Code of Consumer Rights & 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 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.
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 overages and service levels that best suit 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 Compliant 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. Disputes involving claims settlement matters should be directed
to Lanark Mutual's Company Ombudsman/Liason Representative. You can contact
Lanark Mutual for information on how to initiate the complaint
process. Our goal as a policyholder-owned, purely mutual company, is to treat
Policyholders in a fair, courteous and timely manner. If however your
complaint is not resolved satisfactorily, you may contact the independent General Insurance OmbudService www.gio-scad.org
where your complaint may be referred to an independent mediator.
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 overages and its limitations in order
to best serve you. These standards are outlined in A Consumer's Guide to
Property and Casualty Insurance Transactions, supported by members of the
Insurance Brokers Association of Canada.
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 b e disclosed to anyone except as permitted by law. You should know
that insurers are subject to Canada's privacy laws.
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