Customers' Rights & Responsibilities

At Broker Trust Insurance Inc, we strive to be easy to deal with and go beyond expectations to deliver a customer experience that is second-to-none. We are committed to ensuring our customers are informed, treated fairly and aware of their rights.

Fair Treatment of Customers

Broker Trust Insurance and its employees are dedicated to upholding your rights as well as the insurance laws within the country. To achieve this, Broker Trust Insurance has a set of internal principles that we ask employees to follow:

Adhere to Our Values, legal requirements, professional codes of conduct and best practices;
Comply with internal corporate policies;
Be transparent, fair, prompt, and consistent in our interactions with customers;
Always provide our customers with the information they need to allow them to make educated decisions (regarding their coverage and policies).

General Principles for Customers

Your customer rights also mean that the contract between you, Broker Trust Insurance as your insurance brokerage and your insurer includes complete and accurate information. As a customer, we ask that you:

Adhere and comply to legal requirements and the insurance laws of your province;
Provide your Broker Trust Insurance insurance advisor with the information they need to accurately offer you complete coverage at the best value;
Ask questions about your policy to ensure you understand what it means, what coverage you have and your obligations under it;
Be aware that you have the right to Customer satisfaction and can file a complaint about a service you received;
Understand that you have a right to privacy, and that Broker Trust Insurance is subject to federal and provincial privacy laws;
Enter any dispute in good faith, provide information in a timely manner and are open to any recommendations that may be made by independent observers.

Customer Experience

A. Marketing and Sales

This stage of the Customer Experience includes marketing and advertising; providing you with quotes; and the purchase of products. In each of these phases of the Customer Experience, Broker Trust Insurance will adhere to Our Values, applicable legal requirements, professional codes of conduct and industry best practices. We will always keep your interests at the centre of our business processes and decisions. Some examples of how Broker Trust Insurance employees will demonstrate this include:

Clearly identify the product being quoted and its main features;
Inform you of any changes to a product or procedure; and
Inform you of your rights and obligations in connection with product or procedure changes.

B. Claims

We are committed to helping you navigate through the claims process with fairness, transparency, and consistency. Some examples of how we demonstrate this include:

Ensure that you are aware and informed of how to submit a claim;
Act as a liaison between you and your insurance provider when needed throughout the claims process.

C. Customer Concern Handling

Broker Trust Insurance strives to provide you with exceptional service. We will follow the Customer Concern Handling Policy, which is in place to handle concerns fairly and efficiently, while remaining transparent with you. The Policy outlines the steps of the customer concern handling process for Customers and provides you with the appropriate contact information.

When a Customer has a concern about Broker Trust Insurance we will follow the steps in the Customer Concern Handling Protocol and keep Customers informed throughout the process.

The Principles outline professional behaviour and conduct expectations for the fair treatment of Customers:

Compliance / Outcomes: Intermediaries must comply with all applicable laws, regulations, rules and regulatory codes to which they are subject.
Customers’ Interests: Intermediaries are expected to place Customers’ interests ahead of their own. This includes when an Intermediary is developing, marketing, recommending, distributing and servicing products.
Conflicts of Interest: Intermediaries are expected to identify, disclose and manage any actual or potential conflict of interest that is associated with a transaction or recommendation. They are expected to avoid entering into or pursuing agreements for which conflicts of interest cannot be managed, or if they interfere with the fair treatment of Customers.
Advice: When providing advice to or for a Customer, Intermediaries are expected to seek appropriate information from the Customer in order to understand and identify their unique needs. Intermediaries are expected to provide objective, accurate and thorough advice that enables the Customer to make an informed decision. Advice is expected to be suitable for the needs of the Customer based on the Customer’s disclosed circumstances.
Disclosure: Intermediaries are expected to provide Customers with objective, appropriate, relevant, timely and accurate information and explanations so that they can make informed decisions. Intermediaries are expected to:
- Properly disclose the information to all necessary parties, including the insurer; and
- Disclose information and explanations in a manner that is clear and understandable for Customers, regardless of the distribution model or medium used.
Product and Service Promotion: Intermediaries are expected to ensure that products and services are promoted in a clear and fair manner. Regardless of the distribution model or medium used, Intermediaries are expected to ensure that promotions are not misleading and are easy to understand. Product promotions are expected to disclose all necessary and appropriate information.
Claims, Complaints Handling, and Dispute Resolution: Intermediaries are expected to handle or cooperate in the handling of claims, complaints and disputes in a timely and fair manner.
Protection of Personal and Confidential Information: Intermediaries are expected to take necessary and appropriate measures to protect and manage personal and confidential information. They must comply with all applicable privacy legislation. Customers should be confident that Intermediaries:
- Only collect and retain information that is necessary and appropriate for the fulfilment of the service or product provided; and
- Use and disclose the information only for purposes and for the duration for which the Customer has given consent or as required by law.
Competence: Intermediaries are expected to maintain an appropriate level of professional knowledge and should stay current through continuing education to ensure the fair treatment of Customers. Where applicable, continuing education requirements must be fulfilled. Intermediaries are expected to not misrepresent their level of competence or conduct business beyond their level of professional knowledge and experience, and duties must match training/education.
Oversight: Intermediaries with contractual or regulatory oversight obligations are also responsible for the conduct of any employee or third party involved in the marketing, distribution or servicing of an insurance product. Intermediaries are expected to have tools at their disposal such as policies and procedures, training and control mechanisms to ensure the fair treatment of Customers is achieved in relation to their oversight obligations.