The General Insurance OmbudService (GIO) has reported its busiest year on record, responding to more than 7,300 consumer inquiries in 2024 to 2025, a 17% increase from the previous year. The results came as Canadians increasingly turn to the organization to resolve property and casualty insurance disputes.
In its newly released Annual Report, the GIO said the rise in complaints reflects growing consumer awareness of dispute resolution services and the increasing complexity of insurance-related issues. The organization also noted that it continues to focus on efficiency and service quality as volumes climb.
To manage the surge, GIO restructured its consumer service team to better handle the higher caseload. The changes have significantly improved turnaround times, reducing the average time to close files from 48.3 days to 38.25 days, while monthly closures rose from 432 to 655.
According to the report, out of 7,330 total contacts, 550 files were escalated to Informal Conciliation, six to Mediation, and two to Senior Adjudication. This structure allows most disputes to be resolved at an early stage without formal proceedings. GIO also recorded nearly 37,000 website visitors over the period, signaling greater public engagement with insurance complaint channels.
April Schulze, CEO and Ombudsman at GIO, said the increase demonstrates both the growing demand for dispute resolution and the evolving nature of insurance concerns among Canadians. Schulze noted that the organization remains focused on helping consumers and insurers reach fair and timely resolutions.
The GIO operates as a national, independent, not-for-profit organization that helps Canadian policyholders resolve complaints with their home, auto, and business insurers. Funded by the property and casualty insurance industry but governed independently, GIO’s services are free to consumers and are designed to promote transparency and fairness within the insurance system. It works closely with insurers, regulators, and other industry bodies to ensure that disputes are handled in accordance with best practices.
For more than 23 years, GIO has served as an impartial resource for insurance policyholders, handling over 80,000 cases nationwide. The record number of inquiries this year underscores a growing need for accessible, independent assistance as consumers navigate increasingly complex insurance products and claims processes.
