Privacy Policy

This privacy policy is a statement of the general principles we at ENCORE GROUP apply to the handling of personal information. We want our clients, potential clients, employees, representatives, and business partners to be aware of how and why we handle personal information.

This policy applies to Encore Insurance Services Inc.

ENCORE GROUP is committed to protecting your privacy and the confidentiality of your personal information. In order to comply with privacy legislation, the ENCORE GROUP has developed this Privacy Policy. Any personally identifiable information about a customer* is considered personal information (“Personal Information”) and will be treated in accordance with this Privacy Policy.

ENCORE GROUP will only collect, use, and disclose Personal Information for the following purposes: In this Privacy Policy, the following list of identified purposes will be referred to as the “Identified Purposes”.

• Offering and providing insurance and financial products and services to you.
• Establishing and maintaining communications with you.
• Verifying your identity and the accuracy of your Personal Information with government agencies, industry associations, brokers or insurers.
• Analyzing and assessing risks on a prudent basis.
• Determining and facilitating your payment of fees and premiums.
• Investigating and paying claims.
• Detecting and preventing fraud or other illegal activities.
• Compiling statistics.
• Complying with the law or the requests of law enforcement agencies or regulators.
• Notifying you or allowing our affiliated companies to notify you of certain products or services offered by us, or our affiliated companies.

Your knowledge and consent of ENCORE GROUP’s collection, use, and disclosure of your Personal Information is critical. We rely on the following actions by you as indications of your consent to our existing and future Personal Information practices:

• Your voluntary provision of Personal Information directly to ENCORE GROUP or through an insurance broker or representative for the purpose of acquiring an insurance contract or financial service or product (including information previously provided to ENCORE GROUP);
• Your express consent or acknowledgement contained within a written, verbal, or electronic application process.
• Your consent solicited by ENCORE GROUP (or our agent) for a specified purpose.
• Your receipt of this Privacy Policy until you notify Encore Group of a withdrawal of this consent.
• Your consent given through your authorized representative, such as a legal guardian, agent, or holder of a power of attorney.

Subject to certain legal or contractual restrictions and reasonable notice, you may withdraw this consent at any time. ENCORE GROUP will inform you of the consequences of withdrawing your consent. In some cases, refusing to provide certain Personal Information or withdrawing consent for ENCORE GROUP to collect, use, or disclose your Personal Information could mean that we cannot provide you with insurance coverage or other requested products, services, or information. If you wish to withdraw your consent to be notified of marketing initiatives, please call 519-579-9478.

ENCORE GROUP will maintain your Personal Information as accurate, complete, and up-to-date as necessary for the Identified Purposes.

ENCORE GROUP will protect your Personal Information with security safeguards appropriate to the sensitivity of the information. Safeguards will vary depending on the sensitivity, format, location, and storage of the Personal Information.

ENCORE GROUP is responsible for all Personal Information under its control and has designated a Privacy Officer who is accountable to our Leadership Team for ENCORE GROUP compliance with this Privacy Policy.

If you have any questions about this Privacy Policy or your Personal Information, please call us at 519-579-9478. When you call us, we may confirm your identity by asking you to confirm certain Personal Information, and you may be directed to send us certain requests in writing.

ENCORE GROUP will only collect, use, or disclose Personal Information that is necessary for the Identified Purposes or as required by law. If we require Personal Information for any other purpose, you will be notified of the new purpose, and subject to your consent, that new purpose will become an Identified Purpose. ENCORE GROUP will only collect Personal Information by fair and lawful means. We will retain Personal Information only as long as is necessary for the fulfillment of the Identified Purposes.

If you are not satisfied with ENCORE GROUP’s response to a privacy-related inquiry or complaint, you may contact the Office of the Privacy Commissioner of Canada during business hours at 1-800-282-1376 or at www.priv.gc.ca/en/ or, if located in Alberta, you may contact the Information and Privacy Commissioner of Alberta at 1-888-878-4044 or at www.oipc.ab.ca. We do not sell our customer lists or other personal information.

Insurance companies, along with the brokers and agents who sell home, auto, and business insurance, are 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 your insurer and the insurance laws in your province. With rights, however, come responsibilities, including, for example, the expectation that you will provide complete and accurate information to your insurer. Your policy outlines other important responsibilities. Insurers and their distribution networks and governments also have important roles to play in ensuring that your rights are protected.

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 it will meet your needs. You also have the right to know how insurers calculate prices based on relevant facts. You have the right to ask who is providing compensation to your broker or agent for the sale of your insurance. Your broker or agent will provide information detailing for you how he/she is paid, by whom, and in what ways. Insurance companies will disclose their compensation arrangements with their distribution networks. Brokers and agents are committed to providing information relating to ownership, financing, and other relevant facts.

To safeguard your right to purchase appropriate coverage at a competitive price, you should ask questions about your privacy policy so that you understand what it covers and what your obligations are under it. You can access information through brochures and websites, as well as through a one-on-one meeting with your broker, agent, or company representative. You have the option to shop the marketplace for the combination of coverage and service levels that best suit your insurance needs. To maintain your protection against loss, you must promptly inform your insurance company, broker, or agent of any change in your circumstances.

Insurance companies and their brokers and agents are committed to high standards of customer service. If you have a complaint about the service you have received, you have the right to access your company’s complaint resolution process. Your insurer, agent, or broker can provide you with information about how you can ensure that your complaint is heard and promptly handled. The independent General Insurance OmbudService may handle disputes involving claims settlement matters where your complaint may be referred to an independent mediator.

You should always enter into the dispute resolution process in good faith, provide the required information in a timely manner, and remain open to recommendations made by independent observers as part of that process.

You have the right to deal with an insurance professional who exhibits a high ethical standard, which includes acting with honesty, integrity, fairness, and skill. Brokers and agents must exhibit extensive knowledge of the product, its coverages, and its limitations in order to best serve you. For more information, please visit the Insurance Brokers Association of Ontario website.

Because it is important for you to disclose any and all information required by an insurer to provide the insurance coverage that best suits you, you have the right to know that your information will be used for the purpose set out in the privacy statement made available to you by your broker, agent or insurance representative. This information will not be disclosed to anyone except as permitted by law. You should know that insurers are subject to Canada’s privacy laws.