The appellant, a victim of a motor vehicle accident, had her statutory accident benefits terminated by the respondent insurer.
The insurer's notice of termination advised her of the right to seek mediation but did not outline the full dispute resolution process or the relevant limitation periods.
After unsuccessful mediation, the appellant filed an action more than two years after the termination.
The Supreme Court of Canada held that the two-year limitation period under the Insurance Act does not begin to run until the insurer provides a valid refusal, which requires adequate compliance with s. 71 of the Statutory Accident Benefits Schedule.
Because the insurer failed to inform the appellant of the complete dispute resolution process, including the right to arbitrate or litigate and the applicable time limits, a proper refusal was not given, and the limitation period was not triggered.
The appeal was allowed.