Multi-year accessibility plan

The Multi-Year Accessibility Plan was developed by AGA Group Insurance in 2023.

The Multi-Year Accessibility Plan (hereinafter referred to as “the Plan”) is intended to meet the requirements of  Ontario Regulation 191/11: Integrated Accessibility Standards. This sets out accessibility standards for persons with disabilities in the following areas of activity: customer service, information and communications, employment, feedback, training and work environment.

The Plan applies to all employees, agents or contractors who interact with the public or other stakeholders in Ontario on behalf of AGA Group Insurance.

In the context of this document, expressions such as “the Company”, “we”, “us” and “our” refer to AGA Group Insurance.

Our Commitment to Accessibility

At AGA group insurance, our mission is to take care of people, differently, and without discrimination. With this in mind, we are committed to providing our products and services to the public while preserving the dignity and independence of individuals with disabilities.

Our goal is to ensure that people with disabilities have equal access to our products and services, in a setting comparable to that offered to our other customers.

We are committed to aligning our policies, practices and procedures with the following principles:

• We will integrate the way we provide our insurance products and financial services to people with disabilities into our standard processes, except where a temporary or permanent alternative solution is necessary to enable a person with a disability to benefit from a specific product or service.
• The persons with disabilities will have the same opportunity as any other member of the public to access, use and benefit from our products and services.
  
  

General Objectives

• Update and maintain AGA Group Insurance’s accessibility statement.
• Review the Multi-Year Accessibility Plan and consider any necessary updates since the last revision.
• File annual accessibility reports, as required.
• Ensure compliance with new accessibility standards across Canada.
  
  

Customer Service Objectives

As part of our ongoing commitment to providing inclusive and accessible customer service, We have implemented exemplary procedures that reflect our commitment to meeting the needs of everyone, including those living with disabilities. We recognize the critical importance of ensuring that our services are available to all, while creating a welcoming and respectful environment for each of our valued customers.

Our concrete commitments are reflected in:

Adapting to individual needs 

When communicating with our customers, take into consideration the specific needs related to disabilities, adjusting our communication and assistance methods accordingly.

Using assistive devices 

Encouraging the use of assistive devices assistive devices such as wheelchairs, hearing aids, or other assistive devices that facilitate communication and interaction with our services.

Service Animals and Support Persons

Warmly welcome service animals and support persons who accompany our customers, recognizing the crucial role they play in our customers' independence and well-being.

Transparency about Unavailable Services

Should our accessible services be unavailable for any reason, we commit to informing our customers clearly and exploring alternatives to meet their needs.

Openness to feedback 

Finally, actively solicit feedback from our customers to help us continually improve our service delivery. Your feedback is valuable and helps strengthen our commitment to accessibility.

We consider our commitment to accessibility to be a fundamental responsibility and a central pillar of our customer service philosophy. We are committed to creating a positive and inclusive experience for each of our customers, ensuring that no one is left behind.

Information and communications objectives 

We strive to maintain our websites and web content to meet strict accessibility standards, ensuring that online information and resources are accessible to everyone, without exception.

Accessible formats and supports 

Maintain and improve our processes that enable the timely provision of accessible formats and communication supports for people with disabilities. Every individual has unique needs, and we are committed to understanding and meeting them quickly and efficiently. Whether through Braille, audio, screen reader-compatible electronic versions, or other means, we are here to ensure that essential information is accessible to all.

Online Accessibility

Ensuring that our online platforms are user-friendly for assistive technologies and that our web content is structured to be accessible to all users. Where necessary, we make ongoing updates to ensure our websites reflect the latest advances in digital accessibility.

Human Resources Goals

We are committed to maintaining and continually improving our human resources practices to ensure full inclusion and equity for all members of our team.

Awareness and Support

Inform our employees about the supports available to people with disabilities, ensuring that each member of our team understands the resources available to them to support their well-being at work.

Recruitment 

Inform candidates of the existence of these supports during the recruitment, assessment or selection process. We aim to ensure that every individual has an equal opportunity to participate in our selection process.

Welcome and company policies 

Clearly communicate our policies for welcoming people with disabilities to all selected candidates. We are committed to creating an inclusive environment where everyone can thrive.

Communication Accessibility

Provide accessible formats and communication supports upon request to meet the individual needs of people with disabilities. Our goal is to ensure that communication is seamless and accessible for all.

Performance Management and Career Development

Fully integrate the needs of people with disabilities into our performance management and career development processes. We are committed to creating equitable career growth opportunities.

Individual Support Plans 

When needed, we develop individual support plans and return-to-work plans that are in line with accessibility standards. This ensures that each person has the support they need to succeed in their role.

Feedback Goals

In our quest for continuous improvement, we value feedback, both internal and external. Our commitment is to maintain and strengthen our feedback processes, while ensuring that the feedback we receive is reviewed promptly and fairly.

Training Objectives

We are committed to promoting accessibility for all. This includes maintaining and improving our training programs for staff and anyone required under current accessibility standards.

Workplace Objectives

We value the accessibility of public spaces. This is reflected in our commitment to maintaining compliance with accessibility standards when designing new public spaces and major renovations, where applicable. In addition, we are committed to maintaining preventative maintenance and emergency response plans for accessible elements in public spaces, in compliance with current accessibility standards.

Contact Us

Our ultimate goal is to exceed the expectations of our customers and employees with specific accessibility needs. Your feedback on our performance in this regard is greatly appreciated. Do not hesitate to share your observations with us by contacting Mr. François Ponton, Director of Human Resources, at  francois.ponton@aga.ca

Do you need help or have a request to make? Do not hesitate to contact us. We promise to respond to you as soon as possible.