Customer Service Policy
Providing Goods and Services to People with Disabilities
1. Our Mission
Delivering peace of mind to Brokers and Policyholders through exceptional insurance and unmatched service.
2. Our Commitment
In fulfilling our mission, Norfolk Mutual Insurance Company is committed to providing its services in a way that respects the dignity and independence of people with disabilities. We are also committed to giving people with disabilities the same opportunity to access our services and allowing them to benefit from the same services, in the same place and in a similar way as other customers.
3. Providing services to people with disabilities
Norfolk Mutual Insurance Company is committed to excellence in serving all customers including people with disabilities and we will carry out our functions and responsibilities in the following areas:
We will communicate with people with disabilities in ways that take into account their disability.
We will train staff who communicate with customers on how to interact and communicate with people with various types of disabilities.
b) Telephone services
We are committed to providing fully accessible telephone service to our customers. We will train staff to communicate with customers over the telephone in clear and plain language and to speak clearly and slowly.
We will offer to communicate with customers by email if telephone communication is not suitable to their communication needs or is not available.
c) Assistive Devices
We are committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our services. We will ensure that our staff are trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our services.
We are committed to providing accessible correspondence to all of our customers. For this reason, correspondence will be provided in the following formats upon request: hard copy, large print and email.
4. Use of service animals and support persons
We are committed to welcoming people with disabilities who are accompanied by a service animal on the parts of our premises that are open to the public and other third parties. We will also ensure that all staff, volunteers and other dealing with the public are properly trained in how to interact with people with disabilities who are accompanied by a service animal.
We are committed to welcoming people with disabilities who are accompanied by a support person. Any person with a disability who is accompanied by a support person will be allowed to enter Norfolk Mutual Insurance Company’s premises with his or her support person. At no time will a person with a disability who is accompanied by a support person be prevented from having access to his or her support person while on our premises.
5. Notice of temporary disruption
Norfolk Mutual Insurance Company will provide customers with notice in the event of a planned or unexpected disruption in the facilities or services in the event of a planned or unexpected disruption in the facilities or services usually uses by people with disabilities. This notice will include information about the reason for the disruption, the anticipated duration, and a description of alternative facilities or services, if available.
This notice will be posted on our website www.norfolkmutual.com and notice will be placed at the public entrance on our premises.
6. Training for staff
Norfolk Mutual Insurance Company will provide training to all employees, Directors and others who deal with the public or other third parties on their behalf, and all those who are involved in the development and approval of customer service policies, practices and procedures.
This training will be provided to all new staff members within a six month period calculated from the commencement of their duties.
Training will include the following:
The purpose of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of 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 an assistive device or require the assistance of a service animal or a support person
What to do if a person with a disability is having difficulty in accessing Norfolk Mutual Insurance Company’s services
Norfolk Mutual Insurance Company’s policies, practices and procedures relating to the customer service standard.
Applicable staff will be trained on policies, practices and procedures that affect the way goods and services are provided to people with disabilities. Staff will also be trained on an ongoing basis when changes are made to these policies, practices and procedures.
7. Feedback process
The ultimate goal of Norfolk Mutual Insurance Company is to meet and surpass customer expectations while serving customers with disabilities. Comments on our services regarding how well those expectations are being met are welcome and appreciated.
Feedback regarding the way Norfolk Mutual Insurance Company provides service to people with disabilities can be made verbally or by email directed to firstname.lastname@example.org. All feedback will be directed to Tammara Lynch, President and CEO of Norfolk Mutual Insurance Company. Customers can expect to hear back within five business days.
8. Modifications to this or other policies
We are committed to developing customer service policies that respect and promote the dignity and independence of people with disabilities. Therefore, no changes will be made to this policy before considering the impact on people with disabilities.
9. Questions about this policy
This policy exists to achieve service excellence to customers with disabilities. If anyone has a question about the policy, or the purpose of a policy is not understood, an explanation will be provided by the President/CEO of Norfolk Mutual Insurance Company.
Dated this 20th day of December, 2011.
President and CEO
Norfolk Mutual Insurance Company