Frequently Asked Questions – COVID-19

You can count on us!

Last updated on July 13, 2021 at 8:30 a.m.

We will continue to help you protect your family, your property and your financial security. 

Even if our branches are closed to the public, we are maintaining our services, which are fully functional. Our employees are pleased to help you from home, whether it’s to provide advice, answer your questions, open a claim file, provide you with an insurance quote or change your contracts or coverages. 

  • Contact our customer service
  • Make an appointment with your financial security advisor for a virtual meeting 
  • Log in to your Client Centre, which can be accessed from anywhere at any time, to consult your file and perform certain transactions

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New
Access to psychological assistance

La Capitale now offers all its insureds access to psychological assistance in the form of 3 hours of free telephone consultations.
Make sure you have your contract or certificate number on hand.

You can contact the service 24/7 at

1 855 874-8558

In these special circumstances, we want to reassure you and answer any questions you have.

Premium payments

Having an issue making your payments?

We completely understand that the current situation is concerning and inconvenient for many of our clients. If you are having difficulties making your payments, feel free to contact us. We can explore what options might work for you.

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.


Auto insurance

What did the auto insurance premium reduction consist of?

A premium reduction was offered from April 1 to June 30, 2020 to all of La Capitale’s personal or commercial auto insurance clients.1

I am not using my vehicle as often as I used it to, should I call you?

If the use of your vehicle has changed, you can complete the Change of Use of a Motor Vehicle form to update your file.

You can also contact us:

  • For a personal vehicle, please dial 1 844 780-8136.
  • For a commercial vehicle, please dial 1 844 780-4260.

If eligible, your auto insurance premium may be adjusted to reflect your reduced mileage and actual use of the vehicle.

Can I expect a premium reduction at the time of renewal?

If you did not contact us to indicate changes to the use of your vehicle, your premium on renewal will be calculated based on the usual criteria. Please note that the 20% premium reduction resulting from the confinement period was already applied on our insureds' auto insurance premiums.

If the use of your vehicle has changed, please contact us at the numbers below so that we can update your file:

  • For a personal vehicle, please dial 1 844 780-8136.
  • For a commercial vehicle, please dial 1 844 780-4260.

If eligible, your auto insurance premium may be adjusted to reflect your reduced mileage and actual use of the vehicle.

Does my auto insurance contract allow me to use my personal vehicle to make deliveries?

During the confinement period, we allow all our insureds to temporarily use their personal vehicles for deliveries at no extra cost, to provide essential services to the public. It is therefore important for you to call us at 1 844 780-8136 to update your file if you are using your vehicle for this purpose.


Home insurance

I am teleworking and had to bring home property for occupational use or I use my personal computer for work purposes. Am I insured for that? If so, what are the limits?

Given the current context, we decided to remove the usual limits related to occupational activities performed from home.

Don’t hesitate to contact us at 1 844 780-8136 to check whether the terms and conditions included in your contract meet your needs.

Should I expect a premium increase at the time of renewal?

Given the significant rise of construction material costs caused by the pandemic, it is unlikely that your premium will be lower at your next renewal.

How does the cost of material impact my premium?

To ensure you are adequately covered in the event of damage to your residence, your home insurance should include coverage for repairs or reconstruction of your home. The cost for construction materials therefore has a major impact in determining the price of your premium.

How was the pandemic responsible for such a major increase in material costs?

On the one hand, the pandemic caused a rapid increase in construction material demand. On the other hand, the confinement periods greatly reduced the production of these materials, which created a greater gap between supply and demand, causing unprecedented price hikes.

Contact us at 1 844 780-8136 if the current situation has caused a change to your lifestyle habits or if you renovated your home. These changes will not necessarily impact your premium, but it is still important to inform us of any changes in order to update your file.


Commercial insurance

My commercial premises are temporarily unoccupied due to COVID-19. What do I need to do to maintain my business insurance contract in the event of loss?

  • Ensure that your alarm system is in good working order.
  • Do a full visit of your buildings or premises at least once a week and record these visits.
  • Maintain the temperature at a minimum of 15°C.

Do I need to inform you that my business has been temporarily closed?

No, you don’t need to call us if you take the following preventive measures: 

  • Maintain your alarm system in good working order.
  • Do a full visit of your buildings or premises at least once a week and record these visits.
  • Maintain the temperature at a minimum of 15°C.

I have had to temporarily cease my activities. Can I cancel my insurance contract?

Even though your business is temporarily closed, you may have a legal obligation to maintain your insurance coverage in force. This is the case if you have a commercial lease, a creditor or another third party involved in your business. 

Call us at 1 800 644-0607 to find out what the options are in your situation.

I have had to definitively close my business. Can I cancel my insurance contract?

You must ensure that you no longer have any legal obligation to maintain your insurance coverage and take the necessary measures to protect your property. 

Call us at 1 800 644-0607 to find out what the options are in your situation.

Did you apply a premium reduction on my commercial vehicle insurance?

Yes. The collective effort by Quebec residents to respect the COVID-19 confinement measures is lowering the risk of road accidents. This should be reflected in the premium our insureds pay for their commercial vehicles during the confinement period.

A premium reduction was offered from April 1 to June 30, 2020 to all of La Capitale’s personal or commercial auto insurance clients.1

Will I receive a premium reduction on my business insurance?

It is unlikely that the current situation will cause a decrease in commercial insurance premiums.

Your commercial insurance covers a wide range of risks that could affect your commercial property and your civil liability. Most of these risks remain even during a temporary closure of your business. The current situation could even increase certain risks. 

Feel free to call us at 1 800 644-0607 for a monthly projection of the impact of the situation on your commercial insurance premiums or for any other questions.

Do I need to notify you when I resume my business activities?

If you didn’t request any changes to your contract while your activities were interrupted, it is not necessary to notify us when you resume them.

Call us at 1 800 644-0607 if there were changes to your activities, the value of your contents has increased or any other changes occurred that might require a modification of your coverage.


Travel Insurance

Important note: 

This FAQ applies only to group insurance products and Perspective and Aon retirement and termination of employment products.

La Capitale recommends that its clients comply with the Canadian government’s travel advisories. La Capitale cannot guarantee access to or the quality of medical care abroad, given the unpredictable developments in the world.

My flight or vacation with Sunwing has been cancelled. What is the deadline for requesting a refund from the company, and what are the steps I need to take to get it?

  • The refund request for your flight, your vacation, and your travel credits, (on the original method of payment) can be made until August 27th, 2021.
  • Your flight or travel booking must have been made prior to June 25th, 2021 (with a scheduled departure after February 1st, 2020).
  • Travel credits will continue to be honoured until September 30th, 2026.

To request your refund, complete the form available on Sunwing’s website.

My flight or vacation with Air Canada has been cancelled. What is the deadline for requesting a refund from the company, and what are the steps I need to take to get it?

  • The refund request for your flight, your vacation, and your travel credit, (on the original method of payment) can be made until July 12th, 2021.
  • Your flight or travel booking must have been made prior to April 13th, 2021 (with a scheduled departure on or after February 1st, 2020).
  • Travel vouchers will continue to be honoured beyond July 12th, 2021.

To get your refund, complete the form available on Air Canada’s website.

I have travel credits with Air Transat that I don’t intend on using. What is the deadline to request a refund from the company, and what do I need to do to get it?

  • Refunds for your travel credits can be requested until August 26th, 2021 (on the original method of payment).
  • Your booking must have been made prior to April 29th, 2021 (with a scheduled departure on or after February 1st, 2020).
  • Travel credits will continue to be honoured beyond August 26th, 2021.

To get your refund, complete the form available on Air Transat’s website.

How can I obtain reimbursement for a trip cancellation while awaiting processing from travel assistance?

For all claims currently being processed by travel assistance, for which no reimbursement request has been filed with the CFCTA, we ask you to do so immediately by going to the CFCTA website in order to obtain your reimbursement.

For those who have already filed a request with the CFCTA and are awaiting a response, your claim should be processed by the end of 2021.

After cancelling a trip, how can I get reimbursed for new claims?

  1. Call the first payers, i.e., your travel services providers (your travel agency, airline, etc.).
  2. Then contact your travel insurance assistance service. It is provided on the back of your insurance card and in the Client Centre.

For Quebec residents who purchased a trip from a travel agency in Quebec

First, submit a reimbursement request directly to the Compensation Fund for Customers of Travel Agents (CFCTA) in the following situations:

  • Transportation not received
  • Lodging not received
  • Tourist activities not received
  • Main service not received
  • Compromised security
  • Departure or repatriation required
  • Closure or bankruptcy of the travel agency

Then, you must submit a claims form to your travel insurance assistance service.

Your trip must have been purchased prior to March 13, 2020.

If you were offered a travel credit as compensation, we consider this a reimbursement. We will therefore deduct the travel credit (whether you accepted it or not) from your insurance amount. If the travel credit is equal to your insurance amount, you will not receive any further reimbursement from La Capitale.

I’m planning a trip. Am I covered for emergency medical expenses including those related to COVID-19 (travel assistance)?

Since October 1, 2020, emergency medical expenses, including those related to COVID-19, are covered for travel destinations for which the Government of Canada has issued a Level 1, 2, or 3* travel health notice. In accordance with your insurance policies, you must be in good and stable health before you leave on your trip.

Emergency medical expenses are not covered for travel destinations for which the Government of Canada has issued a Level 4* travel health notice.

Note to FNEEQ and AREF members: For destinations with a level 3 travel health notice on the departure date, travel insurance coverage is limited to 30 days.


* The Government of Canada issues four levels of travel health notices for travel destinations:

  • Level 1 – Practise usual precautions
  • Level 2 – Practise special precautions
  • Level 3 – Avoid all non-essential travel
  • Level 4 – Avoid all travel

Which expenses are covered if the result of my COVID-19 screening test is positive while I am travelling and I am covered for this illness under my insurance contract?

The following expenses are covered based on the maximum amount under your contract:

  • Medical expenses
  • Additional expenses incurred to purchase a return ticket, or the cost of modifying your existing ticket, based on the following:
    • One-way ticket, in economy class
    • Flight aboard a commercial airline, on a fixed schedule
    • The most direct route to the point of departure

Accommodation and living expenses are not covered unless stipulated otherwise under your contract.

What do I do if I contract COVID-19 while travelling and I am covered for this illness by my insurance policy?

Call CanAssistance, your travel insurance assistance service. You will be referred to a healthcare professional.

The number for this service is on your service card or in the Client Centre.

I’m planning a cruise. Am I covered for emergency medical expenses including those related to COVID-19 (travel assistance)?

You are not covered for emergency medical expenses, including those related to COVID-19 (travel assistance), incurred during a cruise. This applies to all cruises for as long as the Government of Canada maintains its Level 4 travel health notice to avoid all travel aboard cruise ships.

Can I cancel my cruise and obtain a reimbursement?

If you want to cancel your cruise, the following conditions must be met:

  • You must have trip cancellation insurance.
  • You must have booked your cruise before March 10, 2020, when the Government of Canada issued a travel notice to avoid all travel aboard cruise ships.
  • Your cruise must take place during the time that the government’s notice to avoid all travel aboard cruise ships is in effect.

What type of situation does trip cancellation insurance cover?

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. If 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 from 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 four levels of travel health notices for travel destinations:

  • Level 1 – Practise usual precautions
  • Level 2 – Practise special precautions
  • Level 3 – Avoid all non-essential travel
  • Level 4 – Avoid all travel

How can I request a reimbursement in the event of a trip cancellation due to a travel health notice issued by the Government of Canada?

For any trip cancellation prior to departure due to a Government of Canada travel health notice, contact CanAssistance for instructions 72 hours before the scheduled departure date.

In addition, if you have purchased your trip through a travel agent and you have to cancel it because of a travel health notice issued by the Government of Canada, you must contact CanAssistance for instructions 72 hours before your deposit becomes payable to your travel agent.

Contact information for your travel insurance assistance service is provided on your service card or in the Client Centre.

You already submitted a claim to the Compensation Fund for Customers of Travel Agents (Quebec only)?

If your cancellation is related to the COVID-19 pandemic, you must exceptionally re-submit your claim by filling out the form on the CanAssistance site.

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 exceptions may apply.

What documents must I send to you when I submit a trip cancellation claim?

  • Completed and signed claim form
  • Proof of the trip’s cancellation from the service provider
  • Copy of all credits and reimbursements already obtained
  • Detailed receipts from your service provider, including their cancellation policy
  • Proof of payment for the trip (credit card or bank account statement)
  • Plane tickets (if applicable)
  • Completed and signed direct deposit reimbursement form (if applicable)

What happens if the travel agency or airline offers a travel credit as reimbursement?

For La Capitale, a travel credit is equivalent to a reimbursement. Therefore, whether you accept the travel credit or not, we will deduct this amount from the reimbursement

If the travel credit is equal to the total amount, you will not receive any reimbursement from La Capitale.

If you do not obtain a full reimbursement or credit for the cancellation of your trip, La Capitale will reimburse you for the eligible expenses under your contract.

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 a reason for cancelling your trip under your contract.

Are expenses incurred because of the Canadian government’s mandatory quarantine covered by my travel insurance?* 

Expenses incurred because of the Canadian government’s mandatory quarantine are not covered under your travel insurance. 

The extra cost to purchase a one-way ticket (economy class) may be eligible for reimbursement. This applies if, because of the Canadian government’s mandatory quarantine, you find yourself in a province other than the one originally on your itinerary and, as a result, your return date is delayed. To be eligible for this coverage, your trip must have been purchased before January 29, 2021.


* Certain conditions may apply.

Can I get the cost of the return plane ticket, which is very expensive, reimbursed since repatriation is mandatory as a result of the government warnings issued regarding travel destinations?

Yes, if your insurance includes trip cancellation and interruption coverage.

Depending on the maximum amount provided for under your contract, you are covered for the extra cost of a return ticket with the following features:

  • One-way ticket, in economy class
  • Flight aboard a commercial airline, on a fixed schedule
  • The most direct route to the point of departure

You are also covered for expenses incurred as a result of a change in your plane ticket date.

Are expenses for mandatory COVID-19 screening tests to return to Canada covered?

No, the expenses for mandatory COVID-19 screening test to return to Canada are not covered under travel insurance.

I must remain at my destination because I am awaiting the result of my COVID-19 screening test. What is covered under my travel insurance?

Additional expenses incurred while awaiting COVID-19 screening test results are not covered (for example, the cost for new plane tickets or changing the return date on the existing ticket, accommodation and living expenses, etc.)

Are medical expenses related to possible complications following COVID-19 vaccination abroad covered?

If you choose to get vaccinated in a foreign country, despite the Canadian government’s advisory to avoid non-essential travel, La Capitale will as an exceptional measure reimburse medical expenses that could arise from side effects of COVID-19 vaccination, in accordance with the travel insurance coverage stipulated in the insurance contract.

Am I covered by my disability insurance if I am quarantined while travelling?

Yes, you are covered if the following two conditions are met:

  • You have a group insurance policy that includes short-term disability coverage.
  • You are showing symptoms of COVID-19 or you have been diagnosed with COVID-19, which prevents you from doing your job, even via telework.

Can I cancel or extend my trip because I am placed under quarantine?

Yes, you can cancel or extend your trip if you are placed under quarantine as long as the quarantine ends 7 days or less before your scheduled departure date or occurs during your trip.

Before incurring any expenses, you must contact CanAssistance, your travel insurance assistance service. The number for this service is on your service card or in the Client Centre.


Life, health and disability insurance2

I have coverage through my employer or union

I have individual insurance

I have coverage through my employer or union

Critical Illness insurance is included in my group insurance. Am I eligible for the free coverage in the event of hospitalization due to COVID-19?

No. Only clients with an individual Critical Illness insurance policy are eligible for this offer.

Are disability insurance claims related to COVID-19 covered by short-term disability?*

Yes, if you have a group insurance plan that includes disability.

On disability and tested positive

If you have been diagnosed with COVID-19 (tested positive for COVID-19) and are disabled (unable to perform the main functions of your job, including if you are working from home), you are eligible for short-term benefits. However, La Capitale will reinstate the waiting period provided for in the contract for all disabilities that begin on or after November 9, 2020.

On disability, but not tested

If you have symptoms, have not been tested for COVID-19 and are disabled (unable to perform the main functions of your job, including if you are working from home), you are eligible for short-term benefits. In this case, La Capitale will apply the customary waiting period stipulated in your contract.

In preventive quarantine

If you are quarantined as a preventive measure, you are not eligible for short-term disability coverage; in this case you must refer to Employment Insurance.


* This information replaces the information in the previous memo.

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.

Will La Capitale follow in the footsteps of the Régie de l’assurance maladie du Québec (RAMQ) with regard to prior authorization drug renewals?

All prior authorization drugs for which approval expires between March 1 and September 1, 2020 will be renewed with no additional action required by you until September 15, 2020.

A new extension request should be sent to us by September 15, 2020, to extend your acceptance beyond this date.

Please note that any new authorization or extension request will be processed as usual.

Am I covered for the LIAISON® COVID-19 serological test?

No. This test is used to detect the presence of antibodies specific to COVID-19; it does not detect the presence of the virus. Since this test is not used to detect or prevent COVID-19, it is not eligible for a reimbursement.

As specified by Health Canada, serological tests are not appropriate for early diagnosis of COVID-19. For more information, visit the Health Canada website.

If I have to go on disability leave as a result of COVID-19 vaccination complications, am I covered?

Yes, if after COVID-19 vaccination complications cause you to go on disability leave, in accordance with the disability definition stipulated in the insurance contract, benefits will be paid.

Will La Capitale cover death if it results from a possible complication following COVID-19 vaccination?

Yes, La Capitale will pay the death benefit to the rightful claimant if the death results from a possible complication following COVID-19 vaccination, in accordance with the terms and conditions of the insurance contract.


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.

If I have to go on disability leave as a result of COVID-19 vaccination complications, am I covered?

Yes, if after COVID-19 vaccination complications cause you to go on disability leave, in accordance with the disability definition stipulated in the insurance contract, benefits will be paid.

Will La Capitale cover death if it results from a possible complication following COVID-19 vaccination?

Yes, La Capitale will pay the death benefit to the rightful claimant if the death results from a possible complication following COVID-19 vaccination, in accordance with the terms and conditions of the insurance contract.

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 premium reduction applies only to personal or commercial automobile vehicles. It does not apply to Automobile Insurance for garage owners and leisure vehicles such as motorcycles, mopeds, ATVs, snowmobiles, trailers, motorhomes or watercraft. | 2. 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.