Access to Information Requests

We were approached by an insurance company whose insured had made an access to information request for records relating to an insurance claim. The insurance company wanted to preserve its relationship with the insured while protecting internal records.

Working with the client and insurance adjuster, we reviewed the records being sought by the insured and devised a fair approach to the access request. We gave the insured access to a substantial amount of records to alleviate concerns over the claim's handling while maintaining a firm approach in withholding records that were sensitive to the client. The insured sought a review of our response to the Office of the Information and Privacy Commissioner. We maintained our position, taking into account the need to set a precedent for future access requests that may be made to the client by other individuals.

We successfully defended our position before the Privacy Commissioner and also managed to avoid further Inquiry. Processes before the Privacy Commissioner can take time to resolve, and we were able to provide regular updates on the status and minimize expenses incurred.