Information for clients – COVID-19

COVID-19

Any questions?

Consult our FAQ

Last updated on March 30 at 4:45 p.m.

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Important notices

Our branch offices are all temporarily closed to the public. Find out more


Changes to payment methods. Find out more

As always, we are there for you!

For the last 80 years or so, La Capitale and its employees have been committed to helping you protect what is most important to you. That commitment toward our clients and mutualists still holds. While we understand that nothing can replace human contract, we must adapt our practices to the unprecedented circumstances that we are currently experiencing.

Therefore, we kindly ask you to use our online services, which can be accessed everywhere and at anytime.

  • Consult our FAQ to get answers to the most commonly asked questions about COVID-19 and to learn about our temporary service changes.
  • Visit the Client Centre to access your file and carry out certain transactions.
  • Get the contact information for our different departments, so you can call us concerning any other need you may have.

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

Frequently Asked Questions


Services and payments

Is La Capitale maintaining its customer service (sales, claims, advice, assistance, etc.)?

Yes. We are committed to continuing to be there for you, in spite of the circumstances. Most of our employees are continuing to perform their duties from home and are available to assist you, even though our branch offices are all closed to the public.

You can still contact them during regular business hours to get advice or answers to your questions, file a claim, obtain a quote or request a coverage change.

It is also possible to make an appointment with your financial security advisor for a virtual meeting.

Are certain branch offices remaining open?

No. In compliance with the instructions and recommendations issued by government authorities with the goal of protecting your health and that of our employees, we have decided to temporarily close all our branch offices to the public.

We are committed to continuing to provide you with good service and kindly ask you to call us or use our online services.

I usually go to your offices to make my payments. Which methods of payment am I able to use now?

Since the majority of our employees are currently working from home and our branch offices are all temporarily closed to the public, please use your financial institution’s online or telephone services to make your payments.

You will need to have your payment reference number and the name of your service provider handy. This information varies based on the type of product.

  • Home, auto and commercial insurance:
    • The 15-digit reference number is indicated on your invoice payment stub
    • Service provider: La Capitale General Insurance (15 characters)
  • Life, health and disability insurance
    Your financial institution might request a 9- or 16-digit reference number.
    • The 9-digit reference number corresponds to your policy number
    • The 16-digit reference number is made up as follows: 
9-digit policy number + RE + 5-digit reference number
    • Service provider: La Capitale Individual Insurance

You can access your invoice at any time, if necessary. Just log in to your Client Centre or give us a call.

Do you still accept payments by cheque?

Since the majority of our employees are currently working from home, additional time is required for the processing of payments by cheque.

We therefore kindly ask you to use your financial institution’s online or telephone services to make your payments.

You will need to have your payment reference number and the name of your service provider handy. This information varies based on the type of product.

  • Home, auto and commercial insurance:
    • The 15-digit reference number is indicated on your invoice payment stub
    • Service provider: La Capitale General Insurance (15 characters)
  • Life, health and disability insurance
    Your financial institution might request a 9- or 16-digit reference number.
    • The 9-digit reference number corresponds to your policy number
    • The 16-digit reference number is made up as follows: 
9-digit policy number + RE + 5-digit reference number
    • Service provider: La Capitale Individual Insurance

You can access your invoice at any time, if necessary. Just log in to your Client Centre or give us a call.

If you have already sent us your payment by cheque, no additional action on your part is required. However, please allow additional time for the processing of your payment.


Trip cancellation1

Am I covered if I decide to cancel my trip?

You must meet the following conditions in order to be eligible for a refund:

  • You purchased your travel tickets before March 13, 2020 or prior to the issuance of a level 3 or 4 travel health notice by the Government of Canada
  • You have trip cancellation and interruption insurance
  • Your trip is scheduled to start within the next 30 days
  • The government’s travel health notice to avoid all non-essential travel to your selected destination is still in effect.

If you purchased your travel tickets on or after March 13, 2020, you are not covered in the event of trip cancellation.

Refer to your group insurance contract, available in the Client Centre for details of the eligible expenses, the reimbursement policy and the maximum amounts.

To know if an official advisory has been issued regarding your travel destination, consult the  Travel Advice and Advisories  issued by the Government of Canada.

Notice to SOLIS+ travel insurance policyholders

To be eligible for trip cancellation and interruption benefits in connection with COVID-19, you must have made any travel-related purchases (tickets, accommodation, activities, etc.) before March 13, 2020 or prior to the issuance of a level 3 or 4 travel health notice by the Government of Canada. Your travel insurance must also have been purchased prior to that date.

Because of the notice issued by the Government of Canada, no travel extension request will be accepted.

Also, please note that we are temporarily discontinuing individual travel insurance sales.

Am I covered if I decide to cancel my cruise booking because of the COVID-19 risk?

On March 9, the Government of Canada recommended that Canadians avoid all cruise ship travel due to the COVID-19 pandemic.

To be eligible for a refund, including cruise-related expenses such as return airfare to the port city and hotel accommodation, you must meet the following conditions:

  • You paid for your cruise before March 13, 2020
  • You have trip cancellation and interruption insurance
  • Your cruise sail date is within the next 30 days
  • The government advisory to avoid all cruise ship travel is still in effect.

If you paid for your cruise on or after March 13, 2020, you are not covered in the event of cruise cancellation.

Refer to your group insurance contract, available in the Client Centre for details of the eligible expenses, the reimbursement policy and the maximum amounts.

What is the process for filing a trip cancellation claim?

  1. Begin by contacting the first payors that may be able to issue you a refund: your travel agency, your airline or the financial institution that issued the credit card you used to purchase your travel tickets.

For Quebec residents only
If you purchased your travel tickets from a travel agency in Quebec, you must first apply for a reimbursement from the Compensation Fund for Customers of Travel Agents (CFCTA). Your situation is eligible for a reimbursement from the CFCTA if:

  • Your destination is included in an official advisory issued by the Canadian government
  • The advisory was issued after your travel tickets were purchased
  • The advisory is still in force at least 72 hours before your departure
  1. Then, complete the form on the CanAssistance website.

If my flight is cancelled, will the airline refund the cost of my tickets?

In the current COVID-19 situation, a number of air carriers are offering a ticket refund or credit in the event of flight cancellation

As well, some carriers agree to replace flight tickets in situations where the travel destination or flight connection is in a country for which the government has issued a level 3 or 4 travel health notice.

What happens when the travel agency or the airline only offers me a credit as reimbursement, but I reject that offer?

La Capitale considers a credit to be a reimbursement. Therefore, if you accept the credit, we will deduct that amount from your reimbursement. If you do not accept the credit, please submit your claim for assessment. However, your claim may not be eligible for a reimbursement.


Trip interruption1

Am I covered if I decide to interrupt my trip?

To be eligible for a refund of expenses related to trip cancellation, you must meet the following conditions:

  • Your departure date was before March 13, 2020 or prior to the issuance of a level 3 or 4 travel health notice by the Government of Canada
  • You have trip cancellation and interruption insurance
  • The travel health notice to avoid non-essential travel to the country you are visiting, which the government issued while you were there, is still in effect.

If your departure date was on or after March 13, 2020, you are not covered in the event of trip interruption.

Refundable expenses include those incurred for the purchase of an economy-class return ticket, reasonable living expenses and the unused and non-refundable portion of the ground portion of travel expenses.

Refer to your group insurance contract, available in the Client Centre for details of the eligible expenses, the reimbursement policy and the maximum amounts.

What is the process for filing a trip interruption claim?

Complete the form on the CanAssistance website.


Emergency medical care1

I am currently travelling. Am I covered for emergency medical care?

Your contract may contain an exclusion stipulating that you are not covered if you do not take the necessary measures as soon as possible to comply with a government notice, advising you to avoid any non-essential travel. Therefore, if you are currently travelling and your departure date was before March 13, 2020 or prior to the issuance of a level 3 or 4 travel health notice by the Government of Canada, you are required to take the measures necessary to comply with the health notice as soon as possible.

If your contract does not contain this exclusion, you are covered for emergency medical care until the return date that was initially scheduled when you departed. Please note that it may be difficult to obtain emergency care abroad, whether or not the care is required in relation to COVID-19. You may also have difficulty being repatriated to Canada in the event of a medical emergency. Bear in mind the fact that you must be in stable health and that any illness present prior to your departure might not be covered by your insurance contract.

Refer to your group insurance contract, available in the Client Centre for details of the eligible expenses, the reimbursement policy and the maximum amounts.

For more information, carefully read the clause regarding the stability of your condition in your insurance contract, or contact CanAssistance.

Am I obliged to return to Canada?

As announced by the federal government, it is strongly recommended that you return to Canada.

Will my travel insurance still cover me if I have to prolong my trip because of a quarantine? 

Yes. Travel insurance will cover you during the quarantine period. Once the quarantine period is over, it is strongly recommended that you return to Canada.


Life and disability insurance1

I have coverage through my employer

I have individual insurance

I have coverage through my employer

Am I covered by the short-term disability insurance offered by my employer if I have to take time off work because of quarantine order resulting from the COVID-19 virus?

If your group insurance plan includes short-term disability coverage, you are eligible for benefits in both of the following situations:

  1. You tested positive for COVID-19 and have received a confirmed diagnosis. You are not able to carry out the main duties of your job, even by teleworking. In this case, La Capitale waives the elimination period provided for in your contract.
  2. You are exhibiting symptoms but have not undergone COVID-19 testing. You are not able to carry out the main duties of your job, even by teleworking. In this case, La Capitale applies the elimination period provided for in your contract.

If you have received a preventive quarantine order, you are not eligible for short-term disability benefits. If you are unable to work from home, please contact your Employment Insurance office.

What is the procedure to follow if I am eligible for benefits under the disability insurance coverage offered by my employer?

A simplified procedure will apply during the current situation, in recognition of the increasing pressure on medical clinics and hospitals. 

La Capitale will continue to require completion of the usual insured’s and employer’s sections. However, to provide the required medical information, you will have to complete this confirmation of illness form and attach it to your claim, which you may submit by email to prest.inv@lacapitale.com.


I have individual insurance

I had to stop working as a precautionary measure to comply with the guidelines issued by the government. Will I be compensated by my individual disability insurance coverage?

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.

My employer has temporarily closed the company to comply with the guidelines issued by the government. Will I be compensated by my individual disability insurance coverage?

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.

I would like to submit a claim, but I cannot see my attending physician at the moment due to an overload of work caused by the COVID-19 virus. What should I do​?

Send us any information you have related to the claim as soon as possible (e.g. documents you need to fill out such as the Claimant's Declaration) so that we may quickly open your file.

If you are waiting for a medical appointment, please indicate the date on which this appointment has been scheduled so that we may easily follow up on your file. We will do what is required to begin the assessment of your file and obtain anything that may be missing to complete it.

If I make an individual insurance claim, should I expect a longer than normal processing time​?​

There are no longer delays expected at the moment since all our teams are operational. 

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.

For more information about COVID-19 developments

Obtain information from reliable sources which are updated continuously, such as the Financial Consumer Agency of Canada and the Government of Canada websites.

Sources: CanAssistanceGovernment of Canada, Office de la protection du consommateur
1. The content of this FAQ is provided for information purposes only. In the event of a discrepancy, the clauses of your insurance contract prevail at all times.