Principle Nine: Customer Access ~ Full Text

9 PRINCIPLE NINE: CUSTOMER ACCESS

Upon written request, a Customer shall be informed of the existence, use, and disclosure of his or her personal information and shall be given access to that information. A Customer shall be able to challenge the accuracy and completeness of the information and have it amended as appropriate.

9.1 Upon written request, Wawanesa will inform a Customer whether or not it holds personal information about the Customer. Subject to certain exceptions, as noted above, Wawanesa will allow the Customer access to this information. However, Wawanesa may choose to make sensitive medical information available through a medical practitioner. In addition, Wawanesa will provide an account of the use that has been made, or is being made, of this information, as well as an account of the third parties to which it has been disclosed.

9.2 Wawanesa will respond to a Customer's request within a reasonable time and at minimal or no cost to the Customer. The requested information will be provided or made available in a form that is generally understandable. For example, if Wawanesa uses abbreviations or codes to record information, an explanation of their meaning will be provided.

9.3 A Customer may be required to provide sufficient information to permit Wawanesa to provide an account of the existence, use, and disclosure of personal information. The information provided will only be used for this purpose.

9.4 In providing an account of the third parties to which it has disclosed personal information about a Customer, Wawanesa will attempt to be as specific as possible. When it is not possible to provide a list of the organizations to which it has actually disclosed information about a Customer, Wawanesa will provide a list of organizations to which it may have disclosed such information.

9.5 When a Customer successfully demonstrates the inaccuracy or incompleteness of personal information, Wawanesa will amend the information as required. Depending upon the nature of the information challenged, amendment could involve the correction, deletion or addition of information. Where appropriate, the amended information will be transmitted to third parties having access to the information in question.

9.6 In certain situations, Wawanesa may not be able to provide access to all the personal information it holds about a Customer. Exceptions to the access requirement shall be limited and specific. The reasons for denying access shall be provided to the Customer upon request. Exceptions may include prohibitive cost, personal information that contains references to other individuals, information that cannot be disclosed for legal, security or commercial proprietary reasons, and information that is subject to solicitor-client or litigation privilege.

If the request is denied, the Customer will be given reasons for the denial, as well as

  1. an invitation to send a letter to Wawanesa's President & CEO requesting reconsideration of such denial;
  2. a commitment by Wawanesa to promptly open a dialogue with the Customer; and
  3. a commitment by Wawanesa to participate in an independent mediation process, should the parties be unable to resolve the dispute.

9.7 When a challenge is not resolved to the satisfaction of the Customer, the substance of the unresolved challenge will be recorded by Wawanesa. When appropriate, the existence of the unresolved challenge will be transmitted to third parties having access to the information in question.




AM Best