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Josslin Insurance is committed to treating all people in a way that allows them to maintain their dignity and independence. We are committed to meeting the needs of people with disabilities and will do so by preventing and removing barriers to accessibility and meeting accessibility requirements under the Accessibility for Ontarians with Disabilities Act, 2025 (AODA) and Ontario’s accessibility laws. Obligations under the AODA and its accessibility standards do not substitute or limit obligations under the Ontario Human Rights Code or obligations to people with disabilities under any other law.
Josslin Insurance is committed to excellence in customer service and providing services and facilities to all customers including people with disabilities. Our accessible customer service policies are consistent with the principles of independence, dignity, integration and equality of opportunity for people with disabilities. Additionally, Josslin Insurance commits to the following:
Communication: We will communicate with people with disabilities in ways that consider their disability. We will train our employees on how to interact and communicate with people with various types of disabilities, including providing materials in accessible formats or using communication supports. Telephone: We are committed to providing fully accessible telephone service to our customers. We will train our employees 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 e-mail, fax, or relay services if telephone communication is not suitable to their communication needs or is not available. 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 employees are trained and familiar with various assistive devices that may be used by customers or visitors with disabilities while accessing our services or premises.
Billing: We are committed to providing accessible invoices to all of our customers. Invoices can be provided in the following formats upon request: e-mail, hard copy or large print. We will answer any questions customers may have about the content of the invoice in person, by telephone or e-mail.
Service Animals: 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 employees dealing with the public are properly trained on how to interact with people with disabilities who are accompanied by a service animal. Support Person: 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 Josslin Insurance premises with their support person. At no time will a person with a disability who is accompanied by a support person be prevented from having access to their support person while on our premises. The support person may assist the insured individual however, any decisions related to the policy/services must be made by the insured themselves or a legal representative authorized to act on the insured individual’s behalf. Notice of Temporary Disruption: Josslin Insurance will provide customers with notice in the event of a planned or unexpected disruption in the facilities or services usually used by people with disabilities. This notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available. The notice will be placed at all public entrances and service counters on our premises. Training for Staff: Josslin Insurance will provide training to all employees. This training will be provided within the first 3 months of employment.
Training will include the following:
Feedback Process: Feedback regarding the way Josslin Insurance provides services to people with disabilities can be made verbally, by e-mail, fax or through our website. All feedback will be directed to the Director of Operations. Customers can expect to hear back within 5 business days.
Website: Our website and content conform with WCAG 2.0, Level AA. Accessible Emergency Information: Josslin Insurance is dedicated to ensuring the health and safety of all employees, volunteers, visitors, customers and guests. We will provide publicly available emergency information in an accessible format upon request. We will also provide employees with disabilities with individualized emergency response information when necessary.
Josslin Insurance is committed to fair and accessible employment practices. We will notify the public and staff that, when requested, we will accommodate disabilities during recruitment and assessment processes and when people are hired. If needed, we will create an individual accommodation plan and/or workplace emergency information for any employees who have a disability. Our performance management, career development, redeployment, and return-to-work processes will accommodate for the accessibility needs of employees with disabilities.
Josslin Insurance will work to meet the Accessibility Standards for the Design of Public Spaces when building or making major modifications to public spaces. Public spaces include:
Information and Communications
Josslin Insurance provides information and communication materials in accessible formats or with communication supports when requested and as reasonable and available, based on a person’s needs and considering their disability. This includes publicly available information about our services, facilities, and emergency and safety information (i.e. transcribed instructions versus verbal instructions for a hearing-impaired customer).
Josslin Insurance develops customer service policies that respect and promote the dignity and independence of people with disabilities. Any new policies or changes to existing policies consider the impact to people with disabilities. Any policy that does not respect and promote the dignity and independence of people with disabilities, is modified or removed.
This policy exists to help achieve service excellence for people with disabilities. If anyone has a question about the policy, or if the purpose of a policy is not understood, inquiries should be referred to the Director of Operations of Josslin Insurance.
Accessible formats of this document are available for free upon request.