LLQP Ethics & Professional Practice · Component 1.1 · 60% of the exam
The insurer's 'ombudsman' or complaints officer is:
- AThe provincial regulator's complaints officer, who reviews the file before any other avenue is available
- The insurer's internal senior complaint handler, which must be exhausted before a consumer escalates to OLHI
- COLHI, which every insurer is required to appoint as its ombudsman under the CCIR complaint framework
- DThe agent who sold the policy, who is the first point of contact and the formal complaints officer for the file
Correct answer: B) The insurer's internal senior complaint handler, which must be exhausted before a consumer escalates to OLHI
Complaint handling starts inside the insurer. Agents should know and explain the process.
Why the other options are wrong
- AThe regulator is a separate avenue.
- COLHI is external and comes second.
- DThe agent is not the formal complaint officer.
Exam tip
Insurer complaints officer first, then OLHI.
Common mistake
Not telling a dissatisfied client about the insurer's complaint process.
What this tests
CISRO competency component 1.1 — Integrate into practice the legal aspects of insurance and annuity contracts — which is weighted at 60% of the Ethics & Professional Practice module. Written against the published curriculum.
More from component 1
- An 'assignee' of a life insurance policy is:
- A corporation as policyowner and beneficiary of a policy on a key employee:
- A 'trustee' named to receive proceeds on behalf of a beneficiary:
- The 'automatic premium loan' (APL) provision:
- A life insurance contract 'matures' when:
- The 'assignment' provision typically states that:
Practice the whole Ethics & Professional Practice module
Timed sets weighted like the exam, and review of every question you miss. Free to start.