpretation of policy coverage, policy processing and handling. GIO Consumer Service Officers can only review a case once the policy holder has received a final position letter from their insurance company. 

Some matters are beyond the scope of GIO services. These include:

GIO’s experienced Consumer Service Officers (CSOs) will review a matter to determine if it falls within our mandate. For complaints outside of our mandate, our CSOs will review other options available to the consumer.


All GIO services are free to consumers. 


The first step of insurance resolution is to try to solve the issue directly with your insurance company. 

GIO Consumer Service Officers are available to discuss your complaint and guide you through your insurance company’s complaint process but we cannot review a case before you have received a final position letter from your insurance company.


Our Process

If you have received a final response that you are not satisfied with, and your complaint is within our mandate, we can begin our independent review:

  • Consumer contacts GIO. Consumer Service Officer (CSO) opens a file and gathers information from consumer.
  • GIO’s experienced CSOs discuss the complaint with consumer, provide information, and determine best path to proceed.
  • If the consumer wants GIO to investigate a complaint, they can obtain a final position letter from the insurer and escalate to the Informal Conciliation stage.
  • When a file escalates to Informal Conciliation, the CSO first determines if it falls within GIO’s mandate.
  • If the complaint is within our mandate, the CSO investigates it to determine if the complaint has sufficient merit to mediate.
  • Where there is insufficient merit, the CSO prepares a closure letter explaining the decision and closes the file.
  • If there is sufficient merit to the complaint, the file escalates to the Mediation stage.
  • Informal Conciliation must be completed within 45 days of entering this stage (barring exceptional circumstances)
  • GIO appoints a mediator to conduct a mediation between the consumer and insurer to resolve the complaint.
  • If the mediation is unsuccessful, the complaint may escalate to Senior Adjudication.
  • Mediation must be completed within 60 days of entering this stage (barring exceptional circumstances).
  • GIO appoints a Senior Adjudication Officer to investigate the complaint and issue a written report containing their findings and non-binding recommendations.
  • Senior Adjudication must be completed within 90 days of entering this stage (barring exceptional circumstances).

The Senior Adjudicative Officer’s conclusion and non-binding recommendation is the final stage of GIO’s services. If you or your insurance company do not accept the non-binding recommendation, then you may wish to consider legal action. None of the services provided by GIO will affect your legal rights or the rights of your insurance company. Any further action you may wish to take is up to you.


Our Goal

GIO’s services provide consumers with an alternative solution to the courts. The primary objective is to resolve disputes efficiently and equitably. It is our hope that this process will also increase the confidence and satisfaction of insurance consumers by encouraging them to participate in the dispute resolution process with their insurance company. Finding a mutually agreeable solution in a confidential, non-confrontational, and cost-effective manner benefits all participants.

Start a Complaint

Our experienced and courteous Consumer Service Officers will review your concerns and engage in a friendly and informal discussion aimed at guiding your issue toward resolution.

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