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What CAA Members need to know about COVID-19.

Last Updated: December 24, 2020

Travel insurance.

COVID-19 continues to cause concern among travellers and the general public.

This is an evolving situation and your safety continues to be of utmost importance to us.

Important information to consider:

  • While there has been significant progress made in the development and rollout of a COVID-19 vaccine, the virus continues to spread in many parts of the world, and the broader benefits of the vaccine are still many months away.
  • As cases of COVID-19 increase in many destinations, it is increasingly difficult for Canadians to secure access to necessary medical care. If a destination experiences a significant increase in COVID cases, local governments can prioritize citizens over tourists, should health services become strained, leaving Canadian travellers without the necessary support in a time of need regardless of one’s insurance coverage.
  • There is an increased challenge repatriating travellers back to a Canadian hospital – particularly as ICU facilities at home are increasingly strained.
  • Air Ambulance companies are expressing concerns transporting active COVID cases back to their home province.
  • Due to the pandemic, many Canadian consular services are limited globally. As a result, the ability for Canadians to reach Embassy staff should an issue arise may be limited. The Canadian government has already advised that there will be no further repatriation flights should a traveller wish to return or they are no longer safe at their destination.
  • Some of the COVID coverage options being promoted as available in the market may be insufficient, and travellers should be prepared to absorb any expenses above the coverage maximums.
  • Concerns around the availability of care at a destination applies to any ailment, including but not limited to COVID-19.
  • Global Affairs Canada has advised all travellers to avoid non-essential travel outside of Canada until further notice. Canadians abroad have been urged to return as soon as possible. Travel advice and advisories are updated regularly.
  • Many countries have put in place travel or border restrictions and other measures such as movement restrictions and quarantines.
  • Airlines have cancelled flights and new restrictions may be imposed with little warning.
  • Travel supply companies have advised us that paperwork related to refunds may take time to be issued. We require the paperwork from your travel supply companies to review a claim.

We are experiencing a very high volume of inquiries related to the impacts of COVID-19. We ask for your understanding and patience. We are currently focusing on those who are currently travelling and require medical treatment, as well as those who are travelling within the next 30 days. We have compiled some of the most commonly asked questions below to help serve you better.

For COVID-19 related trip cancellation and interruption claims:

Step 1: Contact your travel supplier immediately to cancel your travel plans.

Step 2: Have your travel supplier send confirmation that the travel plans were cancelled, including cancellation and refund policy.

Step 3: To initiate a claim, visit CAA Assistance.

FAQ.

Yes, you can purchase travel insurance for future travel. Please note that any COVID-19 related claims will not be eligible for coverage, if the policy is issued and the departure date is after the Global Travel Advisory, or while the travel advisory continues to be in place.
Yes, you can continue to purchase travel insurance for future travel. Please note that any COVID-19 related claims will not be eligible for coverage, if the policy is issued and the departure date is after the Global Travel Advisory or while the travel advisory continues to be in place.

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.

Yes, you can purchase an extension/Top Up to the original policy while at destination, as long as no claims have been made. As this is a change to the coverage period AFTER the Global Affairs Canada travel advisory was issued, there would be no coverage for the COVID-19 related expenses. 
You will need to contact your travel insurance professional and discuss the situation directly with them.

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/

If the trip cancellation policy was purchased prior to the date of the Global Affairs Canada travel advisory, only the penalty amount that was in place up to that date would be protected.
The Global Affairs Advisory states to avoid non-essential travel outside of Canada until further notice and does not apply to travel within Canada.
Travellers who have a Trip Cancellation and Interruption policy are eligible to submit a claim related to expenses to return to Canada earlier or later than expected. You are eligible for Trip Interruption coverage if you departed before the advisory was in effect and had to interrupt the trip due to the advisory. You can submit a claim online.

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.