Customer Service Policy

Our Mission

H.L. Staebler Company is committed to ensuring that goods and services are offered in a way that respects the dignity and independence of people with disabilities.

Our Commitment

We are committed to giving people with disabilities the same opportunity to access our goods and services and allowing them to benefit from the same services, in the same place and in a similar way as other customers.

Providing Goods and Services to People with Disabilities

H.L. Staebler is committed to excellence in serving all customers including people with disabilities and we will carry out our functions and responsibilities in the following area:

a) Communication - we will communicate with people with disabilities in ways that take into account their disability. Our staff will be trained on effective communication skills required to deal with people with various types of disabilities.

b) Telephone Services - we are committed to providing fully accessible telephone service to all of our customers. Staff will be trained to communicate with customers over the telephone in clear and plain language and to speak clearly and slowly. We will offer to communicate with customers by TTY (TeleTypewriter) if telephone communication is not suitable to their communication needs or is not available.

c) E-mail Service - we are committed to providing full email and web site accessibility to all of our customers if telephone communication is not suitable to their communication needs.

d) Assistive Devices - we are committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our goods and services. Staff will be trained and made familiar with various assistive devices that may be used by customers with disabilities while accessing our goods and services.

e) Billing - we are committed to providing accessible invoices to all of our customers. Invoices can be provided in hard copy, large print and e-mail formats upon request by customer. We will answer any questions customers may have about the content of the invoice in person, by telephone or e-mail.

Use of Service Animals and Support Persons

We are committed to welcoming people with disabilities who are accompanied by a service animal and will ensure that all staff is trained on how to interact with people with disabilities who are accompanied by a service animal.

We are committed to welcoming people with disabilities who are accompanied by a support person. Any person with a disability who is accompanied by a support person will be allowed to enter the premises with his/her 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 our premises.

Notice of Temporary Disruption

We will provide customers with notice in the event of a planned or unexpected disruption in our service. This notice will include information about the reason for the disruption and the anticipated duration. The notice will be placed at all public entrances.

Training for Staff

Staebler Insurance provides training to all employees. Training will include the following:

  • The purposes of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard;
  • How to interact and communicate with people with various types of disabilities;
  • How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person;
  • What to do if a person with a disability is having difficulty in accessing our goods and services;
  • Staebler policies, practices and procedures relating to the customer service standard.

Feedback Process

The ultimate goal of Staebler Insurance is to meet and surpass customer expectations while serving customers with disabilities. Comments on our services regarding how well those expectations are being met are welcome and appreciated and can be made by e-mail, in person, telephone or by our website. All feedback will be directed to Russ Philpott and a response will be provided within 5 business days.

Staebler Insurance
871 Victoria St. N.
Kitchener, Ontario  N2B 3S4
Attention: Operations

Toll Free Phone Number: 1.800.321.9187
Local Phone Number: 519.743.5221
Website: www.staebler.com
Email: questions@staebler.com