Coronavirus (COVID‑19)

Information for Insureds Travel Insurance

Updated: October 1, 2020 at 4:00 p.m.

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I am leaving on a trip

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.

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

As of 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. The insurance policies stipulate that 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 4 travel health notices for travel destinations as follows:

  • Level 1 - Practise usual precautions
  • Level 2 - Practise special precautions
  • Level 3 - Avoid all non-essential travel
  • Level 4 - Avoid all travel
I’m planning a cruise. Am I covered for emergency medical expenses including those related to COVID-19 (travel assistance)?

You are not covered for emergency medical expenses, including those related to COVID-19 (travel assistance), incurred during a cruise. This applies to all cruises for as long as the Government of Canada maintains its Level 4 travel health notice to avoid all travel aboard cruise ships.

What type of situation does trip cancellation insurance cover?

As of 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 - Practise usual precautions
  • Level 2 - Practise special precautions
  • Level 3 - Avoid all non-essential travel
  • Level 4 - Avoid all travel
How can I request a reimbursement in the event of a trip cancellation due to a travel health notice issued by the Government of Canada?

For any trip cancellation prior to departure due to a Government of Canada travel health notice, you must contact SSQ’s travel assistance service for instructions 72 hours before the scheduled departure date.

In addition, if you have purchased your trip through a travel agent and you have to cancel it because of a travel health notice issued by the Government of Canada, you must contact SSQ’s travel assistance service for instructions 72 hours before your deposit becomes payable to your travel agent.

Contact information for your travel insurance assistance service is provided on your SSQ Insurance card and in your Customer Centre.

You already submitted a claim to the Compensation Fund for Customers of Travel Agents (CFCTA) (Quebec only)?

If your cancellation is related to the COVID-19 pandemic, you must exceptionally re-submit your claim to your travel insurance assistance service.

Please note that claims may take up to 3 months to process.

Am I covered if I have a trip planned to another province in Canada?

Yes, you are covered for emergency medical expenses, whether you are ill as a result of COVID-19, or due to other causes or an accident. Refer to your policy as some exceptions may apply.

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)
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.

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.
  • You must have booked your cruise before March 10, 2020, when the Government of Canada issued a travel notice to avoid all travel aboard cruise ships.
  • Your cruise must take place during the time that the government’s notice to avoid all travel aboard cruise ships is in effect.
Can I cancel my trip to another province in Canada because of COVID-19 and obtain a reimbursement?

No, it isn’t currently possible to cancel your travel to other provinces due to COVID-19 and obtain a reimbursement because there are currently no travel health notices issued by the Government of Canada to avoid travel to Canadian provinces other than one’s province of residence.

However, if you have COVID-19, it may be the reason for cancelling your trip under your contract.