Coronavirus (COVID‑19)

Information for Insureds Travel Insurance

Updated: July 8, 2022 at 3:05 p.m.

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This FAQ concerns only group insurance products and retirement and end of employment products (Privilege and MRS).

SSQ Insurance recommends that its clientele comply with the Canadian government's travel advisories. SSQ Insurance cannot guarantee access to quality medical care abroad due to the ever changing global situation.

 

Click here to consult the Government of Canada Travel Advice and Advisories

 

SSQ Insurance provides you with a reference guide to help you better understand your travel insurance coverage with respect to the various risk levels and travel advisories issued by the Government of Canada. Start using this helpful, user-friendly guide today!

What do I do if the airline cancels my trip?

If your airline cancels your trip, visit its website or contact your travel agent for the procedure to follow.

What to do in the event of lost or damaged baggage?

In the event of loss or damage, all claims must be addressed with your airline. Go to their website or contact your airline to find out what to do.

Can I cancel my trip if I'm sick with COVID-19 or another illness before I leave?

Yes, if the illness is severe enough to warrant cancellation. You must provide proof of your medical condition.

My passport cannot be renewed before my departure. Am I eligible for trip cancellation?

No, before booking your trip, you must ensure that your passports and visas are in order or will be before your departure.

What documents must I send to you when I submit a trip cancellation claim?
  • Completed and signed claim form
  • Proof of the trip’s cancellation from the service provider
  • Copy of all credits and reimbursements already obtained
  • Detailed receipts from your service provider, including their cancellation policy
  • Proof of payment for the trip (credit card or bank account statement)
  • Plane tickets (if applicable)
  • Completed and signed direct deposit reimbursement form (if applicable)
  • Proof of a positive COVID-19 PCR test or rapid antigen test.
What documents must I send when I submit a claim for emergency medical care?
  • Detailed receipt including:
    • Name, signature and address of the health care provider
    • Location of service
    • List of services received
    • Cost and date of services received
  • Medical reports
  • Laboratory results (if applicable)
  • Proof of payment
  • Transaction record (if applicable)
  • Claim forms (completed and signed)
What type of situation does trip cancellation insurance cover?

Since October 1, 2020, the following situations apply BEFORE YOUR DEPARTURE if your insurance includes trip cancellation coverage:

If the Government of Canada’s travel health notice for your travel destination changes from Level 1 or 2 at the time of purchase to Level 3* before your departure, then it is possible to cancel your trip. If you decide to travel, you will still be covered for travel assistance (emergency medical expenses including COVID-19) for as long as the Government of Canada’s travel health notice level does not change to Level 4*.

If the Government of Canada’s travel health notice for your travel destination changes from Level 1, 2 or 3 at the time of purchase to Level 4* before your departure, then it is possible and recommended that you cancel your trip. If you do not, you will not be covered for travel assistance.

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

  • Level 1 - Exercise normal security precautions
  • Level 2 - Exercise a high degree of caution
  • Level 3 - Avoid all non-essential travel
  • Level 4 - Avoid all travel
How can I obtain reimbursement for a trip cancelled as a result of changes in travel advisories issued by the Canadian government?

To start, contact the first payer, namely, your travel service providers (e.g. your airline or travel agency), 72 hours before a deposit becomes due by your travel agent.

Then contact the travel assistance provided by your travel insurance, 72 hours before your departure or a deposit becomes due by your travel agent. The number is indicated on the back of your SSQ Insurance card or in your Customer Centre.

For Quebec residents who purchased a trip from a travel agency in Quebec

First, submit a reimbursement request directly to the Compensation Fund for Customers of Travel Agents (CFCTA) in the following situations:

  • Transportation not received
  • Lodging not received
  • Tourist activities not received
  • Main service not received
  • Compromised security
  • Departure or repatriation required
  • Closure or bankruptcy of the travel agency

Then, you must submit a claims form to your travel insurance assistance service.

Your trip must have been purchased between October 21 and December 14, 2021. An advisory to avoid non-essential travel outside Canada must be in effect at the time of departure.

If you were offered a travel credit as compensation, we consider this a reimbursement. We will therefore deduct the travel credit (whether you accepted it or not) from your insurance amount. If the travel credit is equal to your insurance amount, you will not receive any further reimbursement from SSQ Insurance.

What happens if the travel agency or airline offers a travel credit as reimbursement?

For SSQ Insurance, a travel credit is equivalent to a reimbursement. Therefore, whether you accept the travel credit or not, we will deduct this amount from the reimbursement.

If the travel credit is equal to the total amount, you will not receive any reimbursement from SSQ Insurance.

If you do not obtain a full reimbursement or credit for the cancellation of your trip, SSQ Insurance will reimburse you for the eligible expenses under your contract.

Am I covered if I travel in a country bordering on Ukraine?

Yes, you might be. For countries where the federal government has issued a level 1, 2 or 3 travel advisory,* you will be covered for emergency medical care. Unless you have war risk coverage, you will not be covered if the federal government issues a level 4 travel advisory. Please consult your contract for more details and refer to the Government of Canada site to find out the level of travel advisory that applies to the country where you will be travelling.

Please note that the situation is currently very unstable in countries bordering Ukraine and that it may deteriorate suddenly. The federal government’s travel advisory level could change in the coming weeks and accessing emergency medical care or repatriation may be difficult, even unfeasible, in some regions.

* The Government of Canada issues four levels of travel health notices for travel destinations:

  • Level 1 – Exercise normal security precautions
  • Level 2 – Exercise a high degree of caution
  • Level 3 – Avoid all non-essential travel
  • Level 4 – Avoid all travel
I need to cancel my trip because I do not meet the vaccination requirements (number of doses required, the type of vaccine, vaccination time frames, etc.) Am I eligible for a refund?

No. You are not eligible for a refund if you do not meet vaccination requirements, or if you do not meet the PCR / Antigen testing requirements as it is not a cancellation reason listed under your contract terms.

I plan to travel for a long period of time. Can I be covered by my travel insurance?

To be eligible for travel insurance, you must be covered by your provincial or territorial health insurance plan. If your trip exceeds the maximum number of days that you can be absent established by the province or territory, an exemption request must be completed.

Click on the province or territory of your choice to view the extended absence rules that apply.

I’m planning a trip. Am I covered for emergency medical expenses including those related to COVID-19 (travel assistance)?

Since October 1, 2020, emergency medical expenses, including those related to COVID-19, are covered for travel destinations for which the Government of Canada has issued a Level 1, 2, or 3* travel health notice. In accordance with your insurance policies, you must be in good and stable health before you leave on your trip.

Emergency medical expenses are not covered for travel destinations for which the Government of Canada has issued a Level 4* travel health notice.

* The Government of Canada issues four levels of travel health notices for travel destinations:

  • Level 1 – Exercise normal security precautions
  • Level 2 – Exercise a high degree of caution
  • Level 3 – Avoid all non-essential travel
  • Level 4 – Avoid all travel

Consult here the warnings

Which expenses are covered if the result of my COVID-19 screening test is positive while I am travelling and I am covered for this illness under my insurance contract?

The following expenses are covered according to the maximum amount under your contract:

  • Medical expenses
  • Additional expenses incurred to purchase a return ticket, or the cost of modifying your existing ticket, based on the following:
    • One-way ticket, in economy class
    • Flight aboard a commercial airline, on a fixed schedule
    • The most direct route to the point of departure

Accommodation and living expenses are not covered unless stipulated otherwise under your contract.

Does my insurance cover expenses related to mandatory stopovers (as required by the Government of Canada) in a third country?

Expenses related to mandatory stopovers in a third country are not covered by your travel insurance plan. This includes costs incurred related to living expenses, accommodation fees, and itinerary change fees.

I am forced to stay at my destination because all flights have been cancelled within the country I'm visiting. What is covered by my travel insurance?

Expenses related to emergency medical care, including those related to COVID-19 are covered. All other expenses including accommodation and living expense are not covered under your insurance contract.

What do I do if I contract COVID-19 while travelling and I am covered for this illness by my insurance policy?

Call your travel insurance assistance service. You will be referred to a healthcare professional.

This information is provided on your SSQ Insurance card and in your Customer Centre.

For those covered by CanAssistance, contact CanAssistance.

For those covered by AXA Assistance, contact AXA.

I'm planning a cruise. Am I covered for emergency medical expenses, including those related to COVID-19?

During a level 4 warning
You are not covered for emergency medical expenses, including those related to COVID-19. This is valid for all cruises, as long as the Canadian government maintains a level 4 warning, a warning to avoid all travel on a cruise ship.

During a level 3 warning or below
You are covered for emergency medical expenses, including those related to COVID-19. This is valid for all cruises, as long as the Canadian government maintains a level 3 warning and below.

Can I cancel my cruise and obtain a reimbursement?

If you want to cancel your cruise, the following conditions must be met:

  • You must have trip cancellation insurance.
  • The cruise must have been booked after March 7, 2022, when the Canadian government lifted its travel advisory to avoid all travel abord cruise ships.
I must remain at my destination because I am awaiting the result of my COVID-19 screening test. What is covered under my travel insurance?

Additional expenses incurred while awaiting COVID-19 screening test results are not covered (for example, the cost for new plane tickets or changing the return date on the existing ticket, accommodation and living expenses, etc.)

Can I cancel or extend my trip because I am placed under quarantine?

Yes, you can cancel or extend your trip if you are placed under quarantine as long as the quarantine ends 7 days or less before your scheduled departure date or occurs during your trip.

Before incurring any expenses, you must contact your travel insurance assistance service. The contact information is indicated on your SSQ Insurance card and in your Customer Centre.

For those covered by CanAssistance, contact CanAssistance.

For those covered by AXA Assistance, contact AXA.