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Code of Consumer Rights and Responsibilities

Insurance companies selling home, auto and business insurance are committed to protecting your rights. These include the right to be informed fully, to be treated with respect, to timely claims handling and complaint resolution, and to privacy.

Insurance is a two-way contract, and you have a role to play. You are responsible for understanding your needs, asking questions and providing accurate, up-to-date information to your insurer. For more information about your role, speak to your insurance representative and read your policy.

Code of Consumer Rights and Responsibilities

​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.

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.

​Responsibility to understand your needs

You are responsible for asking questions and educating
yourself about your policy. Visit for
information about questions you should ask your
insurance provider. Make sure you ask all relevant
questions and give your insurance provider a detailed
explanation of your circumstances to help him or her
make informed recommendations on what your policy
should include. This will ensure that you have the right
insurance coverage.

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

Responsibility to Provide Accurate Information

You are required to provide all relevant information in
your application for insurance and you must ensure
that the information is accurate. If you have questions
about the application or policy, contact your insurance
representative and have him or her explain it to you
to ensure that you understand your and the insurer’s

Responsibility to Update Your Information

To maintain your protection against loss, you must
promptly inform your insurance company, broker or
agent of any change in your circumstances, such as
renovations to your home, the purchase of a big-ticket
item that may require additional insurance coverage or
having a home-based business.

Responsibility to Report the Facts

You must report an accident or claim, providing complete
and accurate details, as soon as possible following the
accident or incident giving rise to the claim.