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Important Updates

RBC Insurance Stores

RBC Insurance Stores

To help protect the health and wellbeing of our clients and employees, we are continuing to keep our RBC Insurance Store locations across Canada closed. We remain committed to ensuring that your insurance needs are met. Our Advisors remain available to you by phone and can be contacted by calling your local insurance store location. 

Search for a Store to speak to an Advisor by phone or video.

Staying Connected

We’re taking added precautions to keep our clients and employees safe during the COVID-19 outbreak. We also recognize that now more than ever, clients turn to us for advice and support. And we’re here to help.

Travel Insurance

My travel plans have been impacted due to the outbreak of COVID-19/Coronavirus

Effective, March 13th 2020 in the afternoon, Global Affairs Canada has issued a travel advisory stating that Canadians should “Avoid all non-essential travel” applicable to all countries outside of Canada in order to limit the spread of COVID-19/Coronavirus.

Start your insurance claim submission online for: trip cancellation, trip interruption, medical, baggage, or a purchase security or extended warranty.

How RBC Insurance is supporting travel insurance clients

We understand that thousands of Canadians have had their travel plans interrupted due to the COVID-19 pandemic. We are working with each client to offer personalized advice and solutions, while reviewing each travel claim.

Travel claims:

We are experiencing an unprecedented volume of travel claims and inquiries. We are working as quickly as possible; however, travel insurance claims currently may take upwards of 15 weeks or more to process. We appreciate your patience as we navigate this crisis.

If you have submitted your claim along with required documents and not heard from us in over 15 weeks, please email at rbciasai@rbc.com for a status update. You will receive a reply within 10 business days.

Do you need to submit an insurance claim for trip cancellation, trip interruption, medical, baggage, purchase security or extended warranty? Submit your claim online here.

IMPORTANT:

We ask that you first contact your travel supplier (airline, tour operator or travel agent). Most travel suppliers are offering refunds, vouchers, future travel credits or travel date change options. If your trip was paid in full on a credit card, the travel supplier cancelled your trip, and the originally scheduled departure date was less than 110 days ago, you may qualify to receive a full refund by contacting your credit card company’s Disputes Department to initiate a request for Services Not Rendered.

  • RBC Credit Card holders, you can initiate a dispute by logging into online banking, messages/alerts and send a secure message.
  • If you are not an RBC client, the phone number can be found on the back of your credit card.

Note: The dispute process may take a few weeks.

New! To save you time, we’ve made it easier to submit your trip cancellation and trip interruption claims online.

To start a trip cancellation / trip interruption claim under the terms of your Credit Card Coverage, use this online form.

To start a claim under the terms of your RBC Travel Insurance Coverage follow these steps:

  • Sign in to Online Insurance
  • From the Policy Summary screen, find your travel policy/certificate
  • Click on “Open a Claim” to get started

Please make sure to have all your supporting documents available when you open a claim online. Please note that you have up to one year from the date your trip was interrupted or cancelled to file your claim.

In order for you to have an eligible claim, the travel advisory must be in effect as of your scheduled departure date. Claims will not be adjudicated until the departure date due to this requirement.

Additional Claim Information:

Coverage that includes Trip Cancellation/Interruption insurance:

Under Trip Cancellation/Interruption insurance, if you have purchased a policy/certificate prior to March 13, 2020 at 5:30PM (EST), you may be eligible to submit a trip cancellation/trip interruption claim due to a newly issued travel advisory.

Trip Cancellation/Interruption Insurance included with your RBC Credit Card:

Under Trip Cancellation/Interruption insurance, if you booked your trip and paid for it on your RBC Credit Card prior to March 13, 2020 at 5:30PM (EST), you may be eligible to submit a trip cancellation/trip interruption claim due to a newly issued travel advisory.

In order for you to have an eligible claim, the travel advisory must be in effect as of your scheduled departure date. Claims will not be adjudicated until the departure date due to this requirement.

Refer to Global Affairs website for more information: https://travel.gc.ca/

“Known or Anticipated Event” Exclusion-- Important Note:

The WHO (World Health Organization) declared that the COVID-19/Coronavirus outbreak is a global pandemic. Any Trip Cancellation/Interruption claim related to COVID-19/Coronavirus will not be payable if the policy was purchased or trip was booked/paid on a RBC Credit Card, on or after March 13, 2020 5:30PM (EST). This pandemic is considered a “known or anticipated event”.

NEW – You can now submit your claim for emergency medical insurance using this online claim form.

You will not be covered under emergency medical insurance if you travel to a destination in which the Government of Canada has advised Canadians to “Avoid all Travel” or “Avoid all non-essential Travel” to that destination and contract COVID-19/Coronavirus. This means we will not cover any medical claim related to COVID-19/Coronavirus if you travel anywhere outside of Canada effective March 13, 2020 at 5:30pm (EST)

If you are at your destination and left Canada before the travel advisory was issued, you may be covered under Emergency medical insurance if you contract COVID-19/Coronavirus.

Please contact Assured Assistance immediately at:

Toll-free from Canada & U.S. 1-800-387-2487
Collect from anywhere (905) 816-2561
Toll-free fax from Canada & U.S. 1-888-298-6340
Fax from anywhere (905) 813-4719
Or email us at:

NEW – Use this online form to submit a claim for baggage loss, theft, damage, or delay.

If you have group travel insurance under an RBC Insurance Group Benefits Plan, please see the Group Benefits section of this site.

Travelers who purchased their plane tickets or other tourist services from a travel agent with a Quebec permit could benefit from the protection of the Compensation Fund for Customers of Travel Agents (FICAV). Please contact: https://www.opc.gouv.qc.ca/en/contact/consumer/

Thank-you for your patience and understanding.

Group Benefits

How is RBC Insurance supporting Group Benefits clients?

We at RBC Insurance are working as quickly as possible to assess the impacts of COVID-19 and to keep you informed of key decisions that impact you and your group benefits plan. We are here to support you and your family. While things continue to move fast and change quickly, below is some important information.

We understand that many businesses are facing unprecedented financial hardship – and that requires extra flexibility from your insurance company.  That’s why we have extended the Group Benefit Solutions payment grace period from 31 to 60 days. 

In addition, since physical distancing measures and business closures have reduced visits to healthcare professionals such as the dentist, chiropractor, or physiotherapist, we are temporarily applying premium credits for our fully insured clients with extended health care and dental coverage.  We’ll reassess these premium credits as healthcare clinics resume providing care to your plan members. 

Short-term disability benefits provide income replacement, for short durations, in the event a person is unable to work due to injury or illness.

If you’ve tested positive and diagnosed with COVID-19 and cannot work (even from home), whether or not you are displaying symptoms, benefits will be payable from the start of your quarantine period. This means that the elimination period will be waived and benefits paid immediately.

You will need to:

For assistance, call our Life & Health claims team at 1-877-519-9501.

In the event you’ve tested negative and are not diagnosed with COVID-19, but have symptoms that prevent you from working (even from home), an STD claim should be submitted. Standard contractual provisions would apply, meaning that the elimination period would need to be satisfied before benefits are paid to you.

In the event you are not at work because you’ve been advised to self-quarantine or self-isolate by a government or health care authority, eligibility to benefits will be based on the terms of your Group Benefit Solution contract, including the definition of disability. For example, mass quarantines issued by a health authority or cautionary quarantines issued by an employer would not qualify for coverage. This means that if you have no disabling symptoms and cannot work from home, benefits will not be paid. A claim through the Government of Canada Employment Insurance sickness benefit should be submitted.

TIP: Employment Insurance (EI) sickness benefits are available to provide income replacement for eligible EI claimants who are unable to work because of illness, injury, or quarantine. Quarantined Canadians can apply for EI sickness benefits. Service Canada is ready to support Canadians affected by COVID-19 and placed in quarantine. The one-week waiting period for EI sickness benefits will be waived for new claimants who are quarantined so they can be paid for the first week of their claim. Service Canada’s dedicated toll-free support number is 1-833-381-2725 or (TTY) 1-800-529-3742.

Since the Government of Canada advised Canadians to “avoid all non-essential Travel” outside of Canada effective March 13, 2020 at 5:30pm (EST), if you elect to depart to destinations outside of Canada after March 13, 2020 for non-essential travel, you will not be covered for COVID-19-related claims under emergency medical insurance if you contract COVID-19 while abroad.

If you have departed prior to March 13, 2020 and are quarantined at your destination outside Canada as a result of contracting COVID-19, emergency medical coverage will be extended automatically for the full duration of the quarantine and until you can return to Canada (e.g. if your coverage normally ends at 60 days out of country but you are outside the country for 75 days due to quarantine, your coverage will extend the full 75 days). Anyone in this scenario should immediately contact Assured Assistance. They are available 24/7.

In Canada and USA: 1-855-603-5571
Local: 905-608-8251 (Collect from anywhere)

For those employees who are required to cross the border as part of their job for work that is deemed to be essential by the government, (i.e. trucking companies whose employees must cross the Canadian-US border to deliver goods and services in support of the trade industry), your coverage for Emergency OOC coverage will continue subject to contract provisions, even if your departure date is after March 13, 2020. You should contact your employer to discuss your Emergency OOC coverage if you are asked by your employer to leave Canada for work purposes.

Don’t forget about your Work-Life Employee Assistance program (EAP). Immediate and confidential EAP services, including counselling, educational materials, referrals to community services and more are accessible 24/7 by calling 1-877-630-6701. There are also COVID-19-related additional resources:

  • The www.lifebalance.net website features information on the coronavirus and coping with trauma.
  • Members of the Work-Life Employee Assistance Program Traumatic Event Support Team are available to support individuals and organizations impacted by these events.

During any crisis, it’s common to experience additional stress and anxiety. To help with the increasing demand for easily accessible, digital and affordable mental health solutions, we’ve introduced CarePlus. This gives you access to therapist-assisted cognitive behavioural therapy and extended digitally-driven counselling.   

Learn More

This is a rapidly evolving situation and the risk assessment is likely to change frequently. You can follow updates at Public Health Agency of Canada and the World Health Organization.

Car Insurance

How RBC Insurance is Supporting Car Insurance Clients

At RBC Insurance, we understand that we are in unprecedented times and many clients are facing financial hardship. That is why we work with each client to offer personalized advice and solutions to help them save on premiums while ensuring they have adequate coverage.

  • Driving less? We may be able to update your usage if you still need your vehicle, but are no longer commuting to work and/or school.
  • Not driving at all? If you no longer drive one or more of your vehicles, we may be able to offer the #StayHome endorsement.
  • Have multiple vehicles? If you are no longer using one of them, it may be possible to reduce the coverage on that vehicle currently not in use.

Clients who received the 90-day auto premium rate reduction will receive a letter advising them that their temporary rate reduction has ended, and to contact RBC Insurance if their vehicle usage continues to be impacted as a result of COVID-19.

Please call us at 1-888-556-2685 to review your coverage options or if your driving usage changes.

Purchase Security and Warranty

You can submit a claim for Purchase Security and Warranty Insurance under your RBC Credit Card coverage using this online form.

Frequently Asked Questions

We are committed to ensuring that your insurance needs are met. While our stores are closed, our advisors and insurance solutions remain available to you across a variety of channels. If you need to talk to someone about your insurance coverage, have an insurance review or simply better understand what your options are, you can find an Insurance Advisor here or call the number on our website. If your need is not urgent, please email us.

If you are receiving your payment by direct deposit into your account, there will be no impact to your payment. If you are receiving your payment by cheque, we will be reaching out to you to switch to direct deposit. You can reach us at 1 888 Royal 94 (1-888-769-2594). To initiate the direct deposit process or by email at rbcigroupannuity@rbc.com.

Yes, for Individual Life insurance policies, coverage includes death as a result of COVID-19.

Yes, COVID-19 is an insurable illness that you would have coverage for under the Royal RecoverAssist – Enhanced Coverage. Your coverage begins on the fourth day of your hospital stay. (Please see your policy for details.)

Yes, if you become ill due to COVID-19, test positive and as a result cannot work, you have coverage through your Disability Insurance policy. Benefits will be paid after the end of any applicable Elimination Period. (Elimination Period is the period of time between when you first become sick and when you start receiving benefits. Please see your policy for details.)

Supporting communities affected by COVID-19

RBC has committed an initial $2-million in support of COVID-19 community response efforts. As a first step, RBC will be donating funds to respond to community needs in Canada, the U.S. and globally to charitable partners including Food Banks Canada; Feeding America and The World Health Organization’s Covid-19 Solidarity Response Fund.