Right to Be Informed
You have the right to an easy-to-understand explanation of how insurance works and how insurers calculate price based on relevant facts. You can expect to access clear information about your policy, your coverage and the claims settlement process. Under normal circumstances, insurers will advise an insurance customer of changes to, or the cancellation of, a policy at least 30 days prior to the expiration of the policy.
You have the right to know how your broker or agent is compensated, and if they have any conflicts of interest.
Right to Timely and 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 be informed why.
Right to Complaint Resolution
You can 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. You may also contact your provincial insurance regulator or the independent General Insurance OmbudService (www. giocanada.org).
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. Ask your insurer to provide you with a copy of its privacy statement.