Code of Consumer Rights
Client Rights and Responsibilities in the Insurance Process
Insurance providers and the brokers who facilitate the sale of home, auto, and business insurance are dedicated to upholding clients’ rights throughout the insurance process—both during the purchase of coverage and when submitting claims following a loss.
Clients are entitled to the following fundamental rights:
- The right to clear and complete information
- The right to fair and respectful treatment
- The right to timely and effective complaint resolution
- The right to privacy
These rights are established through both the insurance contract and applicable provincial legislation. Alongside these rights, clients also have responsibilities. For example, they are expected to provide accurate and complete information to their insurer. Additional responsibilities are detailed in the individual insurance policy documents.
Insurers, their distribution networks, and government regulators each have an essential role in ensuring these rights are recognized and protected.
Transparency and Access to Information
Clients have the right to receive clear and accessible information regarding their insurance policies, including coverage details and the claims settlement process. Insurers are responsible for providing straightforward explanations of how insurance products work and how they are designed to meet individual needs.
Clients are also entitled to understand how insurance premiums are calculated, including the relevant factors that influence pricing. Additionally, clients have the right to inquire about compensation practices related to the sale of insurance products.
Brokers must disclose details regarding their compensation, including how, by whom, and in what manner they are paid. Insurance companies will similarly disclose their compensation arrangements with brokers and other members of their distribution networks. Brokers are further expected to provide relevant information about ownership, financing, and other material facts that may impact their services.
Client Responsibilities and Access to Coverage
To help ensure you obtain appropriate insurance coverage at a competitive rate, it is important to ask questions about your policy. Understanding what is covered and what your responsibilities are under the policy is essential.
Information can be accessed through brochures, insurer websites, and direct discussions with your broker. You are encouraged to explore the insurance market to find the combination of coverage and service that best meets your needs.
To maintain continuous and effective coverage, you are responsible for promptly informing your insurance provider or broker of any changes in your circumstances that may impact your policy.
Right to Complaint Resolution
Insurance companies and their brokers 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 and/or your broker can provide you with information about how you can ensure that your complaint is heard and promptly handled. At Kent & Essex Mutual we have a formal Complaint Handling Protocol and as a final option you can escalate any unresolved complaints to the Mutual Insurance Ombudservice (“MICO”), and if still unresolved then to the Financial Services Regulatory Authority of Ontario as shown in the Protocol.
Responsibility to Resolve Disputes
You should always enter 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 must exhibit extensive knowledge of the product, its coverages, and its limitations to best serve you. These standards are outlined in the Code of Consumer Rights and Responsibilities as supported by the Insurance Brokers Association of Canada and its members.
Right to Privacy
In order to obtain insurance coverage that appropriately meets your needs, you are required to provide complete and accurate information to your insurer. This information will be kept confidential and will only be disclosed as permitted or required by law.
You have the right to be informed about how your personal information will be used. Your broker will provide you with a privacy statement outlining the purposes for which your information is collected, used, and disclosed.
Insurers and brokers are subject to, and must comply with, applicable Canadian privacy legislation.
If you require further information, Kent & Essex Mutual will be able to help.