Accessibility Policy and Multi-Year Plan

Our Commitment: Everyone Deserves to Feel Welcome!

At Brokers Trust Insurance Group Inc. (“BTIG” or “we”) we believe that everyone deserves equal access to our services, information, and opportunities. We are committed to fostering a welcoming and inclusive environment where people of all abilities feel valued, respected, and empowered.

This commitment isn’t just about compliance; it’s about building a better experience for our clients, our team, and our community. We are proud to comply with the Accessibility for Ontarians with Disabilities Act, 2005 (AODA), and we’re always looking for ways to go above and beyond.

This document outlines our Accessibility Policy and our Multi-Year Accessibility Plan, demonstrating how we’re working to make Brokers Trust Insurance accessible for all.

Part 1: Accessibility Policy

Our Vision:

To be an insurance brokerage where accessibility is seamlessly integrated into everything we do, making it easier for everyone to connect with us.

Our Policy Principles:

1. Dignity and Independence: We are committed to providing services in a way that respects the dignity and independence of people with disabilities.
2. Integration: We believe in providing services in an integrated manner, unless an alternative measure is necessary to enable a person with a disability to obtain, use, or benefit from our services.
3. Equal Opportunity: We are committed to giving people with disabilities the same opportunity to access our services and to benefit from them in a similar way as other clients.
4. Customer Service Excellence: We will ensure that our customer service is accessible and responsive to the needs of people with disabilities.
5. Information and Communication: We will strive to make our information and communication accessible to everyone.
6. Employment: We are committed to fair and accessible employment practices for all employees and job applicants.

Scope:

This policy applies to all employees, volunteers, agents, and third-party contractors working on behalf of Brokers Trust Insurance Group Inc. in Ontario.

General Requirements:

• Training: We will provide training on the requirements of the accessibility standards referred to in the AODA regulations and on the Human Rights Code as it pertains to people with disabilities. This training will be provided to all employees, volunteers, and others who deal with the public or other third parties on our behalf, and all those who are involved in the development and approval of our policies.
• Documentation: This policy and multi-year plan will be documented, maintained, and made available to the public. We will provide it in an accessible format upon request.
• Feedback Process: We welcome feedback on our accessibility efforts! We have established a process for receiving and responding to feedback about the provision of services to persons with disabilities.

Part 2: Multi-Year Accessibility Plan (2025-2030)

This plan outlines the steps BTIG will take to prevent and remove barriers to accessibility and to meet the requirements of the AODA. This plan will be reviewed and updated at least once every five years.

Reporting Period: January 2025 – January 2030

I. General Requirements

• Establishment of Plan (January 2025): This Multi-Year Accessibility Plan is established and posted on our company website. As of March 2025, BTIG is currently developing a new website and online presence that will be more accessible in nature. In the interim, BTIG’s plan will be provided in an accessible format upon request.
  • Status: Ongoing and newly updated plans completed by December 2025.
• Training (Ongoing):
  • Action: Provide ongoing training to all new and existing employees, volunteers, and anyone involved in policy development, on the AODA standards (Customer Service, Information and Communication, Employment), the Human Rights Code, and our internal accessibility policies.
  • Status/Timeline: Continued training for all current staff completed by December 2025. New hires trained as part of their onboarding. Refresher training every 2 years.
  • Key Responsibilities: Human Resources, Management.
• Feedback Process (July 2025):
  • Action: Develop and implement a clear, accessible feedback process for clients and the public regarding our accessibility. This will include options for in-person, telephone, email, and written feedback. We will ensure a timely response process.
  • Status/Timeline: Reviewed and updated by July 2025. Reviewed annually.
  • Key Responsibilities: Client Services Manager, Operations Manager.

II. Customer Service Standard

• Policies and Procedures (Completed):
  • Action: All existing policies and procedures are reviewed to ensure they align with the AODA Customer Service Standard. This includes policies on the use of assistive devices, communication supports, service animals, support persons, and temporary disruptions.
  • Status: Reviewed and updated by June 2025.
• Communication (Ongoing):
  • Action: Ensure our staff communicate in ways that take into account a person’s disability. This includes offering alternative communication methods (e.g., larger print, slower pace, plain language) when needed.
  • Status/Timeline: Ongoing, reinforced through training.
  • Key Responsibilities: All staff, Client Services Manager.

III. Information and Communication Standard

• Accessible Websites and Web Content (June 2027):
  • Action: Ensure our public website and any new web content conform to WCAG 2.2 Level AA, with the exception of live captions for online videos.
  • Timeline: All existing web content brought to compliance by June 2027. New content created after December 2025 will be compliant.
  • Key Responsibilities: Marketing Department, IT/Web Developer (or external vendor).
• Accessible Formats and Communication Supports (September 2025):
  • Action: Upon request, provide or arrange for the provision of accessible formats and communication supports for our information (e.g., policies, brochures, contracts) in a timely manner and at no additional cost beyond the regular cost charged to others. This includes large print, accessible PDF, plain language, or reading aloud.
  • Status/Timeline: Updated and implemented by September 2025. Staff trained on how to handle requests.
  • Key Responsibilities: Client Services Manager, all staff.

IV. Employment Standard

• Recruitment (June 2026):
  • Action:
    • Specify that accommodations are available for applicants with disabilities during the recruitment process in job postings.
    • Inform successful applicants of our policies for accommodating employees with disabilities.
  • Status/Timeline: Ongoing, integrated into existing standards of implementation for all new job postings by June 2026.
  • Key Responsibilities: Human Resources, Hiring Managers.
• Individual Accommodation Plans (June 2026):
  • Action: Develop and implement a process for developing individual accommodation plans for employees with disabilities. This process will include assessment, documentation, communication, and review.
  • Status/Timeline: Update current compliance to new standards of implementation in place by June 2026.
  • Key Responsibilities: Human Resources, Management.
• Return to Work Process (June 2026):
  • Action: Develop and implement a documented return to work process for employees who have been absent from work due to a disability and require disability-related accommodations to return to work.
  • Status/Timeline: Ongoing, integrated into existing by June 2026.
  • Key Responsibilities: Human Resources, Management.
• Performance Management, Career Development, and Redeployment (June 2026):
  • Action: Take into account the accessibility needs of employees with disabilities, as well as individual accommodation plans, when conducting performance management, providing career development and advancement opportunities, and when redeploying employees.
  • Status/Timeline: Ongoing, integrated into existing HR practices by June 2026.
  • Key Responsibilities: Human Resources, Management.

V. Design of Public Spaces Standard

• Maintenance of Accessible Public Spaces (Ongoing):
  • Action: Maintain the accessible elements of our public spaces (e.g., accessible washrooms, entranceways, waiting areas) in good working order. Promptly address any temporary disruptions.
  • Timeline: Ongoing. Working with Building Management to accommodate and influence building decisions.
  • Key Responsibilities: Office Manager, Building Management.
• New Construction/Renovations (As Needed):
  • Action: Any new construction or significant renovations of our public spaces will comply with the AODA Design of Public Spaces Standard.
  • Timeline: As required for future projects.
  • Key Responsibilities: Management.

Feedback Regarding Accessibility

BTIG welcomes feedback on how client and employee expectations are being met and potentially how they can be improved on regarding the use of our services. More specifically, BTIG encourages persons with disabilities to provide comments on the services they receive, including feedback regarding the accessibility of those services.

If you have any questions or would like a copy of this plan in an alternative format, please contact us:

Client, potential client, employee or applicant feedback should include the following:

• Time and date of event
• Feedback concerning event
• Service be accessed
• Personnel involved
• Accommodation request
• Additional comments
• Voluntary inclusion of contact information

Feedback will be reviewed and appropriate action, if applicable, will be taken. Correspondence with the individual will take into account their accessibility needs and will be provided in accordance with BTIG’s commitment to accessible information and communication supports, described above.

By implementing this Accessibility Policy and Multi-Year Plan, BTIG is proud to play a part in making Ontario a more inclusive province for everyone.