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COVID-19 - How RBC Insurance is helping clients

We remain committed to keeping you informed about actions we’re taking, to support you during this time. Thank you for choosing RBC Insurance.

Last Updated: April 2, 2020

Important Updates

  • Travel: We are currently experiencing a large volume of calls that is leading to long wait times. We ask that you submit your trip cancellation or interruption claim online at your earliest convenience. Please note that you have up to 1 year from the date your trip was interrupted or cancelled to file your claim.
  • RBC Insurance Stores: To help protect the health and wellbeing of our clients and employees, we are temporarily closing our RBC Insurance Store locations across Canada. 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.

Do You Have An Immediate Concern?

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 Trip Cancellation / Trip Interruption claim submission online.

Policies that include Trip Cancellation/Interruption insurance:

Under Trip Cancellation/Interruption insurance, if you have purchased a policy 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.

You must be travelling prior to September 1st, 2020 in order to submit a trip cancellation claim.

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”.

You will not be covered under emergency medical insurance if you contract COVID-19/Coronavirus, and 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. 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:

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

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

IMPORTANT - We are experiencing high call volumes in our claims and advice centre.

We are aware that this global event has resulted in certain travel suppliers offering refunds, date change options and credits to passengers. We recommend that you contact your travel professional or supplier as a first recourse to discuss your travel options.

Should you wish to submit a claim, the following are preliminary steps we recommend you take to enable us to open and assess your claim:

  • Contact your travel supplier (airline, tour operator, travel agent) and determine if your travel arrangements can be rescheduled or rerouted or what part of your travel arrangements they will reroute, refund or credit;
  • Start your Trip Cancellation / Trip Interruption claim submission online.

We are reviewing each claim on an individual basis under the terms and conditions of the insurance contract. While we anticipate that this process could take up to a few weeks to complete, we will make every effort to ensure that your claim is reviewed as promptly as possible.

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.

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.

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 authorityeligibility 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.

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.

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.