Publications – OLHI – Free, impartial help with your life & health insurance complaints


Annual Reports

Independent Reviews

First independent review

An independent review and report of OLHI’s operations was conducted in 2008, as a part of the Framework for Collaboration, which governs our operations. The independent review was conducted by Leslie H. Macleod & Associates, whose principal, Leslie H. Macleod, is a legal professor specializing in alternative dispute resolution and does not have any ties to the life and health insurance industry. Macleod & Associates’ report is available online.

Second independent review

OLHI’s second independent review and report was conducted in 2012 by The Honorable Robert Wells, Q.C. Judge Wells was chosen through a national public search from among 30 candidates qualified in alternative dispute resolution. He has no ties to the insurance industry. Judge Wells’ principal finding is that we are fulfilling our mandate as an independent OmbudService.

Third independent review

OLHI engaged The Honorable Robert Wells, Q.C., to conduct the scheduled five-year review on OLHI’s operations in accordance with the Framework for Collaboration and review any changes implemented since the completion of the second independent review in 2012. His report of the third independent review and OLHI’s response to the recommendations can be found here.

Fourth independent review

In accordance with the Insurance OmbudServices Cooperation and Oversight Framework, OLHI must periodically appoint an independent third-party to review OLHI’s operations and whether it is achieving the objectives of the Framework. The independent evaluation must also assess the governance of the organization. For OLHI’s Fourth Independent Review, OLHI commissioned Laurie Wright and Serge Dupont of Bennett Jones. Ms. Wright is a former senior leader with Canada’s Department of Justice, and Mr. Dupont is the former Deputy Clerk of the Privy Council of Canada. The relevant period for the report is from 2018, when the previous report was completed, up to and including 2022. Read the Bennett Jones report and OLHI’s responses to its recommendations here.

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