Lant Insurance is committed to excellence in serving all customers including people with disabilities.

Providing Goods and Services to People with Disabilities:

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.
 

Accessibility Compliance Multi-Year Plan:

Requirements

The following is an outline of compliance topics and deadlines organized by section and year.

AODA Customer Service Standard

2011

  • Use of service animals and support persons
  • Notice of temporary disruptions
  • Training
  • Feedback processes for providers of goods and services
  • Availability of documents

IASR Part 1: General Requirements:

2014

  • Establish Accessibility Policies
  • Accessibility Plans
  • Self-Service Kiosks

2015

  • Training

IASR Part 2: Information and Communication Standards

2012

  • Emergency Procedures and Plans

2014

  • Accessible websites and web content

2015

  • Accessible Feedback Processes

2021

  • Accessible websites and web content

IASR Part 3: Employment Standards

2016

  • Recruitment, assessment and selection process
  • Accessible formats and communication supports for employees
  • Employee Accommodation Plans
  • Return to Work Process
  • Performance Management
  • Career Development and Advancement
  • Redeployment

IASR Part 4: Transportation Standard

IASR Part 4.1: Design of Public Spaces Standard

2017

  • Outdoor eating areas
  • Exterior paths of travel
  • Accessible parking
  • Obtaining service
    • Fixed guide queuing
    • Service counters
    • Waiting areas
  • Maintenance

Implementation

The following is an outline of the process that Wayfarer Insurance Brokers Ltd. (“the Company”) will undertake in order to ensure its compliance with the applicable standards and regulations.

Customer Service Standard (AODA)

Wayfarer Insurance Brokers has a written plan outlining its procedures for providing goods and services to people with disabilities. (“Providing Goods and Services to People with Disabilities”) This policy contains statements addressing service animals and support persons, notice of temporary disruptions, training, feedback processes and availability of documents.

Training was previously provided to staff and will be provided to new hires going forward.

Information and Communication (IASR)

Stage 1:

Emergency Procedures and Plans

Wayfarer Insurance does not currently have any employees requiring special notification or assistance in the case of emergencies.

In the event that an employee requires special information or assistance, the assessment form attached in Appendix A will be used to assess the employees’ needs and develop a plan.

Managers will be advised that, in the event that an employee presents a disability of any kind that may require additional emergency information or assistance, the manager should work with the employee to develop a plan, or advise HR if a more complex plan needs to be developed. The Company will strive to remove any barriers and provide helpful information to eliminate problems for each individual during an emergency situation.

Stage 2:

Accessible websites and web content

New website design will comply with WCAG 2.0 Level A requirements for accessibility (http://www.w3.org/TR/WCAG20/). See IASR complete guideline for components that are not required to conform.

Accessible Feedback Processes

Wayfarer Insurance and its subsidiaries have few formal processes in place for feedback. In the event that formal feedback processes are developed in the future, accessibility will be taken into consideration. This includes feedback processes from both customers and employees.

At present, Wayfarer Insurance Brokers Ltd. utilizes a feedback form that is sent to clients to comment on their recent claims experience. This document will be revised to advise clients that this form can be provided in alternative, accessible formats upon request.

Stage 3:

Accessible Websites and web content

New website design will comply with WCAG 2.0 Level AA requirements for accessibility. (http://www.w3.org/TR/WCAG20/). See IASR complete guideline for components that are not required to conform.

General Requirements (IASR)

Stage 1:

Establishment of Accessibility Policies

Wayfarer Insurance Brokers Ltd. is committed to excellence in serving all customers including people with disabilities.

An accessibility policy outlining methods and procedures for compliance will be drafted and introduced across the company. The policy will be available and provided in an accessible format upon request.

Accessibility Plans

A multi-year accessibility plan will be implemented outlining goals and steps to achieve accessibility, in compliance with regulations, by 2017. This plan will be posted on the Wayfarer Insurance Brokers Ltd. website, and will be provided in an accessible format upon request. This plan will be reviewed and updated at least every five years.

Self-Service Kiosks

Wayfarer Insurance Brokers does not currently utilize self-service kiosks. In the event that the purchase of new kiosks is considered in the future, accessibility will be taken into consideration during the purchasing process.

Stage 2:

Training

Training will be provided to all staff on the AODA, IASR requirements and the Human Rights Code. This will be provided in a brief written format and presented on an on-going basis to new employees in Ontario as they join the company.

IASR Part 3: Employment Standard

Recruitment, assessment and selection process

A recruitment policy does not currently exist, but if one is adopted prior to the compliance date for the Employment Standard, it will mandate that the public and employees are notified of the availability of accommodation for persons with disabilities in the recruitment process.

If a formal policy has not yet been adopted by the compliance date, the Company will ensure that its job postings and communications include a statement that advises applicants that accommodations for accessibility are available. When applicants are individually selected to participate in the recruitment and selection process, they will be notified individually that accommodations are available. If an applicant requests an accommodation, steps will be taken to provide alternate formats where needed in order to take into consideration that individual’s needs due to disability.

When making job offers to employees, the Company will make known its policies on accommodations for employees with disabilities.

Accessible formats and communication supports for employees

All employees (both existing and new hires on a continuing basis) will be made aware of the Company’s policies for accommodating employees with disabilities, including job accommodations. Updates to these policies will be provided to employees as they are made (ie. by newsletter, email or staff meetings).

When an employee with a disability requests accessible formats or communication supports, the Company will consult with the employees to design and/or provide formats and supports for information that is needed to perform his/her job and information that is generally available to employees in the workplace. The Company will consult with the employee regarding the suitability of the accessible format or communication support.

Employee Accommodation Plans

The Company will develop and have in place a written process for the development of documented individual accommodation plans for employees with disabilities. The plans will include the following elements:

  1. The manner in which an employee requesting accommodation can participate in the development of the individual accommodation plan.
  2. The means by which the employee is assessed on an individual basis.
  3. The manner in which the employer can request an evaluation by an outside medical or other expert, at the employer‘s expense, to determine if and how accommodation can be achieved.
  4. The manner in which the employee can request the participation of a representative from their bargaining agent, where the employee is represented by a bargaining agent, or other representative from the workplace, where the employee is not represented by a bargaining agent, in the development of the accommodation plan.
  5. The steps taken to protect the privacy of the employee‘s personal information.
  6. The frequency with which the individual accommodation plan will be reviewed and updated and the manner in which it will be done.
  7. If an individual accommodation plan is denied, the manner in which the reasons for the denial will be provided to the employee.
  8. The means of providing the individual accommodation plan in a format that takes into account the employee‘s accessibility needs due to disability.

Individual accommodation plans will include

  • Information regarding accessible formats and communication supports provided (if requested)
  • Individualized workplace emergency response information (if required)
  • Identify any other accommodation that is to be provided

Return to Work Process

The Company will develop and have in place a return to work process for employees that have been absent from work due to a disability and require disability-related accommodations in order to return to work. This process will be documented.

The return to work process will outline the steps that the Company will take to facilitate the return to work and will use individual, documented accommodation plans. This return to work process does not override the processes created by any other statute.

Performance Management

Performance management – activities related to assessing and improving employee performance, productivity and effectiveness, with the goal of facilitating employee success.

The Company will take into account the accessibility needs of employees with disabilities and individual accommodation plans when designing, implementing and using its performance management process in respect of employees with disabilities.

Career Development and Advancement

Career development and advancement – includes providing additional responsibilities within an employee‘s current position and the movement of an employee from one job to another in an organization that may be higher in pay, provide greater responsibility or be at a higher level in the organization or any combination of them and, for both additional responsibilities and employee movement, is usually based on merit or seniority, or a combination of them.

The Company will take into account the accessibility needs of its employees with disabilities as well as any individual accommodation plans, when providing career development and advancement to its employees with disabilities. This includes taking into account the needs of employees with disabilities with respect to additional job responsibilities or promotions.

Redeployment

Redeployment – the reassignment of employees to other departments or jobs within the organization as an alternative to layoff, when a particular job or department has been eliminated by the organization.

In the event that Wayfarer Insurance uses redeployment, the Company will take into account the accessibility needs of its employees with disabilities, as well as individual accommodation plans, when redeploying employees with disabilities.

IASR Part 4: Transportation Standard

This standard does not apply to the activities of Wayfarer Insurance Brokers Ltd. at this time.

IASR Part 4.1: Design of Public Spaces Standard

Outdoor eating areas

Wayfarer Insurance does not provide outdoor eating areas to its employees at this time. If, in the future, such as space is designed, the Company will consult with IASR regulations.

Exterior paths of travel

When constructing new or redeveloping exterior paths of travel, the Company will ensure that the design conforms to the requirements under sections 80.23 – 80.27 and 80.30 – 80.31 of the IASR.

Accessible parking

When constructing new or redesigning parking facilities, the Company will ensure that the design conforms to the requirements under sections 80.32 – 80.39 of the IASR.

Obtaining service

When constructing new or redesigning existing fixed guide queuing, service counters or waiting room areas, the Company will adhere to the specifications set out in sections 80.40 – 80.43 of the IASR.

Maintenance

The Company will design procedures for preventative and emergency maintenance of the accessible elements in public spaces as well as procedures for dealing with temporary disruptions when accessible elements are not in working order.