Dispute Resolution – Ontario

If your insurance dispute is not resolved by your insurer’s complaint officer, and if your complaint is about the actions of an insurance company, contact the Financial Services Regulatory Authority of Ontario (FSRA). Be sure to ask for a written statement from your insurance company before you contact FSRA. If you have a complaint about a broker, contact the Registered Insurance Brokers of Ontario (RIBO).

FSRA regulates the insurance industry in Ontario and provides a final resort for the resolution of complaints about the business practices (market conduct) of insurance companies. If you believe that Ontario's Insurance Act and/or regulations have been violated by your insurance company, agent or adjuster, you can contact FSRA. See How to Resolve an Insurance Complaint.

Insurance companies in Ontario are required to designate a complaints officer to receive consumer complaints about business practices, and to refer unresolved complaints to an independent third party for review. Most insurance companies are members of a national industry OmbudService. Where this is not the case, FSRA generally acts as the independent third party.

To file a complaint with FSCO, complete and submit the Insurance Business Activity Complaint Form.

The office can be reached at:

Financial Services Commission of Ontario
Licensing and Market Conduct Division
Insurance Company Complaint
5160 Yonge Street, 4th Floor
PO Box 85
Toronto, ON M2N 6L9
Phone: 416-250-7250
Toll-free: 1-800-668-0128
Fax: 416-590-8480

The Complaints and Investigation Department of the Registered Insurance Brokers of Ontario (RIBO) is responsible for monitoring the conduct and financial position of all insurance brokers in Ontario. If you have an enquiry or a complaint against broker, contact RIBO’s Consumer Complaints Officer or the Complaints and Investigations Manager.

401 Bay Street
Suite 1200, P.O. Box 45
Toronto, ON M5H 2Y4
Phone: 416- 365-1900
Toll-free: 1-800-265-3097
Fax: 416- 365-7664