SummerHack 2022: “Artificial Intelligence” Winning Solution

Innovation Project Summary Cookhouse LabS

SummerHack 2022: “Artificial Intelligence” Winning Solution

Whether it’s underwriting, claims, or even fraud detection, AI offers the potential to improve efficiencies, minimize costs, and predict customer needs well in advance.










Under the theme “Artificial Intelligence”, we asked our global teams to choose from the following four challenges and ideate a real business solution using the Design Thinking methodology:

Financial Literacy

How might we use AI to help customers better understand their financial needs and choose the right products?

Risk Mitigation

How might we use AI to nudge customers to change their behavior to avoid or lower claims overall?

Inclusive Insurance

How might we use AI to develop and distribute inclusive insurance products to emerging markets?

Customer Experience

How might we use AI to build trust in insurance amongst our customers?


Understanding Li, a 50-year-old, married entrepreneur leading his own
clothing export company, has two children and lives in Guangzhou

With limited time on hand, Team HSBC decided to take
on the challenge of
supporting customers in better understanding their financial needs, as currently it is easy to miss out on a chance to invest, manage debt, climb onto the property ladder and save for – and eventually enjoy – retirement.




Financial planners need support in rapport building and better knowledge of the financial products they are responsible for, in order to enhance trust building and better support clients like Mr Li.

How can we leverage an AI and knowledge base to take on some of these coaching tasks to scale up the quality of the PFP? This will free up the human coaching team to focus on the highest value activities and be more proactive, rather than reactive.


The team ideated several solutions to support new advisors and selected the final AI-based coaching solution to guide planners in real-time through each step of the journey.

How might we use AI to provide real-time coaching support to enhance the advisors’ capabilities (especially inexperienced ones), in order to improve the quality of information, answers, and advice provided to our clients?


An AI-based tool that helps advisors, especially inexperienced ones, with real time information, guidance, and advice during client interactions.

eJames is present during client conversations and ready to help advisors have “smarter” conversations! eJames listens to conversations between advisors and clients, and in real-time identifies topics and questions in the conversation.

The AI tool constantly filters and ranks these topics throughout the conversation and leverages a knowledge bank to identify industry insights relevant to these topics. eJames sends suggestions and content back to the advisor in real-time on their screen to help with the conversation.

In simple: eJames is the “Alexa” for financial planning!


At the end of the 2-day ideathon, 13 global teams pitched their ideas to our panel of experts.








Participating Teams


Solutions Proposed 


Solutions Presented




Audience Members


We also offer intro sessions that provide insurance professionals with the opportunity to experience our Cookhouse Labs methodology and a sneak peek at what it’s like to co-create and collaborate with our global community. If you are not a Cookhouse Labs member and are interested in finding out more, check out our membership benefits!

SummerHack 2022: Global Q&A Live Event [Apr 27]

Our gift to you in these challenging times: Open and Free for Insurers, Reinsurers, Brokers, Insurance-Related Startups and Vendors, and Students.

Are you interested in joining the upcoming SummerHack 2022 global competition? Our team will be hosting a 30-minute live Q&A virtual session to answer all the questions you might have, such as: – How does the competition work? – What is the time commitment? – How do I form a team? – What are the prizes? – And more!

SummerHack 2022: Final Pitch Event [May 12]

Our gift to you in these challenging times: Open and Free for Insurers, Reinsurers, Brokers, Insurance-Related Startups and Vendors, and Students.

After the success of last year’s event, Cookhouse Labs is proud to present SummerHack 2022: Global Design Thinking Ideathon! Join some of the world’s best insurance organizations, startups, and student innovators for 2 days of exciting insurance innovation, ideation, and competition!  

SummerHack 2022: Global Design Thinking Ideathon [May 10-11]

Our gift to you in these challenging times: Open and Free for Insurers, Reinsurers, Brokers, Insurance-Related Startups and Vendors, and Students.

After the success of last year’s event, Cookhouse Labs is proud to present SummerHack 2022: Global Design Thinking Ideathon! Join some of the world’s best insurance organizations, startups, and student innovators for 2 days of exciting insurance innovation, ideation, and competition!  

Why should I join?  

  • Re/insurers and Brokers: This is your chance to connect with your internal teams and global talent to put your agility and creativity to work while creating real business solutions to digitize insurance  
  • Startups and Vendors: Take this opportunity to network and work alongside insurance organizations looking for fresh ideas and new business connections  
  • Students: Show current and future business leaders why you should be their #1 pick for a career in InsurTech!    

Event Format  

  • 2 day virtual global event + 3 hour final pitch  
  • Facilitated ideathon following Design Thinking methodology in breakout sessions   
  • Ideathon period: Tuesday, May 10th and Wednesday, May 11th, 2022  
  • The 2-day ideathon period will be held in 3 different time zones — Eastern Standard Time, Central European Time, and Singapore Time — from 9 AM to 5 PM EST  
  • Final Pitch Event: Thursday, May 12th at 8 AM EST  

How does it work?  

  • During the matching process, Re/insurance organizations can invite startups, vendors, and student innovators to join their corporate teams to provide ideas, expertise, and skills, such as UX/UI Design  
  • Guided hackathon — our innovation experts will provide the right guidance on methodologies and tools to achieve best results following the Design Thinking Methodology  
  • We will provide prep material, including Design Thinking Masterclasses and a guide on how to structure your time according to the stages defined in the methodology  


  • 4 different challenges related to the theme Artificial Intelligence, covering commercial and personal lines, health/life, and P&C insurance   
  • Challenge statements will be released during the kickoff event  


  • Event language is English, including facilitation, support, and final pitch (including submission documentation)   
  • Teams can work in their preferred language  


Please do not hesitate to reach out to Insiya Meherally, our Community Manager, at

How do I join?  

  • Enter your email address below to join our mailing list — we will send you updates on our upcoming events and how to join the excitement! 

This Ideathon is the perfect platform to connect with experienced innovators, both local and international. As you show your skills and impress our judges with your team’s extraordinary results, don’t forget to network and have fun! 

Relaunched Cookhouse Labs Base for Insurance Innovation/Disruption from Ideation Through Creation

Cookhouse Labs (, InsurTech’s global innovation hub, launched Cookhouse Labs 2.0 this week with a new space in Toronto’s downtown core and a revised menu of programs and innovation opportunities, created based on member feedback.

Cookhouse Labs, which first opened its doors in 2017, offers like-minded insurance pioneers and innovators opportunities to collaborate and co-create to rethink and reinvent insurance. Its new space at 30-34 Duncan St. will play host to myriad innovation/creation sprints, training sessions, lunch & learns and other events that will bring together insurance industry innovators, including insurance companies, brokers, vendors, start-ups and academics.

“With our relaunch, we are actually saying, ‘Welcome Home,’ to all of our members and potential collaborators,” said Sven Roehl, Head of Innovation for msg global solutions and a Co-founder of Cookhouse Labs. “Our ultimate goal is to #MakeInsuranceBetter. During the past nine months, we have taken your input and revamped our Cookhouse Labs menu to meet the needs of the insurance industry and create a home for innovation and collaboration.

“This is your space and we hope you will use it to help the industry meet ever-present challenges.”

Roehl offered opening remarks at the relaunch, followed by a panel discussion featuring three industry professionals: Till Heydel, Vice-President, Strategy & Corporate Development for BI&I/Munich Re; Emily Hill, Manager of Insurance Innovation for CAASCO; and Sam Jazayeri, Producer Team Lead for PrimeService Insurance. They discussed How Collaboration and Co-creation Can Help the Industry to Make Insurance Better.

“We don’t want to innovate for the sake of innovating,” Hill emphasized. Heydel noted, “Technology is not a cost center. Technology is our business model going forward! If we don’t get this, we will not survive.” Jazayeri, speaking as a member of the Insurance Brokers Association of Ontario, noted, “A lot of the young brokers are in the survivor phase, busy fighting fires. … The value is forcing them to take time away, saying, ‘Okay, you’re in a three-day program at Cookhouse Labs. Let’s think about what 2025 looks like … and how can we actually shape it?” Heydel added, “… Cookhouse Labs has been very beneficial for the Munich Re group. … We are extremely fortunate to have this independent lab focusing on insurance in a city like Toronto, five minutes away from our office.”

Ibeth Ramos, Program Manager and Innovation Coach for Cookhouse Labs, reflected that the panel posed questions that need answers, issues that can be tackled collaboratively at Cookhouse Labs. “Cookhouse Labs is a space that encourages self-disruption, one that arose from our vision of a collaborative process of solving industry challenges,” Ramos said.

Entering 2020, Cookhouse Labs will offer programs themed by season, beginning in January with a focus on Insurance Innovation, followed quarterly by the Internet of Things, Customer Experience and International Collaboration. Annual memberships are offered at a discount through Dec. 31.

The Effect of Autonomous Vehicles on Insurance

What if I told you that in just twenty years, it is estimated that there will be 23 million autonomous vehicles on highways in the US?

How does it make you feel? Uneasy? Excited? Both?!

The technology for autonomous driving has arrived. And with that, change is inevitable. Here are some of the ways this technology will shift the insurance industry:

Premium Shifts

When buying auto insurance today, accident liability rests on the driver of the vehicle. So what happens when the driver is removed from this equation? While many debate that the accident rate will drop once autonomous driving is widely implemented, it’s impossible to presume that this rate will be reduced to zero. This means that accident liability still exists – but will shift away from the driver.

In the UK, the Department of Transport has unveiled a plan for two-in-one insurance products for autonomous vehicles. This product covers both the risk of the motorist when they’re driving and the car when it is in autonomous mode.

Scott Mclaren, Executive VP and Chief Marketing Officer of Fortegra, explains an alternative possibility where premiums could be passed off to other parties including the auto manufacturer, software designer, or even the government.

Regulation Shifts

As society norms shift with the usage of autonomous vehicles, the terms used in insurance today could become fuzzy. This, in turn, will necessitate a shift in regulations.

What is considered to be negligent driving today will be radically different from what is considered negligent driving with an autonomous vehicle. For example, taking your eyes off the road while driving today would be extremely dangerous and considered negligent, but will this still apply when the car is automated? 

Product Shifts

As more people start to use autonomous vehicles, new products will need to be introduced to complement their usage.

An example of this is cyber-insurance. Autonomous vehicles are connected devices, and as such, they will need to be protected against the same threats that computers face. These threats include something as simple as a system error to something more severe like a criminal or terrorist hijacking – which will be a new avenue that underwriters will need to explore.

Infrastructure is another avenue that needs to be explored. As the responsibility of driving shifts away from the driver towards artificial intelligence, the data that is uploaded for analyzing will increase. This means that servers will also need to be insured.

Change is coming to the industry, and the earliest movers will have the most to gain. If your organization wants to be a part of this movement, co-create with us on our upcoming autonomous vehicle project

Become an industry thought leader. Don’t forget to share.

[Chatbot Series: Part 2] A Cookhouse Conversation: BOTFriends & Chatbots

Cookhouse Lab had the pleasure of hosting the BOTFriends team earlier this month as Cookhouse embarked on its first chatbot project. While they were in town, we had the opportunity to sit down with the team to learn more about their story and their thoughts on chatbots, innovation, and the future. Read more on our Q&A session below:

Tell us a bit about yourselves!

Kevin: All of us are students at the University of Applied Sciences in Würzberg, with plans to graduate next year in March. At BOTFriends, I’m responsible for customer success, sales, and in addition, I also have a small part in product development.

Tobias: My focus at BOTFriends is on product development. Michelle is responsible for marketing and user experience. Lastly, Daniel is responsible for monitoring future trends to make concrete products.

What’s the story behind the creation of BOTFriends?

Daniel: Kevin and I met at while we were working at Porsche. During our spare time throughout our internship, we developed a chatbot prototype for Porsche recruitment. We introduced our prototype to some of the employees and they sent us to the Porsche digital lab in Berlin earlier this year. We conceived our original idea in February, and our prototype was developed in October.

Kevin: After our experiences at Porsche, we recruited Tobias and Michelle, and the four of us founded BOTFriends in March 2017. We officially incorporated the start-up in the middle of June 2017.

What have your lives been like since June 2017?

Michelle: We’ve had the opportunity to attend a variety of events in various capacities. We’ve taken part in discussion panels, launched conference chatbots, and attended various start-up events regionally. For the conference in Germany, we launched a chatbot that gave participants the ability get automatic answers about general conference inquiries (agenda, parking, speaker biographies).

Kevin: We’ve also had many meetings with potential customers, run workshops, and gained our first contracts.

What next steps do you want to take with BOTFriends?

Daniel: We’re currently working with customers (like Porsche who pay per hour), but we eventually want to establish our own messaging platform and other products. In terms of location, we’re currently based in Würzberg, but we want to open another office in Berlin in the future.

Michelle: I hope that our next milestones will include more client contracts and more product development. Right now, our services take up a lot of our personal resources so I want to come up with a plan that makes our services more scalable.

Where do you see chatbots going in the next 5 years?

Daniel: There is a lot of conversation happening in all facets of business, which include services like call centers and online support. I believe that eventually chatbots will overtake a lot of these processes, and this could be very helpful for companies.

Tobias: Chatbots can be applied in every sector, and they can overtake things like event planning. Nobody wants to download an app for an event that lasts two days.

Michelle: Companies can also use chatbots as a new communication avenue. Sometimes, it’s difficult to keep up engagement because less people activate push notifications on their apps, but for apps like Messenger, they are usually on.

Interested in chatbots? Make sure to subscribe and check out our upcoming chatbot project

Become an industry thought leader. Don’t forget to share.

[Chatbot Series: Part 1] The Chatbot Impact in Insurance

Artificial intelligence (AI) dates back to the year 1950, when Alan Turing developed the Turing test to evaluate a machine’s ability to exhibit intelligent behaviour that could be equivalated to those of humans. Since then, the field has exploded. 

In businesses today, AI can be found in many forms including intelligent conversational chatbots. These bots are becoming increasingly popular, with over 30,000 chatbots (as of 2016) existing on various messaging interfaces. These chatbots cater to an audience of 4.1 billion users, most of whom are on these platforms every day.

So why does this matter for the insurance industry?

Using chatbots gives companies across insurance, financial services, sales and customer service the potential to save over $174 billion. This number not only showcases a huge opportunity, but also the sheer size of this market that firms can capitalize on.

This sentiment is one that is shared throughout the financial services industry. As Accenture reports, 79% of surveyed banks agree that AI will revolutionize the way that consumers gain their information and 76% believe that some sort of AI mechanism will become their primary point of communication within the next three years.

Current Industry Chatbots

Insurance firms across the globe have started to take advantage of this technology.

  • Lemonade, the New York City-based property and casualty insurance company has already introduced two chatbots: Maya and Jim, both of whom tackle different problems. Maya’s job is to sell insurance to both homeowners and renters, while Jim’s job is to settle claims – which he has done in three seconds.
  • The Singaporean PolicyPal has launched Kate, backed with technology from IBM Watson. Watson was given access to a database of more than 9,000 policies, and users are now able to buy and manage their policies through their mobile phones with Kate’s help.

Room for Growth

The emergence of these chatbots have undoubtedly elevated the customer experience, but these first-generation chatbots have also left room for growth. The majority of current chatbots are built for simple questions whose responses are guided by key words or sentences that a human still needs to continuously keep track of and update.

This gap leads to the next big leap in this technology: machine learning. 

<< Read our Machine Learning Innovation Challenge Recap! >>

This is a step that financial institutions are already striving to reach today through extensive R&D. One of these institutions is Wells Fargo, where their innovation department is looking to develop technology that would give artificial intelligence not only the ability to understand emotion, but to also layer it into conversation when dealing with customers.

All in all, it’s clear that chatbots are already making waves in insurance. However, it’s also clear that there is enormous opportunity that is still untapped. If leveraged correctly, these friends that you create can help your business save time, money, and effort.  This is why Cookhouse Lab is running a chatbot project soon! Stay tuned as we release full project details. 

Still hungry? Subscribe now and stay tuned for Part 2 of our Chatbot Series, which will feature a personal interview from BOTFriends, a chatbot start-up from Germany!

Become an industry thought leader. Don’t forget to share.

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CASL Acceptable Use


msg global solutions Canada Inc., and each of its affiliates or programs (“Cookhouse Labs”), is committed to providing transparency to outside parties with respect to the compliance of the organization’s electronic communication with Canada’s Anti-Spam Legislation, in effect as of July 1st, 2014, and its relevant rules and regulations (hereinafter “CASL”). To that end, the Msg global solutions Anti-Spam Commitment is a formal statement of rights and obligations which is made available to outside parties. It is intended to inform outside parties of the type of responsible and transparent practices adopted by Msg global solutions when electronically communicating with outside parties, to inform outside parties about who they may contact at Msg global solutions for any concern pertaining to electronic communications, and to inform such outside parties of where and how they may unsubscribe to any electronic communications from msg global solutions. This document also includes a series of answers to questions about spam and msg global solutions’ practices that are frequently asked by outside parties that msg global solutions may communicate with.


This Anti-Spam Commitment generally applies to any electronic communications sent by msg global solutions to outside parties and is protected by a range of business procedures, processes and policies to ensure that such communications are done in compliance with CASL. msg global solutions, in its electronic communications with outside parties, has to comply with the rules established by CASL and enforced by the Canadian Radio-television and Telecommunications Commission, the Competition Bureau and the Privacy Commissioner of Canada. CASL regulates all commercial electronic messages (“CEM”), which are messages that include among their purposes, the encouragement of participation in a commercial activity.

2. WHAT IS msg global solutions DOING TO COMPLY WITH CASL?

msg global solutions has undertaken various initiatives in order to make sure that it is compliant with CASL. It has adopted this Anti-Spam Commitment to provide transparency to outside parties with respect to the compliance of the organization’s electronic communication practices with CASL, as well as undertaken the following initiatives:

msg global solutions has implemented CASL compliant consent forms

The consent of outside parties is necessary in order for msg global solutions to send a CEM. This consent typically must be “express”, but in certain circumstances consent can be “implied” and in others, messages are specifically exempt from consent requirements. msg global solutions has modified certain consent forms in order to ensure that the express consent obtained from recipients is in compliance with CASL.

Your communication preferences can be updated at any time by visiting the Preference Centre, which can be accessed at any time via our website, and you will be notified via email when changes have been made. You can have your email address removed from our mailing lists at any time, although even if you unsubscribe to receiving CEM from Msg global solutions, you may still receive electronic messages from msg global solutions which relate to an ongoing business relationship or which are exempt under CASL.

msg global solutions has modified its email footers

msg global solutions has modified its email footers to manage CASL’s consent requirements. Under CASL, all CEM sent must include certain prescribed content. For example, msg global solutions must clearly identify itself as the party sending the CEM, provide a method whereby the recipient can readily contact msg global solutions, such as a mailing address and one of (i) a telephone number with active response voicemail; (ii) an email address; or (iii) a web address; and provide a working unsubscribe mechanism. CASL compliant email footers have been updated on all CEM sent from msg global solutions, in order to ensure compliance with CASL.

msg global solutions has incorporated Unsubscribe Mechanisms

msg global solutions has incorporated unsubscribe mechanisms into all CEM, in order to manage CASL’s consent requirements. Under CASL, each CEM must provide a working unsubscribe mechanism (functional for 60 days), which must be processed without delay, within a maximum of 10 business days. msg global solutions has set up a uniform process in order to ensure that all unsubscribe requests will be complied with. You may at any time unsubscribe from receiving CEM from Msg global solutions by following the process laid out in the electronic message you receive, or contact: However, even if you unsubscribe to receiving CEM from msg global solutions, you may still receive electronic messages from msg global solutions which relate to an ongoing business relationship or which are exempt under CASL.


The types of CEM msg global solutions may send from time to time could include the following:

  • CEM sent to msg global solutions’s current or potential clients (whether individuals or businesses), by msg global solutions’s marketing department or msg global solutions’s sales and business development team. For example, this may be for prospecting purposes or in order to answer a request for information or an inquiry;
  • CEM sent to msg global solutions’s current or potential service providers by various msg global solutions business units. For example, msg global solutions may outsource part of its activities to a third party (such as a maintenance company, a translation service provider, etc.) or, msg global solutions HR department may contact potential employees electronically for recruitment purposes.
  • CEM sent to msg global solutions’s current or potential business partners. For example, this may be for building or finding new ventures and partnerships with industry companies, groups and associations.

If you have received a CEM from msg global solutions and you believe that you should not have, please assess as to whether you have provided implied or express consent to receive CEMs from msg global solutions, or if an exemption applies.

  • Express Consent: You can verify that you have provided express consent to msg global solutions (or verify the status of your consent) by reviewing your preferences in the Preference Centre.
  • Implied Consent: msg global solutions may infer your implied consent if:
  • msg global solutions has an existing business relationship with you or has a former business relationship with you which terminated less than two years ago (for instance, you are a former client);
  • msg global solutions received an inquiry from you within the last 6 months;
  • You disclosed your electronic address to a msg global solutions employee (for example you provided your business card to a msg global solutions employee) or you conspicuously published your electronic address (for example, via a corporate website or in a brochure) and the CEM sent is in connection with your business role and function.

When is an electronic message exempt under CASL?

If you are receiving an electronic communications from msg global solutions, it may be a message that is exempt under CASL. This would be the case if the message is one the following:

  • you have a personal relationship with the msg global solutions employee who contacted you, meaning that you have previously had a direct, voluntary, two-way communication;
  • you have a family relationship with the msg global solutions employee who contacted you;
  • the CEM is sent within msg global solutions (between employees of msg global solutions);
  • the CEM is sent between msg global solutions and another business, where there is an ongoing relationship between msg global solutions and this other business;
  • the CEM was sent by msg global solutions to you, in order to respond to your request or inquiry; or
  • the CEM was sent by msg global solutions to you, in order to enforce a legal right or obligation (for instance, if you have an outstanding debt, or breached a contract that you have with msg global solutions, etc.).

In certain situations, your consent is not required for certain types of messages sent by msg global solutions, although you may still unsubscribe from future transmission of similar messages. The type of messages where msg global solutions does not need your consent is an electronic message that:

  • is sent once, following a referral by a current msg global solutions client, service provider, business partner or employee who also has a personal or business relationship with you;
  • only provides you with a request for a quote or an estimate;
  • only facilitates or confirms a transaction;
  • only provides msg global solutions warranty, product recall, safety or security information; or
  • only provides information about your ongoing use of msg global solutions services or products or ongoing purchases (including updates and upgrades).

If you have received a CEM, and you believe that you should not have, please contact us immediately at and we will promptly remove your address from our list (within maximum 10 business days).


You may be contacted by a msg global solutions employee via social media, such as LinkedIn, if you are connected on the social network with the msg global solutions employee, or if you have indicated through your preference settings the fact that you are open to receiving messages about new business opportunities or ventures. You may also be contacted if you have conspicuously published your electronic address (for instance, on a social media website), have not indicated that you did not wish to receive CEM, and the CEM sent is in connection with your business role and function.


At msg global solutions, we take the law very seriously. You may unsubscribe at any time from receiving CEM, by visiting the Preference Centre or clicking on the link in any CEM that you may receive from Msg global solutions, and we will remove you from our list within ten (10) business days.


  • From time to time, Msg global solutions will review and update this Anti-Spam Commitment as required to keep current with rules and regulations, new technologies, standards, our business practices and outside parties’ concerns. We will post any Anti-Spam Commitment changes on this page and, if the changes are significant, we will provide a more prominent notice (including, as the case may be, email notification of Anti-Spam Commitment changes).


If you need further assistance, please contact us at:

Revised November 11, 2019.

Accessibility for Ontarians with Disabilities

Documents Available Notification (AODA)

Dear Valued Clients and Visitors,

msg global solutions Canada Inc. has created policies and procedures to meet their obligations regarding customer service outlined in the Integrated Accessibility Standards under the Accessibility for Ontarians with Disabilities Act. 2005.

Our accessibility policies are available for your review in a number of formats. Should you wish access to these documents in another way, please notify:

Statement of Organizational Commitment

msg global solutions is committed to ensuring equal access and participation for people with disabilities. We are committed to treating people with disabilities in a way that allows them to maintain their dignity and independence. We believe in integration and we are committed to meeting the needs of people with disabilities in a timely manner. We will do so by removing and preventing barriers to accessibility and meeting our accessibility requirements under the Accessibility for Ontarians with Disabilities Act and Ontario’s accessibility laws.

Statement of Commitment to Accessibility

msg global solutions is committed to providing a barrier-free environment for all stakeholders including our clients/customers, employees, job applicants, suppliers, and any visitors who may enter our premises, access our information, or use our services. As an organization, we respect and uphold the requirements set forth under the Accessibility for Ontarians with Disabilities Act(2005), and its associated standards and regulations.

msg global solutions understands that we have a responsibility for ensuring a safe, dignified, and welcoming environment for everyone. We are committed to ensuring our organization’s compliance by incorporating accessibility legislation into our
policies, procedures, equipment requirements, training, and best practices. We will review these policies and practices annually, as organizational changes occur, or in anticipation of compliance deadlines. In addition, we will strive to meet the needs of individuals with disabilities in a timely and effective manner.

Providing an accessible and barrier-free environment is a shared effort, and as an organization, msg global solutions is committed to working with the necessary parties to make accessibility for all a reality. For more detailed information on our accessibility policies, plans, and training programs, please contact

Alternate Format Request Form

msg global solutions is committed to providing accessible, quality services. Communications in alternate formats will be made available upon request within a reasonable time period in a mutually agreed upon format. Please complete and submit the below form to

Accessibility Standards for Customer Service Record of Customer

Thank you for visiting msg global solutions and Cookhouse Labs. We value all our clients and strive to meet everyone’s needs. We look forward to your feedback. Please send us an email at

Privacy Policy

msg global and its innovation lab program Cookhouse Labs Privacy Policy

We at msg global solutions and our affiliates or programs (e.g. Cookhouse Labs) are committed to protecting your privacy. This Privacy Policy applies to our website and all of its associates websites (the “Websites”). This Privacy Policy governs our data collection, processing and usage practices. It also describes your choices regarding use, access and correction of your Personal Information. By using the Websites, you consent to the data practices described in this Privacy Policy. If you do not agree with the data practices described in this Privacy Policy, you should not use the Websites.

The terms of our privacy policy, which can be found below, is based on the ten principles set out the Canadian Standards Association’s Model Code for the Protection of Personal Information.

Ten Privacy Principles

Accountability: We are responsible for personal information under our control and we have designated individuals who are accountable for our compliance with these privacy principles.

Identifying Purposes: We shall disclose the purposes for which we collect your personal information either before or at the time the information is collected.

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Safeguards: We shall protect your personal information using security safeguards appropriate to the sensitivity of your information to prevent unwanted release, misuse or intrusion.

Openness: Information about our privacy policies and procedures for handling your personal information shall be made available to you.

Individual Access: Upon written request, you will be informed of the existence, use and disclosure of your personal information. In addition, you will be given access to your personal information, as permitted by law. You may also verify the accuracy and completeness of your personal information and, where appropriate, request that it be amended.

Inquiries and Concerns: You may contact us if you have any questions or concerns about our privacy policies and procedures.

We periodically update this Privacy Policy. We encourage you to review this Privacy Policy periodically.

Important Information

1.1. Changes to this Privacy Policy

We may update or replace this Privacy Policy from time to time by posting a new version online. You should check this page occasionally to review any changes. If we make any material changes we will notify you by posting the revised Privacy Policy on our Websites. This helps you to always be aware of what information we collect, how we use it and under what circumstances, if any, it is disclosed. Your continued use of the Websites and/or continued provision of Personal Information to us will be subject to the terms of the then-current Privacy Policy.

1.2. Contact Us

If you have any questions about this Privacy Policy or our treatment of the information you provide us, please write to us by email at:, or by postal mail to: Cookhouse Labs, 30-34 Duncan St, Toronto, Ontario, Canada M5H 1A1, Attn: Privacy.

Information We Collect

2.1. When You Visit our Websites

You are free to explore the Websites without providing any information about yourself. However, when you visit the Websites, we may request that you provide Personal Information about yourself and we will collect Navigational Information.

2.2. “Personal Information”

This refers to any information that you voluntarily submit to us through the use of our Websites, and that identifies you personally, including contact information, such as your name, e-mail address, company name, address, phone number, and other information about yourself or your business. Personal Information can also include information about any transactions, both free and paid, that you enter into on the Websites, and information about you that is available on the internet, such as from Facebook, LinkedIn, Twitter, Instagram and Google, or publicly available information that we acquire from service providers.

2.3. “Navigational Information”

This refers to information about your computer and your visits to this website such as your IP address, geographical location, browser type, referral source, length of visit and pages viewed. Please see section 4 the “Navigation Information” section, below.

2.4. Information About Individuals Under 18

The Websites are not intended for or targeted at individuals under 18, and we do not knowingly or intentionally collect information about individuals under 18. If you believe that we have collected information about an individual under 18, please contact us at:, or by postal mail at: Cookhouse Labs, 30-34 Duncan Street , Toronto, Ontario, Canada M5H 1A1, Attention: Privacy, so that we may delete the information.

How We Use Information We Collect

3.1. We Never Sell Personal Information

We will never sell your Personal Information to any third party.

3.2. Use of Personal Information

In addition to the uses identified elsewhere in this Privacy Policy, we may use your Personal Information to: (a) improve your browsing experience by personalizing the Websites and to improve underlying marketing software; (b) send information to you which we think may be of interest to you by post, email, or other means; and (c) provide other companies with anonymized statistical information about our users — but this information will not be used to identify any individual user. We may, from time to time, contact you on behalf of external business partners about a particular offering that may be of interest to you. In those cases, we do not transfer your unique Personal Information to the third party. In addition, we may share data with trusted partners to contact you based on your request to receive such communications, help us perform statistical analysis, or provide customer support. Such third parties are prohibited from using your Personal Information except for these purposes, and they are required to maintain the confidentiality of your information.

3.3. Use of Navigational Information

We use Navigational Information to operate and improve the Websites and underlying marketing software. We may also use Navigational Information alone or in combination with Personal Information to provide you with personalized information about the Software Provider.

3.4. Customer Testimonials and Comments

We post customer testimonials and comments on our Websites, which may contain Personal Information. We obtain each customer’s consent via email prior to posting the customer’s name and testimonial.

3.4. Use of Credit Card Information

We do not directly collect credit card information from you. We use a third-party service provider to manage credit card processing. This service provider is not permitted to store, retain, or use information you provide except for the sole purpose of credit card processing on our behalf.

3.5. Service Providers

We employ other companies and people to provide services to visitors to our Websites, such as the use of underlying marketing software, and may need to share your information with them to provide information, products or services to you. Examples may include removing repetitive information from prospect lists, analyzing data, providing marketing assistance, processing credit card payments, supplementing the information you provide us in order to provide you with better service, and providing customer service. In all cases where we share your information with such agents, we explicitly require the agent to acknowledge and adhere to our privacy and customer data handling policies.

3.6. Security of your Personal Information

We use a variety of security technologies and procedures to help protect your Personal Information from unauthorized access, use or disclosure. We secure the Personal Information you provide on computer servers in a controlled, secure environment, protected from unauthorized access, use or disclosure. When sensitive Personal Information (such as geo-location data) is collected on our Websites and/or transmitted to other websites, it is protected through the use of encryption, such as the Secure Socket Layer (SSL) protocol.

If you have any questions about the security of your Personal Information, you can contact us at:, or by postal mail at: Cookhouse Labs, 30-34 Duncan Street, Toronto, Ontario, Canada M5H 1A1, Attention: Privacy.

3.7. Social Media Features

Our Websites include social media features (“Social Media Features”), such as the Facebook Like button, the Share This button or interactive mini-programs that run on our sites. These features may collect your IP address, which page you are visiting on our sites, and may set a cookie to enable the feature to function properly. Social Media Features are either hosted by a third party or hosted directly on our Websites. This Privacy Policy does not apply to these features.  Your interactions with these features are governed by the privacy policy and other policies of the companies providing them.

3.8. External Websites

Our Websites provide links to other websites. We do not control, and are not responsible for, the content or practices of these other websites. Our provision of such links does not constitute our endorsement of these other websites, their content, their owners, or their practices. This Privacy Policy does not apply to these other websites, which are subject to any privacy and other policies they may have.

3.9. Retention of Personal Information

We retain Personal Information that you provide us as long as we consider it potentially useful in contacting you about our services and products, or as needed to comply with our legal obligations, resolve disputes and enforce our agreements, and then we securely delete the information. We will delete this information from the servers at an earlier date if you so request, as described in the “Opting Out and Unsubscribing” section below.

If you have elected to receive marketing communications from us, we retain information about your marketing preferences for a reasonable period of time from the date you last expressed interest in our content, products, or services, such as when you last opened an email.  We retain information derived from cookies and other tracking technologies for a reasonable period of time from the date such information was created.

3.10. International Transfer of Information

To facilitate our global operations, we may transfer and access Personal Information from around the world, including Canada. This Privacy Policy shall apply even if we transfer Personal Information to other countries. We have taken appropriate safeguards to require that your Personal Information will remain protected.

3.11. Corporate Events

If we (or our assets) are acquired by another company, whether by merger, acquisition, bankruptcy or otherwise, that company would receive all information gathered on the Websites. In this event, you will be notified via email and/or a prominent notice on our Website, of any change in ownership, uses of your Personal Information, and choices you may have regarding your Personal Information.

3.12. Compelled Disclosure

We reserve the right to use or disclose your Personal Information if required by law or if we reasonably believe that use or disclosure is necessary to protect our rights; protect your safety or the safety of others; investigate fraud; or comply with a law, court order or legal process.

Navigational Information

4.1. Cookies

Cookhouse Labs use cookies or similar technologies to analyze trends, administer the Website, track users’ movements around the Website and to gather demographic information about our user base, as a whole.

We use “cookies” to help you personalize your online experience. A cookie is a text file that is placed on your hard disk by a web server. Cookies are not used to run programs or deliver viruses to your computer. Cookies are uniquely assigned to you, and can only be read by a web server in the domain that issued the cookie to you. One of the primary purposes of cookies is to provide a convenience feature to save you time. The purpose of a cookie is to tell the web server that you have returned to a specific page. For example, if you personalize pages on our Websites, a cookie helps us to recall your specific information on subsequent visits. When you return to the same Website, the information you previously provided can be retrieved, so you can easily use the customized features.

You have the ability to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. If you choose to decline cookies, you may not be able to fully experience the interactive features of the Websites you visit. Cookhouse Labs keeps track of the Websites and pages you visit within Cookhouse Labs, in order to determine what portion of the Website is the most popular or most used. This data is used to deliver customized content and promotions within the Website to customers whose behavior indicates that they are interested in a particular subject area.

4.2. Log Files

We may collect demographic information, such as your postal or zip code, age, gender, preferences, interests and favorites using log files that are not associated with your name or other Personal Information. There is also information about your computer hardware and software that is automatically collected by us. This information can include: your IP address, browser type, domain names, internet service provider (ISP), the files viewed on our site (e.g., HTML pages, graphics, etc.), operating system, clickstream data, access times and referring website addresses. This information is used by Cookhouse Labs for marketing purposes, to maintain the quality of the Websites and to provide general statistics regarding use of the Website. For these purposes, we do link this automatically-collected data to Personal Information, such as name, email address, address and phone number.

4.3. Clear Gifs (Web Beacons/Web Bugs)

We employ a software technology called clear gifs (a.k.a. “web beacons” or “web bugs”), that help us better manage the Website by informing us what content is effective. Clear gifs are tiny graphics with a unique identifier, similar in function to cookies, and are used to track the online movements of visitors to our Websites.  In contrast to cookies, which are stored on a user’s computer hard drive, clear gifs are embedded invisibly on web pages or in emails and are about the size of the period at the end of this sentence. We use clear gifs in our HTML-based emails to let us know which emails have been opened by recipients.  This allows us to gauge the effectiveness of certain communications and the effectiveness of our marketing campaigns. We tie the information gathered by clear gifs in emails to our customers’ Personal Information. If you would like to opt-out of these emails, please see “Opting Out and Unsubscribing”.

4.5. Third Party Tracking Technologies

The use of cookies and web beacons by any tracking utility company is not covered by our Privacy Policy. We do not have access or control over these third party tracking technologies.

How to Access & Control Your Personal Data

5.1. Reviewing, Correcting and Removing Your Personal Information

Upon request Cookhouse Labs will provide you with information about whether we hold any of your Personal Information. You have the following rights with respect to that information:

To request access, correction, updates or deletion of your personal information;

To object to processing of your personal information;

To restrict processing of your personal information;

To request portability of your personal information; and

To opt out of being solicited by Cookhouse Labs,

To exercise any of these rights, please contact us at:, or by postal mail at: Cookhouse Labs, 30-34 Duncan Street, Toronto, Ontario, Canada M5H 1A1, Attention: Privacy. We will respond to your request to change, correct or delete your information within a reasonable timeframe, and notify you of the action we have taken.

If we have collected and process your personal information with your consent, then you can withdraw your consent at any time. Withdrawing your consent will not affect the lawfulness of any processing we conducted prior to your withdrawal, nor will it affect processing of your personal information conducted in reliance on lawful processing grounds other than consent.

You have the right to complain to a data protection authority about our collection and use of your personal information.

5.2. Anti-Spam Policy

Our Acceptable Use Policy, at:, applies to us and, among other things, prohibits us from sending unsolicited commercial email in violation of applicable laws, and requires the inclusion of an “opt-out” mechanism in any commercial electronic messages that we send.

5.3. To Unsubscribe From Our Communications

You may unsubscribe from our marketing communications by clicking on the “unsubscribe” link located on the bottom of our commercial electronic messages, contacting us at:, or by postal mail at: Cookhouse Labs, 30-34 Duncan Street, Toronto, Ontario, Canada M5H 1A1, Attention: Privacy.

Our Design Thinking Methodology

CHLs Design Thinking Methodology

Learn to understand your target group.

Construct point of view based on user needs.

Collaborate with peers to design an idea and business case.

Build a Minimum Viable Product.

Test & retest the idea with different users.

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