Insurance Complaints and Inquiries
If you have a complaint regarding the actions of your insurance agent or adjuster, it is important that there is first an attempted resolution of the dispute with the insurer prior to issuing a complaint with the Office of the Superintendent of Insurance.
When working with an insurer or the Superintendent of Insurance to resolve a dispute, it is important to have following information and documentation available throughout the process:
- have your documents ready for reference;
- state what the problem is and what you'd like to happen;
- Note: The Superintendent of Insurance is unable to take on a direct role in settling an insurance claim and do not have authority to direct any particular action to be taken in the settlement of a claim. We are also unable to provide you with legal advice.
- provide copies of documents related to your complaint;
- keep a record of who you spoke to and what was said; and
- ask for written confirmation of whatever action will be taken.
The recommended steps to resolving a dispute with an insurer are as follows:
Step 1:
Contract Insurance Agent or Adjuster
Contact your agent or adjuster to discuss your concerns as they may be able to assist you in reaching a resolution. Have you policy papers and details of your concerns prepared before you call.
Step 2:
Contact Senior Representative at Insurance Company
If you are unable to reach a resolution through your agent or adjuster, contact a senior representative of your insurance company. The company representative should be willing to discuss your issue with you and attempt to reach a resolution. Look for the representative in the "Contact Us" section of the Insurance Companies website.
Step 3:
Contact Internal Ombudsperson
If you still have not reached a resolution, most insurance companies have an internal ombudsperson who you can contact for an additional level of review.
Contact Industry Ombudservice:
Additionally, there are two external groups to assist you depending on the type of insurance:
- For home, auto, commercial and other types of general insurance: General Insurance Ombudservice
- For life, accident & sickness, creditor and other health insurance: Ombudservice for Life & Health Insurance
- List of insurance company internal ombudspersons
Step 4:
Contact the Superintendent's Office
If you do not reach a resolution through this process you may contact our office. We will assess your situation and provide advice and assistance as necessary.
IMPORTANT NOTE: we are unable to take on a direct role in settling an insurance claim and do not have authority to direct any particular action to be taken in the settlement of a claim. We are also unable to provide you with legal advice.
- To file a complaint against an agent or adjuster, please complete the following:
- Confirm that you have taken above Steps 1-3
- File your complaint in writing to:
- by e-mail: licensing@gov.pe.ca (with the Subject Line: Insurance Complaint)
-
by mail:
Financial and Consumer Services Division
Shaw Building, 1st Floor North
105 Rochford Street
PO Box 2000
Charlottetown, PE C1A 7N8
- With your written complaint, please include the following documentation:
- a copy of the written complaint you made to the insurance company, internal ombudsperson (if applicable), and external ombudsperson (if applicable);
- any response they have sent back to you; and
- any other relevant supporting documents
- After you submit your complaint, our staff will contact you by either e-mail, mail or phone
- Complaints will be assessed on a case-by-case basis in order to determine what action, if any, can be or should be taken
Legal Advice/Action
At any point, you may opt to contact a lawyer. Community Legal Information's Lawyer Referral Service may provide an initial assessment of any legal recourse you may have at a nominal rate. Our office is unable to provide you with any legal advice including advice relating to your insurance claim, insurance policy, complaint, etc.