Consumer Code

The Dominion of Canada General Insurance Company, St. Paul Fire and Marine Insurance Company and Travelers Insurance Company of Canada are the Canadian licensed insurers known as Travelers Canada. Travelers Canada, along with your broker who sells home, auto and business insurance, is committed to safeguarding your rights when you shop for insurance and when you submit a claim following a loss. Your rights include the right to be informed fully, to be treated fairly, to timely complaint resolution and to privacy. These rights are grounded in the contract between you and Travelers Canada, the laws of Canada and the insurance laws of your province or territory. With rights, however, come responsibilities including, for example, the expectation that you will provide complete and accurate information to Travelers Canada. Your policy outlines other important responsibilities.

Your Responsibilities

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 under it. 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 Travelers Canada or your broker of any material change in your circumstances.

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.

Your Rights

Right to be informed

You can expect to access clear information about your policy, your coverage and the claims settlement process. You have the right to an easy-to-understand explanation of how insurance works and how it will meet your needs. You also have a right to know how insurers calculate price based on relevant facts. Under normal circumstances, Travelers Canada will advise you, or your broker, of changes to your policy at least 30 days prior to the expiration of your policy, if you provide information required for determining renewal terms of the policy at least 45 days prior to the expiration of the policy.

Insurance companies must give notice of cancellation of a policy as required in the policy conditions. You have the right to cancel your policy at any time. You have the right to ask who is providing compensation to your broker for the sale of your insurance. Your broker is committed to providing information relating to ownership, compensation, financing and other relevant facts.

Right to complaint resolution

Travelers Canada and your broker are committed to high standards of customer service. If you have a complaint about the service you have received, you have a right to access Travelers Canada’s complaint resolution process.

For further details, please click here to view our Complaints Handling Protocol.

Right to access for people with disabilities

Travelers Canada is committed to excellence in serving all individuals, including those with disabilities. For further details, please:
Click here to view our Accessibility Policy,

Click here to view our Integrated Accessibility Standards Policy,

Click here to view our Integrated Accessibility Standards – Multi-Year Accessibility Plan.

Right to professional service

You have the right to deal 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 its limitations in order to best serve you. These standards are outlined in A Consumer’s Guide to Property and Casualty Insurance Transactions, supported by members of the Insurance Brokers Association of Canada.

Please click here to be redirected to the Insurance Brokers Association of Canada website.

Right to privacy

Travelers Canada is committed to safeguarding the personal information you provide to us. You have a right to know the purposes for which we collect, use and disclose this information.

For further details, please click here to access our Privacy Policy.