- Initial complaint review: Council reviews the complaint to determine whether the matter is within Council’s jurisdiction, and whether there is enough information to proceed. If necessary, Council may request more information from the complainant.
- If Council proceeds: In most cases, Council contacts the insurance licensee or former licensee who is the subject of the complaint and requests the individual either come in to Council's office for an interview or submit a written statement along with any supporting documentation.
If a complaint or inquiry falls outside Council’s authority: Council will try to direct the complainant to an appropriate organization or person that can assist in resolving the problem — including a company ombudsman, an industry association, or a lawyer referral service. In some cases, Council may refer the matter to another regulator with the authority to review the matter, such as the BC Securities Commission or BC Financial Institutions Commission (FICOM).
- After complaint review: Council decides whether an investigation is warranted, or if the matter can be resolved. Non-voting Council members may be consulted for advice on what is considered “usual practice” in the industry.
If you have additional questions or concerns about the complaint process or disciplinary process for insurance licensees, please contact us.