COVID-19 : Stay informed
Updated June 1, 2021
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.
Is COVID-19 and it’s variant covered by travel insurance?
Our Emergency Medical Care Outside of the Province of Residence protection covers COVID-19 and it’s variant, unless it is a pre-existing condition prior to your trip departure. This insurance may not cover illnesses or symptoms that were present before departure. Note however: the cost of screening tests is only cover if prescribed by a doctor, following a medical emergency or sudden illness.
What causes of trip cancellation or interruption are covered?
If you have to interrupt, postpone, cancel or extend your trip, you must refer to a list of covered causes of trip cancellation or interruption. This list includes the Government of Canada's advisory, in effect at the time of the trip, not to travel to your planned destination (avoid non-essential travel or avoid all travel).
- For cancellation: If you booked your trip before the advisory is issued and the advisory is still in effect on your schedule date of departure
- For interruption: If the advisory is issued during your trip
Which documents must I provide to make a claim?
See the full list of documents required to make your claim on the website of our assistance provider CanAssistance.
Here are some examples:
- Original tickets used for travel, invoices, account statements
- Document proving the planned length of the trip
- Proof of the non-refundable event cancellation (wholesaler, carrier, online purchase, etc.)
- Confirmation of the event from the common carrier
If my claim is accepted, how will I receive my reimbursement?
Accepted claims will be paid via cheque.
I stored my car and received a premium reduction. If my car remains in storage, will I continue to receive this reduction moving forward?
If you keep your car in storage, you will continue to receive a premium reduction of 75% per month, on average, for as long as the vehicle is not being used.
Remember, you must remove it from storage before taking to the road as coverage is limited otherwise.
To remove your vehicle from storage, contact us at 1 877 871-7500.
Do I need to change my policy if I use my car for deliveries?
If you are using, or are planning to use, your car for food delivery purposes, please contact us at 1 877 871-7500 to discuss and obtain the appropriate coverage. Changes to your policy may be required.
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.
If I have Drive Savvy, will it influence my premium?
Yes, provided that you meet the program’s enrolment criteria. If you are actively enrolled in our Drive Savvy program and you are driving less, adjustments will be reflected at your next premium update.
One of the advantages of usage-based insurance is the ability to keep track of, and reflect, your driving record and behaviours.
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.
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:
- An employee’s eligibility for Employment Insurance
- The amount eligible
- Duration of the payments
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:
- If the employee confirms having traveled after March 12, 2020
- If the employee believes to have been in contact with an infected individual
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.