Important Notice About Your Insurance & COVID-19

As the novel Coronavirus (COVID-19) outbreak continues to evolve, we're here to provide our customers with regular updates and guidance on their insurance.

How We're Here for You

Our core purpose—to safeguard customers from everyday risks—has never been stronger than in the situation we find ourselves today. This truly is an unprecedented time.  For many years we have been by your side through wildfires, storms and other catastrophes, Johnson has protected you and lent a helping hand to our communities.

To date we are proud to be able to offer our customers the following: 

AUTOmatic Rebate
Through our AUTOmatic Rebate, all car insurance customers with an active policy on May 22 will receive a 10% reduction in their car insurance premiums for the months of April, May and June.  Knowing the challenges our customers are facing whether working on the frontlines, balancing home and work, or assisting family members we value their time and have made this program simple.  No action is needed by customers, our system will automatically apply the reduction of this premium, and you will see the adjustment to your deductions starting in June. (Note: This benefit is not available for customers in Quebec, separate relief plans are in place). For further details please see our FAQs.

Flexible payment options
This is an unprecedented time where many are struggling.  Flexible payment options have been made available to help support our customers. 

Waiving of NSF fees
We recognize the financial hardships that some may be encountering.  We have been waiving Non-Sufficient Funds (NSF) fees during the COVID-19 crisis, effective April 5th, 2020. (Please note that financial institutions may still charge a separate fee for NSF). 

Adjusted premiums for changes in driving habits
If your number of kilometres driven has decreased, we may be able to reduce your auto insurance premium. The fastest and most convenient way to request the change is by completing our online form.

Coverage for use of vehicle for deliveries  
As a way to step up for our local heroes serving their communities, customers who notify us that they are temporarily using their vehicle for delivery during the pandemic (e.g. an employee of a pharmacy, restaurant, grocery store, or as part of an app-based food delivery service) will be covered under their existing policy without an impact to their car insurance premium.  

Stay at home—Stay covered 
As all Canadians are encouraged to ‘Stay at Home’, customers who are required by their employer to work from home due to the current situation with COVID-19 can rest assured that the property coverage they already have in place will not be impacted.

Branch Closures

To our customers, we are here for you as the Coronavirus (COVID-19) outbreak continues to evolve. We have made the difficult decision to temporarily close our branches to walk-in traffic until further notice. This is one way that we can do our part to promote social distancing and flatten the curve in the spread of Coronavirus. Please be assured that our service, claims and sales teams are available to support you, via phone and online. 

Help & Support

Whether it’s our 24/7 claims line or online self-service, we’re here when it matters most.  Here’s how you can get assistance with your policy: 

Manage your Car Insurance Online

  • Access policy documents, add coverage, update deductibles and review your payment and policy details online using our self-service portal.
  • Manage your auto policy now.

FAQs

Online Chat

  • Quick and convenient, ask simple questions about your policy.
  • Visit our Help and Support page to chat online now.

Claims Advice Line

  • Get advice specific to your coverage and find out the impact of making a home or auto claim.
  • Call 1-866-864-2520 to speak to a specialist.

24/7 Claims Point™ portal

  • Make a home or auto claim online, at your convenience and track its status.
  • Visit the Claims Point™ portal to make a claim online.

24/7 Claims Phone Line

  • Call any time and speak with an agent to make your claim. You can find the best number to call on our Claims page.

Travel Insurance Coverage Update 

Please see “Questions about COVID 19” at the bottom of this page for questions asked by customers currently travelling outside Canada, and also those with upcoming trips planned.

NOTE: Coverage updates apply to travel policies underwritten by RSA. QCC members should visit the SSQ website for FAQs, accurate information about their travel Insurance, and for details about how to make a claim.

On March 14, Global Affairs Canada urged Canadians to return to Canada while commercial options were still available. The Government of Canada stated travel plans may be severely disrupted and Canadians may be forced to remain outside of Canada longer than expected.

Following the Government of Canada’s formal advisory on March 13, 2020 advising all Canadians to return home, we’d like to remind you that Travel Insurance coverage for most customers ended on March 23, 2020 or ends after a period that is reasonably necessary for you to safely return home.

Customers with travel planned

  • If your trip was booked before any formal travel advisory was issued by the Government of Canada, you may have coverage for Trip Cancellation, subject to the terms and conditions of the Policy.
  • If you depart Canada after March 13, the date of the travel advisory, you will not have travel insurance coverage. We recognize that the decision to travel is a personal one. With the advisory in place, we strongly recommend that you postpone travel at this time. 
  • Please read “how to make a claim” section below for important information.

How to make a Claim

  • You can make a claim online via Global Excel's® claim portal. Click on “Notify us of a Claim” on the top right of the page. The website will guide you through the submission process.
  • Customers can also call 1-800-709-3420 though we are experiencing extremely high call volumes and long wait times, and need to prioritize members who are experiencing a medical emergency.
  • Please note that claims are supposed to be opened within 24 hours of an insured risk occurring. Due to the high volume of calls, the timeline to submit claims had previously been extended to May 15th. We are further extending this deadline, but encourage customers to initiate claims as soon as possible. 
  • If you wish to delay cancelling a future trip, you are strongly encouraged to validate the payment schedule, cancellation penalties and terms with your travel supplier.
  • Please note that your policy will only cover amounts which were non-refundable and non-transferrable when the insurable event which caused the trip to be cancelled or interrupted occurred. For many people this would be March 13th when the global travel advisory was issued. Additional payments made after this date as well as any increase in cancellation penalties will not be covered. 
  • From the time a claim is opened, there are 90 days to provide all supporting documentation. 

Customers currently outside Canada

For customers who left Canada before a travel advisory for your destination and who are trying to make arrangements to return to Canada, but were unable to do so before March 23, 2020, your coverage will continue for a period that is reasonably necessary for you to safely return home* if any of the following reasons apply:

  • There are no flights available, but you have booked the next available flight after March 23, 2020; proof of the purchased flight will be required.
  • Your current location is under quarantine or the national borders have been closed.
  • Your doctor has given medical advice not to travel; a written medical note will be required.  
  • You are experiencing another situation which makes you unable to reasonably and safely return home. These will be evaluated on a case by case basis.

*How to arrange a Coverage Extension?

You may need to purchase a coverage extension until you are able to reasonably and safely return to Canada. In order for your benefits to continue your policy can’t be expired. 

Your policy allows for an Automatic Extension of Coverage in some circumstances, and you should check your policy for specific details. This feature generally extends your coverage when:

  • If your common carrier (Air Canada, WestJet etc.) is delayed, or if your private vehicle breaks down or you have an accident on the way to your departure point, your coverage will be extended for up to an additional three days without additional charge. In this circumstance, if your flight is delayed for more than 3 days past your policy expiry date you MUST contact Johnson to arrange an extension. 
  • You are hospitalized or medically unable to return on your scheduled date, and extends your coverage without additional charge for up to five days after the date you are medically stable to travel, up to a maximum of 365 days. 

For other situations, a revised return date may require a policy extension.

To arrange supplementary coverage please call Johnson at 1-866-606-3362 Monday to Friday.

New Travel Insurance Sales

Johnson has also made the decision to pause the selling of new MEDOC® Travel Insurance & Prestige Travel Insurance and Trip Cancellation/Interruption products, while we continue to evaluate the impact of Coronavirus on our travel insurance coverage.

For Quarter Century Club members, please email us your contact information at travelinsurance@johnson.ca, and a sales agent will contact you within 3 to 5 business days.

We are committed to keeping our customers informed with the most current information posted on this page. 

Important References

Health Canada and the World Health Organization (WHO) regularly post important information and advice to stay safe. Please visit:

We also encourage our customers to regularly visit the Government of Canada’s Travel Advice and Advisories page for the most up to date information when making travel plans

 

UPDATED May 14, 2020

Have questions about COVID-19? We’re here to answer them

How much is the rebate for?

All car insurance customers with an active policy on May 22nd will automatically receive a rebate of 10% of their car insurance premium for the months of April, May and June 2020. The rebate will have no impact on your coverage, and no action is required by you.

There are additional savings available as well, see How else can I save on my car insurance during COVID-19?

Do I need to do anything to get this rebate?

No, all customers with an active car policy on May 22nd will automatically receive a rebate of 10% of your current car insurance premium for the months of April, May and June 2020. 

(Note: This benefit is not available for customers in Quebec, separate relief plans are in place)

How and when will I receive the rebate?

All car insurance customers with an active policy on May 22nd will automatically receive a rebate of 10% of their car insurance premium for the months of April, May and June 2020. 

How you receive the rebate depends on how you pay your premium. For most customers the total rebate amount will be used to decrease all remaining deductions equally for the remainder of the policy period. This includes customers who pay by bank or payroll deduction. Customers who have paid their policy in-full will receive a refund by cheque in most cases. We expect most rebates will be distributed and automatic deductions will be modified by June.

How else can I save on my car insurance during COVID-19?

Additional savings are also available if your car usage has significantly decreased during COVID-19. For example, you no longer commute to work and only drive to obtain essentials such as groceries and prescriptions. Please let us know by completing our online form. Your policy will be updated as requested and you will be contacted if required. Please note that you must contact us when your driving patterns return to normal in order to ensure you maintain the right coverage.

COVID-19 is causing me to struggle financially—what can I do?

We understand that many are struggling financially right now during the COVID-19 pandemic. We want to help support you at this time. The following assistance is being offered to Unifund home and car insurance customers during the COVID-19 crisis:

  • All car insurance customers with an active policy on May 22nd will automatically receive a rebate of 10% of their car insurance premium for the months of April, May and June 2020. The rebate will have no impact on your coverage, and no action is required by you. 
  • Reductions in premiums for customers who are driving or commuting less because circumstances have changed due to the pandemic. The fastest and most convenient way to request the change is by completing our online form. Please note: you must notify us once you begin commuting again in order to maintain your coverage.
  • Flexible payment options, for customers who are struggling financially
  • Extended coverage to customers who are temporarily using their vehicle for delivery services
  • As of April 5, we have waived NSF fees.  Please note that financial institutions may still charge a separate fee for NSF
  • Customers who are required by their employer to work from home due to the current situation with COVID-19 can rest assured that the property coverage they already have in place will not be impacted.

To learn more about any of the options listed above, feel free to reach out and chat with one of our agents. Our team would be happy to walk you through your options and find out how you can save.

I am considering doing deliveries of groceries and/or essential items. Do I need to change my car insurance policy?

We have made provisions for customers who are temporarily using their vehicle for delivery (e.g. an employee of a pharmacy, restaurant, grocery store, or as part of an app-based food delivery service) during the COVID-19 crisis to be covered under their existing policy without an impact to their car insurance premium. Please contact us to note this on the policy.

I’m new to the concept of working from home. If I’m working from home as instructed by my employer, should I have any concerns with my property insurance?

If you are required to work from home due to the current situation with COVID-19, the property coverage you have in place will not be impacted. This is an extraordinary situation where everyone is doing what is needed to help prevent the spread of the disease.

How can I make my premium payments?

We offer a variety of payment options to suit your needs. The most common include either direct withdrawal from your bank account or payroll deductions (that are available for certain groups).

Customers can also pay by cheque, however, due to recent events related to COVID-19, we are experiencing delays in our mail processing. This has resulted in some customers who pay using cheques inadvertently receiving late payment notices.  While cheque payments are still acceptable, we strongly recommend that you use other options, including online banking.

Current customers can review their payments online via our self-service tool

What should I do if I get into an accident and need to file a claim?

Our claims teams are available to help you 24 /7. To ensure the most efficient service, we would like to remind you that the most effective ways to report a claim:

What if I’m using my vehicle to pick up food for my neighbours? Will this be a problem for my Auto coverage?

Helping neighbours as a volunteer is a wonderful way to assist the community and you will continue to have auto coverage when doing so.

Does the government’s travel advisory mean that my policy has been cancelled?

The Government of Canada officially announced a global travel advisory on March 13th. Please note that this DOES NOT mean that your policy has been cancelled. Your policy remains in effect and, subject to the terms and conditions of your policy, includes Trip Cancellation coverage for trips booked prior to March 13th and coverage for travel within Canada. Coverage for international travel will resume once travel advisories are lifted. 

Because of COVID-19, we are not allowed to travel outside Canada. Can I get a refund on my travel insurance premium?

This pandemic is unprecedented. Our travel insurance has already supported a record number of customers who had to cancel a future trip or whose trip was interrupted and needed help returning to Canada.

A partial refund or adjustment of premium may be available under extension or supplemental plans if travel was cut short and additional coverage was not required. Specifically:

  • You returned prior to your supplemental coverage starting, and do not need the coverage extensions or supplemental coverage that you previously purchased (refunds may be available for this portion of your premium)
  • You returned during your extended/supplemental coverage period and you have not/will not incur a claim (a partial refund may be given)

An annual plan covers multiple trips and can be paid over 12 months. For annual plans, a refund is only available for the Base Plan if the policy was in force for 60 days or less and no claims were made.  

What do you need to make a trip interruption claim?

Submitting a trip interruption claim requires documentation outlining your trip interruption expenses, and proof that you canceled the remainder of your trip as well if you incurred additional costs to return sooner, as outlined in your policy. This can include Airline Tickets, Booking Invoices, Original Proof of Payment, New Boarding Passes, and Proof of Payment for expenses due to the Interruption. Verifying departure and return dates to Canada is also important and airline boarding passes can be used. However, verifying travel dates for those returning from the United States by car may not be easy, especially when required to head directly into a 14 day quarantine. However USA Custom and Border Protection tracks all visitors. Simply visit U.S. Customs and Border Protection I-94 website and select “view travel history” to easily obtain a free summary of all your recent border crossings. This supporting documentation works for both trip interruption and medical claims.

Lastly, your policy wording, and the claims portal, will guide policyholders through the claims process.

My return to Canada is delayed, do I need a coverage extension?

You may need to purchase a coverage extension in order for your benefits to continue until you are able to reasonably and safely return to Canada.


Your policy allows for an Automatic Extension of Coverage in some circumstances, and you should check your policy for specific details. This feature generally extends your coverage when:

  • Your common carrier (Air Canada, WestJet etc.) is delayed, or if your private vehicle breaks down or you have an accident on the way to your departure point, your coverage will be extended for up to an additional three days without additional charge. In this circumstance, if your flight is delayed for more than 3 days past the number of days allowed by your base plan or supplemental plan you MUST contact Johnson to arrange an extension.
  • You are hospitalized or medically unable to return on your scheduled date, and extends your coverage without additional charge for up to five days after the date you are medically stable to travel, up to a maximum of 365 days. 

For other situations, a revised return date may require a policy extension.
 

To arrange supplementary coverage please call Johnson at 1-866-660-3362 Monday to Friday. 

I have an upcoming trip outside of Canada, 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.

This advisory applies to all international locations, including the USA. We encourage our customers to check their travel insurance policy to see if Trip Cancellation benefits are included.

  • If you wish to delay cancelling a future trip, you are strongly encouraged to validate the payment schedule, cancellation penalties and terms with your travel supplier.
  • Please note that your policy will only cover amounts which were non-refundable and non-transferrable when the insurable event which caused the trip to be cancelled or interrupted occurred. For many people this would be March 13th when the global travel advisory was issued Additional payments made after this date as well as any increase in cancellation penalties will not be covered. 
  • From the time a claim is opened, there are 90 days to provide all supporting documentation. 
I received a credit or voucher from my travel provider. Can I claim the full amount through my insurance?

Travel insurance policies with trip cancellation and trip interruption coverage are designed to cover costs for cancelled trips that are non-refundable and non-transferrable. Amounts that are reimbursed via refund, voucher or credit are not eligible for a claim. 

Customers who are unable to use a voucher or credit before its expiry, who require more time to use their voucher or credit, or who have other disputes regarding refunds and credits, should contact their travel supplier. Your insurance policy coverage does not extend to reimbursements for expired travel vouchers or credits.

For more information on obtaining vouchers and credits from airlines, the Canadian Transportation Agency offers suggestions in a statement on vouchers and credits.

How do I make a claim?

You can contact our claims partner, Global Excel Management using the phone number included in your insurance policy or on your wallet card. Due to the scope of this event, claims and assistance companies are experiencing a high volume of calls. 

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.
Click “Notify us of a Claim” on the top right of the page and the website will guide you through the submission process.

 

  • Customers can also call 1-800-709-3420 though we are experiencing extremely high call volumes and long wait times, and need to prioritize members who are experiencing a medical emergency.
  • Please note that claims are supposed to be opened within 24 hours of an insured risk occurring. Due to the high volume of calls, the timeline to submit claims had previously been extended to May 15th. We are further extending this deadline, but encourage customers to initiate claims as soon as possible.  
  • If you wish to delay cancelling a future trip, you are strongly encouraged to validate the payment schedule, cancellation penalties and terms with your travel supplier.
  • Please note that your policy will only cover amounts which were non-refundable and non-transferrable when the insurable event which caused the trip to be cancelled or interrupted occurred. For many people this would be March 13th when the global travel advisory was issued. Additional payments made after this date as well as any increase in cancellation penalties will not be covered. 
  • From the time a claim is opened, there are 90 days to provide all supporting documentation. 
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.

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.

Disclaimer

Johnson Insurance is a tradename of Johnson Inc. (“JI”), a licensed insurance intermediary and operates as Johnson Insurance Services in British Columbia and Johnson Inc. in Manitoba. Home and car policies underwritten, and claims handled, by Royal & Sun Alliance Insurance Company of Canada (“RSA”) in Quebec and primarily underwritten, and claims handled, by Unifund Assurance Company (“UAC”) in the rest of Canada. Described coverage and benefits applicable only to policies underwritten by UAC. Car insurance not available in BC, SK or MB. Home and car insurance not available in NU. JI, RSA and UAC share common ownership. Eligibility requirements, limitations, exclusions, additional costs and/or restrictions may apply.

 

Claims Point, Claims Point & Design, and related words and logos are trademarks and the property of RSA Insurance Group plc, licensed for use by Royal & Sun Alliance Insurance Company of Canada and Unifund Assurance Company.

 

®“Global Excel” and the Global Excel logo are registered trademarks of Global Excel Management Inc.