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.

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. Under normal circumstances, insurers will advise an insurance customer (or the customer’s intermediary) of changes to or the cancellation of a policy at least thirty days prior to the expiration of the policy, if the customer provides information required for determining renewal terms of the policy at least forty-five days prior to the expiration of the policy.

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.

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 coverages and service levels that best suits 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. Information required to determine renewal terms of your policy must be provided at least forty-five days prior to the expiration of the policy.

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 may be handled by the independent General Insurance OmbudService www.gio-scad.org where your complaint may be referred to an independent mediator.

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.

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 coverages and its limitations in order to best serve you.

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 be disclosed to anyone except as permitted by law. You should know that insurers are subject to Canada’s privacy laws.

The life and health insurance industry has operated a toll-free information service about life and health insurance companies and their products for over 30 years.

The Consumer Assistance Centre is staffed by counsellors with extensive experience and knowledge, and is available in English and French (1-800-268-8099 English; 1-800-361-8070 French).

The life and health insurance industry makes available practical consumer guides on a wide range of life and health insurance products.

These publications contain useful information and advice on products, the kind of coverage that is available, how to select and deal with an intermediary, and many other practical tips. Available publications include:

• A Guide to Life Insurance

• A Guide to Supplementary Health Insurance

• Health Insurance for Travellers: What You Should Know Before Leaving Canada

• Disability Insurance: Where Will the Money Come from if You’re Disabled?

• A Guide to Segregated Fund Contracts Consumer Code of Ethics

Since 1990, all life and health insurance companies that are members of the Canadian Life and Health Insurance Association have undertaken to adhere to the Consumer Code of Ethics as a condition of membership. This Code focuses on fair treatment of consumers through a competitive marketplace, clear and straightforward advertising, competent sales and services, and respecting the privacy of consumers.

Consumer Assistance Centre and Publications

CLHIA Consumer Code of Ethics

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 be disclosed to anyone except as permitted by law. You should know that insurers are subject to Canada’s privacy laws.

RBC Insurance, along with sales intermediaries who sell travel insurance products on behalf of RBC 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, RBC Insurance 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 RBC Insurance. Your travel policy booklet outlines other important responsibilities. RBC Insurance, their sales intermediaries, and governments also have important roles to play in ensuring that your rights are protected.

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 have a right to know that travel products are offered by commissioned sales intermediaries. Under normal circumstances, insurers will advise an insurance customer (or the customer’s intermediary) of changes to or the cancellation of a policy at least thirty days prior to the expiration of the policy, if the customer provides information required for determining renewal terms of the policy at least forty-five days prior to the expiration of the policy.

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 the RBC Insurance travel policy brochure, the RBC Insurance website (www.rbcinsurance.com) as well as through one-on-one meetings with your sales intermediary. To maintain your protection against loss, you must promptly inform RBC Insurance and/or your sales intermediary of any change in your circumstances. Information required to determine renewal terms of your policy must be provided at least forty-five days prior to the expiration of the policy.

RBC Insurance and their sales intermediaries 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 the company’s complaint resolution process.

For more information, contact RBC Insurance at 1-800-263-8944. If you are unsatisfied with the resolution process provided to you through RBC Insurance, then you have the right to contact Canadian Life and Health OmbudService (CLHIO) at www.clhio.ca or by phone at 1-866-538-3766.

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.

You have the right to deal with insurance professionals who exhibit a high ethical standard, which includes acting with honesty, integrity, fairness and skill. Sales intermediaries must exhibit extensive knowledge of the product, its coverages and its limitations in order to best serve you.

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 laid out in the privacy statement made available to you in the RBC Insurance travel insurance policy booklet. This information will not be disclosed to anyone except as permitted by law. You should know that RBC Insurance is subject to Canada’s privacy laws.