FAQ COVID-19

   Please note that we are currently receiving a high volume of requests.

The safety of our customers is our priority, and we are making every effort to adapt quickly to the situation and provide you with the support you need.As the situation changes from day to day, we invite you to consult this page regularly, as changes may be made to our responses.

 I have not purchased my trip yet:

On March 13, 2020, the Government of Canada issued an official advisory to avoid non-essential travel, regardless of destination. No insured person will therefore be covered for any trip purchased from this date. If you have already made a deposit on a future trip, we advise you not to make any subsequent payments as long as the government advisories are in place.

  I am still in Canada and want to cancel my trip:

Have you purchased trip cancellation or interruption insurance?

If your trip cancellation or interruption insurance or your trip was purchased before the Government of Canada issued a level 3 (avoid non-essential travel) or level 4 (avoid all travel) advisory for your destination, your claim is eligible and will be assessed by your travel insurer.
Although the Government of Canada issued an official advisory on March 13, 2020, to avoid non-essential travel, regardless of destination, most travel insurers considered the COVID-19 pandemic to be a known cause (ie. not an unforeseen event) before that date. Therefore, even if no Government of Canada advisory was issued, your claim may not be eligible if the cancellation is related to the COVID-19 pandemic.
To find out if your claim is eligible, we suggest that you:

  • Check the date from which COVID-19 is considered a known cause on the website of your insurer.
  • Communicate directly with the Department of Foreign Affairs to find out if a level 3 (avoid non-essential travel) or level 4 (avoid all travel) advisory was issued for your destination by writing to: voyage-travel.ldwt@international.gc.ca

The service provider (travel agency, air carrier or cruise company) has offered me a travel credit, should I accept it?

For the majority of our insurers, a credit is equivalent to a reimbursement. If you choose to refuse the credit, your claim may not be eligible for a partial (or full) refund. For more information, we invite you to consult your insurer’s website.

Is your trip scheduled to take place in less than 30 days?

If your trip is scheduled to take place in less than 30 days and you would like to cancel it, we recommend that you follow these steps:

  1. Check with the provider or company that sold you the trip if it is possible to obtain a refund (air carrier, travel agency or agent, etc.).
  2. If your claim is for a travel cancellation due to the COVID-19 pandemic, and you purchased your trip through a travel agency located in Quebec, please refer at all times to your insurance company’s website for specific instructions relating to this particular situation.
  3. Once all these verifications are done, submit a claim for unpaid travel expenses by completing the claim form. This form must be returned to us by email, along with all the required supporting documents. For additional information, please see: https://canassistance.com/en/policy-holder-section/filing-a-claim/cancellation/

Is your trip scheduled to take place in more than 30 days?

The situation may evolve prior to your departure. Please submit your claim only when your departure date is within the next 30 days.

Was COVID-19 considered to be a known cause by your travel insurer when purchasing your trip or your insurance?

On March 13, 2020, the Government of Canada issued an official advisory to avoid non-essential travel, regardless of destination. If you still decide to travel, certain benefits in your insurance contract may no longer cover you, such as:

  • Flight delay or cancellation
  • Trip cancellation or interruption
  • Trip extension
  • Evacuation and repatriation
  • Medical care

You therefore take the risk of not being covered for an event beyond your control.
If in doubt, ask your travel insurer. We strongly advise you to follow the recommendations issued by the Government of Canada not to travel.

I am a truck driver and I must go to the United States for work, will I be covered by my travel insurance?

If you travel to the United States for work, as this is considered an essential service during this period, most insurers will cover emergency medical care. For more information, we invite you to consult the website of your travel insurer.

 I am already travelling:

What if I get sick while travelling?

If you have symptoms, start by contacting the medical assistance service provider included in your travel insurance contract and they will assist you with your needs. The telephone numbers to reach this service are generally found at the bottom of your travel insurance certificate or on the back of your insurance card.

Am I covered by trip interruption insurance if I travel to a country strongly affected by the COVID-19 pandemic?

Your claim could be eligible if your departure date was BEFORE the Government of Canada issued a level 3 (avoid non-essential travel) or level 4 (avoid all travel) advisory and BEFORE your insurer considered COVID-19 to be a known cause.
Given the preventive measures that countries are taking to limit the progression of the pandemic, such as the cancellation of several flights or airport closures, you may not be able to find the means necessary to return to your province of residence. Unfortunately, CanAssistance faces the same constraints, and may be unable to assist you in organizing your return.

How do I view Government of Canada travel advisories?

Since March 13, 2020, a message on the home page officially warns travellers to avoid non-essential travel, regardless of destination. For official Government of Canada travel advisories, visit the Travel advice and advisory section of its website. By selecting a country from the drop-down list, you will be redirected to official information and recommendations from the Government of Canada related to your destination. Read all sections carefully to be aware of all relevant information.

To find out if an advisory was in place when you purchased your insurance or your trip or when you departed, you should contact the Department of Foreign Affairs directly by writing to voyage-travel.ldwt@international.gc.ca. They will tell you if an advisory had been issued, and if so, what level it was.

Under the terms and conditions of the contracts, insurers consider level 3 (avoid non-essential travel) and level 4 (avoid all travel) advisories as official warnings.

***

The information contained in our frequently asked questions does not fully answer your questions? If you are going on a trip, we encourage you to contact us only if your departure date is within the next 30 days. If you are back from a trip, we strongly encourage you to contact us at a later date.

This is essential to enable us to support travellers in medical emergencies abroad.

Due to the large influx because of the COVID-19 pandemic, the waiting time may be longer than usual. We apologize for this exceptional situation.

 If you are experiencing an emergency during your trip, contact us by telephone.