Complaint Investigation Process

The Alberta Insurance Council (“AIC”) has jurisdiction to investigate complaints against insurance agents, brokers and agencies, and against independent claims adjusters and adjusting firms.  The Compliance Department staff investigate complaints submitted by consumers, agents, adjusters, and insurance companies, as well as by the police and other regulatory bodies, in order to determine if there has been a violation of the Insurance Act or Regulations made under the Insurance Act.

The investigators will request information and documentation from all parties involved in a complaint, and will also interview any witnesses.  Once all of the available evidence has been gathered, a determination is made as to whether there is sufficient evidence to move forward with disciplinary action or whether the complaint should be sent to another regulatory body, the police, etc., for further action.  If there is insufficient evidence to substantiate a complaint, the investigation file will be closed.