Doing Business With Us

An insurance broker is a licensed professional who helps you purchase insurance by acting as an intermediary between you and insurance companies. We help you evaluate options, place coverage that fits your needs, and support you through changes, renewals, and claims.

Why Clients Choose an Independent Broker

• Choice in the market: Access to multiple insurers means we can compare options to find the right fit.
• No extra cost: For most policies, broker compensation is included in the premium and paid by the insurer. You gain advice, advocacy, and renewal strategy without needing to navigate the market alone.
• Advocacy and escalation support: When something is unclear, time-sensitive, or contentious, having a broker matters. We can help interpret coverage, coordinate documentation, and escalate issues with the insurer through proper channels when needed.

We are family-owned and independent, with a team of approximately 50 staff across three locations.

Personal Insurance

Home, Auto, Cottage, Recreational, and more. Dedicated Account Managers so you build a relationship with one primary person, with backup support when your Account Manager is away.

Commercial Insurance

Business, Property, Liability, Fleet, Specialty. Commercial placements are nuanced—wordings differ, endorsements matter, and comparisons are rarely truly "apples to apples." Our approach is high-touch and consultative, with dedicated junior and senior teams, a dedicated surety and contracting team, and coverage explained in plain language.

Your Responsibilities

• Provide complete and accurate details when applying and renewing
• Notify us promptly of material changes (drivers, vehicles, renovations, operations, contracts, locations, payroll, revenue)
• Review quotes and policy documents and ask questions if anything is unclear
• Pay premiums as required to keep coverage in force

As your broker, our compensation is generally included in your insurance premium and paid by the insurer. Compensation varies by line of business and insurer. We are committed to full transparency.

Our full compensation disclosure — including commission ranges for each insurer we represent, specialty market rates, and information about contingent profit commissions — is available in the document below.

We investigate all complaints thoroughly and have procedures in place to ensure we communicate with you throughout the process.

Please tell us first. A key benefit of working with a broker is having an advocate who can escalate appropriately with the insurer, confirm next steps, and help move the matter through the right internal channels.

If We Are Unable to Resolve the Situation

• For insurer-specific issues: Contact the General Insurance OmbudService (GIO), subject to insurer participation
• For brokerage or broker conduct: Contact RIBO

Our Commitment

Roughley Insurance Brokers Ltd. is committed to protecting your personal information in accordance with the Personal Information Protection and Electronic Documents Act (PIPEDA). We believe your privacy is a fundamental right. We will never sell, rent, or trade your personal information. The data you share with us is used solely to manage your insurance needs.

What We Collect

To properly quote, place, and service your insurance, we collect only what's needed:

• Contact & identification details — name, address, date of birth, phone, and email
• Insurance & risk information — drivers, vehicles, property details, and operations (for commercial clients)
• Loss history & claims information — used to assess risk and negotiate the best terms on your behalf
• Payment information — for billing and premium financing, where applicable
• Driver's licences — retained on file for quoting and renewal purposes
• Pre-authorized debit details — stored securely when you authorize direct payment

Information is collected directly from you and, where necessary, from third parties such as credit bureaus, the Ministry of Transportation, other insurers, and insurance rating service providers. For automobile insurance, some insurers may require up to 25 years of driving record and claims history for you and all listed drivers.

How We Use Your Information

• Quote, arrange, renew, and service your insurance coverage
• Confirm accuracy and keep your file up to date
• Provide advice and support, including claims assistance
• Protect you and the brokerage against error, fraud, and unauthorized transactions
• Run driving record reports for the purposes of quoting, unless you instruct us otherwise
• Perform soft credit checks as required by insurance carriers — these do not affect your credit score
• Share information with insurers and third-party service providers as needed to place coverage

Consent & Withdrawal

You may withdraw consent at any time on reasonable notice; however, doing so may affect our ability to provide the requested quote(s) or continue servicing your coverage. We may be required or permitted to disclose personal information without consent where required by law.

Privacy Officer

Jim Roughley — insure@roughleyinsurance.com — (905) 576-7770

Roughley Insurance Brokers Ltd. is licensed by the Financial Services Regulatory Authority of Ontario (FSRA) and is a member of the Registered Insurance Brokers of Ontario (RIBO).

• RIBO Consumer Rights & Expectations
• CISRO Principles of Conduct for Insurance Intermediaries
• RIBO - Making a Complaint
• FSRA Website