This FAQ was created to help you support your clients during the COVID-19 pandemic. Even if our local offices are currently closed, the necessary solutions have been put in place to ensure the good continuity of our services. Our sales team remains available to offer you the support you need.
Last update: April 29, 2020
Q1. In the current economical situation, how do you plan to support advisors?
R1. Effective April 1, 2020, we are postponing charge backs of commissions due to cancellations or lapses received as of this date, for a period of 60 days.
Q1. Will services to advisors be maintained in the context of the COVID-19 pandemic?
R1. Yes. The necessary measures have been put in place to ensure that all our services are maintained and to meet our usual claims processing times. Our Info-Partners, Commissions and Contracting, as well as our sales directors remain available by phone or by email.
For the time being, if you have any documents to send us, please send them by email
For any requests related to administration or medical underwriting, please contact:
- Info-Partners Health :
- 514-286-2626 or 1-800-361-2538 (option 2, then option 1)
For any questions related to your commissions, please contact:
- Commissions and Contracting
- 514-286-2626 or 1-800-361-2538 (option 2, then option 2)
Contact our sales directors:
- Montréal, Outaouais, Laurentides and Lanaudière
- Jean-Gaston Baudart
- Montréal, Montérégie and Estrie
- Natacha Carrier
- Eastern Québec
- Nathalie Lemonde
Q2. My client is having trouble paying their premiums. What options can I offer to them? UPDATED
R2. If your client is experiencing financial difficulties as a result of the crisis, contact Info-Partners or ask them to call our customer service department at 1-888-822-2583 to take the necessary measures for the payment of their premiums and avoid having their financial institution charge them a fee for insufficient funds. We will be able to offer them a 90-day period to pay their premiums. During that time, their coverage will be maintained. Following this 90-day period, we will apply the terms of the agreement taken with your client.
If your client fails to call us before the expected date of their payment, our usual rules apply.
Q3. What are the accepted methods of payment for the initial premium?
R3. We accept the following methods of payment for the initial premium:
- Credit card
- Pre-authorized debit (PAD)
Payment by cheque is no longer accepted at this time
Q4. Can you deliver the contract by electronically? UPDATED
Q5. Are remote sales allowed?
R5. Yes. We accept insurance applications signed remotely (i.e. without the physical presence of the client) and delivered electronically. Please note that you will be required to also send a copy to your general MGA.
Q6. What types of documents can be sent electronically?
R6. We accept the following documents by email:
- Insurance applications
- All documents required for delivering the contract
Q7. What types of signatures are accepted? UPDATED
R7. We accept the following signatures:
- Handwritten signature (pen or stylus including Adobe Sign) and sent electronically
- DocuSign, OneSpan, EZSign, Authentisign or NexOne Sign electronic signature with the authentication certification
Q8. A witness signature is required in one of the forms, but I don’t have access to a witness in the current context. What are my options?
R8. We will temporarily accept insurance proposals, change requests and setting requirements without the witness signature.
Q9. Because of physical distancing and the closure of non-essential services, my client has reduced visits to health professionals. Since he continues to pay for his coverage without using it, what solution can I offer him? NEW QUESTION
R9. As of the month of May, for a three-month period, we are offering:
- 50% reduction on the dental care benefit monthly premium
- 20% reduction on the extended health care benefit monthly premium
No action on your part or your client’s is required. This reduction will be automatically applied to the accounts of all clients who have enrolled in the benefits mentioned above.
Also be advised that we will not apply retroactive charges to your commissions despite this premium reduction.
Q1. Will COVID-19 impact medical underwriting?
R1. Insurance requests from clients returning from a trip outside the country will be put on hold for two weeks from the date of their return. A health declaration will also be required upon delivery of the contract.
Insurance requests from clients who are planning to travel outside the country within the next months, while a government-issued advisory to avoid all travel is in place, will be postponed until their return to the country. They will have to comply with the medical requirements in place at this moment.
Q2. If a client requires medical tests, laboratory tests, paramedical services or other in-person assessments in order to complete their application, what should we do?
R2. Our suppliers no longer offer paramedical services. However, phone interviews remain possible. For more flexibility, we offer the following options:
- Maintaining the initial insurance amount. In this case, the insurance request will be put on hold until our suppliers return to normal operations.
Q1. My client has been quarantined. When will they receive their disability payments?
R1. To be eligible for disability payments, your client must:
- Have been diagnosed with a COVID-19-related infection.
- Meet the disability definition of their insurance policy.
If your client is eligible, the waiting period before they receive their payments for disability benefits starts on the first day they were placed under quarantine.
To submit a disability claim, your client must follow the steps on our website.
Q2. What are the turnaround times for claims processing?
R2. The necessary measures have been put in place to meet our claims processing times. However, because we are experiencing longer than normal turnaround times to receive the medical documents required, claims could be delayed. Thank you for your understanding and your patience.
For the time being, we ask that all our clients send their claims by email or by fax.
- Claims Health insurance products :
- Claims Life and disability insurance products :
Q3. My client recently consulted a medical practitioner via tele/video consultation. Can they submit a claim for these services? NEW QUESTION
R3. Yes, we currently accepting claims for consultations carried by phone or video chat with the following medical practitioners (if they are covered by the client’s contract):
- Audiologist or audioprosthetist
- Nutritionist or dietician
- Occupational therapist
- Speech and language therapist
- Physiotherapist or Physical rehabilitation therapist
- Podiatrist or chiropodist
TRAVEL INSURANCE COVERAGE
Q1. My client is planning to travel outside their province of residence. Can they purchase the travel insurance offered as part of the Express Plan?
R1. No. To contribute to collective efforts to curb the spread of COVID-19, we have decided to suspend all new travel insurance sales until further notice. This includes travel insurance offered within the Express Plan. This exceptional measure stems from our goal to protect the health and wellness of our insureds.
Q2. Can essential workers (e.g. truckers) purchase travel insurance offered as part of the Express Plan?
R2. Yes. Certain essential workers can purchase travel insurance offered within the Express Plan. This includes truckers. For any other job type, please contact Info-Partners or your sales director to verify if the job is eligible as an essential service and qualifies for a travel insurance policy.