Insurance Distribution
Release Date: 06/30/2017 Staff Reference: Luke O'ConnorPromoting a customer-focused system
February 2016
Maintaining a strong customer focus and having processes and procedures that protect customers has long been the fundamental underpinning of insurance legislation, marketplace regulation and the life and health insurance industry in Canada. More recently, the concept has emerged as a central tenet in the Insurance Core Principles of the International Association of Insurance Supervisors.
Given the global focus on managing market conduct risks and fostering a customer-focused culture, the Canadian Life and Health Insurance Association (CLHIA) decided to review practices surrounding the distribution of individual insurance from the perspective of the consumer. This report contains a number of recommendations intended to enhance the current system and ensure a robust, world-class environment for insurance customers in Canada.
Promoting a customer-focused system
