Wayfarer Insurance Brokers Ltd. and its divisions are committed to excellence in serving all customers including people with disabilities.

We believe that people with disabilities should receive the same quality of service as any other customer. We will take into account an individual’s disability when providing services. We respect the principles of independence, integration, dignity and equal opportunity for all of our customers.

Assistive devices

We will ensure that our staff is trained and familiar with various assistive devices we have on site or that we provide that may be used by customers with disabilities while accessing our services.

Communication

We will communicate with people with disabilities in ways that take into account their disability.

Service animals

We welcome people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the public.

Support persons

A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises.

Notice of temporary disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, Wayfarer Insurance Brokers Ltd. will notify customers promptly. This clear posted notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available.

Services/Facilities include:

  • Wayfarer Insurance Brokers Ltd., 308 Bay St., Beaverton, ON L0K 1A0
  • Lant Insurance Brokers, 37 Sandiford Drive, Stouffville, ON L4A 7X5
  • Explorer RV Club, 328 Mill St., Unit 11, Box 800, Beaverton L0K 1A0

This notice will be made publicly available at the following locations, as applicable:

  • Wayfarer Insurance Brokers Ltd., 308 Bay St., Beaverton, ON L0K 1A0
  • Lant Insurance Brokers, 37 Sandiford Drive, Stouffville, ON L4A 7X5
  • Explorer RV Club, 328 Mill St., Unit 11, Box 800, Beaverton L0K 1A0

Training

Wayfarer Insurance Brokers Ltd. will provide accessible customer service training to employees, volunteers and others who deal with the public or other third parties on our behalf. 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.

Individuals in the following positions will be trained:

  • Receptionists/Administrative Assistants
  • Licensed brokers
  • Underwriters
  • Supervisors/Managers

New staff will be trained on Accessible Customer Service within 1 month after being hired.

Training will include:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard.
  • Wayfarer Insurance Brokers’ plan related to the customer service standard.
  • How to interact and communicate with people with various types of disabilities.
  • How to interact with people with disabilities who use and assistive device or require the assistance of a service animal or a support person.
  • How to use the equipment or devices available on-site or otherwise that may help with providing goods or services to people with disabilities.
  • What to do if a person with a disability is having difficulty in accessing Wayfarer’s goods and services

Staff will also be trained when changes are made to our accessible customer service plan.

Feedback process

Customers who wish to provide feedback on the way Wayfarer provides goods and services to people with disabilities can provide feedback in the following ways:

  • By email: Stacie O’Neill, HR Generalist, soneill@wayfarerinsurance.com
  • Telephone 1-800-461-0318
  • By letter: Wayfarer Insurance Brokers Ltd., 308 Bay St., Box 160, Beaverton, ON L0K 1A0 Attn: Stacie O’Neill

All feedback, including complaints, will be handled in the following manner:

  • Reviewed by the HR Generalist
  • Reviewed with the appropriate supervisor or manager
  • In serious cases, reviewed with the Chief Operating Officer
  • Next steps will be determined to correct the issue or prevent it from recurring in the future.

Customers can expect to hear back in 3 business days.

Notice of availability

Wayfarer Insurance Brokers Ltd. will notify the public that our documents related to customer service, are available upon request by posting a notice in the following location(s):

308 Bay St., Beaverton, ON L0K 1A0

37 Sandiford Drive, Suite 100, Stouffville, ON L4A 7X5

328 Mill St., Unit 11, Box 800, Beaverton, ON L0K 1A0

Modifications to this or other policies

Any policy, practice or procedure of Wayfarer Insurance Brokers Ltd. that does not respect and promote the principles of dignity, independence, integration and equal opportunity for people with disabilities will be modified or removed.