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Accessability and Customer Satisfaction

Accessability and Customer Satisfaction

AIG Insurance Company of Canada (the “Company”) is committed to providing insurance products and services to people with disabilities in a way that respects their dignity and independence by:

  • giving people with disabilities the same opportunity to access the Company’s insurance products and services and allowing them to benefit from the same services, in the same place and in a similar way as other customers;
  • ensuring that staff members are trained and are familiar with various assistive devices that may be used by customers with disabilities while accessing the Company’s insurance products and services;.
  • making available documents related to the Accessibility Standard for Customer Service upon request to the Company’s Ombudsman and in a format that takes into account the customer's disability; and
  • communicating with people with disabilities in ways that take into account the individual’s disability
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Customers who wish to provide feedback on the way the Company provides its insurance products and services to people with disabilities can contact the Ombudsman.  If complaints are received, these will be addressed according to the procedure outlined in the Company’s Complaint Resolution Policy.

The Ombudsman may be contacted at the following address:

Ombudsman
AIG Insurance Company of Canada
120 Bremner Boulevard, Suite 2200
Toronto, ON M5J 0A8
Email: AIGCanadaOmbudsman@aig.com
Toll-free: 1-800-387-4481
Facsimile: (416) 596-3006

Upon request to the Ombudsman at the above address, the Company will provide or arrange for the provision of accessible formats and communication supports for persons with disabilities, including as part of the feedback process established above.  Such accessible formats and/or communication supports will be provided in a timely manner that takes into account the customer’s accessibility needs due to disability and at a cost that is no more than the regular cost charged to other persons (if any).  The Company will consult with the individual making the request in determining the suitability of an accessible format or communication support.

A copy of the Company’s Multi-Year Accessibility Plan and Accessible Customer Service Program Overview documents will be provided upon request in an accessible format.