La Survivance Voyage

CORONAVIRUS (COVID-19)

Updated: July 17, 2020 12:00 PM EDT


Dear Insured,

The COVID-19 situation is constantly evolving and we understand that you could have questions about your coverage and the benefits of your travel insurance. We invite you to read the following answers to your frequently asked questions. Thank you for taking the time to read this carefully before contacting us. We are receiving an abnormal amount of request of all sorts. Your collaboration and understanding are much appreciated.

If you are on a trip and require medical assistance, we remind you that you must call Emergency Assistance prior to any consultation. The numbers are available on your wallet cards.

Our approach is to stay true to our policy wording.

MEDICAL INSURANCE:

Are you thinking about travelling this fall and are wondering when our sales will re-open, as well as if COVID-19 will be covered?
Sales are still temporarily closed, due to the advisory to avoid all non-essential travel, and the Government of Canada has also announced that borders will remain closed until August 21. Hence, sales will remain closed until then, at least. We have been evaluating a variety of options that would allow us to reopen sales in early fall, at the latest. We continue to monitor the situation carefully and hope to provide a reassuring solution that will be adapted to today’s reality. Just like you, we look forward to the situation coming back to normal but prefer to play safe for now, and be consistent with the Government’s recommendation to stay home. We will keep you updated as soon as possible.

Respect travel advisories issued by the Canadian Government.
The Government of Canada issued a travel advisory to “avoid non-essential travel outside of Canada until further notice”. On March 22nd, the Government of Canada also modified the advisories for all destinations to “avoid non-essential travel”. If you are on a trip, your coverage is limited. Also, the Canadian Government formally advises all Canadians abroad to return to Canada and has been doing so since March 14th.

We suggest you read the Travel Advice and Advisories (https://travel.gc.ca/travelling/advisories) to be aware of the most recent information about your destination.

What must you do if you are currently on a trip?
Since March 14th, the Canadian Government has been recommending that you come back to Canada as soon as possible. You must take all the necessary measures to guarantee your return home as soon as possible, prior to the expiry date of your policy. Although we recommend you to come back as well, we will honour our protection, should you decide to return on your scheduled return date. However, due to the Government of Canada’s advisories to “avoid all non-essential travel” or to “avoid all travel” for all destinations (since March 22nd), your coverage is limited for reasons related to the advisory.

Following the Government of Canada’s recommendation to come back to Canada, all requests for extensions will be declined. Again, as advised by the Canadian government, we strongly recommend that you come back as soon as possible, prior to the expiry date of your policy.

If I decide to stay at destination, will I be covered if I get sick from the COVID-19?
Since March 22nd, the Government of Canada (https://travel.gc.ca/travelling/advisories) advises to “avoid all non-essential travel” or to “avoid all travel” for all destinations. Your coverage is limited for reasons related to the advisory. Consequently, your policy provides an exclusion for anything related directly or indirectly to COVID-19:

Benefits are not payable under this policy if losses sustained or expenses incurred are the direct or indirect result of any of the following:
19. Any Medical Condition or death arising from:
g) Exposure to a situation related to a travel warning issued by Foreign Affairs and International Trade Canada (www.travel.gc.ca) while travelling in a country, specific region or city identified in the warning. It is Your responsibility to verify the status of Your destinations; the Insurer reserves the right to deny any coverage and/or claim.

Will I get a refund if I come back earlier than planned?
If you come back earlier than planned you could be eligible for an Early Return benefit (as long as you have no other claim on this policy). Certain conditions apply. Refer to section XI. Premium refunds of your policy or speak with your broker for more details. Please send all requests by mail or email, making sure to include all of the necessary documents or your request for a refund will be returned to you.

What about upcoming trips?
Take note that due to the general advisory to avoid all non-essential travel, all sales have been suspended temporarily. If you have bought a policy already and decide to travel (which we advise against) regardless of the advisory to avoid all non-essential travel, there will be no coverage for claims or costs related directly or indirectly to COVID-19. Otherwise, should you decide to cancel your trip, your premium will be reimbursed in full (just as we would do for any cancellation made prior to the departure date).

TRIP CANCELLATION AND INTERRUPTION INSURANCE:

To obtain benefits for the cancellation or interruption of your trip, you must have “Trip Cancellation and Interruption Insurance”.
Our policy provides benefits in the event that an advisory to avoid all non-essential travel has been issued for your destination after the purchase of your insurance, that it is in force on your scheduled trip, that all other conditions outlined in the policy are respected, and that no exclusion from the police applies. We have no information as to how long this advisory will be in force. It is your responsibility to make the most appropriate decisions, depending on your trip and the impacts of this evolving situation. Please read the following information carefully, or read the Claims section of our website for more details.

If you dealt with a travel agent or travel agency licenced in Quebec:
If you bought services (lodging, flight, cruise, all-inclusive package, excursions, etc.) from a travel agent or travel agency licenced in the province of Quebec, you benefit from the Compensation Fund for Customers of Travel Agents (CFCTA) (as probably written on your invoice) and your claim must be submitted to the CFCTA prior to being submitted to us. As per the Exclusions of the policy:

EXCLUSIONS
Benefits are not payable under this policy if losses sustained or expenses incurred are the direct or indirect result of any of the following:

14. Losses recovered or which are recoverable from any other source.

What if your cruise or flight has been cancelled by the cruise line or airline?
The first thing to do is to contact your travel agent, the cruise line or the airline. Many service providers are offering credits or have modified their procedures following the spread of the COVID-19. If you have been offered a credit or refund, we will consider that you have been compensated and, therefore, cannot estimate that you have incurred insurable losses. See the Covered Benefits section in your policy for details:

D. COVERED BENEFITS
When You incur losses following one of the insured risks described previously, the Insurer will reimburse: Trip Cancellation Benefits (prior to date and time of departure)

However, you could be eligible for a full refund of the premium paid (individual policies). Send an email to claims@tourmed.ca for more information.

Also, if your travel arrangements were paid for with a credit card, you could ask a chargeback for “services not rendered”. Contact your issuing company for details.

What if your departure date is scheduled in a few weeks/months from now?
We are currently treating cancellation requests for trips that were to occur between mid-March and present, and requests for trips that were interrupted due to COVID-19.

For trips with upcoming departure dates, it is your responsibility to make the most appropriate decisions, depending on your trip and the impacts of this evolving situation. We have no information as to how long the advisory will be in place. However, take note that the advisory must be in place 72 hours prior to your scheduled departure date for your claim to be submitted to the Compensation Fund for Customers of Travel Agents (CFCTA), if applicable.

Can you purchase Trip Cancellation and Interruption Insurance for a cruise or trip planned in a few months? Will you be covered should you need to cancel due to the COVID-19?
Due to the Government of Canada’s advisory to avoid all non-essential travel until further notice, all sales have been suspended temporarily.

For any other questions, please speak with your broker or send us an email to info@tourmed.ca. We will answer it as soon as we can.