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Code of Conduct

Important Information about
Your Registered Insurance Broker

Our Excalibur Insurance brokers are regulated by the Registered Insurance Brokers of Ontario (RIBO) and the Canadian Insurance Services Regulatory Organizations (CISRO). RIBO oversees the licensing, professional competence, ethical conduct, and insurance-related financial obligations of all independent general insurance brokers in the province. CISRO is a coalition of Canadian regulatory authorities committed to maintaining consistent qualifications and business conduct standards for insurance intermediaries.

Providing our clients and community with transparent and clear information regarding their insurance rights is of utmost importance. Below is the relevant information from our governing bodies.

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RIBO Code Of Conduct

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CISRO Principles of Conduct

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Excalibur Compensation Disclosure – Commercial

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Excalibur Compensation Disclosure – Automobile

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Excalibur Compensation Disclosure – Property

registered insurance brokers of ontario ribo consumer beware

RIBO Code of Conduct

Registered insurance brokers offer independent advice and Property & Casualty (P&C) insurance products from various companies. Brokers must be licensed by the Registered Insurance Brokers of Ontario (RIBO). All RIBO licensees must carry an errors & omissions policy and a fidelity bond designed to provide customers coverage in the unlikely event that a broker mishandles their premiums. RIBO licensees are required to follow the RIBO Code of Conduct, which establishes rules and standards of professional conduct.

How Insurance Works

You have the right to know how your insurance premiums are calculated. You have the right to access your policy and be informed about the coverage and the claims settlement process.

Broker Compensation

You have the right to ask how a broker is paid and the insurance companies they represent and be informed about any potential conflicts of interest the broker may have. All RIBO-licensed brokers must disclose commission information at the point of sale, which outlines how they are paid.

Insurance Quotes

When obtaining a quote, your broker should always present the best value products available based on your current needs and document why specific coverage and product options, including lower-cost options, may or may not be appropriate. Brokers are also expected to comply with the Take-All-Comers rule.

Understand Your Insurance Needs

Consider your insurance needs and prepare relevant questions before you talk to a broker. Ask yourself if changes in your personal or business life could impact your insurance needs. Ensure you provide a detailed and accurate explanation of your circumstances to your broker so they can provide informed recommendations that meet your needs.

Insurance Claims

If you need to file a claim, you have the right to be informed about the procedures and typical timelines for settling your claim, and you may inquire about the status of your claim throughout the process. If your claim is denied, you have the right to an explanation as to why it was denied. Your broker is your advocate as you work through your claim with the insurance company and will liaise as required.

Customer Obligations

You need to ensure that you know and understand your obligations under your insurance policy. For example, your policy will require you to provide updates to your broker and insurer regarding any material changes in your circumstances.

Personal Information

You have the right to understand how your personal information is used and protected. Ask for a copy of the privacy statement from your broker and the insurer.

Ombud Services

In the event you have an insurance claim, your broker will provide you with information about the insurer’s claims process. For any unresolved disputes with an insurer, you may contact the insurer’s Ombudsman, who will attempt to resolve the conflict. If the conflict is unresolved, you will be referred to the General Insurance Ombud Services for P&C insurance.

Making a Complaint

You can complain to RIBO if your insurance broker fails to comply with the Registered Insurance Brokers Act, its regulations, or RIBO by-laws.

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Canadian Insurance Services Regulatory Organizations (CISRO)

Principles of Conduct for Insurance Intermediaries

Preamble

The CISRO Principles of Conduct for Insurance Intermediaries (the Principles) reflect common regulatory standards for insurance intermediaries in Canada. The Principles outline professional behaviour and conduct expectations for the fair treatment of Customers.

Intermediaries should conduct their business following the Principles that are relevant to them, while ensuring compliance with all applicable laws, regulations, rules, or regulatory codes within all jurisdictions where they carry on business. Any more stringent requirements, rules or standards of conduct take priority over the Principles.

The Principles are intended to supplement, complement and build upon the intermediary elements in the Guidance on Conduct of Insurance Business and Fair Treatment of Customers (FTC), issued by CISRO and the Canadian Council of Insurance Regulators (CCIR).

The Principles also align with Insurance Core Principles (ICP) of the International Association of Insurance Supervisors (IAIS).1 The Principles reinforce the fair treatment of Customers throughout the life cycle of the insurance product as a core component of the intermediary business culture. This includes conducting business in an honest and transparent manner. Expectations for the conduct of insurance business may differ depending on the nature of the relationship to the Customer, the type of insurance provided, and the distribution method. Intermediaries with oversight responsibilities must take appropriate measures to ensure that their employees and representatives meet high standards of ethics and integrity.2

Definition of Intermediary

Intermediary is given broad meaning, and will differ based on the applicable definitions within different jurisdictions across Canada. It encompasses adjusters, agents, brokers and representatives, as well as business entities that distribute insurance products and services, including managing general agencies and third party administrators. It also applies to all distribution methods, including over the internet.3

Definition of Customer

Customer refers to policyholder (which may include a certificate holder) or prospective policyholder with whom an insurer or intermediary interacts, and includes, where relevant, other beneficiaries and claimants with a legitimate interest in the policy. Customer may also refer to a consumer, which includes all actual and potential customers for insurance products.

1 International Association of Insurance Supervisors. Insurance Core Principles, ICP 18 and ICP 19, updated November 2019. https://www.iaisweb.org/page/supervisory-material/icp-on-line-tool

2 The Insurer is responsible for fair treatment of Customers throughout the life cycle of the insurance product, as it is the Insurer that is the ultimate risk carrier. The Insurer’s ultimate responsibility does not absolve Intermediaries of their own responsibilities for which they are accountable.

3 This definition aligns with the CCIR/CISRO FTC guidance. These Principles apply to all Intermediaries that are authorized to do business within any jurisdiction, whether licensed, registered or exempted from licensing or registration.

The Principles outline professional behaviour and conduct expectations for the fair treatment of Customers:

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1. Compliance / Outcomes

Intermediaries must comply with all applicable laws, regulations, rules and regulatory codes to which they are subject.

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2. Customers’ Interests

Intermediaries are expected to place Customers’ interests ahead of their own. This includes when an Intermediary is developing, marketing, recommending, distributing and servicing products.

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3. Conflicts of Interest

Intermediaries are expected to identify, disclose and manage any actual or potential conflict of interest that is associated with a transaction or recommendation. They are expected to avoid entering into or pursuing agreements for which conflicts of interest cannot be managed, or if they interfere with the fair treatment of Customers.

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4. Advice

When providing advice to or for a Customer, Intermediaries are expected to seek appropriate information from the Customer in order to understand and identify their unique needs. Intermediaries are expected to provide objective, accurate and thorough advice that enables the Customer to make an informed decision. Advice is expected to be suitable for the needs of the Customer based on the Customer’s disclosed circumstances.

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5. Disclosure

Intermediaries are expected to provide Customers with objective, appropriate, relevant, timely and accurate information and explanations so that they can make informed decisions. Intermediaries are expected to:

  • Properly disclose the information to all necessary parties, including the insurer; and
  • Disclose information and explanations in a manner that is clear and understandable for Customers, regardless of the distribution model or medium used.
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6. Product and Service Promotion

Intermediaries are expected to ensure that products and services are promoted in a clear and fair manner. Regardless of the distribution model or medium used, Intermediaries are expected to ensure that promotions are not misleading, and are easy to understand. Product promotions are expected to disclose all necessary and appropriate information.

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7. Claims, Complaints Handling, and Dispute Resolution

Intermediaries are expected to handle or cooperate in the handling of claims, complaints and disputes in a timely and fair manner.

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8. Protection of Personal and Confidential Information

Intermediaries are expected to take necessary and appropriate measures to protect and manage personal and confidential information. They must comply with all applicable privacy legislation.

Customers should be confident that Intermediaries:

  • Only collect and retain information that is necessary and appropriate for the fulfillment of the service or product provided; and
  • Use and disclose the information only for purposes and for the duration for which the Customer has given consent or as required by law.
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9. Competence

Intermediaries are expected to maintain an appropriate level of professional knowledge, and should stay current through continuing education to ensure the fair treatment of Customers. Where applicable, continuing education requirements must be fulfilled. Intermediaries are expected to not misrepresent their level of competence or conduct business beyond their level of professional knowledge and experience, and duties must match training/education.

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10. Oversight

Intermediaries with contractual or regulatory oversight obligations are also responsible for the conduct of any employee or third party involved in the marketing, distribution or servicing of an insurance product. Intermediaries are expected to have tools at their disposal such as policies and procedures, training and control mechanisms to ensure the fair treatment of Customers is achieved in relation to their oversight obligations.

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Excalibur Compensation Disclosure – Commercial

Thank you for your business. As your Independent Insurance Broker, we purchase insurance products and services on your behalf that are available, affordable and understandable.

Our role is to provide you with the best insurance value that combines coverage, service and price. We also provide personalized, quality service that includes professional insurance advice, ongoing policy maintenance and claims support. When any issue arises regarding your insurance coverage, we are your advocate, using our professional experience to best represent your individual interest.

Brokerage compensation is part of your insurance premium. For your benefits, we have listed below Commercial Insurers that we represent and have included the range of compensation each provides as a percentage of your overall premium.

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* May be eligible for Contingent Commission

This commission percentage is paid annually for both new and renewal business.

Should there be an increase in the commission schedule we receive from your insurer, or, any other material change that affects compensation arrangement we will notify you.

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 (Profit) Commission contract. Payment of this Contingent (Profit) Commission may depend on a combination of growth, profitability, (loss ratio), volume retention and increased services that we provide on behalf of the Insurer. Contingent (Profit) Commissions is not guaranteed. For detailed information on Contingent Commissions please go to the individual company’s website.

We have received financial assistance from insurance companies over the years to help us achieve certain goals. Currently, Definity Financial Corp. has a majority equity position in our brokerage.

Your Insurer will be providing you with a Consumer Code of Rights and Responsibilities, which will be forwarded to you with your property policy. If you have any questions regarding this or any other aspect of your insurance please contact us.

Excalibur Compensation Disclosure – Automobile

Thank you for your business. As your Independent Insurance Broker, we purchase insurance products and services on your behalf that are available, affordable and understandable.

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Our role is to provide you with the best insurance value that combines coverage, service and price. We also provide personalized, quality service that includes professional insurance advice, ongoing policy maintenance and claims support. When any issue arises regarding your insurance coverage, we are your advocate, using our professional experience to best represent your individual interest.

Brokerage compensation is 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.

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* May be eligible for Contingent Commission
**Commission is capped at $250.00 or 7%

This commission percentage is paid annually for both new and renewal business.

Should there be an increase in the commission schedule we receive from your insurer, or, any other material change that affects compensation arrangement we will notify you.

We have received financial assistance from insurance companies over the years to help us achieve certain goals. Currently, Definity Financial Corp. has a majority equity position in our brokerage.

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 (Profit) Commission contract. Payment of this Contingent (Profit) Commission may depend on a combination of growth, profitability, (loss ratio), volume, retention and increased services that we provide on behalf of the Insurer. Contingent (Profit) ommissions is not guaranteed. For detailed information on Contingent Commissions please go to the individual company’s website.

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Excalibur Compensation Disclosure – Property

Thank you for your business. As your Independent Insurance Broker, we purchase insurance products and services on your behalf that are available, affordable and understandable.

Our role is to provide you with the best insurance value that combines coverage, service and price. We also provide personalized, quality service that includes professional insurance advice, ongoing policy maintenance and claims support. When any issue arises regarding your insurance coverage, we are your advocate, using our professional experience to best represent your individual interest.

Brokerage compensation is part of your insurance premium. For your benefits, 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.

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* May be eligible for Contingent Commission

This commission percentage is paid annually for both new and renewal business.

Should there be an increase in the commission schedule we receive from your insurer, or, any other material change that affects compensation arrangement we will notify you.

We have received financial assistance from insurance companies over the years to help us achieve certain goals. Currently, Definity Financial Corp. has a majority equity position in our brokerage.

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 (Profit) Commission contract. Payment of this Contingent (Profit) Commission may depend on a combination of growth, profitability, (loss ratio), volume retention and increased services that we provide on behalf of the Insurer. Contingent (Profit) Commissionsis not guaranteed. For detailed information on Contingent Commissions please go to the individual company’s website.