Coronavirus (COVID‑19)

Information for Insureds Travel Insurance

Updated: June 29, 2020 at 1:55 p.m.

FAQ menu

I’m leaving on a trip

How can I cancel my trip scheduled within the next 30 days and be reimbursed?

We are currently processing all trip cancellation claims for trips that are scheduled to take place in the next 30 days.

If this applies to you, proceed as follows:

Contact the first payers first, i.e., travel provider, airline or from whom you purchased your trip for reimbursement, if applicable.

For Quebec residents only

If you booked your trip through a travel agency, you must first request reimbursement from the Compensation Fund for Customers of Travel Agents.

Then, contact your travel insurance assistance service. It is provided on your insurance card and in the Customer Centre.

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

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

What documents must I send you for a trip cancellation claim?
  • Claim form, completed and signed
  • Proof of the trip’s cancellation from the 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 statement or bank account for instance)
  • Plane tickets (if applicable)
  • Copy of the decision of the Office de protection du consommateur (if applicable)

Direct deposit reimbursement form, completed and signed (if applicable)

What happens if the travel provider or airline only offers a travel credit as reimbursement and I refuse it?

SSQ Insurance considers a travel credit equal to a reimbursement. If the trip cancellation and interruption insurance is included in your contract, we will deduct the travel credit (regardless of whether you accepted or refused it) from your claim. If the travel credit is equal to the total amount of the trip, SSQ Insurance will not issue a reimbursement.

For which destinations can I cancel my trip?

Given that the Canadian government issued a non-essential trip travel advisory for all trips taken outside Canada, trip cancellation insurance covers all destinations from the time the advisory was issued.

To cancel a trip, you must have trip cancellation and interruption insurance and the two following conditions must be met:

  • You must have booked your trip before the date on which a non-essential travel advisory was issued by the Canadian government for your destination.
  • Your trip must take place in the period during which the government travel advisory is in effect.
Can I cancel my cruise?

If you want to cancel your cruise, you must have trip cancellation and interruption insurance and the two following conditions must be met:

  • You must have booked your cruise before the Canadian government issued a travel advisory for all cruises on March 10, 2020.
  • Your cruise must take place in the period during which the government’s travel advisory is in effect.
Can my airline reimburse my plane tickets?

Yes, most airlines reimburse plane tickets when flights are cancelled.

Am I covered if I decide to travel outside Canada?

No, you are not covered. Your travel insurance will not reimburse you for a destination or a cruise for which the Canadian government issued a travel advisory, for all medical and emergency medical expenses. whether you are sick as a result of COVID-19, other causes or an accident.

If you are covered by your contract despite the COVID-19 pandemic

For all departures since April 6, 2020, SSQ Insurance will no longer consider COVID-19 as a sudden and unexpected illness with respect to eligible travel insurance expenses.

Therefore, your travel insurance coverage will not cover any expenses associated with COVID-19 because it is considered predictable and expected disease.

If you travel to another province in Canada

You are now covered for all medical and emergency medical expenses, whether you are ill as a result of COVID-19, other causes or an accident. Refer to your contract as some exceptions may apply.

Can I cancel my trip to another province in Canada because of COVID-19?

No, you can no longer cancel your trip in Canada because of COVID-19 as there is no travel advisory for other Canadian provinces.

If you booked a trip after March 13, you are not covered by your travel insurance (trip cancellation and medical expenses). This will apply for as long as the government recommends avoiding all non-essential trips.

If you are covered by your contract despite the COVID-19 pandemic

For all departures since April 6, 2020, SSQ Insurance will no longer consider COVID-19 as a sudden and unexpected illness with respect to eligible travel insurance expenses.