We are dedicated to identifying, and to understanding, the needs and concerns of our clients, and to providing excellent advice and service in a timely fashion. As intermediaries in the arranging and placing of insurance and financial products, we must balance the needs of our clients with the interests, strengths and underwriting goals of our various markets. Our aim is to achieve a “win ⁄ win” result for both insured and insurer in each transaction.
In fulfilling our mission, Lackner McLennan Insurance Ltd. strives at all times to provide its services in a way that respects the dignity and independence of people with disabilities. We are also committed to giving people with disabilities the same opportunity to access our services and allowing them to benefit from the same services, in the same place and in a similar way as other clients.
Lackner McLennan Insurance Ltd. is committed to excellence in serving all clients including people with disabilities and we will carry out our functions and responsibilities in the following areas:
We will ensure when communicating with a client with a disability to take into account their disability. If we are unsure of the best method of communication, we will ask the client for their preference.
We are committed to providing fully accessible telephone service to our clients. We will offer to communicate with clients by email, telecommunications device for the deaf or relay services if telephone communication is not suitable to their communication needs or is not available.
We are committed to providing accessible invoices to all of our clients. For this reason, invoices will be provided in the following formats upon request: hard copy, large print, e-mail.
We will answer any questions clients may have about the content of the invoice in person, by telephone, written or via email.
We are committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our services. We will allow people to use their own assistive devices when accessing our services. Assistive devices may include a cane, wheelchair, oxygen tank, hearing aids, or speech amplification devices, etc.
We are committed to welcoming people with disabilities who are accompanied by a service animal when visiting our locations.
We are also committed to welcoming people with disabilities who are accompanied by a support person. At no time will a person with a disability who is accompanied by a support person be prevented from having access to his or her support person while on-site. However, employees are to ensure that express client consent is obtained prior to disclosing any confidential information to the support person.
Lackner McLennan Insurance Ltd. will provide clients with notice in the event of a planned or unexpected disruption in the facilities or services usually used by people with disabilities. This notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available. The notice will be placed at all public entrances and service counters on our premises.
Should any employee become aware of a temporary disruption that affects access to our services by disabled persons, please notify Human Resources immediately.
It is important for all employees to be alert to both visible and invisible barriers within our workplace that may prevent people with disabilities from receiving optimal client service. Each and every employee is responsible for identifying potential barriers, and communicating issues to management. Potential areas include:
Lackner McLennan Insurance Ltd. will provide training to all employees and all those who are involved in the development and approvals of client service policies, practices and procedures. This training will be provided within 4 weeks after staff commence their duties.
Training will include the following:
Applicable staff will be trained on policies, practices and procedures that affect the way services are provided to people with disabilities. Staff will also be trained when changes are made to these policies, practices and procedures.
The ultimate goal of Lackner McLennan Insurance Ltd. is to meet and surpass client expectations while serving clients with disabilities. Comments on our services regarding how well those expectations are being met are welcome and appreciated.
Feedback regarding the way Lackner McLennan Insurance Ltd. provides services to people with disabilities can be made by e-mail, in person, by telephone or in writing. All feedback will be directed to the Human Resources Department. Clients can expect to hear back within 5-10 business days.
We are committed to developing client 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 Lackner McLennan Insurance Ltd. that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.
This policy exists to achieve service excellence to clients with disabilities. If anyone has a question about the policy, or if the purpose of this policy is not understood, an explanation should be provided by, or referred to the Human Resources Department.
This 2014-21 accessibility plan outlines the policies and actions that Lackner McLennan Insurance Ltd. will put in place to improve opportunities for people with disabilities.
Statement of Commitment
Lackner McLennan Insurance Ltd. is committed to treating all people in a way that allows them to maintain their dignity and independence. We believe in integration and equal opportunity. We are committed to meeting the needs of people with disabilities in a timely manner, and will do so by preventing and removing barriers to accessibility and meeting accessibility requirements under the Accessibility for Ontarians with Disabilities Act.
Accessible Emergency Information
Lackner McLennan Insurance Ltd. is committed to providing the customers and clients with publicly available emergency information in an accessible way upon request. We will also provide employees with disabilities with individualized emergency response information when necessary.
Lackner McLennan Insurance Ltd. will provide training to employees, volunteers and other staff members on Ontario’s accessibility laws and on the Human Rights Code as it relates to people with disabilities. Training will be provided in a way that best suits the duties of employees, volunteers and other staff members.
Lackner McLennan Insurance Ltd. will take the following steps to ensure employees are provided with the training needed to meet Ontario’s accessible laws by January 1, 2015:
Information and communications
Lackner McLennan Insurance Ltd. is committed to meeting the communication needs of people with disabilities. We will consult with people with disabilities to determine their information and communication needs.
Lackner McLennan Insurance Ltd. will take the following steps to make all new websites and content on those sites conform with WCAG 2.0, Level A by January 1, 2014:
Lackner McLennan Insurance Ltd. will take the following steps to make ensure existing feedback processes are accessible to people with disabilities upon request by January 1, 2015:
Lackner McLennan Insurance Ltd. will take the following steps to make sure all publicly available information is made accessible upon request by January 1, 2016:
Lackner McLennan Insurance Ltd. will take the following steps to make all websites and content conform with WCAG 2.0, Level AA by January 1, 2021:
Lackner McLennan Insurance Ltd. is committed to fair and accessible employment practices.
We will take the following steps to notify the public and staff that, when requested, Lackner McLennan Insurance Ltd. will accommodate people with disabilities during the recruitment and assessment processes and when people are hired:
Lackner McLennan Insurance Ltd. will take the following steps to develop and put in place a process for developing individual accommodation plans and return-to-work policies for employees that have been absent due to a disability:
We will take the following steps to ensure the accessibility needs of employees with disabilities needs are taken into account if Lackner McLennan Insurance Ltd. is using performance management, career development and redeployment processes:
Erb and Erb will take the following steps to prevent and remove other accessibility barriers identified:
Design of Public Spaces
Lackner McLennan Insurance Ltd. will meet the Accessibility Standards for the Design of Public Spaces when building or making major modifications to public spaces. Public spaces include:
Lackner McLennan Insurance Ltd. will put the following procedures in place to prevent service disruptions to its accessible parts of its public spaces.
In the event of a service disruption, we will notify the public of the service disruption and alternatives available.
For more information
For more information on this accessibility plan, please contact Shawna Bourke-Heimpel at:
Accessible formats of this document are available free upon request from: