Complaint Information
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Making a Complaint
The Insurance Council of Manitoba licences and regulates agents, brokers and adjusters, to ensure they are compliant with The Insurance Act of Manitoba, its Regulations, its Licensing Rules and the applicable Code of Conduct, to protect Manitoba consumers of insurance.
The Insurance Council of Manitoba is a delegated authority of the Superintendent of Insurance. This delegated authority includes the power to issue or refuse a licence, attach limitations or conditions to a licence, cancel or suspend a licence, assess fines and costs, and to carry out investigations, when there has been a breach of The Insurance Act of Manitoba, its Regulations, its Licensing Rules and/or the applicable Code of Conduct.
Frequently Asked Questions
The ICM has the authority to conduct investigations into the actions and/or conduct of insurance agents (Life, Accident and Sickness, General, Hail and Restricted Insurance Agents), as well as, Independent and Hail Adjusters in response to a complaint, and to come to a determination as to whether there has been a breach of any of the provisions of The Insurance Act of Manitoba, its Regulations, the Licensing Rules or the Council’s Codes of Conduct.
Complaints or concerns with an Insurance Company, including a staff adjuster, are handled by the Financial Institutions Regulation Branch (FIRB). These complaints are not investigated by the ICM and are not within ICM’s jurisdiction.
Please direct complaints about an insurer to:
Financial Institutions Regulation Branch
500-400 St. Mary Ave.
Winnipeg, Manitoba R3C 4K5
Province of Manitoba | firb – About FIRB (mbfinancialinstitutions.ca)
Consumers
The Complaint Process
Formal Inquiry
To begin a formal inquiry into your complaint, please:
- Complete ICM’s Complaint Form, or provide a written complaint outlining your allegations, and the individual which your complaint is about.
- Ensure all relevant information including supporting documentation, if available, is provided.
- Forward your Complaint Form or written complaint with supporting documentation to:
- The Insurance Council of Manitoba Compliance Department contactus@icm.mb.ca
Mailing Address: Suite 466 – 167 Lombard Avenue, Winnipeg, Manitoba R3B 0T6
- The Insurance Council of Manitoba Compliance Department contactus@icm.mb.ca
What are the next steps?
Review your complaint to determine whether there is a breach of The Insurance Act of Manitoba, its Regulations, its Licensing Rules and/or the applicable Code of Conduct by an agent, broker, or adjuster (“licensee”), or former agent, broker or adjuster (“former licensee”), for the Province of Manitoba.
- Request further information from the complainant.
- Request information from the licensee or former licensee.
- Obtain information from insurers and other individuals who may have information relevant to your complaint.
- Communicate to the complainant that their concerns do not fall within the Insurance Council of Manitoba’s jurisdiction. The Investigator may refer you to another regulatory body, if appropriate.
- Refer the complaint to the appropriate Industry Council for disciplinary review.
- Notify the complainant in writing of the disciplinary action, once all avenues of appeal by the licensee or former licensee have been exhausted, and the decision is final.
Important Note
The information contained within the written complaint form is being collected by the Insurance Council of Manitoba under the authority of The Insurance Act of Manitoba, and you are consenting to the Council and its employees using and disclosing personal information contained in the complaint form and any additional information that you supply, generally:
- For the purpose of its investigative function.
- For the purpose of administering The Insurance Act of Manitoba, its Regulations, its Licensing Rules, applicable Code of Conduct, and the administration and enforcement of any other applicable laws.
In particular, you are also consenting to the reasonable and necessary disclosure of the personal information you have provided, and may provide, to the following persons or entities:
- The insurance company and/or the agent or adjuster with who you have conducted business and about whom you made the complaint.
- Insurance agents, brokers or adjusters involved in aspects of your complaint.
- Government ministries, agencies, boards or commissions with functions to investigate or administer or enforce applicable laws.
- Self-regulatory agencies or associations with recognized authority to investigate or administer or enforce applicable laws.
If you have any questions or require assistance to complete the Complaint Form, please contact the Insurance Council of Manitoba office 204-988-6800 or email at contactus@icm.mb.ca.