OLHI – Free, impartial help with your life & health insurance complaints Frequently asked questions
I’ve got a question about…
My complaint to OLHI
What are my chances of “winning my case” if I submit a complaint to OLHI?
OLHI provides an impartial, free service to Canadian life and health insurance consumers. We do not advocate for consumers or insurers.
Our Analysts will do a thorough job in reviewing the file, including documents sent by consumer and insurer. Every case is unique and our Analysts review each one in a non-partisan way.
I submitted my complaint. When will I hear from you?
Once your complaint has been assigned to an Analyst, we strive to complete our
investigation within 120 calendar days (about 4 months).
Can I meet with you in person?
Kindly note that our offices are not open to the public. You can submit complaint online or via post mail to our Toronto office.
Can I speak with someone about my complaint?
The Analyst assigned to your case will contact you to discuss the complaint once they have an opportunity to review the file.
Buying life, health, or travel insurance
Does OLHI sell insurance?
No, we don’t sell insurance. However, we do offer a find insurance search tool for those looking to purchase coverage from an insurance company.
My insurance plan
What is Coordination of Benefits and how does it work?
You can find information about Coordination of Benefits on the CLHIA website.
I have a life or health insurance policy, but my company is not in business anymore. What do I do?
Use our Old Policy Search to help you find out which insurance company now holds your policy.
My insurance company
My insurance company keeps asking me for more medical information. Are they allowed to do this?
OLHI is not a regulator and we can’t provide legal advice. Contact your provincial insurance regulator to ask questions about rules and regulations within the insurance industry.
Do you have access to all of my policy information through my insurer?
No. We are not linked to your insurer’s internal database and have no direct connection with their staff. OLHI is an external, non-profit organization. Questions related to your specific policy
need to be addressed to your insurer.
Is my insurance company allowed to deny me coverage?
OLHI is not a regulator and we can’t provide legal advice. Contact your provincial insurance regulator to ask questions about rules and regulations within the insurance industry.
Is my insurance company allowed to cancel my plan if I miss a payment?
OLHI is not a regulator and we can’t provide legal advice. Contact your provincial insurance regulator to ask questions about rules and regulations within the insurance industry.
Is my insurance company allowed to request in-home visits for long-term care?
OLHI is not a regulator and we can’t provide legal advice. Contact your provincial insurance regulator to ask questions about rules and regulations within the insurance industry.