6.3.9 Consumer rights and responsibilities

An insurance policy is a legal contract. There are steps you must take to fulfill your responsibilities as an insurance holder, and steps your insurer must take as well.

Your responsibilities

• You should provide complete and accurate information to your insurer.
• You must pay your premiums on time following the grace period. If you do not, your policy may be cancelled for non-payment. Your coverage will stop and you will no longer be protected.
• You must notify your insurer about any changes in your circumstances that might affect the risk insured.
• You must maintain your property in good condition.
• You must take reasonable steps to mitigate damage. For example, if your home is being damaged from water leaking from a pipe and you do not turn off the water supply to the pipe, your coverage may be limited.

Your rights

• You have the right to be fully and clearly informed: about your policy, your coverage and the claims settlement process; about how insurers calculate prices; and about who is providing compensation to your broker or agent for the sale of your insurance.
• You have the right to professional service from agents and brokers who are well informed about the products they are selling and who treat you with fairness and integrity.
• You have the right to timely complaint resolution if you are not satisfied with the service you have received. If you have a complaint, contact your provincial regulator.
• You have the right to privacy. Your personal information may not be disclosed to anyone except as permitted by law.