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FAQ COVID-19

 

I have a travel insurance policy and I’m already on a trip.

What should I do if I get sick while travelling?

If you have a medical emergency while abroad and your individual travel insurance policy includes coverage for emergency medical care:

  • Contact Blue Cross travel assistance immediately. The numbers to call to reach this 24/7 service are as follows:
    • From Canada or the United States: 1-800-361-6068 (toll free)
    • From Mexico: 01-800-062-3174 (toll free)
    • From the Dominican Republic: 1-800-203-9666 (toll free)
    • From elsewhere in the world: 1-800-7328-7473 (toll free) or 514-286-8411 (collect call)
  • If you cannot reach our travel assistance service, do what is medically necessary to stabilize your situation (e.g., go to a nearby clinic or hospital or contact local emergency services). Once you have been taken care of, call our travel assistance service as soon as possible.

Please note that travel insurance for emergency medical care does not cover you if you experienced COVID-19 symptoms prior to your departure.

I want to interrupt my trip due to the COVID-19 pandemic. What will be covered under my individual travel insurance policy?

If you decide to interrupt your trip and you have trip cancellation or interruption insurance, expenses eligible for reimbursement include:

    • The unused portion of prepaid, non-refundable travel expenses (excluding return tickets)
    • Living expenses (up to a maximum of $300 per day and $3,000 in total per person insured under the policy)
    • The most economical additional transportation costs (including schedule change fees) to return to your province of residence

Am I covered by trip cancellation or interruption insurance if I wish to interrupt my trip due to COVID-19?

Trip cancellation or interruption insurance covers you only if you have to interrupt your trip for a reason beyond your control and that was unknown at the time your insurance policy took effect.

To be eligible for a refund, your trip cancellation or interruption insurance must have been purchased or your trip must have been booked:

  • Before a Level 3 (avoid non-essential travel) or Level 4 (avoid all travel) warning was issued by the Government of Canada for your destination
  • Prior to March 12, 2020, on which date we consider the COVID-19 pandemic to have become a known and uninsurable cause

What should I do if I have to interrupt or change my travel plans due to the COVID-19 pandemic?

If you are on a trip and want to interrupt or change it:

  • Contact Blue Cross travel assistance immediately to submit a trip interruption request. The numbers to call to reach this 24/7 service are as follows:
    • From Canada or the United States: 1-800-361-6068 (toll free)
    • From Mexico: 01-800-062-3174 (toll free)
    • From the Dominican Republic: 1-800-203-9666 (toll free)
    • From elsewhere in the world: 1-800-7328-7473 (toll free) or 514-286-8411 (collect call)
  • Travel assistance staff will analyze your situation and determine if you are eligible for reimbursement.
  • If you cannot reach us, please complete and sign the claim form, and email it to This email address is being protected from spambots. You need JavaScript enabled to view it.. Remember to include the required supporting documents.

What should I do if the borders of the country where I’m staying are closed?

In accordance with the official recommendations of government and health authorities, it is essential that you immediately take all necessary steps to return to your province of residence while you still have the opportunity to do so.

Given the magnitude of the crisis, the reduced availability of medical resources around the world and the measures being taken by various countries to limit the spread of the COVID-19 pandemic, our travel assistance service is very limited in its ability to assist people in emergency situations abroad.

If the borders of the country you are visiting close before you have had a chance to plan your return, promptly contact our customer service department at 514-905-5050 or 1-855-599-5050 to extend your individual travel insurance policy. Make sure you do so before the policy expiry date.

Am I entitled to a living allowance if I cannot return to my province of residence?

Depending on your situation, you may be entitled to a living allowance if you are unable to return to your province of residence for a reason beyond your control and you have trip cancellation or interruption insurance.

Trip cancellation or interruption insurance must have been purchased or your trip must have been booked before March 12, 2020, to be eligible for a living allowance.

What should I do if I contract COVID-19 during my trip?

If you are experiencing symptoms associated with a COVID-19 infection and your individual travel insurance policy includes coverage for emergency medical care:

  • Contact Blue Cross travel assistance immediately. The numbers to call to reach this 24/7 service are as follows:
    • From Canada or the United States: 1-800-361-6068 (toll free)
    • From Mexico: 01-800-062-3174 (toll free)
    • From the Dominican Republic: 1-800-203-9666 (toll free)
    • From elsewhere in the world: 1-800-7328-7473 (toll free) or 514-286-8411 (collect call)
  • If you cannot reach our travel assistance service, do what is medically necessary to stabilize your situation (e.g., go to a nearby clinic or hospital or contact local emergency services). Once you have been taken care of, call our travel assistance service as soon as possible.

Please note that you are not covered for emergency medical care if you experienced symptoms of COVID-19 before you left.

Am I covered if I am quarantined during my trip?

Yes, we automatically extend the travel insurance coverage of insured members who are quarantined due to the COVID-19 pandemic and whose insurance policy was in effect on the date the quarantine began.

If you are placed in quarantine, your coverage will be extended at no charge either until 72 hours after the end of the quarantine or until you return to your province of residence, whichever comes first.

Be sure to contact our customer service department at 514-905-5050 or 1-855-599-5050 before the expiry date of your individual travel insurance policy to extend your coverage.

Am I covered by travel insurance for emergency medical expenses if I decide to stay on my trip?

Yes, you will be covered by travel insurance for emergency medical care during your stay as long as your policy is valid.

However, in accordance with the official recommendations of government and health authorities, it is essential that you immediately take all necessary steps to return to your province of residence while you still have the opportunity to do so.

Given the magnitude of the crisis, the reduced availability of medical resources around the world, and the measures being taken by individual countries to limit the spread of the COVID-19 pandemic, our assistance service is very limited in its ability to assist people in emergency situations abroad.

Can I extend my insurance policy if I decide to stay on the trip?

In accordance with the official recommendations of government and health authorities, it is essential that you immediately take all necessary steps to return to your province of residence while you still have the opportunity to do so.

However, if a situation beyond your control forces you to extend your stay, please contact our customer service department promptly at 514-905-5050 or 1-855-599-5050 to find out if you are eligible for a policy extension.

Can you send me a letter proving you cover expenses related to COVID-19?

If such a document is requested by a government authority, contact our customer service department at 514-905-5050 or 1-855-905-5050.

I have a travel insurance policy and I want to cancel or postpone my trip.

  I am not scheduled to depart within the next 30 days.

 

To enable us to respond to urgent travel requests and reduce wait times, please do not call us if you are not travelling within the next 30 days.

For answers to your questions, please consult our FAQ for travellers scheduled to depart within the next 30 days. Keep in mind that invitations to contact us by phone do not apply to your situation. You should only contact us by phone if you are scheduled to leave in 30 days or less.


Here are the steps to follow to cancel or postpone your trip:

  1. Contact the supplier or company that sold you your trip to claim a reimbursement of the prepaid travel expenses. If you have not paid for your trip in full, you are under no obligation to make any additional payment.
  2. If your trip was purchased from a travel agency licensed by Office de la protection du consommateur (OPC), you can submit a claim to OPC.
  3. Finally, you will be able to submit a claim for non-reimbursed travel expenses by completing the claim form and emailing it to This email address is being protected from spambots. You need JavaScript enabled to view it.. Remember to include all the required supporting documents. For more details, read this important notice.
  • Please note that to be eligible for a refund, your trip cancellation or interruption insurance must be purchased or your trip must be booked:
  1. Before a Level 3 (avoid non-essential travel) or Level 4 (avoid all travel) warning was issued by the Government of Canada for your destination
  2. Prior to March 12, 2020, on which date we consider the COVID-19 pandemic to have become a known and uninsurable cause

  I am scheduled to depart within the next 30 days.

 

How do I cancel or postpone my trip due to COVID-19?

Here are the steps to follow to cancel or postpone your trip:

  1. Contact the supplier or company that sold you your trip to claim the prepaid travel expenses.
  2. If your trip was purchased from a travel agency licensed by Office de la protection du consommateur (OPC), you can submit a claim to OPC.
  3. Finally, you will be able to submit a claim for non-reimbursed travel expenses by completing the claim form and emailing it to This email address is being protected from spambots. You need JavaScript enabled to view it.. Remember to include all the required supporting documents. For more details, read this important notice.
  • Please note that to be eligible for a refund, your trip cancellation or interruption insurance must be purchased or your trip must be booked:
  1. Before a Level 3 (avoid non-essential travel) or Level 4 (avoid all travel) warning was issued by the Government of Canada for your destination
  2. Prior to March 12, 2020, on which date we consider the COVID-19 pandemic to have become a known and uninsurable cause

Can I change the dates on my individual travel insurance policy?

That depends. To find out if it is possible to change the dates of your individual travel insurance policy, please contact our customer service department or the authorized representative (broker or travel agency) that sold you the policy.

Will I be reimbursed by trip cancellation or interruption if my travel agency or airline offers me a travel credit or voucher instead of a reimbursement?

No. If your travel services provider (travel agency, airline, etc.) offers you a travel credit or voucher, you will not be able to submit a claim for this amount. To be eligible for trip cancellation or interruption insurance, your travel fees must be unrecoverable, in any way.

This is in line with the Canadian Life and Health Insurance Association (CLHIA) recommendations. To learn more, please read the press release from the CLHIA.

For what destinations can I cancel my trip due to the COVID-19 pandemic?

You may request a refund of the prepaid, non-refundable charges resulting from the cancellation of your trip, provided your trip cancellation or interruption insurance was purchased or your trip was booked:

  1. Before a Level 3 (avoid non-essential travel) or Level 4 (avoid all travel) warning was issued by the Government of Canada for your destination
  2. Prior to March 12, 2020, on which date we consider the COVID-19 pandemic to have become a known and uninsurable cause

Can I cancel my cruise because of the COVID-19 pandemic?

Yes, you will be able to obtain a refund of the prepaid, non-refundable charges resulting from the cancellation of your cruise, provided that your trip cancellation or interruption insurance was purchased or your cruise was booked:

  1. Before a Level 3 (avoid non-essential travel) or Level 4 (avoid all travel) warning was issued by the Government of Canada for any of the destinations visited as part of your cruise
  2. Prior to March 9, 2020, when the Government of Canada issued a warning to avoid all cruise ship travel
  3. Prior to March 12, 2020, on which date we consider the COVID-19 pandemic to have become a known and uninsurable cause

I am taking a trip with multiple destinations. How does my trip cancellation or interruption insurance work with regard to COVID-19?

We recommend that you first contact the supplier or company that sold you your trip to see if you can change your travel plans free of charge.


If no changes can be made and you decide to rearrange your trip, you can claim the prepaid, non-refundable costs incurred as a result of a change to your trip, provided you purchased your trip cancellation or interruption insurance or booked your trip:

  1. Before a Level 3 (avoid non-essential travel) or Level 4 (avoid all travel) warning was issued by the Government of Canada for your destination
  2. Prior to March 12, 2020, on which date we consider the COVID-19 pandemic to have become a known and uninsurable cause

Can I get a refund on my airline tickets from my airline?

Contact your airline to see if you can get a refund or travel credit.

I came back early from my trip.

Can I get a refund for my travel insurance premium in the event of an early return?

Yes, in the event of an early return, you can get a refund for the unused portion of your travel insurance for emergency medical care, provided no claim was submitted during your trip. At this time, we will waive the $25 administration fee due to the COVID-19 pandemic.


To submit a premium refund request, we invite you to please complete and sign the form, et email it to us at This email address is being protected from spambots. You need JavaScript enabled to view it.. . Given this exceptional situation, we will not require proof of your return date if your return to Canada on or after March 16, 2020.


If you purchased your insurance from a licensed insurance advisor, contact them to submit your application.


Please note that this option is not available for trip cancellation or interruption insurance or annual travel insurance.

I already have travel insurance, but I haven’t bought my trip yet.

Am I covered by travel insurance for emergency medical care if I decide to travel outside my province of residence, even if a warning to avoid non-essential travel is in place?

Yes, you will be covered by travel insurance for emergency medical care. However, in accordance with the official recommendations of government and health authorities, it is absolutely essential that you refrain from travelling outside your province of residence until the Government removes the current travel restriction.


Given the magnitude of the crisis, the reduced availability of medical resources around the world, and the measures being taken by individual countries to limit the spread of the COVID-19 pandemic, our assistance service is very limited in its ability to assist people in emergency situations abroad.

Will I be covered by trip cancellation or interruption insurance?

No. Trip cancellation or interruption insurance does not cover situations that were known at the time the insurance policy was purchased or the trip was booked. Because it has spread extensively around the world, we consider the COVID-19 pandemic to have been a known situation as of March 12, 2020.


Therefore, if your trip was booked after that date, you will not be covered by this insurance.

Can you send me a letter proving you cover expenses related to COVID-19?

If such a document is requested by a government authority, please contact our customer service department at 514-905-5050 or 1-855-599-5050.

My annual travel insurance policy includes trip cancellation and interruption coverage. Will I be covered if I decide to take a trip?

No. Trip cancellation or interruption insurance does not cover situations that were known at the time the insurance policy was purchased or the trip was booked. Because it has spread extensively around the world, we consider the COVID-19 pandemic to have been a known situation as of March 12, 2020.


Therefore, if your trip was booked after that date, you will not be covered by this insurance.

I want to take out travel insurance.

I’d like to travel outside my province of residence. Can I buy travel insurance?

No you cannot purchase travel insurance at this time. We are not selling travel insurance until further notice. In order to contribute to the collective efforts to curb the spread of COVID-19, we have decided to temporarily suspend sales of new travel insurance policies until further notice. This exceptional measure stems from our desire to protect the health and well-being of our policyholders.


For more information on this subject, please see our press release.

I’m required to travel for work. Can I buy travel insurance?

That depends. If it is essential for you to travel outside your province of residence in the course of your duties (e.g., if you are a truck driver), please contact to submit an application at 514-905-5050 or 1-855-599-5050.

Insurance for visitors to Canada

A family member who came to visit me in Canada was diagnosed upon arrival. Will they be covered by travel insurance for visitors to Canada?

Yes, unless your family member was diagnosed with or presented symptoms of COVID-19 before the effective date of their insurance for visitors to Canada. If that is the case, they will unfortunately not be covered for medical care related to this condition.


For more information, see the exclusions and reductions in coverage in the insurance policy for visitors to Canada.

Can insurance for visitors to Canada be extended?

That depends. If you have an insurance policy for visitors to Canada in force and need to extend your coverage for a reason beyond your control (e.g., cancellation or postponement of a scheduled flight, border closure, delay in receiving provincial health insurance coverage, quarantine), we invite you to contact us before the policy expiry date to find out if it is possible to extend your coverage at 514-905-5050 or at 1-855-599-5050.


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