Accessible Customer Service

West Elgin Mutual Insurance strives to provide equal treatment and benefit through its services and facilities. We respect the dignity, independence and equality of persons with disabilities.

Assistive Devices

West Elgin Mutual Insurance employees, directors and third-party contractors accommodate the use of personal assistive devices that enable a person with a disability to access our services and facilities. Assistive devices include and are not limited to: GPS, mobility devices, personal oxygen tanks, mini pocket recorders and communication boards. We are committed to removing barriers to access for people with disabilities and welcome feedback about how we can improve our customer service.

Service Animals

West Elgin Mutual Insurance employees, directors and third-party contractors recognize a person’s right to have her or his service animal with her or him at all times. Service animals are permitted to be with their person in all West Elgin Mutual Insurance facilities.

Support Persons

When a person with a disability is accompanied by a support person, West Elgin Mutual Insurance employees, directors and third-party contractors will ensure that both persons are permitted to enter the premises. Confidentiality will be maintained and West Elgin Mutual Insurance will never impede a person with a disability’s access to her or his support person while on the premises.

A support person is a person who accompanies the person with a disability in order to help with communication, mobility, personal car or medical needs or to help with access to goods or services. The support person can be a paid support worker, volunteer, a friend or family member.

Admission Fees

West Elgin Mutual Insurance reserves the right to waive the admission fee to any event or function for a support person who is accompanying a person with a disability. If West Elgin Mutual Insurance is charging an admission fee in connection with a support person’s presence at an event or function, we will post a notice providing information in advance about the amount that is payable.

Communication

When communicating with a person with a disability, West Elgin Mutual Insurance’s employees, directors and third-party contractors are committed to doing so in a manner that is respectful and dignified.

Notice of Service Disruption

If there is a temporary disruption in the availability of a service or facility that supports access by people with disabilities, West Elgin Mutual Insurance will post a notice of the reason for the disruption, the date(s) of disruption, the anticipated duration of the disruption and a description of alternative facilities or services that are available. At minimum, this notice will be posted in a conspicuous place at the affected premises and may also be posted on West Elgin Mutual Insurance’s websites as appropriate.

Training

West Elgin Mutual Insurance is committed to ensuring that its employees and directors who deal with the public and its clients receive training on accessible customer service. Third-party contractors who deliver goods and services on behalf of West Elgin Mutual Insurance are required to ensure that they meet the requirements of the Accessibility Standards for Customer Service. West Elgin Mutual Insurance’s training plan includes information on the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements for Accessibility Standards for Customer Service. Managers and/or Human Resources ensure that training records are maintained, including dates when training is provided and the number of employees who receive training.

Documentation

All documentation on West Elgin Mutual Insurance’s websites can be provided to individuals in an alternate format upon request.

Feedback

Public feedback regarding accessibility may be provided in person, by telephone, in writing or by email or other electronic means. Feedback received by West Eglin Mutual Insurance will be responded to within seven (7) days, documented and tracked. Please contact:

Brian Downie
President / CEO West Elgin Mutual Insurance Company
PO Box 130, 274 Currie Rd
Dutton ON N0L 1J0
Phone: 519-762-3530 or 1-800-265-7635
Email:  bdownie@westelgin.com
Website:  www.westelgin.com

Customer Service Feedback Form

Customer Service Feedback Form

Thank you for visiting West Elgin Mutual Insurance. We value all of our customers and strive to meet everyone's needs. To help ensure we provide the best possible experience to our policyholders, we would appreciate it if you could take the take to fill out a short feedback survey. Thank you.
  • /
    /
  • First Name
    Last Name