QCC Travel Insurance Coverage Update

Please see “FAQs” 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 SSQ for QCC members.  
 

QCC members with policies underwritten by SSQ are asked to contact AXA Assistance directly at 1-866-871-2273 or via email at medoc@axa-assistance.ca for 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 27, 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

  • 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. 
  • Please call AXA Assistance at 1-866-871-2273 to initiate your claim. You can also contact AXA via email at medoc@axa-assistance.ca. AXA assistance is making every effort to respond within 24 hours of receipt. 
  • Due to higher levels of claims processing will take approximately 8-12 weeks. To help AXA manage claims more efficiently, please hold off sending your trip cancellation claim until 30 days from your planned trip departure date. 

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 27, 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 and Trip Cancellation/Interruption products, while we continue to evaluate the impact of Coronavirus on our travel insurance coverage.

 

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

FAQs

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.  

For QCC members, please call us at 1-866-606-3362 or email us your contact information at travelinsurance@johnson.ca, and an agent will contact you within 3 to 5 business days.

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 AXA Assistance 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?

As long as you booked your trip before the March 13th Government of Canada global travel advisory you are eligible for Trip Cancellation coverage. Due to higher levels of claims processing will take approximately 8-12 weeks. To help AXA manage claims more efficiently, please hold off sending your trip cancellation claim until 30 days from your planned trip departure date.

This advisory applies to all international locations, including the USA. We encourage our customers to check all their travel insurance policies 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 to make a claim?

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.

Please call AXA Assistance at 1-866-871-2273 to initiate your claim. You can also contact AXA via email at medoc@axa-assistance.ca. AXA Assistance is making every effort to respond within 24 hours of receipt. 

Due to higher levels of claims processing will take approximately 8-12 weeks. To help AXA manage claims more efficiently, please hold off sending your trip cancellation claim until 30 days from your planned trip departure date.

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., a licensed insurance intermediary, and operates as Johnson Insurance Services in British Columbia and Johnson Inc. in Manitoba. MEDOC® is a Registered Trademark of JI. This insurance product is administered by JI and underwritten by SSQ Insurance Company Inc. (“SSQ”). Valid provincial or territorial health plan coverage required. Travel Assistance provided by AXA Assistance. The eligibility requirements, terms, conditions, limitations and exclusions which apply to the described coverage are as set out in the policy. Policy wordings prevail. Call 1-866-606-3362 for details.