Buying Car Insurance? Service Levels Remain High in Ontario

Toronto (November 15, 2001) - Car insurance consumers in Ontario continue to enjoy a high level of satisfaction with the way their claims are handled by insurers, according to the Financial Services Commission of Ontario (FSCO).

Today, FSCO released the results of its 2001 Claims Satisfaction Survey. The survey results are issued annually and show that 85 per cent of Ontario consumers are either very satisfied or somewhat satisfied with the service offered by their insurance company.

Ann Bythell, Insurance Ombudsman at FSCO says that "treating customers fairly is key to ensuring confidence in the claims handling process."

"Complaints to the Insurance Ombudsman indicate that consumers are most often concerned with how a settlement amount was reached or how fault for the accident was assessed," said Ms Bythell. "A good understanding of the insurance contract or policy and its limitations and exclusions is one way to improve the claims experience."

Ms Bythell suggests that consumers familiarize themselves with their automobile insurance policy and discuss any questions they have with their agent or broker.

This is the fourth year for the survey. The margin of error for this year's survey is +/- 3.5 per cent, 19 times out of 20.

The 2001 Claims Satisfaction Survey is included in FSCO's publication entitled "Shopping for Car Insurance," which provides key information on what consumers need to know about car insurance. To get a copy of the claims survey or the "Shopping for Car Insurance" booklet, visit FSCO's website at or call FSCO toll-free at 1-800-668-0128.

For more information, contact
Brian Donlevy, Information Officer
(416) 590-7057