Corporate Policies

Fenchurch General Insurance Company takes its responsibilities as a corporate citizen seriously and believes in sharing with customers our corporate policies that are relevant to them.

By choosing from the menu you can learn about our policies on your right to privacy, our corporate social responsibility, your rights and responsibilities as a consumer, and finally how we compensate brokers who purchase insurance coverage on behalf of their clients.

Our Privacy Policy and Committment to
Protecting Your Privacy

We value your business and thank you for your confidence in choosing our company as your insurer. As a policyholder, you trust us with your personal information. We respect that trust and want you to be aware of our commitment to protect the information you share in the course of doing business with us. Please review our Privacy Policy at your leisure, and contact us if you have any questions.

Privacy downloads:

Open Privacy Policy | Download Privacy Policy

Corporate Social Responsibility

Fenchurch General Insurance Company continues to make positive contributions to the health of our communities.

We are committed to our employees, environment, customers and community.

Community Investment

Fenchurch General Insurance Company respects its obligation to give back to our communities, and supports a number of charitable organizations across the country. 

Fenchurch is a proud supporter of the Canadian Paraplegic Association.

Fenchurch is a passionate supporter of youth athletics. Over the last five years we have financially supported numerous youth teams in soccer, hockey, baseball and basketball.

Customers

We strive to continually improve service to our broker partners and policyholders. We are investing in Canada through initiatives that will improve our processes and tools, as well as streamline and simplify our service delivery.

Fenchurch General Insurance Company's Standards of Business Conduct policy communicates how we do business.

Code Of Consumer Rights & Responsibilities

The staff of Fenchurch General Insurance Company 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 of your province.

Right to be informed

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 how it will meet your needs. You also have a right to know how insurers calculate price based on relevant facts. Under normal circumstances, insurers will advise a customer or the customer's intermediary of changes to, or the cancellation of a policy, at least thirty days prior to the expiration of the policy, if the customer provides information required for determining renewal terms of the policy at least forty-five days prior to the expiration of the policy.

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 or 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.

Responsibility to ask questions and share information

To safeguard your right to purchase appropriate coverage at a competitive price, you should ask questions about your policy so that you can understand what it covers and what your obligations are under it. You can access information through brochures and websites, as well as through one-on-one meetings with your broker, agent, or company representative. You have the option to shop the marketplace for the combination of coverages and service levels that best suits your insurance needs. To maintain your protection against loss, you must promptly inform your insurance company or broker or agent of any change in your circumstances. Information required to determine renewal terms of your policy must be provided at least forty-five days prior to the expiration of the policy.

Right to complaint resolution

Insurance companies, 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 a 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. Consumers may also contact the independent General Insurance OmbudService (www.giocanada.org)

To File A Complaint (PDF Document)

How Brokers Are Compensated

Fenchurch General Insurance Company provides insurance to the public through independent brokers across Canada.

As an insurer, Fenchurch General Insurance Company has agency contracts with insurance brokers who provide advice and purchase insurance cover on their client's behalf. We take great care to ensure that brokers who are under contract to us will operate to the highest professional standards. They earn their brokerage compensation as part of the insurance premium paid in the form of a commission. Brokers have a duty to disclose their commission earnings on a given policy to their client if so requested. The standard commissions paid by Fenchurch General Insurance Company are between 5% and 20%.

Fenchurch General Insurance Company may from time to time enter into non-standard arrangements which could have compensation terms that fall outside these ranges.

Contingent Profit Commissions (CPC)

As part of our contracts with brokers/agents, Fenchurch General Insurance Company recognizes broker efforts through the potential payment of Contingent Profit Commissions. CPC payments are not guaranteed and are based on a share of the profitability of business submitted by the broker over an extended period - typically 3 years.

Profitability is measured by comparing premium revenue against expenses (claims cost, broker commission, staff salaries and premises costs etc).

Other Services

A small number of Fenchurch General Insurance Company brokers carry out additional services on our behalf. These may include data entry, processing claims payments and conducting site surveys. This additional work is compensated by payment of an agreed fee or commission. If you have any queries, please click here to contact us, or contact your insurance broker.