CORONAVIRUS (COVID-19) – Information for brokers

Any questions?

Consult our FAQ

Last updated on July 8 at 8:30 a.m.

We have all the tools needed to provide you with good service remotely

The sales and advisor support team is still available at the regular hours to continue offering you excellent service.

Our online meetings and training are all still available.

We wish to assure you that we are doing everything in our power to be there for you, in spite of the circumstances.

Take advantage of our online tools!

This is the ideal time to try using our quick online application for your clients’ life insurance applications if you have not already done so. We also encourage you to use Mobile Office to transmit new applications or investment instructions to La Capitale.

For more information on our products, contact the sales team.

Frequently Asked Questions

Insurance

Savings


Insurance

New Business – Underwriting

New Business – Remote insurance sales and policy delivery

Coverage in the event of hospitalization due to COVID-19

Contract Management

Claims

New Business – Underwriting

What happens with regard to paramedical exams?

All paramedical exams have been suspended. All scheduled appointments have been cancelled and no new ones will be made.

We are looking at different options for moving ahead with files currently open and will keep you informed.

Will the measures taken to curb the spread of COVID-19 impact underwriting criteria?

Regarding clients who travelled to a country identified as high risk while their application was being reviewed, the review will be interrupted and will resume once 30 days have passed following their return.

For clients who return from travelling to a country identified as high risk following review of their application, the policy will be delivered, because the clients will have been back in Canada for 30 days or more. In addition, the Statement of Good Health will have to be signed at the time of delivery of the policy.

New temporary rules as of June 1, 2020:

Life insurance* Critical Illness Pillar Series
Age 0-17: $500,000 Age 0-17: $100,000 Age 18-45: $4,000
Age 18-50: $1 million Age 18-40: $250,000 Age 46-50: $3,000
Age 51-55: $250,000 Age 41-50: $100,000 Age 51+: $2,000
Age 56-60: $100,000 Age 51-60: $50,000  
Age 61-70: $99,999    

*Includes the life insurance amount and disability benefit for insureds age 18-60 

Any applications that are currently being studied and do not meet these underwriting criteria will be processed on a case-by-case basis.

During the period of this pandemic, we encourage you to prioritize sales that respect these new rules in order to accelerate processing, so that your clients can be covered more quickly.

Important Note:

  • Applications that do not meet the new criteria in effect: A counteroffer can be received.

  • Applications that do meet the new criteria: Underwriting will be carried out based on the declarations of insurability. 

    Declaration of insurability: to be completed systematically
    If you use the quick online application, please attach the declaration of insurability for cases where the insurability questions are not available due to the age category and regular amounts. 

    Doing so will speed up the processing and assessment of your applications and prevent delays related to the usual procedure of conducting telephone interviews.

    Declaration of insurability
    Déclaration d’assurabilité
     

Files that were being assessed before the pandemic, for which requested paramedical services cannot be conducted: We may contact you to complete a declaration of insurability in order to accelerate the processing of these files.

Since our tools cannot be immediately adjusted, you will continue to see illustrations requiring paramedical examinations. It is important to ensure that declarations of insurability are completed.

As much as possible, the decisions will be made relying on the information provided in the declarations of insurability. 

In certain situations, we may:

  • Limit coverage amounts offered
  • Propose an extra premium 
  • Propose an exclusion. 

It will be possible to request a review when the situation returns to normal.


New Business – Remote insurance sales and policy delivery

I would like to make a life insurance offer to a client. How should I submit the application?

You can use our quick online application with the integrated remote signature feature. It’s available for term life insurance products and additional benefits. 

Learn more about our quick online application.

Can I use the remote electronic signature feature on other documents, in addition to the quick online application?

Remote electronic signatures are accepted on all insurance documents in PDF form, such as:

  • Life and Critical Illness Insurance applications
  • Pillar Series applications
  • Various forms
  • Questionnaires
  • Any other document relating to policy delivery 

Any document that is signed electronically must bear a security seal that confirms signature and document authenticity. Recognized suppliers:

  • OneSpan
  • Adobe
  • DocuSign
  • Zoho
  • iGeny

Solutions offered by another supplier must be analyzed by La Capitale.

Is electronic delivery of life insurance, critical illness or disability insurance contracts available?

No. Electronic delivery of an insurance contract is not yet available. 

However, we do accept policy delivery documents that have been scanned and signed by clients. This practice enables us to mail policies directly to clients and enables you to hold telephone meetings with clients.

We have implemented a number of measures to facilitate this. 

  • At the same time the policy is mailed to the client, a confirmation email will be sent to the general agent and the writing agent.
    • This email will include the necessary details for identifying the contract (policy number, policyholder) as well as the list of documents that must be signed and returned. 
    • PDF copies of the documents to be signed and returned to us in order to put the policy into force will also be attached. 
    • Please contact the client to answer any questions and review policy details and signature instructions. 
  • During the pandemic period, clients will receive an acknowledgement of receipt and a notice of rectification concerning COVID-19. These two documents must be signed and returned with any other requirements specific to their own file.
  • Clients have two options for returning the signed, dated documents with the other requirements:
    • By mail, in the prepaid envelope sent with the contract
      OR
    • By email, by sending you a digitized photo or scan of the documents. You then transfer the documents to the appropriate address: 

      Life and Critical Illness insurance: nouvellesaffaires.assvie@lacapitale.com
      Pillar Disability Insurance: newbusiness@lacapitale.com
       

This temporary measure applies to standard files and modified contracts. We believe it will allow you to facilitate putting into force your clients’ insurance contracts in this exceptional situation.

Have you established rules for advisors wishing to carry out transactions remotely, in print form, such as for critical illness or Pillar disability insurance?

We accept applications in print form which have been signed remotely (not completed in the client’s presence), where the digital version is sent to us. 

Scanned applications must be sent to the following email addresses:

Life: life.application@lacapitale.com
Pillar Series: pillar.application@lacapitale.com

We wish to remind you that it is very important to always send your general agent a copy of your scanned documents. 

Do new sales of Critical Illness insurance to my clients include the coverage in the event of hospitalization due to COVID-19?

Yes, all new policies with a Critical Illness benefit also include this free coverage when the policy goes into effect until September 30, 2020.


Coverage in the event of hospitalization due to COVID-19

What exactly is the free coverage that you are offering in the event of hospitalization due to COVID-19?

From May 11 to July 31, 2020, all insureds who are covered by an individual Critical Illness insurance policy may claim a lump sum of $2,000 if they or a member of their families (children under age 18 or spouse living at the same address as the insured) test positive for COVID-19 and are hospitalized for at least 48 consecutive hours.  

Some conditions, exclusions, and restrictions apply. 

My client is insured against critical illnesses and his two children are hospitalized due to COVID-19. Will he receive $2,000 per child, i.e. $4,000?

The offer of coverage in the event of hospitalization due to COVID-19 covers one insured or one member of the family per policy. Therefore, in this case, only one amount of $2,000 is payable.

I sold Critical Illness insurance to my client, and she has joint custody of her children. Are they covered?

Yes, children under age 18 in a joint custody arrangement are covered if they usually live in the same residence as your client at least 50% of the time during the course of a year.

My client has insurance against critical illnesses, and has been living with a new spouse for less than one year. If her spouse comes down with COVID‑19 and is hospitalized, can my client claim the $2,000 benefit?

If she does not have a child with her new spouse and they have not lived together for more than one year, the spouse is not eligible for this coverage.

My client contacted me because he has insurance against critical illnesses, and was hospitalized due to COVID-19 for more than 48 consecutive hours before May 11, 2020. Can he claim the $2,000 benefit amount? 

The COVID-19 hospitalization coverage is in effect from May 11, 2020 to July 31, 2020, therefore only new hospitalizations during this period are eligible. We hope your client is feeling better. 

My client has insurance against critical illnesses, and has been living with his spouse for more than one year. She has custody of her children, who live with them. If one of them becomes sick, can my client claim the $2,000 benefit amount even if they are not his own children?

Yes, if his spouse’s children live with your client, they are covered for the $2,000 benefit.

My client and his spouse are both insured against critical illnesses with La Capitale. If their child is hospitalized due to COVID-19, can they both claim $2,000?

No. Only one $2,000 benefit is payable per hospitalized person.

I have clients who have coverage against critical illnesses under their group insurance. Are they covered?

No. Only individual Critical Illness insurance contracts are included in this offer.

What is the process for filing a claim for hospitalization due to COVID‑19?

The client and the physician must fill out the claim form.

If one of my clients tests positive for COVID-19, is hospitalized and receives the $2,000 benefit amount, will that impact the insurance amount of his Critical Illness insurance policy or reimbursement of premiums? 

No, the lump-sum benefit of $2,000 for hospitalization due to COVID-19 does not affect the insured amount of his Critical Illness insurance policy nor the amount of any reimbursement of premiums. 

Do new sales of insurance against critical illnesses to my clients include coverage for hospitalization due to COVID-19?

Yes, all new policies with a Critical Illness benefit also include this coverage when the policy goes into effect until September 30, 2020.


Contract Management

What happens with regard to change requests for policies that are in force?

Our team is doing everything possible to meet normal processing times. However, please bear the following in mind:

  • Since processing is applied as of the date of receipt of the request, a client is not penalized if we are unable to meet the normal processing times.
  • Only a change from smoker to non-smoker status is effective as of the date of acceptance by Underwriting.
  • We prefer electronic transmission of documents:

Claims

Some of my clients currently have an open disability claim. What happens if they are unable to see their attending physician? Is there something that we can do to help?

  • Send us the information available with regard to the claim as soon as possible. We prefer electronic transmission of documents (e.g. documents to be completed by the client, including the claimant’s statement). If we have that information, we can open a claim file.
  • Ask clients if they are waiting for a medical appointment and, if so, the scheduled date.

We will do whatever is necessary to begin reviewing the file and obtain any missing information.

Are there any changes in processing times for claims?

No additional time is anticipated for the processing of claims.

However, there may be additional delays if you request medical documents from hospital centres that are currently overwhelmed. 

In such a case, the person responsible for your file will assess the situation and attempt to find a solution.

One of my clients has an individual disability insurance contract. He has to stop working as a precautionary measure OR because his employer has temporarily closed the company to comply with the guidelines issued by the provincial government. Will he receive compensation?

La Capitale intends to comply with the provisions of your insurance contract and the coverage provided under this contract with regard to the definition of disability. 

In general, contracts do not provide for benefit payments when a person is excused from work as a precautionary measure or for administrative purposes.

In the event of illness or death in relation to COVID-19, would the benefits be payable under the client’s individual disability or life insurance?

If the individual insurance contract covers a disability period or death due to illness or an accident, COVID-19 may be included in the covered illnesses, as would be any other condition that is not among the exclusions mentioned in the contract. 

Clients must determine whether their condition causes them to be unable to work beyond the elimination period provided in their contract before filing a claim.

What is the process for filing a critical illness claim for hospitalization due to COVID-19?

The client and the physician must fill out the claim form.

Can a quarantine period be considered as a period of total disability under an individual insurance contract?

The determining factor for acceptance of a disability claim after the elimination period provided in the contract is illness, not the fact that an insured is under quarantine or in isolation.

In other words, insureds must be ill to receive disability benefits, and the illness must prevent them from performing their own occupation or any gainful occupation. If insureds are not working because they are under quarantine or in isolation (like their colleagues and neighbours), but not ill, they are not eligible for disability benefits. 

In the case of the Pillar product, does the fact that an insured is excused from work or is unemployed due to COVID-19 mean that La Capitale applies the unemployment clause if a claim is submitted?

La Capitale honours the provisions of the insured’s contract depending on the requirements of the latter. If the client is unemployed when he or she submits a claim, whether it’s due to COVID-19 or another reason, the unemployment clause applies. 

If the client is on leave paid by the employer at the time the claim is submitted, he or she will not be considered as unemployed.


Savings products

Can we use remote electronic signatures for our clients?

As a temporary measure, all forms available in the Brokers section of La Capitale’s website will be accepted with remote electronic signatures.

Any document that is signed electronically must bear a security seal that confirms signature and document authenticity. Recognized suppliers:

  • OneSpan
  • Adobe
  • DocuSign
  • Zoho
  • iGeny

Solutions offered by another supplier must be analyzed by La Capitale.

Please note that it is not possible to generate PDFs from the Mobile Office at this time and that remote electronic signatures are not available with this application.  You will therefore need to use the forms available in the Brokers section of our website to take advantage of remote signatures.

We prefer electronic deposits and withdrawals. This information is available on each form; it is possible to enter the bank account or attach a personal cheque specimen. 

Please send signed PDFs electronically to the following address: emissioncontratepargne@lacapitale.com.

Note that no replies are sent from this address.

We wish to remind you that it is very important to always send your general agent a copy of your scanned documents. 

What is the procedure for a client who wishes to take advantage of the 25% reduction of the mandatory minimum RRIF withdrawals for 2020?

You or your client can contact us to make this request. We accept requests by email or telephone, as long as they are sent at least 10 days before the scheduled disbursement date.

Clients who annually withdraw the minimum amount and already received their payment cannot take advantage of this reduction.

Please note that this measure also applies to LIFs.

Broker support
1 888 392-2583
brokerage.support@lacapitale.com

Customer service
418 644-4106 or 1 888 703-4480
​savingsinvestments@lacapitale.com

Our objective: We are there for you and will be maintaining normal processing times despite the circumstances

Our teams are available and dedicated to answering your questions and requests. We have implemented a business continuity plan for maintaining our service times. For any questions or requests, you can always contact our Partner Services team.

Contact our team

Brokerage Channel - Quebec and Atlantic

625 Jacques-Parizeau St
Quebec QC G1R 2G5
Toll free: 1 866 867-9296
solution@lacapitale.com

Contact list

Brokerage Channel - Ontario and Western Canada

7150 Derrycrest Drive
Mississauga Ontario L5W 0E5
Toll free: 1 855 795-2318 ext 55091
broker.support@lacapitale.com

Contact list

Life Insurance & Living Benefits - Income Protection, Pillar Series

Isabelle Gauvreau
Sales Director
Quebec & Atlantic
Income Protection, Pillar Series
Toll free: 1 855 252-1578
Tel.: 418 573-8153
isabelle.gauvreau@lacapitale.com

Josianne Martin
Sales Director
Quebec & Atlantic
Toll free: 1 855 431-7945
Tel.: 514 226-6556
josianne.martin@lacapitale.com

Sarah-Ève Couturier
Sales Director
Quebec & Atlantic
Toll free: 1 866 867-9296
Tel.: 418 528-2177
sarah-eve.couturier@lacapitale.com

Jason Allen
Regional Sales Director
Ontario and Western Canada
Toll free: 1 855 407-6509
Tel.: 905 795-2300 ext 55358
jason.allen@lacapitale.com

Michael Hamel
Regional Sales Director
Western Canada & Ontario
Toll free: 1 888 512-3107
Tel.: 403 512-3107
michael.hamel@lacapitale.com

Savings & Investments

Simon Kirouac
Sales Director
Quebec & Atlantic
Toll free: 1 855 878-7197
Tel.: 514 809-5743
simon.kirouac@lacapitale.com

Carl Létourneau
Sales Director
Quebec & Atlantic
Toll free: 1 844 947-7641
Tel.: 418 576-9434
carl.letourneau@lacapitale.com

Martin-Charles Ranallo
Sales Director
Quebec & Atlantic
Toll free: 1 844  764-3767
Tel.: 514 214-4476
martin-charles.ranallo@lacapitale.com

Jennifer Santos
Regional Sales Director
Ontario and Western Canada
Toll free: 1 800 605-5536
jennifer.santos@lacapitale.com

Andrew Gardiner
Regional Sales Director
Ontario and Western Canada
Toll free: 1 833 570-8342
andrew.gardiner@lacapitale.com

Dan Sims
Regional Sales Director
Ontario and Western Canada
Toll free: 1 833 385-0377
dan.sims@lacapitale.com

Broker’s support

Joe Gallo
Sales Coordinator
Ontario & Western Canada 
Toll free: 1 800 363-8011
joe.gallo@lacapitale.com

Support Line
Toll free: 1 888 392-2583

Administration

Patrick Couture
Regional Vice-President of Sales
Quebec & Atlantic
Toll free: 1 877 547-7268
Tel.: 418 747-7443
Cell phone: 418 951-2563
patrick.couture@lacapitale.com

Joe Tari
Regional Vice-President of Sales
Ontario and Western Canada
Toll free: 1 855 768-6193
Cell phone: 416 768-6192
joseph.tari@lacapitale.com