Kent & Essex Mutual Insurance strives to provide equal treatment and benefit through its services. We are committed to removing barriers to access for people with disabilities and welcome feedback about how we can improve our customer service.

Kent & Essex Mutual strives at all times to provide its goods and services in a way that respects the dignity and independence of people with disabilities. We are also committed to giving people with disabilities the same opportunity to access our goods and services and allowing them to benefit from the same services, in the same place, and in a similar way as other customers.

Assistive Devices

Kent & Essex Mutual accommodates the use of personal assistive devices that enable a person with a disability to access our services and facilities. We will ensure that our staff is trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services. We will also ensure that staff knows how to use the following assistive devices available on our premises for customers such as automatic door openers.

Service Animals and Support Persons

Kent & Essex Mutual recognizes a person’s right to have their service animal with them at all times and we welcome people with disabilities and their service animals. Service animals are allowed on our premises.

When a person with a disability is accompanied by a support person, Kent & Essex Mutual will ensure that both persons are permitted to enter the premises. We are committed to welcoming people with disabilities who are accompanied by a support person while maintaining confidentiality. At no time will a person with a disability who is accompanied by a support person be prevented from having access to his or her support person while on our premises.


When communicating with a person with a disability, Kent & Essex Mutual is wholly committed to doing so in a manner that is respectful and dignified. We will communicate with people with disabilities in ways that take into account their disability. We will train all staff who communicates with customers how to interact and communicate with people with various types of disabilities.

Notice of Temporary Disruption

In the event of an unplanned or unexpected temporary disruption in the availability of a service or facilities (accessible entrance; washrooms), Kent & Essex Mutual will post a notice of the reason for the disruption, the date(s) of disruption, the anticipated duration of the disruption and a description of alternative facilities or services that are available. At minimum, this notice will be clearly posted at the public entrance to our building and may also be posted on our website.


Kent & Essex Mutual is committed to ensuring that its employees and others who deal with the public receive training on accessible customer service. We will take all reasonable efforts to ensure other third parties acting on our behalf are trained as well as those who are involved in the development and approvals of customer service policies, practices and procedure.

Training will include the following:

• The purposes of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard

• How to interact and communicate with people with various types of disabilities

• How to interact with people with disabilities who use an assistive device or require assistance of a service animal or support person

• What to do if a person with a disability is having difficulty in accessing Kent & Essex Mutual’s goods and services

• Kent & Essex Mutual’s policies, practices and procedures relating to the customer service standard.

Applicable staff will be trained on policies, practices and procedures that affect the way goods and services are provided to people with disabilities. Employees will also be trained on an ongoing basis when changes are made to these policies, practices and procedures. Human Resources will ensure that training records are maintained.


Kent & Essex Mutual welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

During the hiring process, job applicants will be told when they are selected for an interview that accommodation can be provided. If an applicant or successful candidate requests an accommodation, their needs will be discussed and adjustments made to support them.

Workplace Information

All workplace information will be provided in an accessible format if an employee asks for it, including any information employees need to perform their jobs, as well as general information that is available to all employees in the workplace. This also includes accessible emergency information.


All documentation provided by Kent & Essex Mutual’s and found on our websites can be provided to individuals in an alternate format upon request, such as large font or a hard copy.

Feedback Process

The goal of Kent & Essex Mutual is to meet and exceed customer expectations while serving customers with disabilities. Comments on our services regarding how well those expectations are being met are welcomed and appreciated.

Feedback regarding accessibility and/or comments regarding the way Kent & Essex Mutual provides goods and services to people with disabilities can be made in person, by telephone, in writing or by email or other electronic means. Feedback received by Kent & Essex Mutual will be responded to within seven (7) days, documented and tracked.

Please contact:

Human Resources

Kent & Essex Mutual Insurance

PO Box 356, 10 Creek Road, Chatham, ON N7M 5K4

Phone: 1-800-265-5206




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