Claims correspondence retention for Ontario personal-lines brokers

Answers are general operational information only — not legal, tax, regulatory, clinical, privacy, immigration, or professional advice. Requirements vary by matter, client, and regulator.

Frequently asked questions

What claims correspondence should brokers retain?

Typically FNOL record, client communications, broker advice documentation, insurer/adjuster letters, coverage decisions, and related policy documents — follow current RIBO retention guidance and firm policy.

How long retain personal-lines claims files?

Reg. 991 s. 17(9) generally requires required records to be preserved for at least the six-year period previous to the most recent fiscal year-end. Longer periods may be needed for limitation, E&O, or contractual reasons — confirm with counsel.

Should FNOL photos go on a checklist?

Yes — damage photos, police reports, and third-party info as separate lines improve completeness and retrievability.

Does Hivi-X sync with insurer claim portals?

No. Export the broker-side file; insurer portals remain separate.

When is email filing enough?

Only if material correspondence is consistently saved into the designated client file/BMS — inbox-only habits fail when staff leave.

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