Travel circumstances are rapidly changing due to the Omicron variant. To slow the spread, on December 15, 2021, the Government of Canada reinstated the travel advisory for all Canadians to avoid all non-essential travel outside of Canada. As a result of this change, our insureds have several questions regarding their upcoming trips. We have provided the following answers to the top questions listed below.
1. Am I covered if I contract COVID-19 (or other illnesses) during my trip?
THE ANSWER IS YES: for all travel destinations for which the Government of Canada has issued a travel advisory level 3 (avoid all non-essential travel) or below. All emergency medical expenses, including those related to COVID-19, are covered.
THE ANSWER IS NO: for all travel destinations for which the Government of Canada has issued a travel advisory level 4 (avoid all travel).
2. How can I get a refund for a trip cancelled due to the Government of Canada's decision to change an advisory level?
If you purchased a trip between October 21, 2021 and December 14, 2021, you are eligible to cancel your trip and request a refund. Please note only requests with an expected departure date prior to January 12, 2022 will be processed at this time.
STEP 1: Contact your primary payer first, that is, your travel service provider (eg. airline, travel agency, etc.).*
*EXCEPTION: Residents of Quebec having purchased their trip through a travel agency can contact the Compensation Fund for Customers of Travel Agents (CFCTA) to request their refund.
STEP 2: Then contact your travel insurance assistance service, listed on the back of your SSQ Insurance card or on the Customer centre. Insureds covered by CanAssistance can fill out the CanAssistance form.
If you have received a travel credit, this is considered as a refund and the amount will be deducted from your claim. If the travel credit equals the total amount, no further refunds will be provided by SSQ.
If you know someone who is a group insurance plan participant but is not on the ACR’s mailing list, please ask them to visit the website and register, because it is important for us to be able to reach as many people as possible.
The link to the website is here: Registration on the list of ACR subscribers
Since October 1, 2020, the following situations apply before your departure if your insurance includes trip cancellation coverage:
If the Government of Canada's travel health notice for your travel destination changes from Level 1 or 2 at the time of purchase to Level 3* before your departure, then it is possible to cancel your trip. Il you decide to travel, you will still be covered for travel assistance (emergency medical expenses including COVID-19) for as long as the Government of Canada's travel health notice level does not change to Level 4*.
If the Government of canada's travel health notice for your travel destination changes form Level 1, 2 or 3 at the time of purchase to Level 4* before your departure, then it is possible and recommended that you cancel your trip. If you do not, you will not be covered for travel assistance.
*The Government of Canada issues 4 travel health notices for travel destinations as follows:
- Level 1 - Practise usual precautions
- Level 2 - Practise special precautions
- Level 3 - Avoid all non-essential travel
- Level 4 - Avoid all travel
Government of Canada: Travel health notices
Am I covered if I have a trip planned to another province in Canada?
Yes, you are covered for emergency medical expenses, whether you are ill as a result of COVID-19, or due to other causes or an accident. Refer to your policy as some exceptons may apply.
Can I cancel my trip to another province in Canada because of COVID-19 and obtain a reimbursement?
No, it isn't currently possible to cancel your travel to other provinces due to COVID-19 and obtain a reimbursement because there are currently no travel health notices issued by the Government of Canada to avoid travel to Canadian provinces other than one's province of residence.
However, if you have COVID-19, it may be the reason for cancelling your trip under your contract.
The ACR does not keep a contact information database for insurance participants. SSQ Insurance sends out all documentation concerning your insurance plan by regular mail. Consequently, you must notify the insurer, and not the ACR, if you change your address.
You can easily contact the insurer via the Customer Centre on the SSQ website, or by calling 1 888 651-8181 (toll-free).
To be eligible for reimbursement, some very expensive drugs and those that have a risk of inappropriate use must have prior authorization from SSQ Insurance. To obtain such authorization, you must have a prior authorization form completed by your attending physician and submited to SSQ Insurance for analysis. Frequently asked questions
SSQ Insurance has put several tools at your disposal:
- When you login to your ACCESS | Plan Members account, click on Health Care/Access to Health Care Services on the main menu.
- Contact SSQ Insurance Customer Services by calling 1-877-651-8080 or by sending an email to Clientele@ssq.ca.
- When your claim is submitted online at the pharmacy
The circumstances surrounding COVID-19 are causing delays in the processing of paper documents : Information
The ACR would like to obtain the e-mail addresses of insurance participants in order to send out communications by e-mail.
A newsletter will be published in the near future, and we would be delighted to count you among the subscribers.
This guide is designed to enable Quebecers to make the best possible decisions to protect their health and the health of their loved ones during the COVID-19 pandemic: Self-care Guide - COVID-19
If you have questions about the coronavirus and your travel insurance options? Find the answers in our Frequently Asked Questions! : Coronavirus FAQ
Are you worried about the coronavirus pandemic? Information page: Psychological assistance over the phone
If you use SSQ’s mobile application for certain types of claim, you will receive your reimbursement within 48 hours.
However, you must be registered for SSQ’s Customer Centre, and for the direct deposit service.
If you would like additional information, please contact SSQ’s Customer Service Department by calling 1 888 651-8181.