Accessibility Policy

Travelers Insurance Company of Canada, The Dominion of Canada General Insurance Company and St. Paul Fire and Marine Insurance Company (Canada Branch) are the Canadian licensed insurers known as Travelers Canada.

The Accessibility for Ontarians with Disabilities Act, 2005 ("AODA") was created to ensure that all persons with disabilities are treated with respect, dignity and equally by providers of goods and services. AODA provides that all persons or organizations that provide goods or services to the public must do so in accordance with AODA and Ontario Regulation 94/207 Accessibility Standards for Customer Service (the "Accessibility Standard").

Travelers Canada is committed to ensuring full compliance with AODA and the Accessibility Standard.

Travelers Canada is committed to providing its goods and services in a manner that respects the dignity and independence of persons with disabilities and to ensuring that all persons have full and equal access to all of Travelers Canada's goods and services.

Travelers Canada will implement its policy by training all employees and others who interact with the public on behalf of Travelers Canada and those employees who are involved in developing our policies, practices and procedures. Training and education by Travelers Canada will include the following:

1. the purpose of AODA and the requirements of the Accessibility Standard;
2. Travelers Canada's policies and procedures relating to the Accessibility Standard;
3. how to interact and communicate with people with various types of disabilities;
4. how to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person;
5. the assistive devices available within Travelers Canada and how to use them, including alternate formats for persons with disabilities; and
6. what to do if a person with a disability is having difficulty in accessing our goods or services.

Travelers Canada will deliver full and equitable access to persons with disabilities by adopting the following procedures:

1. Accessible Information

Travelers Canada will employ a variety of formats, when possible, to support information dissemination and dialogue. These may include, but are not limited to, large print, email, simplified summaries, illustrations and verbal communication.

2. Assistive Devices

In the event a person with a disability requires an assistive device, such as a wheelchair or oxygen, Travelers Canada will make all reasonable efforts to accommodate such devices.

3. Use of Service Animals and Support Persons

Service Animals – Travelers Canada welcomes persons with disabilities who are accompanied by a service animal. When a visitor enters the premises with a service animal, every reasonable effort will be made to accommodate the service animal and ensure that the surroundings will allow the individual to effectively maintain his/her relationship with the service animal. If this is not possible due to health or safety concerns, a mutually agreed upon location for the service animal may be identified for a limited time. In this instance, other provisions will be made to ensure that the individual receives the support otherwise provided by the service animal.

Support Persons – Any person with a disability who is accompanied by a support person will be allowed to have the support person present while on the premises unless it becomes a health or safety risk. In this instance, other provisions will be made to ensure that the individual receives the support otherwise provided by the support person. In some cases, it may be necessary to seek the consent of the person with the disability prior to discussing confidential information in front of the support person.

4. Notice of Temporary Disruption

Travelers Canada will provide notice in the event of a planned or unexpected disruption in the facilities or services usually used by persons with disabilities. This notice will include information about the reason for their disruption, its anticipated duration and a description of alternative facilities or services, if available. Such alternatives might include an alternate route where a ramp or elevator is not available or in-person assistance upon arrival. Information on disruptions will be provided where persons with disabilities receive information including on all public entrances and via the Travelers Canada website. Visitors may also be contacted by phone prior to an appointment to advise them of the change/disruption and alternatives.

Travelers Canada wants to meet and exceed the Accessibility Standard and accommodate all persons with disabilities in the provision of Travelers Canada's goods and services. Feedback is welcomed and appreciated. Anyone wishing to provide feedback on the manner in which Travelers Canada provides goods and services to persons with disabilities may do so by telephone, email or regular mail (including feedback in writing, on disc or otherwise) as follows:

Accessibility Office
Travelers Canada
165 University Avenue
Toronto, Ontario     M5M 3B9
Tel:  416-362-7231
Toll Free:  1-800-268-8447
E-mail: AccessibilityCanada@travelers.com

Any complaints with respect to this policy or Travelers Canada's execution of this policy may be sent to Travelers Canada's Complaints Liaison Officer. The Complaints Liaison Officer’s contact details and the process for the handling of such complaints may be found in our Complaints Handling Protocol. Click here for our Complaints Handling Protocol.

If you have any questions regarding this policy or any part of it, you may contact us by any of the means noted above.

Alternatively, you may contact us by any of the means noted above to request a copy of this policy in a format that takes into account any disability you may have.

To view our Integrated Accessibility Standards Policy, please click here.

To view our Integrated Accessibility Standards – Multi-Year Accessibility Plan, please click here.

Travelers is committed to having our hiring process accessible by all, including those individuals with a disability. Those who cannot otherwise complete the hiring process due to a disability or need for accommodation, please contact: 4-Accommodations@travelers.com or accessibility@travelers.com for applicants.