Protecting the confidentiality of your personal information has always been an important part of the way we do business. To ensure that we protect your privacy, Norfolk Mutual Insurance Company has adopted a Privacy Code. This Code sets out how and why we collect and use personal information about our customers. It also explains limited circumstances under which we may need or be required to disclose it.
“Personal information” means information that identifies you as a specific individual. It does not include the sort of general information that could be found in a business directory or a telephone book.
Effective January 1, 2004, the Government of Canada has implemented the last phase of the Personal Information Protection and Electronic Act (PIPEDA). This Federal statute applies to insurance companies and many other industry sectors.
This legislation establishes rules & principles for the use & disclosure of personal information based on the 10 privacy principles developed by the Canadian Standards Association. These principles recognize that we live in an era when commercial information is exchanged & circulated by electronic means. It balances the individual’s right to privacy in their personal information with the reasonable need of organizations to collect, use or disclose personal information.
Under certain circumstances we need to collect information to assist us in adjusting or investigating a claim. This may involve the use of licensed & regulated independent insurance adjusters or investigators. We will always collect personal information by fair & lawful means.
Personal information will not be used or disclosed for purposes other than for which it was collected, except with your consent or as permitted or required by law. Your personal information will be retained only as long as it is necessary to fulfill those purposes.
Norfolk Mutual Insurance Company may disclose a customer’s personal information to the following organizations:
a) Another insurance company for the reasonable provision of insurance services. This may include another insurance company that is subscribing to the risk insured under our policy.
b) Another person or corporation as part of conducting business. This may include a reinsurance company, subject to that corporation agreeing to manage personal information in accordance with these privacy principles;
c) A person or corporation that is involved in supplying us with claims support services. This may include a licensed independent insurance adjuster or investigator, or a fire or forensic expert or engineer.
d) A medical or rehabilitation specialist or assessment clinic that is providing an opinion to us to our rights & obligations under the Insurance Act.
e) A company or an individual employed by Norfolk Mutual Insurance Company to perform data processing, accounting, actuarial or statistical functions on our behalf;
f) A person or corporation involved in the development, enhancement, marketing or provision of our insurance products & services. This may include an insurance broker or agent.
g) An agent used by Norfolk Mutual to evaluate your creditworthiness or to collect an outstanding account. This may include credit grantors & reporting agencies;
h) A public authority or agent of a public authority, if the information is required to comply with a provincial or federal statute or regulation.
i) A law enforcement agency, where our customer consents to such disclosure or disclosure is required by law or emergency.
Norfolk Mutual Insurance Company does not provide or sell its customer lists to any outside Company for use in marketing or solicitation. Only employees with a business “need to know”, or those whose duties require it, are granted access to personal information about our customers.
We keep personal information only as long as it remains necessary or relevant for the identified purposes or as required by law. Personal information that is no longer necessary or relevant for the identified purposes or required to be retained by law is destroyed, erased or made anonymous.
Norfolk Mutual Insurance Company makes every effort to ensure that personal information about its customers is as accurate, complete & up-to-date as is necessary for the purposes for which it was collected.
This may require contact with your insurance broker to confirm or update personal information required for underwriting purposes. In addition, the Insurance Act & the terms & conditions of your policy of insurance may require you to notify us of material changes to your personal information.
If you have any questions about the accuracy & completeness of the personal information that we have collected or retained, please do not hesitate to contact our privacy officer. If you need to update some aspect of your personal information, please contact your insurance broker/agent directly.
Norfolk Mutual Insurance Company takes steps to protect personal information with security safeguards appropriate to the sensitivity of the information.
Specifically, we have stringent security measures in place to protect personal information against such risks as loss or theft, computerhackers, unauthorized access, disclosure, copying, use, modification or destruction.
Norfolk Mutual Insurance protects your personal information regardless of the format in which it is held. We also protect personal information we disclose to third parties by contractual agreements stipulating the confidentiality of the information and the purposes for which it is to be used.
All our employees with access to personal information are required as a condition of their employment to respect the confidentiality of personal information.
Norfolk Mutual Insurance pursues a policy of openness about the procedures it uses to manage personal information. We will make specific information about our policies & practices relating to the management of their personal information available to customers upon request.
We ensure openness by providing you with the following information:
a) the title & address of the privacy officer accountable for our compliance with the policy;
b) the name of the individual to whom inquiries or complaints can be forwarded;
c) the means of gaining access to personal information held by our company; and
d) a description of the type of personal information held by Norfolk Mutual Insurance Company, including a general account of its use.
Norfolk Mutual Insurance Company makes information available to help our policyholders exercise informed choices regarding the use of their personal information.
Norfolk Mutual Insurance Company informs its customers of the existence, use, and disclosure of their personal information upon requests & provides access to that information. Our customers are able to challenge or correct the accuracy & completeness of their personal information & have it amended when appropriate. When a request is made in writing, we will inform you in a timely fashion, of the existence, use & disclosure of your personal information & you will be given access to that information.
In order to safeguard your personal information, we may require you to provide sufficient identification information to permit us to authorize access to your file. In certain exceptional situations, we may not be able to provide you with access to all of the personal information we hold.
Exceptions may include information that is prohibitively costly to provide, information that contains references to other individuals, information that cannot be disclosed for legal, security or commercial proprietary reasons, information that is subject to solicitor-client or litigation privilege, or, in certain circumstances, information of a medical nature. If this is the case, Norfolk Mutual will provide the reasons for denying access upon request.
Customers can obtain information or seek access to their individual files by contacting our designated privacy officer at the address of the company.
A customer has the right to challenge Norfolk Mutual’s compliance with the above principles by contacting the privacy officer accountable for our compliance with the policy.
Norfolk Mutual maintains strict procedures for addressing & responding to all inquiries or complaints from its customers about its handling of personal information. We inform our customers about our privacy practices as well as availability of complaint procedures, if necessary.
For more information, please contact our Privacy Officer directly by calling our office at (519) 426-1294
NOTE: To enable us to underwrite your insurance policy and set a fair premium Norfolk Mutual Insurance Company will obtain personal information from CGI, the largest Canadian independent information technology services firm.
For further information or to obtain any CGI report containing your personal information, which you may wish to review, please contact the Help Desk toll free at 1-888-430-9906.