TORONTO – The Canadian Insurance Services Regulatory Organizations (CISRO) has published the
Principles of Conduct for Insurance Intermediaries (Principles) to help ensure the fair treatment of
customers in the life & health and property & casualty insurance sectors.
The Principles are an achievement in CISRO’s Strategic Plan 2019-2022, which includes the development
of national practice standards for intermediaries to facilitate a cooperative approach to the regulatory
oversight of intermediaries.
CISRO finalized the Principles following consultation with stakeholders in summer 2021. Stakeholder
feedback received is available on the CISRO website.
The Principles reflect minimum regulatory conduct standards that are common across Canada regarding
the fair treatment of customers, while recognizing that each jurisdiction has its own regulatory approach
for the conduct of business. Intermediaries should conduct their business, following the relevant
Principles that apply, while ensuring compliance with all applicable laws, regulations, rules, or regulatory
codes within all jurisdictions where they carry on business. Any more stringent requirements, rules or
standards of conduct take priority over the Principles.
“CISRO members are committed to supporting a consistent approach to consumer protection through
the regulation of insurance intermediaries. The Principles will be a resource for consumers to better
understand the conduct they should expect from insurance professionals,” said Eric Jacob, Chair of
The Principles are intended to complement and supplement the Canadian Council of Insurance
Regulators (CCIR) / CISRO Fair Treatment of Customers (FTC) Guidance.
To support the publication of the Principles, a Q&A document can be found on the CISRO website.
The Canadian Insurance Services Regulatory Organizations is a forum of Canadian regulatory authorities
that are dedicated to consistent qualifications and conduct of business standards for insurance