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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. opens new window

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 opens new window 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 formfor Credit Card and Travel Insurance Claims.

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/ opens new window

“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 for Credit Card and Travel Insurance Claims 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/ opens new window

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. 

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 are diagnosed with COVID-19 and cannot work (even from home), whether or not you are displaying symptoms, benefits will be paid once the elimination period is satisfied. Standard claim forms must be submitted, including the Attending Physician Statement.

If you’ve tested negative for COVID-19, but have symptoms that prevent you from working (even from home), a standard STD application claim should be submitted. Standard contractual provisions would apply, including the elimination period.

If you are not at work because you’ve been advised to quarantine by a government or health care authority, and are not too ill to work otherwise, you will not be eligible for STD. 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 one of Government of Canada Employment Insurance program or any of the new COVID-19 response benefit programs should be submitted. These new programs include the Canada Recovery Benefit, the Canada Recovery Sickness Benefit, and the Canada Recovery Caregiver Benefit and all provide income replacement to those who have been impacted due to COVID-19.

TIP: The Canada Recovery Sickness Benefit (CRSB) provides up to two weeks of financial support for employees who are unable to work because they are sick or need to self-isolate due to COVID-19, or who have an underlying health condition that puts them at risk of getting COVID-19. Employees are encouraged to apply for this benefit when not in receipt of STD benefits, for example, during their STD elimination period. They cannot receive any other benefits while receiving the CRSB, including any STD benefits.

For more information on this benefit go to the Canada's Economic Response Plan opens new window website.

We can appreciate that these continue to be uncertain times and employers are facing many challenges as a result of COVID-19.

Can benefits be extended during temporary layoffs?

Our group contracts stipulate that during any periods of temporary layoff, coverage can be extended for a period of up to 90 days for short term and long term disability, and up to 180 days for all other benefits, provided premiums continue to be paid. The Plan Administrator does not need to notify RBC Insurance of any plan members who are laid off for these short term durations.

Are provisions different in Quebec?

In the province of Quebec, an employer must also consider the expectations of the RAMQ with respect to private insurance plans, and how this could impact their decision to maintain benefits during a temporary layoff. It is RBC’s understanding that during a temporary layoff, if the private plan can be extended during the layoff, the RAMQ expects employers to provide it and for the employees to take it, on a premium paying basis. While we offer this guidance, we strongly recommend that the employer consult with their own legal counsel and RAMQ for additional guidance.

What is the Infectious Disease Emergency Leave?

If the group is located in Ontario, they qualify under the Infectious Disease Emergency Leave (I.D.E.L.), where employees whose hours of work were temporarily reduced or eliminated because of COVID-19 will now be deemed on an I.D.E.L. statutory leave for the COVID-19 period (from March 1, 2020 until 6 weeks after the declared emergency ends, now forecasted for July 3, 2021). If the employee is still within the layoff period of 90 days for disability or 180 days for all other benefits, coverage will be extended for the period provided in the new regulation provided the employer continues to remit premium for them.

If the group is located in any other province, regular contract provisions will apply.

Questions?

If you have further questions, please contact your Group Service Representative at 1-855-264-2174.

Our Group Benefits medical emergency coverage has changed effective January 1, 2021. COVID-19 will be covered for travel departing on or after January 1, 2021 while there is a Level 3 (Avoid Non-Essential travel) advisory or lower issued by the Government of Canada. For those insurance policies with Trip Cancellation Trip Interruption coverage, COVID-19 Pandemic will continue to be considered a known occurrence and as such is excluded from coverage.

As COVID-19 cases continue to rise and risk is heightened, we strongly recommend that you visit the Government of Canada’s Global Travel Advisory website before booking your trip and only travel when necessary.

If you depart on or after January 1, 2021 while there was a Level 3* (Avoid Non-Essential travel) or lower advisory in place, you will be covered for COVID-19 related claims under your group emergency medical insurance. If you have Trip Cancellation Trip Interruption coverage, COVID-19 continues to be a known occurrence and will not be covered should you need to cancel or cut your trip short due to COVID-19.

If you travel to a location that is under a Level 4 (Avoid all travel) advisory, medical emergency will not be covered. If you are already in a country when the Level 4 advisory is issued, you will be given 10 days to return home. Your medical emergency will remain covered during the 10-day period.

Visit the Government of Canada Global Travel Advisory website for updates on travel advisories.

If you departed prior to January 1, 2021, you would only be covered under medical emergency for COVID-19 related claims if you were traveling for work that is deemed essential. Any leisure or non-essential travel would not be covered for COVID-19 related claims. Any medical emergency claims not related to COVID-19 continue to be covered.

Visit the Government of Canada website for Guidance on Essential Services and Functions in Canada During the COVID-19 Pandemic.

If you travel to a location that is under a Level 4 (Avoid all travel) advisory, medical emergency will not be covered. If you are already in a country when the Level 4 advisory is issued, you will be given 10 days to return home. Your medical emergency will remain covered during the 10-day period.

I have to cancel my trip, or cut my trip short due to COVID-19, will my Group Benefit coverage cover my loss?

COVID-19 pandemic is considered a known occurrence under the Trip Cancellation Trip Interruption coverage and is excluded from coverage. If you have to cancel or interrupt your trip due to COVID-19, your Trip Cancellation Trip Interruption coverage will not cover the claim.

The Government of Canada issues 4 travel health notices for travel destinations as follows:

  • Level 1 - Practice usual precautions
  • Level 2 - Practice special precautions
  • Level 3 - Avoid all non-essential travel
  • Level 4 - Avoid all travel

Visit the Government of Canada Risk levels and Travel Advisories website for more information.

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 opens new window 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 about mental health support

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 opens new window and the World Health Organization opens new window.

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 have received 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 for Credit Card and Travel Insurance Claims.

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 opens new window 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 opens new window; Feeding America opens new window and The World Health Organization’s Covid-19 Solidarity Response Fund opens new window.