Insurance
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Insurance companies, along with the brokers and agents who sell home, auto and business insurance, are committed to
safeguarding your rights when you shop for insurance and when you submit a claim following a loss. Your rights include
the right to be informed fully, to be treated fairly, to timely complaint resolution, and to privacy. These rights are grounded
in the contract between you and your insurer and the insurance laws of your province. With rights, however, come
responsibilities including, for example, the expectation that you will provide complete and accurate information to your
insurer. Your policy outlines other important responsibilities. Insurers and their distribution networks, and governments
also have important roles to play in ensuring that your rights are protected.
Right to Be Informed
You can expect to access clear information about your policy, your
coverage, and the claims settlement process. You have the right to an
easy-to-understand explanation of how insurance works and how it will
meet your needs. You also have a right to know how insurers calculate
price based on relevant facts. Under normal circumstances, insurers will
advise an insurance customer or the customer’s intermediary of changes
to, or the cancellation of a policy, at least thirty days prior to the expiration
of the policy, if the customer provides information required for determining
renewal terms of the policy at least forty-five days prior to the expiration
of the policy.
You have the right to ask who is providing compensation to your broker
or agent for the sale of your insurance. Your broker or agent will provide
information detailing for you how he or she is paid, by whom, and in
what ways.
Insurance companies will disclose their compensation arrangements with
their distribution networks. Brokers and agents are committed to providing
information relating to ownership, financing, and other relevant facts.
Responsibility to Ask Questions and Share Information
To safeguard your right to purchase appropriate coverage at a competitive
price, you should ask questions about your policy so that you understand
what it covers and what your obligations are under it. You can access
information through brochures and websites, as well as through one-on-one
meetings with your broker, agent, or company representative. You have
the option to shop the marketplace for the combination of coverages and
service levels that best suits your insurance needs. To maintain your
protection against loss, you must promptly inform your insurance company
or broker or agent of any change in your circumstances. Information
required to determine renewal terms of your policy must be provided at
least forty-five days prior to the expiration of the policy.
Right to Complaint Resolution
Insurance companies, their brokers and agents are committed to high
standards of customer service. If you have a complaint about the service
you have received, you have a right to access your company’s complaint
resolution process. Your insurer, agent or broker can provide you with
information about how you can ensure that your complaint is heard
and promptly handled. Consumers may also contact the independent
General Insurance OmbudService (www.giocanada.org).
Responsibility to Resolve Disputes
You should always enter into the dispute resolution process in good
faith, provide required information in a timely manner, and remain
open to recommendations made by independent observers as part
of that process.
Right to Professional Service
You have the right to deal with insurance professionals who exhibit
a high ethical standard, which includes acting with honesty, integrity,
fairness and skill. Brokers and agents must exhibit extensive
knowledge of the product, its coverages and its limitations in order
to best serve you.
Right to Privacy
Because it is important for you to disclose any and all information
required by an insurer to provide the insurance coverage that best suits
you, you have the right to know that your information will be used for
the purpose set out in the privacy statement made available to you by
your broker, agent or insurance representative. This information will not
be disclosed to anyone except as permitted by law. You should know
that insurers are subject to Canada’s privacy laws.
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