Important Information Regarding Coronavirus/COVID-19
Last Updated: March 15, 2020
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.
Trip Cancellation/Trip Interruption Update
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.
“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”.
Emergency Medical Insurance Update
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: email@example.com
COVID-19/Coronavirus Claims Process
IMPORTANT - We are experiencing high call volumes in our claims and advice centre. Please submit your claim by mail.
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;
- Obtain and forward their written response to us regarding any refund or credit for future travel;
- Submit a letter outlining your individual travel plans, your exact reason for submitting a claim and information on any losses you have incurred due to this event.
- Complete the claim form available here https://www.rbcinsurance.com/personal-insurance/claims-service.html?view=travel
- Send us all original unused ticket(s)/voucher(s), your invoice or credit card statement (applicable to RBC credit cardholders) showing full payment of the original trip;
- If you are returning home early, send us your new ticket and an invoice showing the amount you paid;
Send all documents to:
RBC Insurance Company of Canada
P.O. Box 97, Station A
Mississauga, Ontario L5A 2Y9
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.