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Consumer Rights

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Important information about your rights and responsibilities as a policy holder.

Protecting your Rights

Using the Insurance Bureau of Canada’s Code of Consumer Rights and Responsibilities (PDF) as our guide, we’re committed to protecting your rights: the right to privacy, to be fully informed and treated with respect, and to have timely claims handling and complaint resolution.

Since insurance is a two-way contract, you also have an important role to play. You’re responsible for understanding your needs, asking questions, and providing accurate information to your insurer. For more information about your role, talk to your broker.


Right to be informed

You have the right to an easy-to-understand explanation of how insurance works and how the insurance company calculate premiums based on relevant facts. You can expect to access clear information about your policy, your coverage, and the claims settlement process. Under normal circumstances, you will be advised of changes to, or the cancellation of, your policy at least 30 days prior to its expiration. Insurance companies are required to provide you with the renewal terms of your policy at least 30 days prior to its expiration.

You have the right to know how your broker is compensated, and if they have any conflicts of interest.

Responsibility to understand your needs

You are responsible for asking questions and educating yourself about your policy. Visit This is an external link for buying tips and questions you should consider asking us. Make sure you ask all relevant questions and provide a detailed explanation of your circumstances to help your broker make informed recommendations — to make sure you get the right coverage for your needs.

You are also responsible for making premium payments as required. Failure to do so could result in a lapse of coverage or cancellation of your policy.

Right to timely & transparent claims handling

You can expect qualified staff to respond to your claim in a timely manner. You have the right to be informed of procedures and timelines for settling your claim, as well as the status of your claim. If your claim is denied, you have the right to an explanation of the decision.

Responsibility to provide accurate info

You are required to provide all relevant, accurate information in your application for insurance. If you have questions about the application or policy, contact your broker and have him or her explain it to you to make sure you understand your obligations — and ours.

Right to complaint resolution

You can access your company’s complaint resolution process. Your broker can provide you with information you need to ensure your complaint is heard and promptly handled. You may also contact your provincial insurance regulator or an independent resolutions service such as the General Insurance OmbudService This is an external link.

Responsibility to update your info

To keep your insurance in good standing, you must promptly inform us of any change in your circumstances, such as renovations to your home, the purchase of a big-ticket item that may require additional coverage, or having a home-based business.

Right to privacy

You have the right to understand how your personal information will be used. All insurers have privacy statements and are subject to Canada’s privacy laws. You can learn about our policies in our privacy statement.

Responsibility to report the facts

You must report an accident or claim, providing complete and accurate details, as soon as possible following the event.

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