Consumer Information

The Guarantee Company of North America (The Guarantee), along with 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 being fully informed and treated fairly, receiving timely complaint resolution, and your right to privacy.

Your rights are outlined in the contract between you and The Guarantee and by the insurance laws of your province. Insurers and their distribution networks, as well as governments also have important roles in ensuring that your rights are protected. With rights, however, comes responsibilities, such as providing complete and accurate information to The Guarantee. Your policy outlines other important responsibilities, too. Please ensure you review your policy carefully.

Right to be informed

Your rights are outlined in the contract between you and The Guarantee and by the insurance laws of your province. Insurers and their distribution networks, as well as governments also have important roles in ensuring that your rights are protected. With rights, however, comes responsibilities, such as providing complete and accurate information to The Guarantee. Your policy outlines other important responsibilities, too. Please ensure you review your policy carefully.

You have the right to ask who is providing compensation to your broker for the sale of your insurance. Your broker or agent will provide information detailing how they are paid, by whom, and in what ways.

The Guarantee will disclose its compensation arrangements with its distribution network. Brokers are committed to providing information relating to ownership, financing, and other relevant facts.

Responsibility to Ask Questions and Share Information

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. You can access information through brochures and websites, as well as through one-on-one meetings with your broker or 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 The Guarantee or broker of any change in your circumstances.

Right to Complaint Resolution

The Guarantee is committed to high standards of customer service. In the unlikely circumstance that you are unsatisfied, we will respond to complaints promptly to ensure that your concerns are resolved. Please note that disputes involving a claim settlement may be handled by the General Insurance OmbudService, where your complaint may be referred to an independent mediator.

To file a complaint, please mail or email:

c/o Complaints Officer
The Guarantee Company of North America
4950 Yonge Street
Suite 1400
Toronto, Ontario
M2N 6K1
complaints@theguarantee.com

Responsibility to Resolve Disputes

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.

Right to Professional Service

You have the right to work with insurance professionals who exhibit a high ethical standard, which includes acting with honesty, integrity, fairness and skill. Brokers must exhibit extensive knowledge of the product, its coverages and limitations. These standards of service are outlined in A Consumer's Guide to Property and Casualty Insurance Transactions, supported by members of the Insurance Brokers Association of Canada.

Right to Privacy

It's important for you to disclose all information required by The Guarantee to provide the insurance coverage that best suits you; however, you have the right to know how that your information will be used as noted in the privacy statement made available to you by your broker or insurance representative. This information will not be disclosed to anyone except you, as permitted by law. The Guarantee is subject to Canada's privacy laws.