What CAA Members need to know about COVID-19.

If you purchased a MEDICAL INSURANCE plan: 
Yes, you can receive a full or partial refund; as per policy terms and conditions, provided no claims have been made.

If departure from Canada was PRIOR to the Global Affairs Canada travel advisory, medical insurance would not be impacted by the advisory.

If departure was AFTER the Global Affairs Canada travel advisory, medical expenses unrelated to the travel advisory (COVID-19) would be eligible for coverage according to the terms and conditions of the policy. COVID-19 related claims would not be covered.

Please note, if your policy is set to expire, you will need to speak with your travel insurance professional as an extension or top up coverage may not offer coverage for COVID-19 related expenses.

Travellers are eligible to submit a claim for pre-paid, non-refundable amounts if coverage was purchased prior to the Global Affairs Canada travel advisory. We encourage travellers to accept any voucher or future travel credit, as CAA Travel Insurance is extending coverage to the voucher / future travel credit. Travel vouchers/credits for future travel offered by travel suppliers are considered refunds.

Upon receipt of voucher/travel credit from the travel provider, CAA's Trip Cancellation and Interruption Insurance will provide coverage for this future travel voucher/credits (covering only the original sum insured) until you re-book the trip. If the voucher/credit is not redeemed, a trip cancellation claim may be submitted for the value of the voucher/credit.

Follow these steps:

Step 1: Contact your travel provider to cancel your trip.

Step 2: Have your travel provider send confirmation of their cancellation/refund policy and/or voucher/credits details that have been issued.

Step 3: Open a claim by visiting: https://claims.acmtravel.ca/accounts/login/

Extension to Single Trip/Top Up: Yes, you can purchase an extension to the original policy while at destination, and no claims have been made. As this is a change to the coverage period after the March 13th Global Affairs Canada travel advisory there would be no coverage for any COVID-19 related expenses. Please contact your travel insurance professional to add a Top Up to your original policy.

New Top Up: Yes, you can purchase a Top Up, however, as it is a new policy, and purchased after the Global Affairs Canada travel advisory of March 13th there would be no coverage for any COVID -19 related expenses.

Due to the Global Affairs Travel Advisory being issued, CAA Travel Insurance is experiencing an unprecedented increase in claims volume. Our claims assistance is doing everything it can to process claims as quickly as possible, including reaching out to travellers if there is missing information in the claim submission, and contacting travel suppliers to obtain missing documentation or confirm credit/voucher status. We apologize for any delays and thank you for your patience.

The online portal is the fastest way to access updates on the status of your claim. Even if your claim was not submitted online, you can use your case number to check for updates on the portal (https:\\Claims.ACMTravel.ca), or by calling our claim assistance at 1-888-493-0161.

To avoid delays, it is important to ensure claims are submitted with all necessary supporting documentation. The following items are required to support a claim:

• Original and cancellation invoice/itinerary from travel provider showing changes in travel arrangement: Original travel itinerary shows details of trip booked with a travel provider. New itinerary shows changes/differences in trip details.
• Proof of payment/purchase of travel arrangements in full or in part: Receipt/invoice from the travel provider showing trip is paid full - same day or after completing payment by instalments. Or for a trip partially paid, showing the amount paid to date, or to date of the cancellation. Credit card statement (print or electronic) listing the name of travel provider and the cost of trip.
• Proof of cancellation from the travel supplier (e.g. airline, hotel, etc.): A printed or electronic confirmation of trip cancellation and a copy of the travel supplier’s cancellation policy with penalties, which has been provided by the travel supplier.
• Proof of any refund: Print/electronic communication showing a refund of any amount, in credit (future travel voucher) or cash, from the travel provider.
• Proof that voucher/travel credits are voided (where applicable): Upon approval that claim is eligible to be paid IF vouchers are cancelled, our claim assistance will require print or electronic proof from the travel provider showing that a future travel voucher/travel credit were declined and is cancelled/voided.
• Proof of the cause of the claim: Evidence for the claim, including a medical report, police report, death certificate or court document. If the cause of claim is because of the COVID-19 pandemic/Global Affairs Canada travel advisory, state this in a written document and include with claim.

Exclusive to the CAA Multi-Trip and Vacation Package Annual Plans, we’ve now introduced Virtual Emergency Medical Assistance*, an in-province benefit that provides you with easier access to emergency medical assistance with a licensed Canadian doctor via phone or video conference. The service will help you avoid long wait times and reduce exposure to other medical facilities or hospitals while keeping you safe in Ontario, even at home. To access this new benefit, contact CAA Assistance at 1-888-493-0161.