Consumer rights and responsibilities 2022

An insurance policy is a legally binding agreement. There are steps you must take as an insurance holder, as well as steps your insurer must take.

Your obligations

  • You should provide your insurer with complete and accurate information.
  • Following the grace period, you must pay your premiums on time. Otherwise, your policy may be canceled due to non-payment. Your coverage will terminate and you will lose protection.
  • You must notify your insurer immediately if your circumstances change in a way that affects the risk insured.
  • You are responsible for maintaining the condition of your property.
  • You must take reasonable precautions to avoid further damage. For instance, if water leaks from a pipe and you do not turn off the water supply to the pipe, your coverage may be limited.

Your legal rights

  • You have a right to complete and accurate information about your policy, its coverage, and the claims settlement process; about how insurers determine their prices; and about who compensates your broker or agent for the sale of your insurance.
  • You have the right to receive professional service from agents and brokers who are knowledgeable about the products they are selling and who act with honesty and integrity when dealing with you.
  • If you are dissatisfied with the service you received, you have the right to a prompt resolution of your complaint. Contact your provincial regulator if you have a complaint.
  • You are entitled to privacy. Except as permitted by law, your personal information may not be disclosed to anyone.

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