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Accessible Customer Service Policy

Per: Accessibility for Ontarians with Disabilities Act, 2005 (AODA)
Providing Goods and Services to People with Disabilities

Accessibility policy – HMS Insurance Brokers Inc. is committed to meeting the needs of all our customers, including those individuals with disabilities.

HMS Insurance will make reasonable effort to develop and implement policies, practices and procedures that are consistent with the principles of dignity, independence, integration and equal opportunity, ensuring that all of our customers receive the same quality of service. We will carry out our functions and responsibilities in the following areas in compliance with our accessibility policy:


We will communicate with customers in a way that will take into account their disability. We will make every reasonable effort to have the person with a disability understand both the content and intent of our communications.

Telephone Service

We will provide fully accessible telephone service to our customers and train our staff on how to communicate in the most effective manner. We will offer relay services and e-mail to our customers as an alternative for of communication.

Assistive Devices

Persons with disabilities may use their own assistive devices as required when accessing goods or services provided by HMS Insurance. We will ensure that our employees are trained and familiar with various assistive devices that may be used by our customers with disabilities while accessing our goods or services.

Support Persons

If a customer with a disability is accompanied by a support person to our premises, both persons will be allowed to enter the premises together so the customer is not prevented from having access to the support person. It may be necessary for support persons to provide documentation for customer privacy purposes.

Service Animals

Customers with a disability, who require a service animal, we be allowed access to HMS Insurance premises that are open to the public, unless otherwise excluded by law.

If a service animal is excluded by law (Food Safety and Quality Act 2001, Ontario; The Health Protection and Promotion Act Ontario; Dog Owners’ liability Act, Ontario), HMS insurance will offer alternative methods to enable the person with a disability to access goods or services, when possible.

 Notice of Temporary Disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, HMS Insurance will notify customers promptly. The clearly posted notice will include information about the reason for disruption, its anticipated length of time, and a description of alternative facilities or service, if they are available. The notice will be placed on our internet site www.hmsinsurance.com and at the appropriate public entrances and service counters on our premises.

Billing and Policy Documents

We are committed to providing accessible invoices and policy documents to our customers. For this reason, invoices and policy documents will be provided in a format, such as large print or Braille, where required. We will answer any questions customers may have about the content of the invoice and policy documentation in person, by telephone, relay service or e-mail.

Training for Staff

HMS Insurance will provide AODA customer service training to employees in Ontario, and those involved in the development and approval of customer service policies, practices and procedures. Training will be provided to each person as soon as practicable after he or she is assigned the applicable duties.

Training shall include

  • An overview of the purposes of the AODA and the requirements of the Accessibility   Standards for Customer Service.
  • How to interact and communicate with persons with various types of disabilities.
  • How to interact with persons with disabilities who use an assistive device or require the assistance of a service animal or a support person.
  • How to use assistive devices or equipment that may be available on our premises.
  • What to do if a person with a disability is having difficulty accessing our services.

Staff will also be trained when there are changes to the policies, practices and procedures governing the provision of goods or services to persons with disabilities.

Feedback Process

Our ultimate goal is to meet and surpass customer expectations while servicing customers with disabilities. Comments on our services regarding how well those expectations are being met are welcome and appreciated.

Feedback regarding the way HMS Insurance provides goods and services to people with disabilities can be made by contacting the branch managers at any one of our locations:

Parkhill Telephone: (519) 294-6871
Thedford Telephone: (519) 296-5593
Grand Bend Telephone: (519) 238-2692
Ailsa Craig Telephone: (519) 293-3295
Strathroy Telephone: (519) 245-3335

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. Any policy of HMS Insurance that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

Questions about this policy

This policy exists to help us strive to provide excellent service to customers with disabilities. If anyone has a question about the policy, or if the purpose of the policy is not understood, and explanation will be provided by branch manager at HMS Insurance.