FAQ – Travel Insurance

Safe travels are the best travels! Remember to always read and comply with travel advisories (This hyperlink will open in a new tab). issued by the Government of Canada.

Before you go any further.

This FAQ concerns only group insurance, and retirement and end of employment products, such as Perspective, Aon, Mercer Retiree Solution or Privilege.

Ready to take off? Make sure you’re adequately protected

Use our travel insurance interactive tool to check if your coverage applies based on your travel situation.

Questions we get asked a lot

What type of situation does trip cancellation insurance cover?

Since October 1, 2020, you’re covered BEFORE YOUR DEPARTURE if your insurance includes trip cancellation coverage:

• Change in travel health notice risk level: If the Government of Canada’s travel health notice for your destination changes from Level 1 or 2 at the time of purchase to Level 3 before your departure, then you can cancel your trip. If you decide to travel, you will still be covered for travel assistance (emergency medical expenses including COVID-19) for as long as the Government of Canada’s travel health notice level does not change to Level 4.
• Level 4 travel health notice: If the Government of Canada’s travel health notice for your destination changes from Level 1, 2 or 3 at the time of purchase to Level 4 before your departure, then it is possible and recommended that you cancel your trip. If you don’t, you won’t be covered for travel assistance.

The following are the Government of Canada’s travel health notice risk levels:

• Level 1: Practice health precautions
• Level 2: Practice enchanced health precautions
• Level 3: Avoid non-essential travel
• Level 4: Avoid all travel

Please see your insurance policy in the Client Centre for more details on eligible reasons for cancellation.

Do I have to notify you about my state of health before leaving on a trip?

If your health is good and stable, you don't need to notify us before leaving.

However, if you have a known illness, changed your medication, received a new diagnosis or something else, call our travel insurance assistance service to check the coverage for your new medical condition. You can always visit our travel assistance page for more advice before leaving.

If you plan to travel to a high-risk region, see Travel Advice and Advisories (This hyperlink will open in a new tab). as well as the Travel Health Notices (This hyperlink will open in a new tab). issued by the Government of Canada. If a travel advisory is in effect for your destination, please contact your travel insurance assistance service.

Can I cancel my trip if I'm sick with COVID-19 or another illness before I leave?

Absolutely! You can cancel your trip if your illness is severe enough to warrant cancellation. You have to provide proof of your medical condition to be eligible.

What to do in the event of lost or damaged baggage?

Although this isn’t covered by our group insurance, your airline can help you. Go to their website or contact them directly to find out what to do.

• For Air Canada, click here (This hyperlink will open in a new tab).
• For Sunwing, click here (This hyperlink will open in a new tab).
• For Air Transat, click here (This hyperlink will open in a new tab).
• For WestJet, click here (This hyperlink will open in a new tab).
• For Lufthansa, click here (This hyperlink will open in a new tab).
• For EasyJet, click here (This hyperlink will open in a new tab).
• For AirFrance, click here (This hyperlink will open in a new tab).

What documents do I have to send when I submit a claim for the cancellation of my trip?

• Completed and signed claim form
• Proof of trip cancellation from the provider
• Copy of any credits and refunds you’ve received
• Detailed invoices from your service providers, including their cancellation policies
• Proof of payment for the trip (like your credit card or bank statement)
• Your plane tickets (if applicable)
• Completed and signed request for direct deposit form (if applicable)

Cancellation or interruption

What type of situation does trip cancellation insurance cover?

What type of situation does trip cancellation insurance cover?

• Change in travel health notice risk level: If the Government of Canada’s travel health notice for your destination changes from Level 1 or 2 at the time of purchase to Level 3 before your departure, then you can cancel your trip. If you decide to travel, you will still be covered for travel assistance (emergency medical expenses including COVID-19) for as long as the Government of Canada’s travel health notice level does not change to Level 4.
• Level 4 travel health notice: If the Government of Canada’s travel health notice for your destination changes from Level 1, 2 or 3 at the time of purchase to Level 4 before your departure, then it is possible and recommended that you cancel your trip. If you don’t, you won’t be covered for travel assistance.

The following are the Government of Canada’s travel health notice risk levels:

• Level 1: Practice health precautions
• Level 2: Practice enchanced health precautions
• Level 3: Avoid non-essential travel
• Level 4: Avoid all travel

Please see your insurance policy in the Client Centre for more details on eligible reasons for cancellation.

If I extend my trip, do I have to change my travel insurance coverage?

Not necessarily. Before planning to stay longer, make sure your trip doesn’t exceed the maximum days covered by your insurance. To avoid any surprises, see your coverage in the Client Centre or call our travel insurance assistance service at 1 855 635-9460.

Can I cancel my trip if I'm sick with COVID-19 or another illness before I leave?

Absolutely! You can cancel your trip if your illness is severe enough to warrant cancellation. You have to provide proof of your medical condition to be eligible.

What documents do I have to send when I submit a claim for the cancellation of my trip?

• Completed and signed claim form
• Proof of trip cancellation from the provider
• Copy of any credits and refunds you’ve received
• Detailed invoices from your service providers, including their cancellation policies
• Proof of payment for the trip (like your credit card or bank statement)
• Your plane tickets (if applicable)
• Completed and signed request for direct deposit form (if applicable)

What documents do I have to send when I submit a claim for emergency medical care?

• Original and detailed invoices, including:
  • Name, signature and address of the health care provider
  • Location of service
  • List of all services received
  • Diagnosis and treatment
  • Cost and date of services received
  • Name of the prescription drugs
  • Dosage
  • Price
  • Copy of credit card statement
  • Proof of cashed cheque indicating currency in which the service was paid
  • Transaction receipt may be accepted (in certain cases only)
  • Airplane or train ticket
  • Copy of stamped passport
  • Bank or credit card statement showing purchases made in Canada just before your departure and immediately after your return
  • Medical reports
  • Lab results

  How can I obtain reimbursement for a trip cancelled as a result of changes in travel advisories issued by the Canadian Government?

  1. To start, contact your travel service providers (airline or travel agency, etc.), 72 hours before a deposit becomes due.
  2. Then contact the travel assistance service provided by your travel insurance, 72 hours before your departure or a deposit becomes due by your travel agent. The number is indicated on the back of your insurance card or in the Client Centre.
     • For those covered by CanAssistance, fill out the form on their website (This hyperlink will open in a new tab).
     • For those covered by AXA Assistance, call the phone number on your insurance card or your plan administrator.

  For Quebec residents who purchased their trip from a travel agency in Quebec

  1. Submit a reimbursement request to the Compensation Fund for Customers of Travel Agents (This hyperlink will open in a new tab). (CFCTA) for services not received (transportation, lodging, tourist activities or other), when your security is compromised, when departure and repatriation is required, or even in the event of the closure or bankruptcy of the travel agency.
  2. Fill out the claim form for your travel insurance assistance service.
     • For those covered by CanAssistance, fill out the form on their website (This hyperlink will open in a new tab). .
     • For those covered by AXA Assistance, call the phone number on your insurance card or your plan administrator.

  An advisory to avoid non-essential travel outside Canada must be in effect at the time of your departure.

  If you received travel credit as compensation, we consider this as reimbursement and will deduct it from your claim. If it's equal to your total amount, you won't receive any further reimbursement from us.

  What do I do if the airline cancels my trip?

  Don’t panic! Head to their website or contact your travel agency to learn the procedure to follow. They’ll know where to direct you.

  • For Air Canada, click here (This hyperlink will open in a new tab).
  • For Sunwing, click here (This hyperlink will open in a new tab).
  • For Air Transat, click here (This hyperlink will open in a new tab).
  • For WestJet, click here (This hyperlink will open in a new tab).
  • For Lufthansa, click here (This hyperlink will open in a new tab).
  • For EasyJet, click here (This hyperlink will open in a new tab).
  • For Air France, click here (This hyperlink will open in a new tab).

  What happens if the travel agency or airline offers travel credit as reimbursement?

  For us, travel credit is compensation. Therefore, whether you accept it or not, this amount will be deducted from your reimbursement.

  If the travel credit is equal to the total amount, we won’t make any additional reimbursement.

  If the travel credit is less than the total amount, we’ll reimburse the remainder of your claim based on all eligible expenses in your contract.

  My passport cannot be renewed before my departure. Am I eligible for trip cancellation?

  Unfortunately, no. Before booking your trip, you have to make sure that your passports and visas are in order or will be before you leave. If not, your adventure will have to be postponed!