Keeping promises, close to home.

Hay Mutual Insurance Company exists to preserve and strengthen all that is good in our community. For nearly 150 years, we’ve served Huron, Perth, Middlesex and Lambton counties with innovative insurance products, experienced staff and extensive knowledge of our local region.

We are a Canadian company, member-owned, and member-focused. As a mutual insurer, our policyowners are members, and our members share in our successes. When we have a profitable year, we strive to refund a portion of our commercial and property policyholders’ premium. We are an insurance company, not an investment corporation, and our goal is to provide insurance at cost.

Through charitable donations to local causes, we also share our success with the community. Our business is keeping promises, close to home.

There’s more to a mutual

There’s insurance and then there’s mutual insurance. Hay Mutual Insurance embraces the mutual way because we believe it’s better for our members — the policy owners who own our company. As a member-owned company, we are 100 percent Canadian and 100 percent locally owned. We are independently operated under the leadership of directors elected from among the members.

There are many additional benefits to mutual insurance:

  1. We invest locally, employ local people and use local trades.
  2. Through our own Guarantee Fund and Reinsurance Plan, we are backed by other Ontario Mutuals so that our members’ claims and unearned premiums are guaranteed to be paid in the event of a disaster.
  3. Collectively, our system is one of the largest property insurers in Ontario.
  4. Through our association, we are an active participant in the Canadian and international insurance industry.
  5. We stay on top of current issues and make representation to government and other regulatory bodies on matters that may affect our members.

As a small local insurer, we have remained stable for over a century. Together with the other Ontario Mutuals, Hay Mutual is among the most financially secure insurers in the world. And only Hay Mutual is consistently ranked as one of the top three mutual insurers for financial strength in Ontario. We will be there when you need us.

Pure Mutual Illustration

Here is a simplified illustration that demonstrates the principles of a purely mutual insurance company, such as Hay Mutual. We are an insurance company, not an investment corporation; our goal is to provide insurance at cost. As a pure mutual, we use your premium dollar for only three things:

  1. to pay claims
  2. to operate the company
  3. to make sure that we have enough surplus to protect you when we are needed

We are like a container. Premiums and investment income contribute to the surplus in the container that is used to pay claims and cover operating expenses. The goal is to provide for our members, while ensuring that our company remains financially stable. Changing the rate of flow of any of these four forces (investments, policyholders, expenses and claims), affects the water level. Notice how the cost of claims affects the amount of the premium needed.

We have a long history in your community

Although our roots are in the farming community, we’ve grown to become one of the strongest mutual insurers in the province, offering a wide variety of insurance products to care for our members in every aspect of their lives.


Members of the Evangelical Association and the Township of Hay met and decided to create a mutual fire insurance company to protect local farmers.


The Hay Township Farmers’ Mutual Fire Insurance Company was established and the head office located in Zurich, Ontario.


The new company moved its office to Crediton.


Total in-force insurance reached $3 million. (At this time, there were 85 mutual insurers in Ontario.)


The Province of Ontario established the office of the Fire Marshal.


The average farm exposure increased from $1,000 in 1900 to $10,000 by the 1920s, and at the same time, farm mutuals in Ontario began to insure houses in towns.


Fire extinguishers were introduced.


Mutuals purchased war bonds and victory bonds during the Second World War.


The Hay Township Farmers’ Mutual Fire Insurance Company office was moved back to Zurich, and the company began insuring against damage due to windstorms as well as fire.


The company started to reinsure risks with the Farm Mutual Reinsurance Inc. (now known as Farm Mutual Re.). During this decade, The Hay Township Farmers’ Mutual Fire Insurance Company introduced machinery and livestock coverage for farms and theft coverage to household contents insurance.


The Hay Township Farmers’ Mutual Fire Insurance Company celebrated 100 years and built a new office in Zurich. At this time the company added auto insurance to its product shelf.


As times changed, Hay Mutual introduced Farmers’ Limited Pollution Liability coverage, commercial insurance as well as a 20 percent discount on property insurance.


We changed our name to Hay Mutual Insurance Company and launched the Mutual Protect Theft Reduction Program in co-operation with the OPP.


We refunded $2.6 million in premiums to our members. We also hired an in-house claims adjuster and built a new office.


Since 2010 Hay Mutual has refunded $8.18 million in premiums to its members. Hay Mutual helped members in Kippen after a hailstorm on April 10, 2011, and took care of its members in the Goderich area after the devastating tornado on Aug. 21, 2011.

Need insurance? We’ve got you covered.

Hay Mutual Insurance offers a broad range of innovative insurance products to fit your needs. We design your policy based on your best interests and the insurance you really need. Hay Mutual Insurance agents spend the time to get to know you and suggest coverage best suited to your needs. Almost 150 years of insurance experience in the Zurich area give us a better perspective on how to meet our clients’ needs.


Homeowners’ Package

If you own a home, we can ensure that you and your family will be protected from the devastation caused by fire, water or theft. But it’s not enough to just cover your home. We look at the complete picture to consider valuable collections, public liability and the option to protect a student’s property while he or she is away from home. Contact one of our insurance agents for a free quote or download our Homeowners Package brochure.


Farmowners’ Package

Farm insurance is at the core of our business. We’ve been helping Zurich-area farmers manage their risk for almost 150 years. Agri-business requires unique underwriting expertise and unique insurance coverage. Contact one of our experienced agents to get a quote or download Farmowners’ Package brochure for more information.


Tenants’ Package

You can use our comprehensive tenants’ package to protect your own home and belongings. Plus, if you have a dependent living in a dorm or in a long-term care facility, we can modify your coverage to protect them as well. Contact one of our insurance agents for details on the Tenants’ Package.


Condominium Unit Owner Package

Condo unit owners may need help to bridge the gaps between what the condo insurance covers and what their own policy covers. Our flexible Condominium Unit Owner Package makes a good fit. Contact a Hay Mutual Insurance agent for a free quote.


Seasonal Residential Package

If you own a cottage, hunting cabin or vacation property of any kind, we can find the right insurance to cover your seasonal needs. Download our brochure to learn more about seasonal residential insurance or contact an insurance agent.


Automobile Insurance

If you just want the minimum protection required by Ontario law, we offer mandatory insurance coverage at competitive rates. But we can also help you find you the optional coverage you may need to protect your driving record, provide emergency roadside assistance or give you additional coverage if you are in an accident. Learn more about our auto insurance or contact an agent to get a quote.


Commercial Insurance

If you’re a business owner, you have enough to worry about without second-guessing your insurance coverage. Our experienced agents will offer you coverage tailored to your business, coverage that’s designed to protect the physical assets of your business as well as your income. Learn more about commercial insurance by downloading our brochure.

Additional available coverages


Home Systems Protection

Hay Mutual’s Home Systems Protection is an endorsement to your homeowner’s policy to cover repairs or replacement when home systems, equipment, and major appliances break down. Download our Home Systems Protection brochure Contact a Hay Mutual Insurance agent for a free quote or to learn more about this unique coverage.


Service Line Coverage

Did you know that underground piping and wiring is not covered by most property policies? And any problem with these underground lines can be extremely costly. That’s why we developed our unique Service Line Coverage. Download our Service Line brochure or contact one of our insurance agents for more information.


Water Protection Coverage

Climate change, aging infrastructure, catastrophic weather events and seasonal changes are all reasons why water damage is now the #1 contributor to claims in the insurance industry today. Download our Water Protection Coverage brochure or contact one of our insurance agents for more information.

You’re a member and you have privileges

As a policyholder of Hay Mutual Insurance, you are also an owner and a member. Members have the right to speedy claims processing as well as information on our finances and internal policies regarding privacy and accessibility. We’ve created these codes and policies to ensure that every member is treated with fairness and respect. Our approach is not common; it’s common sense.

We created our Code of Consumer Rights and Responsibilities in keeping with our ongoing practices of full disclosure and transparency. If you feel that our representatives are not following them, please let us know.

Disclosure of agent compensation

Hay Mutual Insurance Company distributes insurance products only through exclusive sales agents, who are employees of Hay Mutual, and they are required to place all insurance with Hay Mutual. We compensate agents with commission based on a fixed percentage of the policy premium you pay.

Hay Mutual Insurance Company does not offer any other form of compensation, remuneration, or loans to our exclusive agents.

The Hay Mutual Insurance Company is dedicated to meeting its obligations to its policyholders by employing prudent management of operation costs, investments, and product pricing, with stable, effective underwriting guidelines.

Managing conflicts of interest

The Canadian Council of Insurance Regulators (CCIR), after public consultations, agreed on three principles as best practices in managing actual or potential conflicts of interest. The principles promote consumer confidence in the insurance industry by outlining best practices for managing business situations when they arise. The principles are:

  1. The client’s interests come first. Distributors must put the interests of policyholders and purchasers ahead of their own.
  2. Make clear any conflicts or potential conflicts of interest. Consumers must receive disclosure of any actual or potential conflict of interest that is associated with a transaction or recommendation.
  3. Ensure products are the right fit. Products recommended must meet the needs of the consumer.

Learn more about the benefits of mutual insurance

Learn more about the mutual insurance industry in Canada through these organizations.

Canadian Association of Mutual Insurance Companies (CAMIC)  
The Canadian Association of Mutual Insurance Companies is a trade association of property and casualty insurance companies formed as mutual insurers.

National Association of Mutual Insurance Companies (NAMIC)
Providing positive contributions to our society through a financially sound, competitive, and ethical insurance industry, NAMIC strengthens and supports its members and the mutual property/casualty insurance industry by its leadership in advocacy, public policy, public affairs, and member services.

Ontario Mutuals
Here’s the difference between Ontario Mutuals and the large multi-national companies. Ontario Mutuals operate on a member-value basis. That means we pour our resources into service and long-term value for the policyholder—not returns for shareholders. As a policyholder, you have voting rights within the company on important decisions that will direct the successful operation of the company.

Your premium payment options

Hay Mutual Insurance members have many options when it comes to paying their premiums.

Pay Online

Pay using Visa & Mastercard online with our online payment form.

Cheque or Money Order

If you are paying by cheque or money order, please make it payable to Hay Mutual Insurance Company and return your payment with the invoice.

Telephone and Internet Banking

Add Hay Mutual Insurance as a payee using your insurance policy account number as your policy number.

Visa or MasterCard or Debit

We accept Visa, MasterCard and debit payments at our office. If you choose to provide your credit card information by phone, we will require your three-digit security number.

Interac E-transfers

Interac E-transfers can be sent to

Pre-authorized Monthly Payment Plan  (chequing or credit card)

Monthly Plans
For annual premiums greater than $300, you can create a pre-authorized monthly payment plan using your chequing account or a credit card. We require a two months’ premium to set up this plan and a 1.3% administration fee applies. There are two options for withdrawal dates: the 12th or 26th of each month.

To get started, download and complete our
Authorization for Monthly Pre-Authorized Debits form.

Annual Plans
We also offer pre-authorized annual payment plans for chequing accounts and credit cards. Two withdrawal dates are available: the 15th or 30th.

To sign-up for an annual automatic withdrawal plan, please download our Authorization for Annual Pre-Authorized Debits form.

If you have any questions or need help completing the form, please contact your agent or contact us at head office.

Our people are always close by

At Hay Mutual Insurance, personal service has been our priority since 1875, and no one does it better. Because we’re local and agent-based, we’re in the community we serve all the time.

Our agents

Meet the knowledgeable Hay Mutual Insurance agents. You may recognize them from soccer games or grocery stores near Zurich. That’s because they are locals. They know the area, the people, and they know how to cover the most common risks. Our 93% customer retention rate reflects our agents’ ability to assess each situation individually and accommodate unique requests.

Our agents are personal and are available even on evenings and weekends to help you manage your insurance needs.

Phil Erb

Phil Erb

Insurance Agent

Zurich, Ontario

About Phil

ph: 519-236-7346


To contact Phil, Click Here

Phil was born in Clinton, Ontario and raised on a dairy and mixed farming operation in Stanley Township. He received his Motor Vehicle Mechanic License from Fanshawe College. Phil was a heavy equipment operator and motor vehicle mechanic for numerous years. In September of 1996, Phil passed his General Insurance License Exam and joined Hay Mutual Insurance as an agent in January of 1997. He loves spending time with family, hunting, and fishing. Phil is a Capital Campaign Team Member for Jessica’s House, a residential hospice in Exeter as well as being the Chair of the Church Property Committee.  He always goes that extra mile and will continue to give the best personal service and provide insurance protection for all of his policyholders.

Brian Brooks

Brian Brooks

Insurance Agent

Grand Bend, Ontario

About Brian

ph: 519-238-5588


To contact Brian, Click Here

Brian grew up on a dairy farm outside of Springfield, Ontario and graduated from East Elgin Secondary School. He moved to the Exeter area in 1978 where he worked in the retail clothing business for ten years. His next career move was also in sales. He was a sales representative for a chemical company and travelled a large territory for almost ten years. In 1996, Brian became a licensed agent and has been with Hay Mutual Insurance since January of 1997. Brian is an avid golfer and always sponsors a hole for the Grand Bend Chamber of Commerce golf tournament at Oakwood. He loves to travel, enjoys golf, hunting and hockey. He has been on the Zurich Minor Athletic Board and was a member of the Bluewater Community Foundation. Brian has brought many years of good customer service experience and wishes to retain his current business relationships by giving personal service with products that suit the needs of his current and future policyholders.

Steve Consitt

Steve Consitt

Insurance Agent

Zurich, Ontario

About Steve

ph: 519-236-4111


To contact Steve, Click Here

Steve was born and raised in Zurich, Ontario. His credentials include his graduation diploma from South Huron District High School; Basic Business at Fanshawe College; Firefighting courses including, upgrades along with several insurance courses towards his CIP designation. At age 19, Steve began his sales experience as a car salesman in Exeter. He became a licensed Insurance Broker in 1990 and sold insurance in a Clinton office. Steve spent numerous years in auto service for a major car dealership in Exeter and became an agent for Hay Mutual Insurance after receiving his Agents license in 2009. He continues to be a volunteer firefighter in Zurich and was on the Board of Stewards at his church. Steve is involved with minor athletics and you can meet him at Zurich’s annual Bean Festival each year. With a love of classic cars and Nascar racing, Steve takes in a couple of races a year with family members. Family time is at the top of his list of favourite things to do along with snowmobiling, golf, and fishing. He brings over 25 years of customer service and sales experience to Hay Mutual. His goal is to continue to provide personal service to his customers and to increase his book of business with similar clients.

Colleen Faulds Walden

Colleen Faulds Walden

Insurance Agent

Varna, Ontario

About Colleen

ph: 519-233-3442


To contact Colleen, Click Here

Colleen is originally from south of Clinton and was raised on a farrow to finish swine farm. She now lives in Varna. After graduating from CHSS, Colleen received a Business Diploma from Conestoga College. She was previously employed as a Customer Service Representative at the Ontario Ministry of Agriculture and Food in Clinton. Colleen received her General Insurance License in 1999 and joined Hay Mutual Insurance in January of 2000. For the last fifteen years, Colleen has also been the Secretary Treasurer for the Varna Water System. She volunteers for different community events and is involved with helping at the annual Varna Pork BBQ. Colleen enjoys hiking, skiing and kayaking. She loves to travel and some of her travels have taken her as far as Switzerland, China, Mexico and many other places around the globe. Colleen believes that it is a privilege to be invited into people’s homes and feels that it is her duty to assist them in protecting their most valuable assets. She is dedicated to giving the best personal service possible.

Paula Dunn, CIP

Paula Dunn, CIP

Insurance Agent

Zurich, Ontario

About Paula

ph: 519-236-7872


To contact Paula, Click Here

Paula lives in the Zurich area and joined our Hay Mutual team in 2009. After graduating high school, Paula continued her postsecondary education graduating in Business at Fanshawe College in London. She began her insurance career in 1989 and completed many courses to earn her Chartered Insurance Professional designation. Involvement in the Minor Hockey Association and volunteering at local schools has kept her familiar with many residents in this community. Paula loves to travel and prefers outdoor activities including hiking, skiing and fishing. Her long term career and education in insurance has provided her with the experience to service all of her Hay Mutual Client’s individual needs.

Corey Illman

Corey Illman

Insurance Agent

Seaforth, Ontario

About Corey

ph: 519-870-8713


To contact Corey, Click Here

Corey is originally from the Mitchell area and is currently living in Egmondville, Ontario. After graduating from Mitchell District High School, she was licensed in September of 1984. Corey was employed in the insurance industry for several years before becoming a stay at home Mom who worked on their pork farm. After receiving her license again in February of 2002, Corey was employed by Moore Hemsworth Insurance Group for almost 16 years. She was involved in Minor Hockey for several years and enjoys family time and travelling. Corey brings many years of insurance experience with her to our Hay Mutual team. She welcomes the idea of being your agent so please feel free to contact her with any insurance related inquiries.

Jennifer Watt

Jennifer Watt

Insurance Agent

Bayfield, Ontario

About Jennifer

ph: 519-441-1900


To contact Jennifer, Click Here

Jennifer joined the Hay Mutual team as an agent in November 2017. She brings 13 years of experience in the insurance industry. Jennifer graduated from Westervelt College and resides in Bayfield. It is very important to Jennifer to get to know her clients and to support them with their insurance needs at every stage of their lives. Please contact her today with any questions or to discuss your insurance needs.

Brett Blake

Brett Blake

Insurance Agent

Clinton, Ontario

About Brett

ph: 519-955-7046


To contact Brett, Click Here

Brett was born and raised in Clinton, Ontario. He graduated CHSS and went on to graduate from Fanshawe College with a Business Insurance Degree. He has five years of underwriting experience, with three of those years being part of the Farm Mutual industry. Brett appreciates the Mutual Insurance way and the small town living. His hobbies include refereeing minor hockey, playing sports, spending time with his family and staying current with the insurance industry. Brett is fully committed to his insurance knowledge and providing great service to his policy holders.
Please feel free to give him a call today!

Lisa McGregor

Lisa McGregor

Insurance Agent

Hensall, Ontario

About Lisa

ph: 519-236-4381


To contact Lisa, Click Here

Lisa has been living in Huron County for the past eight years. She graduated Police Foundations at Conestoga College. She brings with her, five years of Business Development and Inside Sales experience which will add to her success as she begins her insurance career. Her hobbies include hiking, yoga, spending time with her family and cheering on her kids at baseball and hockey. Lisa is looking forward to implementing the customer skills she has in developing great relationships with both current and new policyholders. As our Inside Sales Agent, Lisa will be at our office location full time, available to service our policy holders in person and onsite.

Our Staff

Shawn R Durnin, CIP
To contact Shawn, click here.

Brad Hunking, CIP
To contact Brad, click here.

Melanie O’Shea
Office Admin
To contact Melanie, click here.

Steve Carnochan, CIP
Claims Adjuster
To contact Steve, click here.

Emily Lovie
To contact Emily, click here.

Jenna Regier, CIP
To contact Jenna, click here.

Stephanie Harris
To contact Stephanie, click here.

Andrea Schaefer, CPA CA CIP
To contact Andrea, click here.

Janene Seller-Wells
To contact Janene, click here.

Lesa Regier
To contact Lesa, click here.

Our Directors

Hay Mutual is known for financial strength. We’re in the top three among Ontario Mutuals (surplus to premium ratio), and we have our Directors to thank for that. Our Board of Directors is forward thinking and always looks at the big picture.

Robert Pertschy


Robert originally joined the Board of Directors in 1998, and has been a life-long member of Hay Mutual Insurance. Born and raised in the Crediton area, Robert is presently mentoring the fourth generation of his family to continue operation of the family farm. Robert served his community as a volunteer firefighter from 1978 and since 2002 is now employed as a Fire Prevention Inspector in a large urban centre. Hay Mutual Insurance has been a very successful insurance company since 1875, and Robert is proud to belong to the Hay Mutual Insurance Board of Directors guiding us towards a bright future of continued success.

To contact Robert, click here.

Tom Hartman


Tom was born and raised on the Hartman Homestead Farm south of Zurich, Ontario where he currently operates an organic farm operation. After finishing high school, Tom went on to graduate from the University of Guelph with a B.Sc. in Agriculture. He was also employed for 10 years as an extension advisor with the Ontario Ministry of Agriculture and Food. Tom was elected as a Director for Hay Mutual Insurance in the year 2000 and welcomes the opportunity to continue to serve on the Hay Mutual Board and along with his fellow board members to help direct and protect our strong company.

To contact Tom, click here.

Bill Gibson


Bill is a CHSS grad who is a full-time cash crop & swine farmer and was elected to the Board of Directors in February of 1999. He has been involved in various Agricultural Organizations along with the Canadian Power Squadron. Bill is involved as a Trustee and has been on various committees at the United Church in Clinton. He was also a past director and president of the Hensall District Co-op. His interests include boating, snowmobiling and he enjoys most sports. Bill finds that, as a long time director of Hay Mutual Insurance, it is extremely gratifying to be part of an organization that benefits its members and the community as a whole. He looks forward to facing the future challenges and opportunities of the Board and is confident these benefits will continue.

To contact Bill, click here.

Jerry Groot


Jerry was born and raised on a dairy and hog farm in the Zurich area. He joined Hay Mutual Insurance as a director in 2008. He attended St Boniface School and then graduated from South Huron District High School. He has various night school certificates from Fanshawe College in London and has been employed by Hensall Co-op for over 32 years. Jerry was a former 4H Dairy Club member and had been involved with Zurich Minor Athletic Association for seven years, as well as serving as their president for two of those years. He is a member of the Knights of Columbus and enjoys hockey, baseball, golf, kayaking and farming. Jerry feels that it has been a pleasure serving on the Board of Hay Mutual Insurance and with a proven track record of a fair and conservative approach, will continue to guide this prosperous company along with its great staff, agents and fellow board members.

To contact Jerry, click here.

John Coleman


John was elected as a Director of Hay Mutual Insurance in 1999. He was born and raised on the family farm at Kippen, Ontario where after graduating high school, John received a College Diploma for Agriculture Business Management. He is currently a cash crop farmer and worked as a Co-Op Manager Trainee. His employment as an Agriculture Canada field crop inspector has brought great experience to our Board. John enjoys golf, hockey, wood working and spending quality time with family and friends. He is instrumental in community support and helps with many events in the community. John is proud to be involved with a local forward thinking company that has steadily grown over the years while going through numerous regulatory changes. All this has been accomplished using a common sense approach.

To contact John, click here.

John VanLoo


John VanLoo, who was born and raised in Clinton, Ontario, joined our Board of Directors at Hay Mutual Insurance in March of 2004. He has completed the OMIA Directors Certification and for the past 43 years has been working in sales and customer service for Epps Products, a manufacturer of high pressure cleaning equipment. John has numerous interests including hunting, competitive 3D archery and gardening. He currently sits on the Executive of Huron Fish & Game and has done so for the past 18 years. He manages the archery program there as well. John also holds the position of Secretary of the Clinton Radar Senior A Hockey Team and has done player recruitment for the past 4 years. John feels that it has been an honour to serve as a member of the Board of Directors for Hay Mutual Insurance and looks forward to making a difference in our community in the future.

To contact John, click here.

Hay Mutual will look after you and your claim

Please report any claims to your insurance agent as soon as possible. For after-hours claims emergencies, call 1-877-663-0701. After your call, follow our checklists below for property loss or auto loss to ensure the claims process goes as smoothly as possible.

What to do in case of automobile loss

1. Call the police.

2. Don’t discuss who is to blame. Just do your best to note the accident details, such as date, time, location and the name, driver’s license and plate numbers of the drivers.

3. If your vehicle is not driveable, make the necessary arrangements to have it towed to the nearest garage that has a safe compound.

4. Our members may choose the auto repair center to restore or replace their damaged vehicle. Don’t be persuaded to sign work orders for repair shops you are not familiar with. Wait until you have spoken to our adjusters.

5. Contact our office or your agent. Our in-house claims adjuster will be assigned at the earliest opportunity. A prompt and fair loss adjustment is easier when the damages are seen before repairs begin.
6. Collect the following information for the claims adjuster:

  • The name, address, telephone number, insurance company and policy number of all parties involved
  • Name, badge number and police force of investigating officer(s), if the loss was reported to police
  • Address and telephone number of any witnesses
  • Address and telephone number of the location of your vehicle (i.e. if it has been towed)

What to do in case of property loss

If you feel you have a possible loss that is covered by your policy, follow these steps:

  1. Contact our office or your agent. Our in-house claims adjuster will contact you at the earliest opportunity. A prompt and fair loss adjustment is easier when the damages are seen before repairs begin. If the loss is due to theft, vandalism or malicious acts, contact the police first.
  2. Collect this information to provide our claims adjuster:
    • address and telephone number where you can be contacted
    • details of the claim
    • your policy number
  1. In the case of livestock alleged to have been killed by lightning, electricity, drowning or accidental physical entrapment, contact us and notify your veterinarian before moving the carcass. We require a veterinarian certificate stating the cause of death in such cases. If the loss is insured by your policy, Hay Mutual will pay the veterinarian fee.


Insurance companies, along with the agents who sell personal, auto and commercial insurance, are committed to safeguarding your rights when you shop for insurance and when you submit a claim following a loss. Your rights include the right to be informed fully, to be treated fairly, to timely complaint resolution, and to privacy. These rights are grounded in the contract between you and your insurer and the insurance laws of your province. With rights, however, come responsibilities including, for example, the expectation that you will provide complete and accurate information to your insurer. Your policy outlines other important responsibilities. Insurers and their distribution networks, and governments also have important roles to play in ensuring that your rights are protected.

Right to Be Informed

You can expect to access clear information about your policy, your coverage, and the claims settlement process. You have the right to an easy-to‐understand explanation of how insurance works and how it will meet your needs. You also have a right to know how insurers calculate price based on relevant facts.

You have the right to ask who is providing compensation to your agent for the sale of your insurance. Your agent will provide information detailing for you how he or she is paid, by whom, and in what ways.

Insurance companies will disclose their compensation arrangements with their distribution networks.

Responsibility to Ask Questions and Share Information

To safeguard your right to purchase appropriate coverage at a competitive price, you should ask questions about your policy so that you understand what it covers and what your obligations are under it. You can access information through brochures and websites, as well as through one‐on-one meetings with your agent. You have the option to shop the marketplace for the combination of coverages and service levels that best suits your insurance needs. To maintain your protection against loss, you must promptly inform your insurance company or agent of any change in your circumstances.

Right to Complaint Resolution

Insurance companies and their agents are committed to high standards of customer service. If you have a complaint about the service you have received, you have a right to access your company’s complaint resolution process. Your insurer or agent can provide you with information about how you can ensure that your complaint is heard and promptly handled.

Responsibility to Resolve Disputes

You should always enter into the dispute resolution process in good faith, provide required information in a timely manner, and remain open to recommendations made by independent observers as part of that process.

Right to Professional Service

You have the right to deal with insurance professionals who exhibit a high ethical standard, which includes acting with honesty, integrity, fairness and skill. Agents must exhibit extensive knowledge of the product, its coverages and its limitations in order to best serve you. These standards are outlined in A Consumer’s Guide to Property and Casualty Insurance Transactions, supported by members of the Insurance Brokers Association of Canada.

Right to Privacy

Because it is important for you to disclose any and all information required by an insurer to provide the insurance coverage that best suits you, you have the right to know that your information will be used for the purpose set out in the privacy statement made available to you by your agent or insurance Company. This information will not be disclosed to anyone except as permitted by law. You should know that insurers are subject Canada’s privacy laws.

Consider a career at Hay Mutual

Whether you’re looking for your first job or making a mid-life career change, Hay Mutual Insurance will help you grow. We support education. Through the years, Hay Mutual has encouraged training and provided access to take courses and the ability to get designations. For example, Hay Mutual pays for staff to complete Chartered Insurance Professional (CIP) courses.

If you want to work for a good company close to home, contact us for information on current career opportunities.

Contact us at Hay Mutual

We are located at 37868 Zurich-Hensall Rd, Zurich, ON N0M 2T0.

Call our office Monday to Friday, from 8:30 4:30 p.m. to speak to a real person in your community. If you are phoning outside of our normal business hours, please call your agent or complete the contact form. If you need to make a claim, call our 24/7 claims line 1-877-663-0701.

Telephone 1-519-236-4381
Toll-free 1-877-807-3812 (519 area code only)
Fax 1-519-236-7681