Early resolved case summary #2017-002: Access to personal information held by insurance company facilitated through the early resolution process

An individual complained to the OPC after an insurance company denied access to parts of their insurance claim file, including case management notes and a video of an incident. The company claimed the notes were confidential commercial information and the video contained third-party images. Through the early resolution process, the company allowed the individual to view the video and provided a redacted version of the case management notes. The complaint was resolved early.

• Access to personal information, including insurance claim files and videos.
• Application of PIPEDA exemptions for confidential commercial information and third-party personal information.
• Severing or redaction of information to provide access.
• Obligation to provide access to personal information.