Updated April 14, 2020
How do I make a claim?
Consult the page corresponding to your product:
If I contract COVID-19 and have to be away from work, will I be covered by disability insurance?
If you’re unable to perform your usual duties at work because of your illness, you claim may be admissible.
Note that a 60-day waiting period applies at all times, as does the exclusion of pre-existing conditions. For more details, consult your insurance policy.
If I contract COVID-19, will I be covered by critical illness insurance for my loan?
No, you’re not covered. Critical illness insurance covers you when diagnosed with a critical illness such as stroke, heart attack, or cancer.
I’m self-employed and had to temporarily close my business due to COVID-19. Am I eligible for disability insurance to cover my loan?
Disability insurance covers a situation where you would be unable to perform your usual duties at work because of illness. In this case, your claim would not be admissible because job loss is not an illness.
My employer closed its doors due to COVID-19. Am I covered under Involuntary Loss of Employment?
Involuntary Loss of Employment covers unforeseen situations such as “dismissal” or “temporary layoff” by an employer for economic reasons. If you had coverage prior to the events related to COVID-19, then yes, your claim may be admissible.
Note that a 30-day waiting period applies at all times and that there are specific exclusions depending on the situation.
My employer indicated “dismissal” on my termination form instead of “other” to clarify that it’s related to COVID-19. Am I still covered?
Yes, if the layoff is related to the COVID-19 situation, your claim should be admissible. You’ll need to specify this point in your claim. If necessary, we will contact your employer to verify certain details.
If I contract COVID-19 and have to be away from work, will I be covered by disability insurance?
If you’re unable to perform your usual duties at work because of your illness, your claim may be admissible.
Note that a 30-day waiting period applies at all times, as does the exclusion of pre-existing conditions. For more details, consult your insurance policy.
I’m self-employed and had to temporarily close my business due to COVID-19. Am I eligible for disability or job loss insurance that I purchased to protect my credit card?
Disability insurance covers a situation where you would be unable to perform your usual duties at work because of illness. In this case, your claim would not be admissible because job loss is not an illness. Involuntary Loss of Employment insurance has exclusions such as “the job was on your behalf.” Therefore, as a self-employed worker, your claim would not be admissible.
Do I have to pay my Credit card payment insurance premium if I benefit from financial relief measures on my credit card?
Yes, you must continue to pay your monthly premium in order to remain protected.
I'm abroad and I'm sick, what should I do?
Your health is important to us. Call us at 514-286-8345 (collect call) before taking any action. We'll guide you through the steps to follow so that you are well taken care of. This will ensure that you are reimbursed for all eligible health expenses incurred abroad.
I’m abroad and I’m not sick. What should I do?
Canada's health insurers and the Government of Canada are urging you to take immediate measures to return to Canada while flights are still available.
The Government of Canada is providing financial assistance for travel arrangements. Some airlines are also offering free services in support of the Government of Canada’s travel advisory to return home immediately. Please contact Canada's consular officers for urgent travel assistance:
It is important to us to inform you that choosing to remain outside Canada could result in changes or complications for your health insurance coverage, including:
I'm abroad and want to get back to Canada, what should I do?
My trip is more than a month away, what should I do?
We're getting a lot of calls about this right now. As the situation is changing rapidly, we ask that you contact us approximately one week before you are due to leave. We will have more up-to-date information closer to your departure date.
The government issued two advisories on March 13, 2020: Level 3 Notice - Avoid all non-essential travel and Level 4 Notice - Avoid all travel outside of Canada. If you purchased your trip before the travel advisory and the advisory is still in effect when you are due to leave, you can file a claim.
We recommend that you follow the government advisories. If you still decide to leave, you will not be covered for trip interruption or emergency medical treatment.
Consult the COVID-19 notices for your destination on the government's travel advisory webpage.
What does the trip cancellation and interruption insurance cover?
It covers certain expenses related to trip cancellation or interruption that you paid with your credit card, such as unused and non-refundable travel expenses, transportation schedule change fees, or certain living expenses. Information concerning which expenses are covered can be found in your insurance certificate.
If you have to interrupt, postpone, cancel or extend your trip, you must refer to a list of predetermined reasons. This list includes the Government of Canada's recommendation not to travel to your planned destination. For more information, refer to your Certificate of Insurance > section Trip Cancellation and Interruption > Covered Causes for Cancellation and Interruption: Platinum, World, World Elite.
Am I covered under my individual travel insurance if I cancel my trip or cruise because of the coronavirus (COVID-19)?
Am I covered under my credit card travel insurance if I cancel my trip or cruise because of the coronavirus (COVID-19)?
If you have a travel credit card—Platinum, World, World Elite—and your travel agency offers you a travel credit (rather than a refund) or your airline has not cancelled your flight but you choose to cancel your trip, there are three possible scenarios:
Check the CanAssitance website about a week before your trip.
We will have more up-to-date information closer to your departure date.
My travel agency is offering me a travel credit, but I would rather get a refund. Is that possible?
Depending on the purchase and departure dates of your trip, your claim should be admissible. You cannot benefit from both a credit and refund. Check the maximum amount insured for a cancellation in the insurance certificate of your Platinum, World, or World Elite credit card.
Refer to the three possible scenarios to determine if you must submit your claim to your individual travel insurance or the insurance of your travel credit card.
The airline hasn’t cancelled my flight. Can I still get a refund?
Am I covered if I interrupt my trip because of the coronavirus (COVID-19)?
If a government travel advisory (level 3 or 4) came into effect on the date of departure from your province of residence, your claim may be admissible.
If a government travel advisory (level 3 or 4) came into effect after the date of departure from your province of residence, you will have to take the necessary measures to comply with the advisory as soon as possible. Consult the travel advisories on the Government of Canada website.
If a government travel advisory (level 3 or 4) was in effect before your departure, you cannot make a claim.
Is my trip insured for emergency medical care?
If the government travel advisory (level 3 or 4) was in effect before you purchased your trip or before your departure date, your trip is not covered, and you cannot make a claim.
If the government travel advisory (level 3 or 4) came into effect after your departure date, your trip is covered for emergency medical care. (If your file meets other medical eligibility criteria indicated in the insurance certificate.)
If I cancel my trip, what will happen to the travel credit I received when I redeemed my Mastercard rewards points?
After cancelling your trip, you will keep your travel credit.
I redeemed my Mastercard rewards points for a travel discount, but I cancelled my trip. What amount can I claim?
If your service provider agrees to reimburse you, or if your cancellation claim is admissible, it is the amount paid with the credit card including the Trip Cancellation Protection that may be eligible for a claim*, regardless of whether you retained the travel credit or not. The credit cards that include this protection are Mastercard Platinum, Mastercard World, and Mastercard World Elite.
*Without exceeding the maximum trip cancellation coverage for your card.
Which documents must I provide to make a claim?
If my claim is accepted, how will I receive my reimbursement?
Accepted claims will be paid via cheque.
Will the National Bank VIP Lounge at Montreal-Trudeau Airport remain open?
The Lounge is closed until further notice. Thank you for your understanding.
To reduce your premium by lowering your kilometres driven a year, please complete this form by June 30, 2020.
You have many questions about car and home insurances. Here are some answers to help you:
What premium adjustments are available for auto insurance clients?
Personal driving habits have changed for many customers. We are providing two ways to save on auto insurance premiums:
What customer payment relief and premium adjustment measures are available?
Since the beginning of the crisis, we have been taking a problem-solving approach with our clients to determine the support measures that best meet their needs. As the crisis evolves, we will be reviewing all our support measures on an ongoing basis.
The following measures will be in place up until and including June 30, 2020:
Once I complete the online form, when will my auto insurance premium reductions start? And what happens after three months?
Customers can update their personal driving habits by filling out this simple online form by June 30, 2020. The three-month premium reduction will be effective as of the date your request is processed. While we are working as quickly as possible, given the volume, processing could take up to 30 days to be reflected in the Client Centre. Rest assured that the premium reduction will apply for three months.
After three months, your auto insurance premiums will automatically revert to reflect the kilometres you typically drive.
What do I need to do if I want to park and store my car to save on my auto insurance premium?
Please contact us at 1-877-871-7500 to make this change. By making this arrangement, you agree not to drive your car. Before you start driving your car again, you must contact us to update your policy.
If you are not driving at all, you can opt to safely park and store your vehicle temporarily. We will reflect this in a premium reduction of 75% per month, on average, and for as long as your vehicle is not being used.
Even though your car is safely parked and stored, you still need to be insured against theft and vandalism. During this time, it is important to ensure that your vehicle is safe from harm while in storage.
I just got my renewal and my premium went up. Can you adjust my premium in light of the current crisis?
If you recently received a renewal notice with a premium increase, you can contact us at 1-877-871-7500 to discuss your individual situation and circumstances further.
If I have Drive Savvy, will it automatically reflect savings?
Yes. If you are a participant in our Drive Savvy program and you are driving less because of COVID-19, savings will be reflected at your next update.
One of the advantages of usage-based insurance is the ability to keep track of and reward safe drivers.
Learn more about Drive Savvy here.
I have been laid off and might consider doing deliveries for work. Do I need to change my policy?
If you are an existing customer whose livelihood has been directly impacted by COVID-19, we will provide flexibility for those who are using their cars during the crisis for different purposes like making deliveries.
What should I do if I need to file a claim?
Our claims teams are mobilized and ready to help you 24 hours a day, 7 days a week.
To ensure the most efficient service, we would like to remind you that the most effective ways to report a claim are:
Through the Client Centre, or the Mobile App.
You can open a new auto or home claim and track them online in real time, using the Claims tab in Client Centre.
You can contact our claims team at 1-877-871-7500.
Each claim is unique. Please follow the policy’s directions for submitting a claim. Our claims team will provide the necessary support to guide you through the process.
If you already have a claim underway, the progress of your claim can be tracked anytime, anywhere through the Mobile App or Client Centre.
What documents can I find in the online Client Centre and the mobile app?
Client Centre provides you with easy, secure, online access to all your policy documents, billing statements and claims information, whenever or wherever you need it, from any device.
Log in or create a Client Centre account.
Is a written notice to an employee required for a temporary layoff?
Even if a written notice is not mandatory for temporary layoffs that are less than six months, the notice provides a record of the motives for which the organization had to proceed with the layoffs and documents the effects of the COVID-19 crisis.
Following the announcement from the government to minimize all non-essential services and activities, can those who offer telecommuting services continue to operate?
Yes, if these activities do not require employees to be physically present in the workplace. The complete list of companies designated as essential is updated on the Québec government’s website. If you believe that your company offers essential services but is not on the list, you can ask the Québec government for more information by filling out this online form.
Must employees use their vacation or sick days before requesting EI or other financial aid from the government?
Technically, no. But employees can choose to do so, if their salary is higher than the EI benefits they can obtain. Therefore, it can be done if both the employer and employee agree.
How to complete the Record of Employment form for a temporary layoff due to COVID-19?
When proceeding with a temporary layoff, a Record of Employment must be completed and submitted to Service Canada, who will use it to determine:
For example, if an employee is laid off due to a shortage of work, code A should be used as the reason on the form. For a list of codes, see the Employment Insurance website.
To be eligible for EI due to a shortage of work, the employee must have worked a minimum number of hours during the qualifying period.
My employees have been laid off or are telecommuting. One of my employees would be able to work for a business that has been identified as an essential service during the lay off. When we re-open on May 4th, can I prevent this employee from physically returning to the workplace in order to not risk infecting the other employees?
Employers must enforce the quarantine protocol recommended by public health authorities only if the motives are reasonable, such as:
In the case where the employer would want the employee to stay home preventatively, an arrangement can be made with the employee to provide work remotely.
According to the Commission des normes, de l'équité de la santé et de la sécurité du travail (CNESST), if no work is provided by the employee, the employer is not required to provide a salary. The employee can challenge the decision with the CNESST if it is believed that the motive is not reasonable.
If you require an employee to provide a medical note, you should be aware that the costs associated with it may be an operating and payroll expense for your business.
If you ask an employee to take time off work to get a medical note, you must pay for the employee's travel time. By law, an employee is deemed to be at work if his or her travel is required by his or her employer.
Also note that it is currently not recommended to go to hospitals and medical clinics, especially if you are not sick.
Can I have more information on the Work-Sharing Program?
Representatives of Employment Insurance can be difficult to reach due to the volume of calls right now. Your best source of information remains the Government of Canada website in the Work-Sharing Program section.