Edmonton... A three-step dispute resolution process will help smooth the ride for Alberta drivers who may have concerns with their automobile insurance premiums for basic coverage under the province's new system. The mechanism is designed to help consumers who believe their premium is being incorrectly calculated, been refused coverage, or had their policy cancelled as outlined in legislation.

"The reforms we are putting in place are simpler and transparent but in any new system some Alberta motorists could hit potential bumps or roadblocks," says Finance Minister Patricia Nelson. "We want to make sure Albertans have access to a fair, no cost system to resolve their issues."

The dispute process is as follows:

1. Talk to your broker or agent first. If you aren't satisfied, file a complaint with your insurer. A complaint liaison officer will review your case and issue a letter stating the company's final position. The name and phone number of the liaison officer for your company is listed at: www.autoinsurance.gov.ab.ca
2. If you are unsatisfied with the company's final position, ask the General Insurance OmbudService (GIO) to look into the matter by calling toll free at 1-888-421-4212. The Information Officers at GIO will help resolve your complaint or assign an independent mediator. If you cannot solve the problem, the mediator will prepare a report suggest non-binding recommendations.
3. Apply to the Automobile Insurance Dispute Resolution Committee at 780-427-8322 or call Service Alberta toll free at 310-4455 and ask for the Office of the Superintendent of Insurance. The committee will review the case and attempt to resolve the dispute. If resolution is still not possible, it will either recommend no further action be taken or refer the issue to an arbitrator. The arbitrator's decision will be binding.

The GIO is a national not-for-profit corporation that was officially launched in July 2002. It offers non-binding dispute resolution services across Canada to policyholders of its member companies. GIO is an independent organization that assists customers of home, car and business insurance and their insurance companies to resolve differences in a fair, independent and impartial environment.

Lea Algar, Chair of the GIO says "GIO is proud to provide this additional service to Alberta consumers that will assist in resolving disputes in accordance with the new automobile insurance reform legislation."

The Automobile Insurance Dispute Resolution Committee consists of three individuals who applied through a public competition and have been appointed by the Minister.

- 30 -

Dial 310-0000 for toll free access outside Edmonton.

This news release is available on the Alberta Finance homepage at www.finance.gov.ab.ca, or at www.autoinsurance.gov.ab.ca or at a link at www.gio-scad.org

GIO is governed by a seven member Board of Directors that includes a majority of five independent directors who are not affiliated with the property and casualty insurance industry. The remaining two directors represent the insurance industry. You will find more information on the members at www.gio-scad.org/cgi-bin/bod.cgi

There is no cost to the consumer for a 90-minute session with the mediator. However, the consumer must pay his or her own expenses, such as transportation, to attend the mediation. GIO makes every effort to arrange local mediation.

If you have insured a home, car or business and have a problem, or dispute with your insurance company, or you are concerned about the calculation of your automobile insurance premium, you may use GIO services.

You can contact GIO toll-free at 1-888-421-4212. Insurance complaints can also be submitted on-line through the GIO web site at www.gio-scad.org.

The committee will review the GIO mediation report, written submissions by the parties involved, and attempt to resolve the dispute by informal facilitation. If the dispute isn't resolved the committee will either recommend no further action be taken or refer the issue to an arbitrator. The arbitrator's decision will be binding.

The committee consists of three individuals who applied through a public competition and have been appointed by the Minister.

There is no cost to the consumer.

You can apply to the Committee by calling 780-427-8322 or call Service Alberta toll-free at

310-4455 and ask for the Office of the Superintendent of Insurance.

- 30 -

Dial 310-0000 for toll free access outside Edmonton.

This backgrounder is available on the Alberta Finance homepage at www.finance.gov.ab.ca, or at www.autoinsurance.gov.ab.ca or at a link at www.gio-scad.org

Alberta Government Home | Ministries Listing | News Releases |Top of Page

Send us your comments or questions

Copyright(c); 2004 Government of Alberta