Code of Consumer Rights and Responsibilities
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, their distribution networks, and governments also have important roles to play in ensuring that your rights are protected.
Right to Be Informed
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.
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.
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
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.