The protection of the personal information that we obtain through our activities is very important to SSQ Insurance. This is why we implemented the Personal Information Protection Policy to ensure our operations comply with the highest ethics and integrity standards. The policy applies to all the companies that make up SSQ Insurance (SSQ, Life Insurance Company Inc., SSQ Distribution Inc. and their subsidiaries).
SSQ Insurance protects your privacy
Through its Personal Information Protection Policy, SSQ Insurance is committed to complying with the laws that govern privacy and the protection of all confidential information it holds. All SSQ Insurance employees who collect, use or disclose personal information must adhere to the policy.
SSQ Insurance’s policies and practices aim to protect the confidentiality of personal information as well as the security of information technology systems. To achieve this, SSQ Insurance has implemented the most stringent security measures to protect the personal information it is entrusted with. These measures include material, administrative and technological means that are updated and checked on a regular basis.
Except where permitted by law, access to your personal information will be given to employees and authorized persons only, when required to carry out their duties or fulfill their mandate. Personal information is retained for the period of time required to fulfill the purposes for which it was collected, i.e., to ensure the adequate administration of our products and provide high-quality service.
SSQ Insurance is responsible for the personal information it holds. This responsibility also extends to its agents, service providers and partners who rigorously apply the same high standards to the protection of your personal information.
For what purpose do we need your personal information?
The personal information we collect, store and use allows us to:
- communicate with you about your file
- verify your identity
- validate your eligibility for our products and services
- estimate insurance risk
- determine premiums
- process your claims
- manage your file
- meet legal requirements
- improve our products, services, campaigns and promotions based on statistical and market analyses
- suggest other SSQ Insurance products and services that could correspond to your needs from the companies of SSQ Insurance
- provide you with information, offers and personalized advice
SSQ Insurance only collects information that is necessary for the management and the administration of the business relationship we have with you and any other information obtained through your interactions with us.
What kind of personal information do we collect?
SSQ Insurance collects only the necessary personal information, depending on the product you have or ask for. Such information could be:
- name, address, email and phone number
- age, sex, marital status, family situation
- ID numbers like your driver’s licence and social insurance number
- history of your insurance coverage, transactions and use of services
- financial information such as your employer, sources of income, credit record, your assets and liabilities
- medical information, as required for some of our insurance products
- information about your vehicle or home
Calls to our Customer Service may be listened to and recorded for accuracy, training or quality of service purposes. If you do not wish to have your call recorded, we suggest you contact us by other means, such as by mail or email.
How do we collect personal information?
The information we collect comes from your insurance application or from any other interaction you had with us including changes to your file, claims, quotes, information from surveys or contest entries. It may have been collected in writing, verbally, electronically or via the Internet.
In some cases, with your consent or where permitted by law, information may have been provided to us by authorized third parties, such as government agencies, credit reporting agencies, your insurance representative, your employer or your physician.
Who can we share this information with?
When necessary, and with your consent or where permitted by law, we may disclose your personal information to certain authorized parties for the proper management of your contract or to comply with legal requirements:
- your insurance representative
- service providers and agents who need to use the information to fulfill their contract or mandate
- legal authorities, where required by law, for example in the case of fraud or criminal activity
- all the companies that make up SSQ Insurance (SSQ, Life Insurance Company Inc., SSQ Distribution Inc. and their subsidiaries) to ensure that the information we have is complete and accurate, to better manage your business relationship with us or for marketing purposes (for details refer to the Use of personal information for promotional purposes section)
How to give or withdraw consent
SSQ Insurance asks for your consent whenever it collects, uses or discloses your personal information. Consent may be obtained in writing, verbally, electronically or through an authorized representative. You will always be informed before this information is used. If any of the information we are entrusted with is to be used for purposes other than those for which it was collected and for which you have not been adequately informed, SSQ Insurance will specify the purposes and ask for your consent before using it.
In some circumstances, we may ask you for personal information about other people covered by your insurance. In such a case, you give consent on behalf of these individuals and we consider that you have informed them of such.
Use of personal information for promotional purposes
In order to recommend products and services to you that may correspond to your needs, send you offers and advice and improve our service in general, SSQ Insurance may use the contact information you provided (name, address, phone number, email address) to reach you and may share this contact information with other companies that make up SSQ Insurance (SSQ, Life Insurance Company Inc., SSQ Distribution Inc. and their subsidiaries). You may withdraw your consent at any time by contacting us or by using the unsubscribe link in our commercial electronic messages. This does not include communications about the product you own or administrative communications necessary for the proper management of your file.
Moreover, our clients expect to be recognized and acknowledged when they interact with companies that make up SSQ Insurance. To meet legal requirements, we must obtain your consent before allowing the companies that make up SSQ Insurance to use and share your personal information for promotional purposes, to the height of your expectations. Your information will be used so that we can offer you a personalized experience, and from time to time provide you with information, offers and advice tailored to your personal situation and your interests. This consent will remain in effect for as long as you maintain a business relationship with one of SSQ Insurance’s subsidiaries.
SSQ Insurance will not share your information with companies other than the aforementioned, unless we have obtained your consent in advance or if permitted by law. We will never use sensitive personal information like the state of your health for promotional purposes without first obtaining your specific consent.
You may at any time withdraw your consent allowing us to use or share your personal information with the companies that make up SSQ Insurance for promotional purposes by sending a written request to the Personal Information Protection Officer at the address below or by calling 1-833-210-0734. However, you will continue to enjoy personalized content in your Customer Centre.
If you do not consent to the collection, use or sharing of your personal information, we may not be able to provide you with the requested products and services, or the management of your file may be affected.
How to access your information or request a change
You are entitled to ask about the information that SSQ Insurance keeps regarding you and about the use of such information. Such a request, which must be made in writing, will be processed within a reasonable time.
After acknowledging receipt of your written request, you will be able to consult your file in person, free of charge. If you prefer to obtain a copy of your file, be aware that you may be charged for transcription, reproduction or transmission costs that may apply. Please note that you will be informed of this beforehand.
However, for legal reasons, it is possible that SSQ Insurance may not grant you access to all or part of the information that concerns you. In such a case, you will be informed of the reasons for the refusal or of the procedures for communication with a designated health care professional, as applicable.
You may dispute the accuracy of the information that SSQ Insurance has regarding you and submit a written request to have it changed.
To consult your file, file a complaint regarding the compliance of the complaint handling procedures or obtain more information about the Personal Information Protection Policy, contact us.
Personal Information Officer
2525 Laurier Blvd
P.O. Box 10500, Station Sainte-Foy
Quebec City QC G1V 4H6
This privacy statement is regularly updated, and the latest version is always available at ssq.ca.