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. 

• 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.  The Community Legal Information Association of Prince Edward Island'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.