My trip is more than a month away, what should I do?
The government issued two advisories on March 13, 2020: Level 3 Notice - Avoid all non-essential travel and Level 4 Notice - Avoid all travel outside of Canada. If you purchased your trip before the travel advisory and the advisory is still in effect when you are due to leave, you can submit a claim.
We recommend that you follow the government advisories. If you still decide to leave, you will not be covered for trip interruption or emergency medical treatment. Information about the care, situation, and cost of these coverages can be found in your insurance certificate.
Consult the COVID-19 notices for your destination on the government's travel advisory webpage.
What does the trip cancellation and interruption insurance cover?
It covers certain expenses related to trip cancellation or interruption that you paid with your credit card, such as unused and non-refundable travel expenses, transportation schedule change fees, or certain living expenses. Information concerning which expenses are covered can be found in your insurance certificate.
If you have to interrupt, postpone, cancel or extend your trip, you must refer to a list of predetermined reasons. This list includes the Government of Canada's recommendation not to travel to your planned destination. For more information, refer to your Certificate of Insurance > section Trip Cancellation and Interruption > Covered Causes for Cancellation and Interruption: Mastercard Platinum, Mastercard World, Mastercard World Elite.
How do I make a claim?
Complete the claims form on the CanAssistance website. Be as specific as possible. If you send the completed form by mail, include the supporting documents in the envelope. If you send it by email, include all the relevant information. All this information will help us assess and process your request.
If the Insurer accepts the claim, it will pay, at the latest within 60 days of receipt of all the documents requested by the Insurer. If the request is refused, a notice will be sent within the same period. If you have questions about the response you receive, call CanAssistance at 1-888-235-2645 or 514-286-8345.
If you have individual travel insurance, you can also make a claim with:
To check, contact:
Which documents must I provide to make a claim?
Here are some examples:
If my claim is accepted, how will I receive my reimbursement?
Accepted claims will be paid via cheque.
How can I submit a claim?
If I contract COVID-19 and have to be away from work, will I be covered by my loan’s disability insurance if I can’t make my payments?
If you’re unable to perform your usual duties at work because of your illness, your disability insurance may be admissible.
Note that a 60-day waiting period applies at all times, as does the exclusion of pre-existing conditions. For more details, consult your insurance policy.
If I contract COVID-19, will I be covered by critical illness insurance for my loan?
No, you’re not covered. Critical illness insurance covers you when diagnosed with a critical illness such as stroke, heart attack, or cancer.
I’m self-employed and had to temporarily close my business due to COVID-19. Am I eligible for disability insurance to cover my loan?
Disability insurance covers a situation where you would be unable to perform your usual duties at work because of illness. In this case, your claim would not be admissible because job loss is not an illness.
Consult this page for more information on the available measures we’re offering.