The General Insurance Ombudservice (GIO) has published its 2024-2025 Annual Report showing a 17 per cent increase in the number of consumers who’ve contacted the independent dispute resolution service. To meet the demand, the service restructured its consumer services team to more efficiently manage the increasing number of complaints it receives annually.
In 2024 and 2025 the ombudservice responded to 7,330 complaints and inquiries – the GIO’s busiest year on record. After the effort to restructure, the average time to close flies dropped from 48.3 days to 38.25 days. The average number of files closed each month increased to 655 files, up from 432 a year ago. Any property and casualty insurance consumer in Canada who has a concern or dispute with one of the organization’s subscriber insurance companies can initiate the inquiry process.
Based on the improvements noted – a 20 per cent reduction in average case closure time and a 52 per cent increase in monthly closures – the revamped customer service model was officially adopted in May 2025.
The organization, overseen by the Canadian Council of Insurance Regulators (CCIR), adds that it has completed and implemented all five recommendations for improvement suggested in 2022 when the GIO had its five-year review of the organization’s governance and operations.
“Most of our files close at the consumer assistance stage, as we are often able to assist consumers and resolve their complaints without the need for further escalation,” the annual report states. Of the 7,330 contacts received, 550 files were escalated to “informal conciliation” where investigation officers determine if the complaint falls within the GIO’s mandate. Officers will also attempt to resolve the complaint at this stage and determine if the complaint has sufficient merit to send to mediation. Six files were escalated to mediation and two were escalated to senior adjudication during the year.
The top three products consumers ask about include personal auto (4,614 inquiries), personal property (1,796 inquiries) and life and disability products (170 inquiries).
