Frequently Asked Questions
The ICM is committed to providing consumers with resources that inform them about their rights as consumers and their options if they have concerns about a licence holder, and to provide information that helps them navigate the insurance industry and receive the coverage they need.
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.
Council does not have the authority to adjudicate disputes between an insurance company and a consumer. The Financial Institutions Regulation Branch (FIRB) is responsible for the regulation of insurance companies and any inquiry involving an insurance company should be directed to FIRB’s address noted below.
Financial Institutions Regulation Branch
500-400 St. Mary Ave.
Winnipeg, Manitoba R3C 4K5
Province of Manitoba | firb – About FIRB (mbfinancialinstitutions.ca)
Complaints must be made in writing. Please complete a Consumer Complaint Form which may be found on Council’s website at www.icm.mb.ca – For Consumers – Complaints – Forms. If you have any questions or require assistance to complete the Complaint Form, please contact Council’s office at 204-988-6800 or by email at contactus@icm.mb.ca. The completed form may be emailed to contactus@icm.mb.ca or mailed to Council’s office at: 466 – 167 Lombard Avenue, Winnipeg, MB, R3B 0T6.
Yes, however if you are completing the Consumer Complaint Form on behalf of another person, the person to whom the complaint relates should sign as the Complainant.
No. Council does not charge a fee to review complaints.
Provide a detailed description of your concerns and be specific as to the allegations of agent or adjuster misconduct. Include any relevant dates, policy numbers, respective insurance company name and persons contacted.
Submit copies of any documents you believe are material to the review of your complaint (e.g. correspondence from the agent, policy illustrations, insurance applications). Please retain your original documents.
Yes. The agent will be provided with an opportunity to respond to allegations of misconduct. Council will collect, use and make reasonable and necessary disclosure of the information that has been submitted by the Complainant.
Financial disputes between an insurance agent and a client do not fall within the scope of authority of the Council. In some cases a financial dispute may also bring in to question a regulatory breach; however, Council has no jurisdiction in civil matters.
Disciplinary actions are governed by the Act and may be assessed to a current or former licence holder. Possible disciplinary actions include a fine, a suspension, revocation of a license, imposing conditions on a license, or finding of unsuitability. Persons subject to discipline may also be required to pay the costs of an investigation. Disciplinary actions in accordance with the Act are subject to public disclosure. If a complaint is found to be unsubstantiated or results in a letter of caution, the outcome of the investigation is not subject to public disclosure.
Council strives to complete its review of complaints within a 90 day period. However, depending on the complexity of the issues, scheduling of Council meetings, any resulting disciplinary action and any hearing and/or appeal process arising from the disciplinary action, some complaints may require significantly longer periods of time to conclude.
Yes. The Complainant will be advised in writing of the final disposition of their complaint once it has been concluded. If disciplinary action is taken, the complainant will be advised once all avenues of appeal by the agent have been exhausted, and the decision is final.