Frequently Asked Questions – COVID-19

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Last updated on May 29 at 4:20 p.m.

In these special circumstances, we especially 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

Premium reduction for our auto insurance clients1

Who's eligible for the auto insurance premium reduction?

This reduction applies to all personal or commercial auto insurance clients, whether they decreased their mileage or not.1

If you decreased your mileage due to the community confinement, you don’t need to notify us.

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

By how much will my premium be reduced and how will it be calculated?

The reduction will be equal to 20% of the monthly auto insurance premium and automatically calculated using the premium for each month of confinement starting on April 1, 2020 until the resumption of business results in more normal traffic circulation.

My mileage has decreased since the start of the confinement period. Do I need to call and notify you?

No, you don’t need to notify us about the decrease in your mileage. It is already factored into your premium reduction.

What should I do to receive my premium reduction?

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

When and how will I receive my premium reduction?

The method in which the premium reduction will apply will vary according to the method of payment you use to pay your auto insurance premium. 

  • If you already paid your premium in full, you will receive a cheque in the amount of your reduction at the end of the confinement period.
  • If you pay your premium through payroll deduction, you will receive a cheque in the amount of your reduction at the end of the confinement period.
  • If you pay your premium through preauthorized bank payments, your premium reduction will be applied to the payment(s) that follows each month of confinement. For example, for April, the reduction will be applied in May.

Auto insurance claims

I was in a car accident. Do I need to contact you?

Yes. Contact us as soon as possible with your insurance policy number on hand. We’ll help you assess the situation and advise you on what specific steps to take in the current context.

Are you able to assess the damage and repair my vehicle?

Currently our automobile appraisers and most of our partner body work mechanics are back conducting damage assessments, in compliance with the deconfinement period guidelines outlined by our government. However, it may take longer to get the repair work done on your vehicle.

If my vehicle can’t be driven after an accident, am I entitled to a courtesy vehicle?

It is important to contact us to report the accident. We will advise you how to properly file a claim in spite of the special circumstances that we are experiencing at this time. Our claims adjusters are there to advise you on the best solution to meet your needs.

I am using my vehicle to make deliveries due to the exceptional circumstances. Am I covered if I have an accident while making deliveries?

It is important to contact us as soon as possible to report the accident. If the change in your vehicle usage is due to the request by our government to support businesses that are considered essential services, we have decided to cover this change in vehicle usage.


Home insurance

If my home is damaged, who should I contact first?

Contact us as soon as possible with your insurance policy number on hand. We’ll help you assess the situation and explain what the next steps are in your situation. We’ll send specialists to perform any emergency work to secure the premises. However, given the current situation, any rebuilding will be done after the confinement period.

If my home is uninhabitable, am I covered for expenses for alternate accommodation?

If the loss that has made your home uninhabitable is covered by your insurance contract, you will be covered for additional expenses for accommodation and meals for you and your family. 

Note that we have decided to remove the usual limits on additional expenses incurred by our insureds in such circumstances. 

I am teleworking and must use my personal computer for work purposes. Am I insured for that? If so, what are the limits?

If you need to make a claim concerning a breakdown of personal IT equipment that occurs while using it for occupational purposes, as soon as possible if the cause of the damage to your equipment is covered by your insurance contract. Assessing the damage will be done as soon as the authorities allow businesses to re-open.

Note that we have decided to remove the usual limits related to occupational activities performed from home in the current context.


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.

Will I receive 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.

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 is 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, your civil liability and your business income. 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

Trip cancellation

Trip interruption

Emergency medical care

Trip cancellation2

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?

La Capitale considers a credit to be a reimbursement. Therefore, whether you accept the credit or not, we will deduct that amount from your reimbursement. If you do not receive a full reimbursement or a credit for the trip cancellation, please fill out the form on the CanAssistance website and submit your claim for assessment.


Trip interruption2

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 care2

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, 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

Free coverage in the event of hospitalization due to COVID-19

Other questions related to individual insurance products

Free 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. 

Find out all the details and terms of this exclusive offer on our information page.

I am insured against critical illnesses. If my two children are hospitalized for COVID-19, will I 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 am insured against critical illnesses, and I share custody of my children. Are they covered if they are hospitalized due to COVID-19?

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

I have insurance against critical illnesses, and I have been living with a new spouse for less than one year. If my new spouse comes down with COVID-19 and is hospitalized, will I receive the $2,000 benefit amount?

If you do not have a child with your new spouse and you have not lived together for more than one year, your spouse is not eligible for this coverage.

I have insurance against critical illnesses, and I was hospitalized due to COVID-19 for more than 48 consecutive hours before May 11, 2020. Can I claim the $2,000 benefit amount?

We hope you are feeling better. 

The coverage in the event of hospitalization due to COVID-19 is in effect as of May 11 to July 31, 2020. Only new hospitalizations occurring during this period are eligible for the coverage. 

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

Yes, if your spouse’s children live with you, they are covered by the $2,000 benefit.

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

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

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.

What is the process for filing a claim related to COVID-19?

You will find the claim form to be completed by you and your physician in our information web page.

If I test positive for COVID-19, am hospitalized and receive the $2,000 benefit amount, will that impact the insurance amount of my Critical Illness insurance policy or my reimbursement of premiums? 

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

I just took out a Critical Illness insurance policy with my advisor. Am I eligible for the free coverage in the event of hospitalization due to COVID-19?

Yes. You will be covered by it as soon as your policy goes into force until July 31, 2020.


Other questions related to individual insurance products

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.