Coronavirus (COVID-19)

Updated: April 2, 2020 at 4:14 p.m.

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What measures has SSQ Insurance taken?

The pandemic for some may have an negative impact on their finances. How is SSQ Insurance proposing to help its customers?

We understand that the pandemic may have financial consequences for some of our customers.

If this is the case for you, payment arrangements may be available. Our teams will assess each situation on a case-by-case basis. Please contact our customer service.

How can I be vigilant about fraud and phishing?

Unfortunately, cases of fraud, identity theft and phishing are on the rise with the COVID-19 pandemic.

SSQ Insurance may email or telephone you. However, we will never ask for personal information such as your contact details, date of birth or policy number.

If you receive an email, text message or phone call from SSQ Insurance that you think is suspicious, here are some tips to keep in mind: 

  • Check the mesage’s origin. Pay attention to logo, colours and information on the sender.
  • Never provide personal information if you have any doubts about the sender.
  • Don’t open or downolad enclosed or appended documents in a message from unknown sources or that you weren’t expecting.

For more information, see our 8 identity theft protection tips.

Are SSQ Insurance’s offices closed?

Yes, our offices are now closed and measures taken to minimize access to our premises.

However, our services are maintained and all your claims will be processed as quickly as possible. To avoid long phone wait times, use the Customer Centre. It may be accessed on our website and our mobile app.

Our tenants have access to our buildings and are urged to follow the rules of hygiene recommended by the public authorities.

What measures has SSQ Insurance taken to ensure the safety of its customers and staff?

We are maintaining our services and therefore have taken measures to protect our customers and employees, and we are following the recommendations issued by the public authorities to the letter.

These measures include the following:

  • Closure of reception desks at our offices
  • Telework for the majority of our employees
  • Simplified procedure for disability claims related to COVID-19
  • Free virtual medical assistance tool that provides information on how to prevent the spread of COVID-19.
Will my personal information be protected as my claim is being processed?

Protection of the personal information of our members and customers is a priority at SSQ Insurance. We implemented stringent security measures to protect personal information, even when working with a third party (e.g., travel assistance service, Compensation Fund, etc.)

Rest assured that your personal information will be processed carefully and as per best practices, regardless of when and why you contact us.

Will my personal information be protected as my claim is being processed?

Protection of the personal information of our members and customers is a priority at SSQ Insurance. We implemented stringent security measures to protect personal information, even when working with a third party (e.g., travel assistance service, Compensation Fund, etc.)

Rest assured that your personal information will be processed carefully and as per best practices, regardless of when and why you contact us.

What measures should I take for my medications and prescriptions?

Here are safety tips concerning your visits to the pharmacy:

  • Don’t go to the pharmacy if you have COVID-19 related symptoms (fever, cough, difficulty breathing), if you have been exposed or if you are at risk (for example, if you are returning from a trip or have been in recent contact with a traveller).
  • Use your pharmacy’s delivery service if they have one.
  • If you have several prescriptions to renew, ask your pharmacy if they can prepare them all at once and this way avoid multiple trips to the pharmacy.
  • Ask your doctor if it’s possible to send new prescriptions to your pharmacy by email or fax. This way you won’t have to spend as much time waiting at the pharmacy if they are prepared in advance.
  • Follow the recommendations of the public health authorities.
Is the quantity of medications I can renew different?

It’s your pharmacist who decides on the quantities and how often you can replenish supplies of your medications and healthcare products. Their decision is on a case-by-case basis and their professional judgment.

SSQ Insurance will collaborate with pharmacists and give them the leeway necessary to manage their inventories and your drug claims.

My doctor’s appointment has been cancelled/postponed and the prior authorization for one of my prescription drugs expires soon. What should I do?

All the prior authorizations for your prescription drugs that have an expiry date after March 1, 2020, have been extended until September 1, 2020.

If you have to request a prior authorization for a prescription drug, it will be processed the same way.

* Certain specific exceptions apply (e.g., treatments with a fixed duration)

If you booked a trip after March 13, trip cancellation and medical expenses will not be reimbursed. This will apply for as long as the travel advisory is in effect, even if the advisory moves from worldwide to regional.

Take note that, regardless of the situation, insureds who are considered essential travellers, such as truckers, remain covered by their insurance policy.