Policies

  • Accessible Customer Service Plan

    Providing Goods and Services to People with Disabilities
    Our mission
    The mission of Buckley Insurance Broker Ltd. is to provide a positive customer service experience by complying with the Accessibility Standards for Customer Service.
    Our commitment
    In fulfilling our mission, Buckley Insurance Brokers Ltd. strives at all times to provide its services in a way that respects the dignity and independence of people with disabilities. We are also committed to giving people with disabilities the same opportunity to access our services and allowing them to benefit from the same services, in the same place and in a similar way as other customers.
    Providing goods and services to people with disabilities
    Buckley Insurance Brokers Ltd. is committed to excellence in serving all customers including people with disabilities and we will carry out our functions and responsibilities in the following areas:

    Communication
    We will communicate with people with disabilities in ways that take into account their disability. We will train employees who communicate with customers on how to interact and communicate with people with various types of disabilities.

    Telephone services
    We will train staff to communicate with customers over the telephone in clear and plain language and to speak clearly and slowly. We will offer to communicate with customers by e-mail and mailings if telephone communication is not suitable to their communication needs or is not available.

    Assistive Devices
    We are committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our services.

    Documents
    We are committed to providing accessible invoices/documents to all of our customers. For this reason, invoices/documents will be provided in the following formats upon request: hard copy or e-mail. We will answer any questions customers may have about the content of the invoice/document in person, by telephone or e-mail.
    Use of service animals and support persons
    We are committed to welcoming people with disabilities who are accompanied by a service animal on the parts of our premises that are open to the public and other third parties. We will also ensure that all staff and others dealing with the public are properly trained in how to interact with people with disabilities who are accompanied by a service animal.
    We are committed to welcoming people with disabilities who are accompanied by a support person. Any person with a disability who is accompanied by a support person will be allowed to enter our premises with his or her support person. At no time will a person with a disability who is accompanied by a support person be prevented from having access to his or her support person while on our premises.
    Fees will not be charged for support persons for admission to Buckley Insurance Broker’s premises.
    Notice of temporary disruption
    Buckley Insurance Brokers will provide customers with notice in the event of a planned or unexpected disruption in the facilities or services usually used by people with disabilities. This notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available.
    The notice will be placed at all public entrances and on our website at www.buckleyins.com.
    Training for staff
    Buckley Insurance Brokers will provide training to all employees and others who deal with the public or other third parties on their behalf, and all those who are involved in the development and approvals of customer service policies, practices and procedures.
    This training will be provided within 1 month after staff commence their duties.

    • Training will include the following:
    • The purposes of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
    • How to interact and communicate with people with various types of disabilities
    • How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person
    • What to do if a person with a disability is having difficulty in accessing Buckley Insurance Brokers services
    • Buckley Insurance Broker’s policies, practices and procedures relating to the customer service standard.

    Staff and volunteers will be trained on policies, practices and procedures that affect the way services are provided to people with disabilities. Staff will also be trained on an ongoing basis when changes are made to these policies, practices and procedures.
    Feedback process
    The ultimate goal of Buckley Insurance Brokers is to meet and surpass customer expectations while serving customers with disabilities. Comments on our services regarding how well those expectations are being met are welcome and appreciated.
    Feedback regarding the way Buckley Insurance Brokers provides services to people with disabilities can be made by e-mail, verbally or mail. All feedback will be directed to AODA representative Susan Budenz atinfo@buckleyins.com. Customers can expect to hear back in in 10 days.
    Modifications to this or other policies
    We are committed to developing customer service policies that respect and promote the dignity and independence of people with disabilities. Therefore, no changes will be made to this policy before considering the impact on people with disabilities.
    Any policy of Buckley Insurance Brokers that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.
    Questions about this policy
    This policy exists to achieve service excellence to customers with disabilities. If anyone has a question about the policy, or if the purpose of a policy is not understood, an explanation should be provided by, or referred to, AODA representative Susan Budenz at info@buckleyins.com.

  • Broker Disclosure

    Buckley Insurance Brokers Disclosure Property
    Our role as your Insurance Broker is to provide you with the best insurance value, including home insurance, that combines coverage, service and price. We also provide personalized service that includes professional advice, claims support and client advocacy.
    Brokerage compensation is a part of your insurance premium. For your benefit, we have listed below Property Insurers that we represent and have included the range of compensation each provides as a percentage of your overall premium that appears on your invoice.

    • Chieftain Insurance* 20%
    • Chubb 10% to 15%
    • Dominion of Canada* 20%
    • GCNA *20%
    • Intact Insurance* 20%
    • Northbridge* 20%
    • Pembridge* 20%
    • Perth 15%
    • Portage* 20%
    • Royal and SunAlliance* 20%
    • South Western 12.5%
    • Sovereign General* 15% to 20%
    • St. Paul* 15% to 20%
    • Trafalgar Insurance* 20%

    In order for us to maintain strong relationships with quality insurers we work with each to provide the type of business they desire. The Insurers with an asterisk noted above recognize our efforts through a Contingent Commission contract. Payment of this Contingent Commission depends on a combination of growth, profitability, volume, retention and increased services that we provide on behalf of the insurer. It is based on our entire portfolio of business with that insurer and not on individual policies. Contingent Commission is not guaranteed. From time to time our insurers may offer sales contests to our Sales Advisors. Rest assured that our clients’ interest always comes first when determining the best coverage, service and price. On occasions, insurance companies may also invite us to an invitation only sales convention.
    Our disclosure commitments are made in the best interest of consumers. We encourage you to also consult the commitments made by the insurance industry and individual companies by consulting their web sites.
    Buckley Insurance Brokers Disclosure Auto
    Our role as your Insurance Broker is to provide you with the best car insurance value that combines coverage, service and price. We also provide personalized service that includes professional advice, claims support and client advocacy.
    Brokerage compensation is a part of your insurance premium. For your benefit, we have listed below Automobile Insurers that we represent and have included the range of compensation each provides as a percentage of your overall premium that appears on your invoice.

    • Chieftain Insurance* 20%
    • Chubb 10% to 12.5%
    • Dominion of Canada* 7.5% to 12.5%
    • Echelon 12.5% to 13.5%
    • Facility (Nordique)** 6% to 11%
    • GCNA* 10% to 15%
    • Intact Insurance* 10% to 12.5%
    • Jevco* 15%
    • Kingsway 5% to 12.5%
    • Northbridge* 10% to 12.5%
    • Pafco* 10% to 12.5%
    • Pembridge* 10% to 12.5%
    • Perth 5% to 12.5%
    • Portage* 10% to 12.5%
    • Royal and SunAlliance* 7.5% to 12.5%
    • Sovereign General* 7.5% to 12.5%
    • Trafalgar Insurance* 10% to 12.5%

    Commission is capped at $250/vehicle
    In order for us to maintain strong relationships with quality insurers we work with each to provide the type of business they desire. The Insurers with an asterisk noted above recognize our efforts through a Contingent Commission contract. Payment of this Contingent Commission depends on a combination of growth, profitability, volume, retention and increased services that we provide on behalf of the insurer. It is based on our entire portfolio of business with that insurer and not on individual policies. Contingent Commission is not guaranteed. From time to time our insurers may offer sales contests to our Sales Advisors. Rest assured that our clients’ interest always comes first when determining the best coverage, service and price. On occasions, insurance companies may also invite us to an invitation only sales convention.
    The policyholder and insured(s) are hereby notified and advised that Intact Financial Corporation has an indirect ownership interest in Buckley Insurance Brokers Ltd. AXA Assurances has provided interest-bearing financing at market rates to our brokerage.
    Our disclosure commitments are made in the best interest of consumers. We encourage you to also consult the commitments made by the insurance industry and individual companies by consulting their web sites.

  • Integrated Accessibility Standards Regulation (IASR) Compliance

    The following policy and multi-year plan has been established by Buckley Insurance Brokers Ltd. to govern the provision of services with Ontario Regulation 191/11, “Integrated Accessibility Standards” (“Regulation”) under the Accessibility for Ontarians with Disabilities Act, 2005.
    These standards are developed to break down barriers and increase accessibility for persons with disabilities in the areas of information and communications and employment.

    Buckley Insurance Brokers Ltd. is governed by this policy as well as the Accessibility Standards for Customer Service Policy and the Accessibility for Ontarians with Disabilities Act, 2005 in meeting the accessibility needs of persons with disabilities.
    IASR-Policy-Buckley-Insurance-Brokers-Ltd.

    Multi-year-Accessibility-Plan-Buckley

  • Privacy Policy

    Buckley Insurance is dedicated to maintaining the highest standards of confidentiality with respect to all employees’ personal information provided to us. We are committed to ensuring that our handling of personal information is in compliance with applicable privacy legislation.
    What Is Personal Information?
    Canadian privacy legislation defines “Personal Information” broadly as information about an identifiable individual or as information that allows an individual to be identified. Personal Information includes information such as address, gender, age, ID numbers, income, ethnic origin, employee files, credit records or medical records. Generally speaking Personal Information does not include what is considered business contact information: your name, title or position, business address, business telephone or facsimile number, or business email address.
    Objectives of the Privacy Policy
    Buckley is responsible for Personal Information it holds or has under its control, including Personal Information it passes on to others with your permission. We have designated a Privacy Officer to ensure our compliance with legislation and this policy. Our Privacy Officer will receive and respond to your inquiries and complaints regarding the protection and privacy of your Personal Information, and deal with requests for access to your information.
    Our privacy officer is – Tammy Revie, Personal Lines Service Managertrevie@buckleyins.com.
    Purposes for the Collection of Personal Information
    The purposes for which Personal Information is collected by Buckley is, in part, specified below:

    • to enroll the employee on the payroll system.
    • to comply with requirements imposed by law.
    • to comply with statutory obligations including tax withholdings and remittances for Canada Pension Plan and Employment Insurance.

    Any change of purpose to any of the above will be communicated to you. Where appropriate, Personal Information will be obtained directly from you. In the event Personal Information is obtained from any other source, you will be notified or your authorization will be obtained.

    Consent to Collection, Use and Disclosure of Personal Information
    BY SUBMITTING PERSONAL INFORMATION TO Buckley OR ITS SERVICE PROVIDERS AND AGENTS, YOU AGREE THAT WE MAY COLLECT, USE AND DISCLOSE SUCH PERSONAL INFORMATION IN ACCORDANCE WITH THIS PRIVACY POLICY, BUSINESS INTERESTS AND AS PERMITTED OR REQUIRED BY LAW. Subject to legal and contractual requirements, you may refuse or withdraw your consent to certain of the identified purposes at any time by contacting the Privacy Officer. If you refuse to consent or withdraw your consent, we may not be able to provide you or continue to provide you with certain employment benefits.

    There are circumstances where collection, use or disclosure may be justified or permitted, or where we are obliged to disclose Personal Information without your consent. These circumstances could include, but are not limited to:

    • Where the information is publicly available.
    • Where we are required to do so by law or by order of a court or tribunal.
    • Where we believe, upon reasonable grounds, that there is an imminent risk to an identifiable person or group of death or serious bodily harm.
    • Where it is alleged that an employee, officer, agent or director of Buckley is guilty of a criminal offence, or is civilly liable in a legal action or guilty of certain misconduct.

    In such circumstances, we will not collect, use or disclose more Personal Information than is required.
    Attached as Appendix A is the form of consent you will be requested to execute where applicable.
    Third Parties
    Third parties that receive Personal Information will be required to confirm their commitment to the privacy policies set out herein.
    Storage, Security and Protection of Personal Information
    Buckley endeavors to maintain appropriate physical, procedural and technical security over our offices and information storage facilities so as to prevent any unauthorized access, disclosure, copying, use or modification of Personal Information. Your Personal Information may be stored in secured physical locations and on computer network servers controlled by Buckley, located either at our offices or at the offices of our service providers. To help protect the confidentiality of your Personal Information, Buckley employs physical, administrative and technological safeguards appropriate to the sensitivity of your Personal Information. For instance, we use secure computer data networks protected by industry standard firewalls and password protection systems. In addition, where Personal Information is sent to a third party for processing, we make sure, through our arrangements with them, that all Personal Information is kept secure.
    Retention of Personal Information
    We will keep Personal Information only as long as it is necessary. When the Personal Information is no longer required, it will be destroyed to prevent unauthorized parties from gaining access to the information.
    Access and Accuracy
    Upon receiving a written request, and subject to any applicable exemptions, Buckley will inform you of the current version of your Personal Information and will give you access to that information and the opportunity to correct any errors in it. Access requests should be sent to our Privacy Officer, using the contact information provided above.
    Changes to the Privacy Policy
    Buckley reserves the right to modify or supplement this Privacy Policy at any time. If we make a change to this Privacy Policy, we will post such changes and, if requested, provide a physical copy to you.