Important Amex Travel Insurance Coverage Information Related to Coronavirus from RSA

March 13, 2020

 

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Notice to Customers: Wait Times & Service Challenges

Due to the COVID-19 pandemic, the number of reported travel claims in 2020 has tripled compared to previous years. As a result, customers can expect to wait approximately 8-12 weeks for their claim to be processed. Please note that incomplete claim submissions will delay the processing time of your claim.

For customers that have yet to report a claim, claims can be started online. The claims portal can also be used to check the status of travel claims which have already been submitted.

For all other credit card (non-travel) related claims, please make a claim online using Claims Point®.

Thank you for your patience during this challenging time.

 

Browse our COVID-19 FAQs for quick answers to your questions

 

Coronavirus (COVID-19) has been top-of-mind for Canadians as it has spread globally. The Canadian Government has issued several travel advisories and warnings as the number of cases continue to rise around the world. On March 11, 2020, the World Health Organization declared Coronavirus as a global pandemic. On March 13, 2020, the Government of Canada announced a formal travel advisory limiting all non-essential travel outside of Canada.

 

The safety and well-being of our customers is our top priority and we continue to monitor the impact of Coronavirus closely. We are regularly reviewing our current coverages to determine how they are impacted by this evolving situation and are implementing plans to ensure we can support our customers to the standard that they expect.

 

Trip Cancellation and Trip Interruption Insurance Coverage

 

Travel insurance is designed to cover losses arising from sudden and unforeseeable circumstances. Any claims resulting from events that are known to a policyholder when purchasing insurance are not covered.

 

A customer who booked a trip outside of Canada whose policy includes Trip Cancellation and Trip Interruption coverage may be covered if the trip was booked before any formal travel advisory against the destination country/region/city had been issued by the Government of Canada. Booking travel plans to a destination after it has received an advisory of “Avoid all travel” or “Avoid non-essential travel” can impact the travel insurance coverage.

 

On March 13, 2020 the Government of Canada announced a formal travel advisory limiting all non-essential travel outside of Canada until further notice. Trip Cancellation and Trip Interruption insurance provided by the RSA Canada group of companies (including Royal Sun & Alliance Insurance Company of Canada, Johnson Inc., and RSA Travel Inc.) is subject to the following restrictions:

 

  • Trip Cancellation and Trip Interruption does not extend to any travel booking made on or after a travel advisory is issued;
  • For customers that departed on a trip before a formal travel advisory is issued, trip interruption coverage is limited to a period of 10 days from the date of the travel advisory; and
  • Trips booked after a destination or cruise receives a formal travel advisory are not covered for trip cancellation or interruption.

 

Out of Country Emergency Medical Insurance Coverage

 

For Out of Country Medical Insurance, a travel advisory of “Avoid all travel” or “Avoid non-essential travel” will impact insurance coverage.

 

  • Out of country emergency medical coverage is not available if a formal travel advisory is issued before your departure;
  • Customers who book future travel to a location which is currently under a relevant travel advisory (including cruises) will not have medical coverage in these locations if the advisory is still in effect at the time of travel;
  • If a travel advisory is issued after departure, medical coverage for that location is limited to a period of 10 days from the date of the travel advisory or formal notice was issued, or to a period that is reasonably necessary for you to safely evacuate the country, region or area.
  • Because of the advisory to “Avoid all cruise ship travel,” beginning March 9, 2020, customers who depart on a cruise after this date will not have out of country medical coverage.

 

Please visit the Government of Canada's Travel Advice and Advisories page for the most up-to-date information.

 

 

 

Coronavirus (COVID-19) – Frequently Asked Questions

I am travelling to Florida on March 20th, can I use Trip Cancellation now?

Yes, as long as you booked your trip before the March 13th Government of Canada global travel advisory you are eligible for Trip Cancellation coverage.

Trips booked/Certificate of Insurance purchased prior to a formal travel advisory being issued:

As of March 13th, the Government of Canada issued an Official Global Travel Advisory, advising Canadians to avoid non-essential travel outside of Canada until further notice. This advisory applies to all international locations, including the USA. We encourage our customers to check their travel insurance Certificate of Insurance to see if Trip Cancellation benefits are included.

Travel insurance Certificates of Insurance instruct you to notify us of your claim on the day that the cause (insured risk) of cancellation, interruption or delay of trip occurs, or on the next business day. Due to the scope of this event, claims and assistance companies are experiencing an extremely high volume of calls. To alleviate this pressure, and ensure that people are not concerned that they will be penalized for not being able to get through, we are extending this period to notify us of a claim until April 30, 2020. This date may be extended as required, as this event is still changing rapidly.

How do I put in a Trip Cancellation claim?

In order to prioritize customers who are experiencing a medical emergency, if you need to open a claim for Trip Cancellation or Trip Interruption, you may open your claim online through Global Excel Management’s claim portal. You can also contact our claims partner, Global Excel Management using the phone number included in your insurance Certificate of Insurance or on your wallet card.

Due to the scope of this event, claims and assistance companies are experiencing an extremely high volume of calls. To alleviate this pressure, we are extending this period to notify us of a claim until April 30, 2020. This date will be revisited as required, as this event is still changing rapidly.

Am I covered if my trip is interrupted due to a travel advisory being issued after my departure?

If your trip is interrupted due to a travel advisory being issued after your departure, coverage would apply. Your coverage will be limited to a period of 10 days from the date the travel advisory or formal notice was issued, or to a period that is reasonably necessary for you to safely evacuate the country, region, area or cruise.

As of March 14th, Global Affairs Canada is urging Canadians to return to Canada while commercial options are still available, stating that travel plans may be severely disrupted and Canadians may be forced to remain outside of Canada longer than expected.

How does Trip Interruption work? Will you just fly me home and cover all my travel costs?

You can refer to your Certificate of Insurance for specific details on what will be covered and how to file a claim.

  • You can file a claim directly online through Global Excel Management’s claims portal.
  • You can also contact Global Excel Management using the number included in your Certificate of Insurance or on your wallet card. Please note the call centre is experiencing unprecedented call volumes and customers with medical emergencies are being prioritized.
  • You will need to provide the required information and supporting documents for your claim.
  • You may be required to complete a Claim & Authorization form which provides additional details (see Certificate of Insurance for details)

I can’t get through to Global Excel Management. Is there another way to report my claim and get support?

In order to prioritize customers who are experiencing a medical emergency, if you need to open a claim for Trip Cancellation or Trip Interruption you may also open your claim online through Global Excel Management’s claim portal.

Travel insurance policies instruct you to notify us of your claim on the day that the cause (insured risk) of cancellation, interruption or delay of trip occurs, or on the next business day. Due to the scope of this event, claims and assistance companies are experiencing an extremely high volume of calls. To alleviate this pressure, we are extending this period to notify us of a claim until April 30, 2020. This date may be extended as required, as this event is still changing rapidly.

Customers with claims for trips that commence after April 30th are asked to wait until May 1st to start their claim.

I am outside of Canada for another month, do I need to start a trip interruption claim or can I just submit receipts when I return?

As of March 13th, the Government of Canada issued an Official Global Travel Advisory, advising Canadians to avoid non-essential travel outside of Canada until further notice. This advisory applies to all international locations, including the USA. If this travel advisory or formal notice was issued after your departure date, your coverage under this Certificate of Insurance will be limited to a period of 10 days from the date the travel advisory or formal notice was issued, or to a period that is reasonably necessary for you to safely evacuate the country, region, area or cruise.

Travel insurance policies instruct you to notify us of your claim on the day that the cause (insured risk) of cancellation, interruption or delay of trip occurs, or on the next business day. Due to the scope of this event, claims and assistance companies are experiencing an extremely high volume of calls. To alleviate this pressure, we are extending this period to notify us of a claim until April 30, 2020. This date will be revisited as required, as this event is still changing rapidly.

As of March 14th, Global Affairs Canada is urging Canadians to return to Canada while commercial options are still available, stating that travel plans may be severely disrupted and Canadians may be forced to remain outside of Canada longer than expected.

We recognize that capacity within airlines or other travel suppliers may cause delays with your return. In the event of extenuating circumstances, and you are unable to get home, our customers’ health and safety are of the utmost concern. Rest assured your coverage will remain in place. With the increasing likelihood of additional border closures around the globe, we urge customers to act as quickly possible to make arrangements to return to Canada.

In order to prioritize customers who are experiencing a medical emergency, if you need to open a claim for Trip Cancellation and Interruption you may also open your claim online through Global Excel Management’s claim portal.

An advisory was issued after my departure date. How do I put in a Trip Interruption claim so I can return to Canada within the 10 day window required by my Certificate of Insurance?

You do not have to submit a Trip Cancellation or Trip Interruption claim before making travel arrangements to return to Canada. Claims can be made online through Global Excel’s claim portal.

You can also contact our claims partner, Global Excel Management using the phone number included in your Certificate of Insurance or on your wallet card.

Due to the scope of this event, claims and assistance companies are experiencing an extremely high volume of calls. To alleviate this pressure, we are extending this period to notify us of a claim until April 30, 2020. This date will be extended if required, as this event is still changing rapidly.

As of March 14th, Global Affairs Canada is urging Canadians to return to Canada while commercial options are still available, stating that travel plans may be severely disrupted and Canadians may be forced to remain outside of Canada longer than expected.

We recognize that capacity within airlines or other travel suppliers may cause delays with your return. In the event of extenuating circumstances, and you are unable to get home, our customers’ health and safety are of the utmost concern. Rest assured your coverage will remain in place. With the increasing likelihood of additional border closures around the globe, we urge customers to act as quickly possible to make arrangements to return to Canada.

I am in Arizona until April 30th. Do I need to return to Canada now?

Your coverage for emergency medical or trip interruption benefits will end as of March 23rd or as soon as is reasonable for you to safely evacuate the country, region, area or cruise.

As of March 13th, the Government of Canada issued an Official Global Travel Advisory, advising Canadians to avoid non-essential travel outside of Canada until further notice. This advisory applies to all international locations, including the USA. If this travel advisory or formal notice was issued after your departure date, your coverage under this Certificate of Insurance will be limited to a period of 10 days from the date the travel advisory or formal notice was issued, or to a period that is reasonably necessary for you to safely evacuate the country, region, area or cruise, subject to the limitations and exclusions of the Certificate of Insurance.

We understand that there will be circumstances which will prevent you being able to return home within a reasonable time and, as needed, you are able to purchase additional coverage. If your current travel insurance coverage will expire before March 23rd or when it is reasonably necessary for you to safely evacuate the country, region, area or cruise, please contact us at 1.844.200.8959 to purchase the additional days required.

As of March 14th, Global Affairs Canada is urging Canadians to return to Canada while commercial options are still available, stating that travel plans may be severely disrupted and Canadians may be forced to remain outside of Canada longer than expected.

I am in Mexico, planning to return on March 25th, 12 days after a formal travel advisory was issued for all countries. Will I have medical coverage until I return?

As of March 13th, the Government of Canada issued an Official Global Travel Advisory, advising Canadians to avoid non-essential travel outside of Canada until further notice. This advisory applies to all international locations, including the USA. If this travel advisory or formal notice was issued after your departure date, your coverage under this Certificate of Insurance will be limited to a period of 10 days from the date the travel advisory or formal notice was issued, or to a period that is reasonably necessary for you to safely evacuate the country, region, area or cruise. If the earliest reasonable date that you could return was 12 days after a formal notice was issued, your medical coverage would still apply.

I am in Australia until July 30th, will I have medical coverage until I return?

As of March 13th, the Government of Canada issued an Official Global Travel Advisory, advising Canadians to avoid non-essential travel outside of Canada until further notice. This advisory applies to all international locations, including the USA. If this travel advisory or formal notice was issued after your departure date, your coverage under this Certificate of Insurance will be limited to a period of 10 days from the date the travel advisory or formal notice was issued, or to a period that is reasonably necessary for you to safely evacuate the country, region, area or cruise.

As of March 14th, Global Affairs Canada is urging Canadians to return to Canada while commercial options are still available, stating that travel plans may be severely disrupted and Canadians may be forced to remain outside of Canada longer than expected.

I have a cruise booked and the Government of Canada is advising Canadians to avoid cruise travel due to the COVID-19. Am I covered for medical emergencies if I travel as planned?

This advisory is considered the same as any other advisory to "Avoid all travel" or "Avoid non-essential travel". There are some limitations and exclusions which are important to understand, specifically around the timing of your trip and the timing of Government of Canada Travel advisories.

Medical emergency coverage will be excluded when the Government of Canada issues a travel advisory or formal notice before your departure date, advising travelers to "Avoid all travel", "Avoid non-essential travel" or "Avoid all cruise ship travel".

If the travel advisory or formal notice is issued after your departure date, your coverage under this Certificate of Insurance will be limited to a period of 10 days from the date the travel advisory or formal notice was issued, or to a period that is reasonably necessary for you to safely evacuate the country, region, area or cruise.

If I book my trip, even though I know there is a current travel advisory in place advising Canadians not to travel to a specific area, and the advisory is later removed before my departure, can I be covered: a) for Trip Cancellation Benefits related to the expired advisory? b) for Trip Cancellation Benefits related to any other insured risk or covered reason (ex. family member passes away)?

Trips booked/Certificate of Insurance purchased after a formal travel advisory being issued:

  • No, purchasing a trip to a location which is currently under an applicable travel advisory will not be covered for Trip Cancellation as a result of the travel advisory, even if the travel advisory is later removed. The travel advisory/formal notice by the Government of Canada would have had to be issued after the purchase of your trip and prior to your departure date for Trip Cancellation Benefits related to the advisory to be available.
  • Yes, if the cancellation is due to another insured risk in the Certificate of Insurance, coverage will apply.

How does a travel advisory issued by the Government of Canada affect my coverage if I am diagnosed with the Coronavirus while travelling?

Travel insurance is designed to cover losses arising from sudden and unforeseeable circumstances. If you are diagnosed with the Coronavirus while travelling, you may have coverage. There are some limitations and exclusions which are important to understand, specifically around the timing of your trip and the timing of Government of Canada Travel advisories.

If the Government of Canada issues a travel advisory or formal notice before your departure date, advising travelers to "Avoid all travel", "Avoid non-essential travel" or "Avoid all cruise ship travel", medical emergency coverage will be excluded or limited

If the travel advisory or formal notice is issued after your departure date, your coverage under this Certificate of Insurance will be limited to a period of 10 days from the date the travel advisory or formal notice was issued, or to a period that is reasonably necessary for you to safely evacuate the country, region, area or cruise, subject to the limitations and exclusions of the Certificate of Insurance.

Am I covered for medical coverage during my trip, if I have been diagnosed with Coronavirus prior to leaving?

Exclusions for pre-existing medical conditions may apply to medical conditions and symptoms that existed before your trip. Refer to your Certificate of Insurance to determine how these exclusions affect your coverage and how they relate to your departure date.

Assuming the formal advisories are still in place, can I cancel my trip right up to the day I was planning to leave? (What is the time limit on making a Trip Cancellation claim, does it have to be now?)

Travel insurance policies instruct you to notify us of your claim on the day that the cause (insured risk) of cancellation, interruption or delay of trip occurs, or on the next business day. Due to the scope of this event, claims and assistance companies are experiencing an extremely high volume of calls. To alleviate this pressure, we are extending this period to notify us of a claim until April 30, 2020. This date may be extended as required, as this event is still changing rapidly.

In order to prioritize customers who are experiencing a medical emergency, if you need to open a claim for Trip Cancellation and Interruption you may also open your claim online through Global Excel Management’s claim portal.

If a tour operator cancelled our trip due to COVID-19 and has fully refunded our money and we are no longer travelling, can I cancel our insurance and receive a full refund?

Policies that include coverage for Trip Cancellation and Trip Interruption are typically not refundable after the effective date of coverage. Refer to your Certificate of Insurance, as some allow refunds when your travel supplier cancels your trip and waives all penalty fees.

Annual plans are not refundable after the effective date.

For single trip plans, including top-ups, extensions and supplemental plans covering emergency medical expenses only, you may be able to receive a full refund if you cancel prior to your effective date, or a partial refund may be available if you request your refund afterwards. Please refer to your Certificate of Insurance for details.

I have a cruise booked and the Government of Canada is advising Canadians to avoid cruise travel due to the COVID-19. Am I covered if I cancel my booking?

Cruises booked/Certificate of Insurance purchased prior to March 9, 2020: This advisory is considered the same as any other advisory to "Avoid all travel" or "Avoid non-essential travel". Cruises booked prior to the advisory are eligible for trip cancellation coverage – a cruise booked after the advisory is issued is not eligible. Please contact your cruise company or tour operator first to determine what refunds or credits are available.

I had to cancel my cruise and was given a credit for a trip at a later date. Can I claim under Trip Cancellation if I no longer want to take a cruise?

Trip Cancellation/Trip Interruption insurance is designed to cover losses arising from sudden and unforeseeable circumstances.

You are covered for amounts that are not reimbursed through refund, voucher or credit. Changing your mind with regards to the type of trip is not an insured risk.

I’m in England, can I put in a claim after the 10 days is over or is that too late?

You do not have to submit a Trip Cancellation or Trip Interruption claim before making travel arrangements to return to Canada. Claims can be made online through Global Excel’s claim portal.

Travel insurance policies instruct you to notify us of your claim on the day that the cause (insured risk) of cancellation, interruption or delay of trip occurs, or on the next business day. Due to the scope of this event, claims and assistance companies are experiencing an extremely high volume of calls. To alleviate this pressure, we are extending this period to notify us of a claim until April 30, 2020. This date will be extended if required, as this event is still changing rapidly.

In order to prioritize customers who are experiencing a medical emergency, if you need to open a claim for Trip Cancellation and Interruption you may also open your claim online through Global Excel Management’s claim portal.

Can I extend my trip if I would rather stay here?

The decision to travel is a personal choice but you should know that your insurance coverage is affected by the Government of Canada Official Global Travel Advisory issued on March 13th, advising Canadians to avoid non-essential travel outside of Canada until further notice. This advisory applies to all international locations, including the USA. If this travel advisory or formal notice was issued after your departure date, your coverage under this Certificate of Insurance Certificate of Insurance will be limited to a period of 10 days from the date the travel advisory or formal notice was issued, or to a period that is reasonably necessary for you to safely evacuate the country, region, area or cruise.

As of March 14th, Global Affairs Canada is urging Canadians to return to Canada while commercial options are still available, stating that travel plans may be severely disrupted and Canadians may be forced to remain outside of Canada longer than expected.

If an insured is quarantined but not hospitalized (i.e. has not contracted COVID-19), and is unable to return to their departure point on the expected return date and will reach the maximum number of days eligible for coverage for that trip, will coverage be extended?

As of March 13th, the Government of Canada issued an Official Global Travel Advisory, advising Canadians to avoid non-essential travel outside of Canada until further notice. This advisory applies to all international locations, including the USA. The insured would be covered for a maximum of 10 days from the date of the advisory or to a period that is reasonably necessary to safely evacuate that area. If they cannot reasonably return because their quarantine is not over, additional days may need to be purchased to ensure continued coverage.

 

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