What you should expect from an insurance broker
When working with an Ontario insurance broker, you should receive clear, professional and fair service. Information about the products being discussed, important limitations, conflicts of interest and how the intermediary is compensated should be provided in a way you can understand.
You should also be told how to ask questions, make a complaint and escalate a concern. For auto insurance matters, Ontario’s Financial Services Regulatory Authority publishes additional consumer guidance.
Your responsibilities as a client
Insurance recommendations and policy terms depend on accurate information. You are responsible for:
- Providing complete and truthful information when applying for or renewing coverage
- Reviewing policy documents and asking about anything you do not understand
- Paying premiums when due
- Telling your broker promptly about changes that may affect the risk
- Participating in complaint or claims processes in good faith
Questions or complaints
Start by contacting Westoak so the concern can be reviewed. Describe the policy or transaction, the result you expected and the outcome you are requesting. Keep copies of relevant correspondence, applications and policy documents.
You may also consult RIBO’s consumer information and complaints resources. The official sources below provide the current standards and escalation options; they take precedence if this summary becomes outdated.
Keep the official consumer documents available
The RIBO Fact Sheet provides a concise reference for working with a registered insurance broker. The CISRO Principles of Conduct describe broader expectations for insurance intermediaries, including integrity, competence, disclosure, conflicts and protection of client information. Use the current official sources listed below when you need to verify a right, responsibility or complaint route.