Frequently Asked Questions – COVID-19

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Last updated on October 21 at 3:25 p.m.

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

Premium payments

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

Premium reduction for our auto insurance clients

Auto insurance claims and coverages

Premium reduction for our auto insurance clients1

Which period did the auto insurance premium reduction apply to?

The reduction applied to the monthly auto insurance premium for each month of the confinement, i.e. from April 1 to June 30, 2020.

Who was eligible for the auto insurance premium reduction?

This reduction applied to all of La Capitale’s personal or commercial auto insurance clients during the confinement period, whether they decreased their mileage or not.1

If you were still driving the same distance during this period, it’s surely because you provided an essential service to the public. In recognition of your sacrifice and essential contribution, we made sure that you could also take advantage of this premium reduction.

How was my premium reduction calculated?

The reduction equalled 20% of the monthly auto insurance premium and was automatically calculated using the premium for each month of confinement, i.e. from April 1 to June 30, 2020. 

What should I have done to receive my premium reduction?

No action on your part was required. All the details about how you will receive your reduction was calculated are answered in the next question.

When and how was my premium reduction distributed?

The method in which the premium reduction applied varied according to the method of payment you use to pay your auto insurance premiums. 

  • If you had already paid your premium in full, we sent you a cheque in the amount of your reduction as of mid-July. All these cheques have now been sent.
  • If you pay your premium through payroll deduction, we sent you a cheque in the amount of your reduction as of mid-July. All these cheques have now been sent.
  • If you pay your premiums through preauthorized bank payments, your premium reduction was applied to the payment(s) following each month of confinement. Therefore, for June, i.e. the last month eligible for the reduction, the reduction was applied on the July payment.

Why did you select June 30 as the last day eligible for a reduction?

The auto insurance premium reduction was initiated to compensate our clients for the decrease in road accidents during the community confinement. In June, the Quebec government allowed individuals and businesses to gradually return to work. This resulted in more normal traffic circulation and therefore, the risk of accidents. That’s why we consider that June is the last month of community confinement eligible for the reduction.

I am not using my vehicle as often as I used it to prior to the confinement. Can I continue receiving a reduction on my auto insurance premium?

Yes. 

Since June 30, 2020, if the use of your vehicle is not the same as prior to the confinement period, please contact us 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.

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.


Auto insurance claims and coverages

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

As of June 30, 2020, this type of use of the vehicle will be covered only if we have been notified. If the use of your vehicle is not the same as it was prior to the community confinement, it will be important to notify us by dialling 1 844 780-8136.

During the confinement period, we allowed all our insureds to temporarily use their personal vehicles for deliveries at no extra cost, to provide essential services to the public. Now that the community confinement period is over, delivery becomes an activity that must be included in the contract. It’s important to notify us to avoid a potential reduction of your indemnity or even a denial of your claim in the event of a loss.


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?

The terms and conditions included in your contract apply.

This means that you benefit from a basic coverage of $2,500 on property for occupational use, included free of charge with your home insurance.

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.

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

Given the significant increase in construction material resulting from the pandemic, it is unlikely that your home insurance premium will decrease on your next renewal;

however, your premium may change if the current situation has brought about changes in your lifestyle. It is important that you contact us at 1 844 780-8136 so that we can 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.

Consult the Premium reduction for our auto insurance clients section for all the details.

Will I receive a premium reduction on my business insurance?

We know that the current situation may be difficult for business owners. However, it is better to wait until normal activities have completely resumed in order to measure the impact of the situation on your commercial insurance premiums. 

Your 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.


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.

The current provisions of the contracts covering insureds in the Quebec education, health and civil service sectors continue to apply until further notice.

I am leaving on a trip

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

As of 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 contract, 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.


* 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

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.

What type of situation does trip cancellation insurance cover?

As of 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.

Please note that claims may take up to 3 months to process.

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.

If the travel provider or airline charges additional fees for offering a travel credit, will La Capitale reimburse the additional charge?

Yes, if your insurance includes trip cancellation coverage.

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.

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.


I am currently travelling

Am I covered for emergency medical expenses related to COVID-19?

As of October 1, 2020, emergency medical expenses 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 related to COVID-19 are not covered for travel destinations for which the Government of Canada has issued a Level 4* travel health notice.


* 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

What type of situation does trip cancellation and interruption insurance cover when there is a change in the travel health notice level issued by the Government of Canada?

As of October 1, 2020, the following situations apply DURING YOUR TRIP if your insurance includes trip cancellation and interruption insurance coverage:

  • If the Government of Canada’s travel health notice for the travel destination where you are travelling changes from Level 1 or 2 to Level 3* during your trip, you may interrupt your trip within a maximum of 14 days following the notice or continue your trip while maintaining your travel assistance coverage (including COVID-19).
  • If the Government of Canada’s health travel notice for the travel destination where you are travelling changes from Level 1, 2, or 3 to Level 4* during your trip, you must interrupt your trip and return to Canada within a maximum of 14 days following the notice, or you will lose your travel assistance coverage.

In accordance with your insurance policies, you must be in good and stable health before you leave on your trip.


* 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

Since repatriation is mandatory, can I get the cost of the return plane ticket, which is very expensive, reimbursed?

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.

What is the process for submitting a trip cancellation or interruption claim?

You must contact your travel insurance assistance service. The number for this service is on your service card or in the Client Centre.

Complete the form on the CanAssistance website.

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

Exceptionally during the COVID-19 pandemic, you no longer have to submit a reimbursement request to the Compensation Fund for Customers of Travel Agents (CFCTA). Contact your travel insurance assistance service directly, as indicated above.

For La Capitale, a travel credit is equivalent to a reimbursement. Therefore, whether or not you accepted a travel credit, we will deduct the travel credit amount from your claim. If the travel credit is equal to the total amount, you will not receive any reimbursement from La Capitale.

Please note that claims may take up to 3 months to process.

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 am under quarantine

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.

Am I covered by the short-term disability insurance offered by my employer if I have to take time off work because of 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.

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.


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 premium reduction applies only to personal or commercial automobile vehicles. It does not apply to 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.