Code of Consumer Rights and Responsibilities

At MutualONE, we treat all policyholders with fairness, integrity and understanding. As a consumer shopping for insurance, you have rights and responsibilities.

Insurance companies, brokers and agents selling home, auto and business insurance are committed to protecting your rights. These include the right to be informed fully, to be treated fairly and 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.

Right to be Informed

You have the right to an easy-to-understand explanation of how insurance works and how insurers calculate prices based on relevant facts. You can expect to access clear information about your policy, coverage, and 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 before the expiration of the policy. Your insurer must provide you with the renewal terms of your policy at least 30 days before the expiry 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

If you have a complaint about the service you 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 properly handled. You may also contact your provincial insurance regulator.

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. Make sure you ask all relevant questions and give your insurance provider a detailed explanation of your circumstances to help them make informed recommendations on what your policy should include – this will ensure you have the right coverage that best suits your insurance needs.

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

Responsibility to Update Your Information

To maintain your protection against loss, you must promptly inform your insurance company.