General Insurance OmbudService

General Insurance OmbudService

The General Insurance OmbudService (GIO) is an independent, not-for-profit dispute resolution organization based in Canada. It provides free and impartial assistance to consumers who have complaints or concerns about their home, automobile, or business insurance companies. Established in 2002, GIO is funded by the property and casualty insurance industry but governed independently to ensure fairness and transparency.

Key facts

• Founded: 2002
• Headquarters: Toronto, Ontario, Canada
• CEO and Ombudsman: April Schulze (as of 2025)
• Services: Free, bilingual dispute resolution (English and French)
• Primary focus: Home, auto, and business insurance disputes

Mandate and mission

GIO’s mission is to offer Canadian consumers an accessible, cost-free, and impartial process for resolving insurance complaints. Its vision is to be recognized as a center of excellence for general insurance dispute resolution across Canada. The service emphasizes fairness, confidentiality, and efficiency in all interactions.

How the dispute resolution process works

GIO assists policyholders after they have received a final position letter from their insurer. Cases begin with review by Consumer Service Officers and may progress through three stages: Informal Conciliation, Mediation, and Senior Adjudication. The OmbudService’s recommendations are non-binding but often lead to voluntary settlements. Matters such as insurance pricing or cases already before the courts fall outside its scope.