1. FSCO Compliance March 2014

2. Financial Services Commission of Ontario About FSCO  FSCO is a provincial body with regulatory jurisdiction in Ontario and is governed by the Financial Services Commission of Ontario Act, 1997.  FSCO is an integrated regulator with solvency and market conduct oversight of the following sectors: Insurance (Life & Health and Property & Casualty) Pension Plans Credit Unions and Caisses Populaires Mortgage Brokers and Administrators Co-operative Corporations Loan and Trust Companies 2 March 2014

3. Financial Services Commission of Ontario FSCO Regulatory Core Activities Market Conduct Regulation and Supervision Regulatory Policy Licensing & Registration Filings & Applications Monitoring & Compliance Enforcement & Intervention Regulatory Collaboration 3March 2014

4. Financial Services Commission of Ontario DICORIBO FMGF / OMIA OSCMFDAIIROC Ministry of Finance OSFI / FCAC CCIR / CISRO Other Regulators Police Services FINTRAC March 2014 4

5. Financial Services Commission of Ontario Outcomes of Risk-based Market Conduct Regulation  FSCO’s expectations for the conduct of individual licensees: Fair treatment of consumers and claimants Disclosure of information to enable consumers to make informed decisions Compliance with laws Good corporate governance  FSCO’s expectation for system level conditions supported by individual licensees: Stable marketplace Proactive identification of issues Fair Dispute Resolution March 2014 5

6. Financial Services Commission of Ontario  Removed unnecessary barriers to licensing  Introduced written disclosure of actual or potential conflicts of interest (O. Reg 347/04)  Insurance industry practices review: Questionnaire Industry sponsored codes of ethics rather than impose rules Principles based Priority of the Client’s interest Disclose actual or potential conflicts Recommend suitable products 2004 2006 Compliance Regulatory and Supervisory Landscape March 2014 6

7. Financial Services Commission of Ontario  Agreement on Internal Trade, the Ontario Labour Mobility Act, the Ontario-Quebec Trade and Co- operation Agreement and industry requests for harmonization.  Life Insurance Product Suitability Questionnaire Agent non-compliance activity Follow-up on improvements  Canadian Insurance Regulators Disciplinary Actions database 2012 2013 Compliance Regulatory and Supervisory Landscape March 2014 7

8. Financial Services Commission of Ontario  Consultation on a Proposal to Modernize Disciplinary Hearings for Insurance Agents and Adjusters  Develop a harmonized proficiency standard to replace the LLQP and the standard currently in place in Quebec  New FSCO computer system under development to handle all types of licences on line 2013 2014 Compliance Regulatory and Supervisory Landscape March 2014 8

9. Financial Services Commission of Ontario Consumer Complaint Handling System  Consumers have come to rely on a high level of complaint handling and dispute resolution service from the “Industry First Response” framework.  Ontario’s consumer complaint handling system is working well.  All stakeholders must continue to refine and strengthen industry standards for Consumer Complaint Handling Protocols.  Work with companies to ensure that complainants who have unresolved complaints are aware of the opportunity to have those complaints reviewed independently. March 2014 9

10. Financial Services Commission of Ontario 10 Complaints – Life & Health Insurance IMPORTANT: This presentation and the data included herein is intended for limited purposes and should NOT be used by any other parties or in advertising or any publications without FSCO’s prior written consent. The information above should only be considered in the context of this illustration. March 2014 Claims / Settlements, 36% 30% Administration,

11. Financial Services Commission of Ontario How Do We Decide What Action to Take?  Within the Superintendent’s authority to do so  Public harm – number of victims or amount of money involved  Type of offence  Deterrence value – specific and general  Seriousness of misconduct  Frequency  Sensitivity  Repeat occurrences or the risk of reoccurrence  Timeliness  Chances of success  Appropriate remedy is available  Matter is subject to criminal prosecution or other litigation  Issue is systemic in nature  Sometimes, because it is the right thing to do March 2014 11

12. Financial Services Commission of Ontario Scope of Possible Compliance Actions March 2014 12 http://www.fsco.gov.on.ca/en/insurance/enforcement/Pages/agents.aspx

13. Financial Services Commission of Ontario March 2014 13

14. Financial Services Commission of Ontario Recommendations from the 2013 IMF Assessment of Canada Against the Insurance Core Principles 18. Intermediaries a) Maintain the positive momentum in promoting appropriate harmonisation of the regulatory regimes and supervisory practices with respect to intermediaries across provinces; b) Consider establishing proportionate expectation tailored for intermediaries, focusing on achieving fair treatment outcome for policyholders; March 2014 14

15. Financial Services Commission of Ontario Recommendations from the 2013 IMF Assessment of Canada Against the Insurance Core Principles 19. Conduct of Business (COB) Strengthen the current COB regimes by: a) Continuing the proactive initiatives by CCIR and JFFMR to enhance consistency of COB regulatory regimes across provinces; b) Empowering FSCO to issue enforceable rules on product development and promotion as well as require insurers and intermediaries to conduct needs analysis before providing advice and meet policy servicing obligations; March 2014 15

16. Financial Services Commission of Ontario Recommendations from the 2013 IMF Assessment of Canada Against the Insurance Core Principles 21. Countering Fraud in Insurance While their enforcement work has included action against intermediaries in relation to misrepresentation of insurance cover to a customer, consider the merits of setting out both AMF and FSCO expectations of intermediaries in the area of fraud controls more clearly. March 2014 16

17. Financial Services Commission of Ontario Recommendations from the 2013 IMF Assessment of Canada Against the Insurance Core Principles 22. Anti-Money Laundering and Combating the Financing of Terrorism In relation to intermediaries, consider how best AMF and FSCO should set out their AML/CFT expectations in more detail, drawing on their supervisory work and experience. March 2014 17

18. Financial Services Commission of Ontario Emerging Issues - Complexity 1. Products are targeted and marketed to customer groups for which they are not suitable. 2. The customer does not understand the product being targeted at them. 3. The intermediary does not understand the product. 4. The company does not fully understand how the product will perform or is unable to monitor the risks to customers. 5. The company cannot fully support a product after it is launched (systems / volumes). 6. All financial services sector market participants will be affected by global regulatory reforms and market trends. March 2014 18

19. Financial Services Commission of Ontario Questions? March 2014 19