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EmpireChat is a facility established and maintained by The Empire Life Insurance Company and its affiliates ("Empire Life" or “we”).

Please read these EmpireChat Terms of Use before using EmpireChat.  These Terms of Use, which may be modified from time to time without notice, govern your access to and your use of EmpireChat, and contain important information about how Empire Life will access, use and disclose any information, including personal information that you provide to The Empire Life Insurance Company (“Empire Life” or “we”) using EmpireChat. Your use of EmpireChat constitutes your acceptance of these Terms of Use as may be modified from time to time.

1. Use of EmpireChat

EmpireChat enables Empire Life customer service representatives to interact with individuals over the age of majority in the province or territory where they are resident who use EmpireChat through on screen pop-up windows on Empire Life’s public websites including, or (“Websites”) to assist them in navigating our Websites and to provide them with general information about Empire Life’s products and services upon their request. We will not provide specific financial advice or policy information to, or act on an instruction from, any users of EmpireChat.

Empire Life will offer real time EmpireChat during our business hours, which hours may change from time to time.

Empire Life reserves the right to shut down EmpireChat or the Empire ChatBot to perform maintenance, updates and other adjustments or to temporarily or permanently cease offering EmpireChat at any time in our sole discretion without notice.  EMPIRECHAT IS PROVIDED FOR YOUR USE ON AN “AS IS” BASIS AND EMPIRE LIFE MAKES NO REPRESENTATIONS AND PROVIDES NO WARRANTIES OF FITNESS FOR A PARTICULAR PURPOSE.  Empire Life does not guarantee that EmpireChat will be available or that its use will be uninterrupted.  You acknowledge and agree that the following rules apply to the use of EmpireChat:

You are solely responsible for the content you post on or provide through EmpireChat and you do so at your risk.  Your use of EmpireChat must be in accordance with Canadian privacy legislation. You must not use or attempt to use EmpireChat to:

(a) pass yourself off as another person;

(b) post information that you are not authorised to provide;

(c) adversely affect the reputation of Empire Life;

(d) damage or interfere with EmpireChat data, software, website or information technology systems;

(e) send any offensive, inflammatory, defamatory, fraudulent or otherwise unlawful information;

(f) engage in commercial activities unrelated to Empire Life’s business;

(g) harass, cause annoyance or inconvenience to Empire Life or its employees or agents;

(h) remove or modify any notices or links that have been included in Empire Chat; or

(i)  employ any automated devices or means to use or access EmpireChat.

You agree that Empire Life, may terminate your use of EmpireChat for any reason, including, without limitation, if Empire Life in its sole discretion believes that you have violated or acted inconsistently with these Terms of Use. You agree that Empire Life may terminate your access to EmpireChat under any provision of these Terms of Use which may be effected without prior notice. Further, you agree that Empire Life shall not be liable to you or any third party for any termination of your access to EmpireChat. 

2. Empire ChatBot

As part of EmpireChat, Empire Life additionally offers the ability for you to interact with the Empire ChatBot, an automated chat facility that will allow you to access resources available from the Websites during either business or non-business hours without the intervention of a customer service representative or other person.

Your use of the Empire ChatBot, either by initiating or communicating, constitutes your consent to receive communications from the Empire ChatBot and for Empire Life to maintain a record of your communication.

The Empire ChatBot may utilize Google software products including but not limited to (i) Google Dialogue Flow, (ii) Google Analytics, (iii) Google Sheets, and (iv) Google Firebase (“Google Software”) to interpret any communications that you have with the Empire ChatBot.  By initiating and continuing your communication with the Empire ChatBot, you consent to having your conversation with the Empire ChatBot processed through the Google Software.

The Empire ChatBot has been provided for your convenience.  The Empire ChatBot uses artificial intelligence to evaluate and respond to the questions you ask.  As a result, the Empire ChatBot may provide inaccurate or incomplete information to the questions that you ask. By using the Empire ChatBot, you agree that you are using the Empire ChatBot at your own risk and that Empire Life shall not be liable to you or to any other party for any reliance that you place on information provided to you by the Empire ChatBot.

3. Privacy

Empire Life will not request personal information from you as part of any EmpireChat communication.  If you provide personal information to Empire Life, this personal information will be recorded in an EmpireChat transcript and we will collect, use, store and disclose this personal information in accordance with our Privacy Policy and the Website’s Terms of Use.  Empire Life may disclose the contents of EmpireChat communications (which may include any personal information you provide to us when using EmpireChat) to our service providers, which may be located outside Canada. Empire Life has in place contractual arrangements with our service providers for the protection of your personal information.

Empire Life will not disclose any personal or policy information while we interact with you via EmpireChat. If the disclosure of personal or policy information is required to assist you with your enquiry, Empire Life will contact you via other means, such as over the telephone or via Empire Life’s email message. Please avoid disclosing any personal or policy information when using EmpireChat.

4.Transcripts and records

For quality assurance and to ensure the accuracy of information collected and provided to you, a transcript of all communications with you, including all responses provided to your requests via EmpireChat will be retained to resolve your inquiry and for quality and monitoring purposes.  EmpireChat transcripts may be stored by our service providers outside Canada.

5. Warranties/limited liability

To the extent permitted by law, Empire Life excludes all implied representations and warranties, whether statutory or otherwise, that EmpireChat will meet your requirements or its use will be uninterrupted, timely, secure and error-free.

Empire Life will not be liable to you or any other party for any actions, proceedings, claims, losses or damages suffered by you arising from or connected with your use of EmpireChat, including, without limitation, indirect or consequential loss or for loss or corruption of data, loss of revenue or loss of profits, whether in contract, tort or under statute or otherwise arising from or connected with your use of EmpireChat.

No advice or information obtained by you from Empire Life using EmpireChat shall create any warranty not expressly stated in these terms of use.

Empire Life shall not be liable for any direct, indirect, incidental, special consequential or exemplary damages, including but not limited to damages for loss of profits, goodwill, use, data or other intangible losses (even if Empire Life has been advised of the possibility of such damages), resulting from:

  1. the use of, or the inability to use Empire Chat;

  2. unauthorized access to or alteration of your transmissions or data;

  3. negligence in the provision or maintenance of EmpireChat; or

  4. any other matters relating to EmpireChat.

6. Governing Law and Governing version

These terms of use are governed by and shall be construed in accordance with the laws of the Province of Ontario, Canada (“Ontario”). In the event of a dispute, you agree to submit to the non-exclusive jurisdiction of the courts of Ontario. You further agree that these terms of use may be enforced in the courts of any competent jurisdiction.

The failure of Empire Life to exercise or enforce any right or provision of the Terms of Use shall not constitute a waiver of such right or provision. If any provision of the terms of use is found by a court of competent jurisdiction to be invalid, the parties nevertheless agree that the court should endeavour to give effect to the parties' intentions as reflected in the provision, and the other provisions of the terms of use shall remain in full force and effect. You agree that regardless of any statute or law to the contrary, any claim or cause of action arising out of or related to use of EmpireChat or the Terms of Use must be filed within one (1) year after such claim or cause of action arose or be forever barred.