The updated Insurance OmbudServices Cooperation and Oversight Framework marks the first revision since 2015.
Canadian Council of Insurance Regulators worked with OmbudServices for Life and Health Insurance, General Insurance OmbudService, Canadian Life and Health Insurance Association, and Insurance Bureau of Canada over 18 months to refine the structure.
The framework sets out how regulators and ombudservices coordinate to maintain effective dispute resolution across the Canadian insurance market. It sits alongside each ombudservice’s terms of reference and bylaws, as well as CCIR guidance on market conduct and fair customer treatment.
Patrick Déry, chair of CCIR, said ombudservices remain central to consumer protection, linking fair treatment with access to independent dispute resolution.
The update introduces more frequent meetings between regulators and ombudservice leadership and boards. It also expands information sharing to track market trends and identify systemic issues earlier.
According to Beinsure analysts, this shift points to tighter feedback loops between complaints data and supervisory action.
CCIR will now publish an annual public report detailing its engagement with ombudservices. The move adds transparency and signals closer oversight of how disputes are handled across the sector.
Erica Hiemstra, Vice Chair of CCIR, Chair of the OmbudServices Oversight Standing Committee and Head, Insurance Conduct, Property and Casualty Insurance at the Financial Services Regulatory Authority of Ontario, said the changes raise accountability and improve coordination, aiming to keep public interest outcomes consistent across jurisdictions.
The updated Framework enhances accountability, engagement and information sharing between insurance regulators and the OmbudServices.
Erica Hiemstra, Vice Chair of CCIR
“These changes will help ensure that the public interest goals of the Framework are consistently achieved,” said Erica Hiemstra.
The framework continues to anchor cooperation rather than replace existing governance structures. It formalizes interaction, pushes more data exchange, and builds a clearer line between complaint patterns and regulatory response.
The Canadian Council of Insurance Regulators is an inter-jurisdictional association of insurance regulators.
The mandate of the CCIR is to facilitate and promote an efficient and effective insurance regulatory system in Canada to serve the public interest. CCIR members work together to develop solutions to common regulatory issues.
