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Non-Discrimination Policy

The Morrow Group & Co. is committed to providing insurance guidance, service, and access to information in a respectful, fair, and professional manner. This policy explains our commitment to non-discrimination, equal service, accessibility, language support, complaint handling, and ongoing accountability.
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This page is intended as a professional website policy draft. The final version should be reviewed by counsel and aligned with all applicable insurance, state, federal, carrier, and licensing requirements.

Privacy Policy

Policy overview

The Morrow Group & Co. believes insurance guidance should be clear, respectful, and accessible. We do not base service quality, communication, responsiveness, or access to agency support on a person’s race, color, religion, national origin, ancestry, sex, gender, gender identity or expression, sexual orientation, marital status, age, disability, veteran status, military status, pregnancy, genetic information, source of income, familial status, language, citizenship status where protected, or any other characteristic protected by applicable law.

This commitment applies to every stage of the client experience, including inquiries, quote requests, consultations, policy service, claims support, document requests, renewals, policy changes, and general communication with the agency.

Equal service commitment

Our role is to help individuals, families, businesses, organizations, and event leaders understand insurance options and take informed next steps. We are committed to treating every inquiry with dignity and professionalism, whether the request involves personal insurance, business insurance, life insurance, special event insurance, high-net-worth coverage, claims support, or general policy service.

  • Respectful communication. Clients and prospects should be spoken to with courtesy, patience, and professionalism.
  • Consistent intake. Quote and service requests should be evaluated through relevant insurance information, underwriting requirements, carrier availability, and agency process — not personal bias.
  • Clear explanation. When coverage is unavailable, limited, or subject to additional underwriting, the reason should be explained in plain language whenever possible.
  • Responsive support. Service quality should not vary based on a person’s protected characteristics or background.

Protected characteristics

The Morrow Group & Co. does not unlawfully discriminate against any person or group. This policy covers both direct discrimination and practices that could unfairly limit access to service. Protected characteristics may vary by jurisdiction, and this policy should be interpreted broadly to support fair access and equal treatment.

  • Examples of protected traits
    Race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, gender identity or expression, pregnancy, genetic information, and other legally protected classifications.
  • Where this applies
    Phone calls, website inquiries, email communication, quote intake, office visits, claims guidance, document requests, renewals, policy changes, and follow-up service.
  • How decisions are made
    Insurance availability, pricing, eligibility, limits, exclusions, and underwriting are handled through relevant risk information, carrier guidelines, policy terms, and applicable laws.

Insurance availability, underwriting, and carrier decisions

As an independent insurance brokerage, The Morrow Group & Co. may work with multiple carrier partners. Coverage availability, eligibility, pricing, deductibles, limits, endorsements, exclusions, and underwriting outcomes may vary by carrier, state, policy type, risk profile, business class, property condition, claims history, driving record, event details, venue requirements, or other lawful underwriting factors.

Our non-discrimination commitment does not mean every person, property, business, event, or exposure will qualify for every policy or carrier. It means the agency will approach requests professionally and will not unlawfully deny, delay, discourage, or reduce service based on protected characteristics.

  • We may request relevant information needed to review options, such as ZIP code, property details, business operations, payroll, event attendance, prior coverage, claims history, drivers, vehicles, or policy documents.
  • We may explain limitations when a carrier declines, restricts, or modifies coverage based on lawful underwriting guidelines.
  • We may recommend alternatives when available, including different carriers, coverage structures, risk-management steps, or service resources.
  • We do not promise placement for every risk, but we do commit to a respectful and fair process.

Accessibility and reasonable assistance

The Morrow Group & Co. strives to make its services understandable and accessible. Clients or prospects who need assistance because of a disability, communication limitation, technology barrier, or other accessibility need may contact the agency for support. We will make reasonable efforts to provide information in a usable way and to help people complete agency processes.

  • Assistance reading or understanding service instructions.
  • Help identifying the correct form, carrier contact, claims pathway, or policy service request.
  • Reasonable communication adjustments, such as phone follow-up instead of email when appropriate.
  • Support for document upload or alternative submission methods when available.
  • Guidance for using website contact, quote, claims, or service request tools.

Website accessibility feedback can be submitted through the contact page. When reporting an issue, it is helpful to include the page URL, the device or browser used, and a short description of the accessibility barrier.

Language support and clear communication

Insurance can be complex. Morrow Group’s brand promise is rooted in education, guidance, and helping people make confident protection decisions. We aim to explain coverage concepts in plain language and avoid unnecessary jargon whenever possible.

If a client or prospect has limited English proficiency or needs help understanding insurance terms, they may request additional explanation. Where feasible, the agency may provide slower verbal explanations, written summaries, translated support through available tools or third parties, or referral to carrier resources that may offer language assistance.

Digital experience, forms, and online tools

This policy applies to digital interactions as well as in-person and phone communication. Online quote forms, policy service forms, upload tools, contact forms, claims pathways, and carrier links should be presented in a way that supports clarity and equal access.

  • Quote requests
    Users should be able to submit relevant insurance details without being discouraged based on protected characteristics.
  • Claims and service requests
    Clients should receive guidance based on policy and carrier process, not personal identity or background.
  • Third-party carrier links
    Some service actions may occur on carrier websites. Those sites are controlled by third parties and may have separate policies, accessibility features, privacy practices, and complaint procedures.
  • Uploads and documents
    If document upload is offered, users should only submit information relevant to the quote, policy, claims, or service request.

Staff, producer, and representative conduct

Agency team members, producers, contractors, or representatives acting on behalf of The Morrow Group & Co. are expected to uphold this policy. Professional conduct includes respectful communication, careful handling of personal information, accurate routing of requests, and timely escalation of concerns.

  • Do not discourage service because of a protected characteristic or assumption about a client.
  • Do not make derogatory comments or use stereotypes in client communication or internal notes.
  • Do not alter service quality based on protected characteristics, neighborhood perceptions, family structure, disability, language, or similar factors.
  • Do document relevant underwriting facts clearly and professionally.
  • Do escalate concerns when a client raises a discrimination, accessibility, or service fairness issue.

Questions, complaints, and review process

Anyone who believes they were treated unfairly, denied equal service, discouraged from requesting coverage, or unable to access agency information may contact The Morrow Group & Co. for review. The agency should review concerns in good faith and respond through an appropriate internal process.

  • Your name and preferred contact method.
  • The date of the interaction or service request.
  • The page, form, policy type, carrier, or team member involved, if known.
  • A clear description of what happened.
  • Any documents, messages, screenshots, or reference numbers that may help the review.

Raising a complaint will not be used as a reason to reduce service quality, delay support, or discourage future business. Some issues may also be subject to carrier procedures or state insurance department processes depending on the nature of the concern.

Client and website user responsibilities

Fair service works best when communication is respectful and information is accurate. Clients, prospects, and website users are expected to provide truthful information, respond to reasonable follow-up requests, and communicate with agency staff in a respectful manner.

  • Provide accurate details needed for quote, underwriting, policy service, or claims guidance.
  • Update the agency when circumstances change, such as address, drivers, business operations, event details, payroll, property use, or contact information.
  • Avoid abusive, threatening, discriminatory, harassing, or fraudulent communication.
  • Understand that carrier underwriting and pricing decisions may depend on lawful risk factors outside of the agency’s control.

Policy updates and legal review

This policy may be updated from time to time to reflect changes in agency practices, website tools, carrier relationships, accessibility improvements, or legal requirements. The version posted on this website should be considered the current website version.

This draft is designed for professional website use and should be reviewed by legal counsel, compliance advisors, and agency leadership before publication. Final language may need to reflect state-specific insurance rules, licensing obligations, E&O guidance, carrier agreements, and any applicable civil rights or accessibility requirements.

Contact Morrow Group about this policy

Questions about this Non-Discrimination Policy, accessibility support, equal service concerns, or complaint review requests may be directed to The Morrow Group & Co.

  • Office
    By Appointment Only
  • Email
  • Address
    15444 St. Clair Ave., Cleveland, OH 44110
  • Service area
    Ohio and multiple licensed states

Address should be confirmed before launch if the agency will display more than one location or mailing address.

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Fair service is part of the gameplan.

The Morrow Group & Co. is built around guidance, education, and service beyond the sale. This policy supports that promise by setting expectations for respectful, equal, and accessible service.