Providing Goods and Services to People with Disabilities

Munich Reinsurance Company of Canada & Temple Insurance Company (“MROC/Temple”) is committed to excellence in serving all of our customers, including individuals with disabilities.

This Accessible Customer Service Plan is intended to meet the requirements of the Accessibility for Ontarians with Disabilities Act, 2005 (the “AODA”) and the Accessibility Standards for Customer Service, Ontario Regulation 429/07.

Assistive devices

MROC/Temple is committed to serving the needs of individuals who have disabilities and who use assistive devices to obtain, use or benefit from our services. We will use our best efforts to accommodate all assistive devices. However, if necessary, we will use alternate methods to provide service to customers with disabilities in a manner that takes their disability into consideration.

Communication

MROC/Temple will communicate with individuals who have disabilities in ways that take into account their disability-related needs.

Service animals

We welcome individuals with disabilities and their service animals. While MROC/Temple does not have any premises in the Province of Ontario which are generally accessible to the public, we will provide our services to individuals who have service animals in a manner which respects their dignity, independence, integration, and equality of opportunity.

Support persons

An individual who has a disability who is accompanied by a support person will be allowed to have that person assist them when accessing our services.  Consent will be obtained from the customer to discuss confidential information with the support person present, prior to any conversation where confidential information is discussed.

Notice of temporary disruption

In the event of a planned or unexpected disruption to our services, MROC/Temple will notify customers promptly. A clear notice will be circulated including information about the reason for the disruption, its anticipated length of time, and a description of alternative services, if available. The notice will be posted electronically in order to provide an opportunity to make alternate arrangements. Where appropriate e-mail notification will be provided as well.

Training for staff

MROC/Temple will provide training to all employees, volunteers and others who deal with the public or other third parties on our behalf.

Training will include:

• An overview of the AODA and the Accessibility Standards for Customer Service, Ontario Regulation 429/07;

• MROC/Temple’s Accessible Customer Service Plan;

• How to interact and communicate with people with disabilities;

• What to do if a person with a disability is having difficulty in accessing MROC/Temple’s goods and services.

Training will also be provided to people involved in the development of policies, plans, practices and procedures related to the provision of our goods and services.
Staff will also be trained when changes are made to this Accessible Customer Service Plan.

Feedback process

Customers who wish to provide feedback on the way MROC/Temple provides goods and services to people with disabilities contact as follows:

Email:               info@mroc.com

Telephone:       416-366-0206 or 1-800-444-5321

Alternate methods of feedback will be available upon request.
Customers can expect a response in seven (7) business days. Complaints will be addressed according to our organization’s regular complaint management procedures.

Notice of availability

MROC/Temple shall notify customers that the documents related to the Accessibility Standard for Customer Service, Ontario Regulation 429/07, are available upon request and in a format that takes into account the customer’s disability. Notification will be given by having this information available on-site, on the website or by any other reasonable method.  Any policy of MROC/Temple that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.