Accessibility Plan and Policy
Chubb Canada includes Chubb Insurance Company of Canada, the Canadian branch of Federal Insurance Company, and Chubb Life Insurance Company of Canada.
Statement of Commitment
Chubb Canada is committed to providing a barrier-free environment for all of our clients, suppliers, business partners, employees, and any other individuals who may enter our premises, access our information, or rely on our services. We are committed to making every reasonable effort to ensure that people with disabilities are treated with dignity and respect in a manner that upholds their independence. We are also committed to providing people with disabilities with the same opportunity to access our products and services and employment opportunities.
We have conducted employee training, addressed physical and non-physical barriers, and implemented the following policy and multi-year accessibility plan for achieving a barrier-free environment.
Accessibility Plan and Policy
At Chubb Canada, accessible customer service is important. Our organization works to provide services in a way that respects the dignity and independence of persons with disabilities.
Chubb Canada will strive to ensure that its policies, practices and procedures are consistent with the following core principles as outlined in the Accessibility for Ontarians with Disability Act, 2005 (“AODA”):
Dignity – Services are provided in a respectful manner consistent with the needs of the individual.
Independence – Services for persons with disabilities shall support their independence while respecting their right to safety and personal privacy.
Integration – Allows persons with disabilities to fully benefit from the same services, in the same place and in the same or similar manner as other customers.
Equal Opportunity – Persons with disabilities must be given an opportunity equal to that given to others to obtain, use and benefit from goods and services.
Chubb Canada is committed to servicing all customers, suppliers, and employees, including persons with disabilities, as follows:
Information and Communication
Chubb Canada is committed to meeting the communication needs of people with disabilities. We will consult with these individuals to determine each of their unique information and communication needs. Additionally, we will communicate with persons with disabilities in ways that take their disability into account and will ensure that personnel are trained on how to interact and communicate appropriately.
Chubb Canada’s website and all its contents comply with WCAG2.0, Level A.
Chubb Canada is committed to providing fully accessible telephone service to persons with disabilities. Chubb Canada will ensure that personnel are trained to communicate over the telephone in clear, plain language and to speak clearly and slowly. Chubb Canada will offer to communicate with persons with disabilities by email if telephone conversation is not suitable for their needs or is not available.
Assistive Devices, Service Animals, and Support Persons
Chubb Canada is committed to servicing persons with disabilities who use assistive devices, service animals, or support persons to obtain, use or benefit from our products and services.
Chubb Canada welcomes persons with disabilities and their support persons or service animals to our premises and allows them to keep their support persons or service animal with them.
Notice of Temporary Disruption
Chubb Canada will provide notice to the public on its website when there is a temporary disruption in services. This notice will include information about the reason for the disruption, its anticipated duration and a description of alternative services that may be available. In the case of unplanned temporary disruption, notice will be provided as soon as possible after the occurrence.
Accessible Emergency Information
Chubb Canada is committed to providing customers and clients with publicly available emergency information in an accessible way, upon request. We will also provide employees with disabilities with individualized emergency response information when necessary.
Training of Employees
Chubb Canada has provided training, and will continue to ensure that training is provided, to all persons that deal with the public or third parties on our behalf, and all those that are involved in the development of Chubb’s policies, practices and procedures. Training will include the following:
- The purpose of the AODA and the requirements of the Customer Service Standard.
- How to interact and communicate with persons with various types of disabilities.
- How to interact with persons with disabilities who use an assistive device or require the assistance of a service animal or support person.
- How to use any assistive device provided by Chubb Canada.
- What to do if a person with accessibility is having difficulty in accessing Chubb Canada’s products and services.
- Chubb Canada’s policies, practices and procedures relating to the Customer Service Standard.
Ongoing training will be provided with respect to any changes to Chubb Canada’s policies.
Employment
Chubb Canada is committed to fair and accessible employment practices. We will accommodate people with disabilities during the recruitment and assessment processes and when people are hired. We have processes for developing individual accommodation plans and return-to-work options for employees that have been absent due to a disability. We also have processes for ensuring the accessibility needs of employees with disabilities are taken into account during performance management, career development, and redeployment processes.
Feedback Process
Feedback on Chubb Canada’s products, services, policies, and procedures are both welcomed and appreciated. We are committed to ensuring that our processes for receiving and responding to feedback are accessible to persons with disabilities, by providing, or arranging for, accessible formats and communications supports upon request. Please see where to direct your feedback for each of the following communication formats below:
Online: Contact Us
Phone: Contact Chubb Canada’s Compliance Officer at 416-594-3005 or between 8:30 a.m. and 5:00 p.m. EST, Monday through Friday.
Writing/In Person: Direct your feedback to the address below:
Chubb Canada
199 Bay Street, Suite 2500,
P.O. Box 139, Commerce Court Postal Station
Toronto, ON, M5L 1E2
Attention: Compliance Officer
Availability of Documents
All documents required by the Customer Service Standard, including Chubb Canada’s Accessibility Policy, notice of planned temporary disruptions, training records, and the written feedback process are available upon request, subject to all applicable laws.