Travel Insurance Claims Update

Due to the COVID-19 pandemic, the number of reported travel claims in 2020 has tripled compared to previous years. As a result, customers can expect to wait approximately 8-12 weeks for their claim to be processed. Please note that incomplete claim submissions will delay the processing time of your claim.

For customers that have yet to report a claim, claims can be started online. The claims portal can also be used to check the status of travel claims which have already been submitted.

For all other credit card (non-travel) related claims, please make a claim online using Claims Point®.

Thank you for your patience during this challenging time.

TRAVEL INSURANCE COVERAGE: COVID-19 UPDATE

The safety and well-being of our customers is our top priority. RSA Canada is monitoring the COVID-19 impact closely, and we are regularly reviewing our current coverages to determine how they are impacted by this evolving situation.


Trip Cancellation and Trip Interruption Insurance Coverage

A customer who booked a trip outside of Canada whose card includes Trip Cancellation & Trip Interruption coverage may be covered if the trip was booked before any formal travel advisory against the destination country/region/city had been issued by the Government of Canada. Booking travel plans to a destination after it has received an advisory of “Avoid all travel” or “Avoid non-essential travel” can impact the travel insurance coverage. 


On March 13, 2020 the Government of Canada announced a formal travel advisory limiting all non-essential travel outside of Canada until further notice. It is important to note that coverage for Trip Cancellation and Trip Interruption:


  • Does not extend to any travel booking made on or after a formal travel advisory is issued;
  • For customers that departed on a trip before a formal travel advisory is issued, trip interruption coverage is limited to a period of 10 days from the date of the travel advisory; and
  • Trips booked after a destination or cruise receives a formal travel advisory are not covered for trip cancellation or interruption.

Out of Country Emergency Medical Insurance Coverage

For Out of Country Emergency Medical Insurance, a travel advisory of “Avoid all travel” or “Avoid non-essential travel” will impact insurance coverage.


  • Out of country emergency medical coverage is not available if a formal travel advisory is issued before your departure;
  • Customers who book future travel to a location which is currently under a relevant travel advisory (including cruises) will not have medical coverage in these locations if the advisory is still in effect at the time of travel;
  • If a travel advisory is issued after departure, medical coverage for that location is limited to a period of 10 days from the date the travel advisory or formal notice was issued, or to a period that is reasonably necessary for you to safely evacuate the country, region or area. 
  • As a result of the advisory to “Avoid all cruise ship travel,” beginning March 9, 2020, customers who depart on a cruise after this date will not have out of country medical coverage.

Please visit Government of Canada’s Travel Advice and Advisories page for the most up-to-date information.


Royal & Sun Alliance Insurance Company of Canada. All rights reserved. ®RSA, RSA & Design and related words and logos are trademarks and the property of RSA Insurance Group plc, licensed for use by Royal & Sun Alliance Insurance Company of Canada.


Have questions about COVID-19? We’re here to answer them


Yes, as long as you booked your trip before the March 13th Government of Canada global travel advisory you are eligible for Trip Cancellation coverage.

Trips booked/Policy purchased prior to a formal travel advisory being issued:


As of March 13th, the Government of Canada issued an Official Global Travel Advisory, advising Canadians to avoid non-essential travel outside of Canada until further notice. This advisory applies to all international locations, including the USA. We encourage our customers to check their travel insurance policy to see if Trip Cancellation benefits are included.


Travel insurance policies instruct you to notify us of your claim on the day that the cause (insured risk) of cancellation, interruption or delay of trip occurs, or on the next business day. Due to the scope of this event, claims and assistance companies are experiencing an extremely high volume of calls. To alleviate this pressure, and ensure that people are not concerned that they will be penalized for not being able to get through, we are extending this period to notify us of a claim until April 30, 2020. This date may be extended as required, as this event is still changing rapidly.


As of March 14th, Global Affairs Canada is urging Canadians to return to Canada while commercial options are still available, stating that travel plans may be severely disrupted and Canadians may be forced to remain outside of Canada longer than expected.


We recognize that capacity within airlines or other travel suppliers may cause delays with your return. In the event of extenuating circumstances, and you are unable to get home, our customers’ health and safety are of the utmost concern. Rest assured your coverage will remain in place. With the increasing likelihood of additional border closures around the globe, we urge customers to act as quickly possible to make arrangements to return to Canada.

You can contact our claims partner, Global Excel Management using the phone number included in your insurance policy or on your wallet card. Due to the scope of this event, claims and assistance companies are experiencing an extremely high volume of calls. To alleviate this pressure, and ensure that people are not concerned that they will be penalized for not being able to get through, we are extending this period to notify us of a claim until April 30, 2020. This date will be revisited as required, as this event is still changing rapidly.


In order to prioritize customers who are experiencing a medical emergency, if you need to open a claim for Trip Cancellation and Interruption you may also open your claim online through Global Excel Management’s claim portal.


Click on the “Notify us of a Claim” on the top right of the page and the website will guide you through the submission process.

As of March 14th, Global Affairs Canada is urging Canadians to return to Canada while commercial options are still available, stating that travel plans may be severely disrupted and Canadians may be forced to remain outside of Canada longer than expected.


If your trip is interrupted due to a travel advisory being issued after your departure, coverage would apply. Your coverage will be limited to a period of 10 days from the date the travel advisory or formal notice was issued, or to a period that is reasonably necessary for you to safely evacuate the country, region, area or cruise.


We recognize that capacity within airlines or other travel suppliers may cause delays with your return. In the event of extenuating circumstances, and you are unable to get home, our customers’ health and safety are of the utmost concern. Rest assured your coverage will remain in place. With the increasing likelihood of additional border closures around the globe, we urge customers to act as quickly possible to make arrangements to return to Canada.

You can refer to your policy for specific details on how to claim and what will be covered.


  • You can contact Global Excel Management using the number included in your policy or on your wallet card, or through their claims portal.
  • You can contact Global Excel Management using the number included in your policy or on your wallet card, or through their claims portal.
  • You may be required to complete a Claim & Authorization form which provides additional details (see policy for details)

In order to prioritize customers who are experiencing a medical emergency, if you need to open a claim for Trip Cancellation and Interruption you may also open your claim online through Global Excel Management’s claim portal.


Click on the “Notify us of a Claim” on the top right of the page and the website will guide you through the submission process.


Travel insurance policies instruct you to notify us of your claim on the day that the cause (insured risk) of cancellation, interruption or delay of trip occurs, or on the next business day. Due to the scope of this event, claims and assistance companies are experiencing an extremely high volume of calls. To alleviate this pressure, and ensure that people are not concerned that they will be penalized for not being able to get through, we are extending this period to notify us of a claim until April 30, 2020. This date may be extended as required, as this event is still changing rapidly.


To ensure customers with earlier trips are able to submit their claim, we are currently accepting claims for travel beginning on or before April 30th.

As of March 13th, the Government of Canada issued an Official Global Travel Advisory, advising Canadians to avoid non-essential travel outside of Canada until further notice. This advisory applies to all international locations, including the USA. Because this travel advisory or formal notice was issued after your departure date, your coverage under this policy will be limited to a period of 10 days from the date the travel advisory or formal notice was issued, or to a period that is reasonably necessary for you to safely evacuate the country, region, area or cruise.


Travel insurance policies instruct you to notify us of your claim on the day that the cause (insured risk) of cancellation, interruption or delay of trip occurs, or on the next business day. Due to the scope of this event, claims and assistance companies are experiencing an extremely high volume of calls. To alleviate this pressure, and ensure that people are not concerned that they will be penalized for not being able to get through, we are extending this period to notify us of a claim until April 30, 2020. This date will be revisited as required, as this event is still changing rapidly.


As of March 14th, Global Affairs Canada is urging Canadians to return to Canada while commercial options are still available, stating that travel plans may be severely disrupted and Canadians may be forced to remain outside of Canada longer than expected.


We recognize that capacity within airlines or other travel suppliers may cause delays with your return. In the event of extenuating circumstances, and you are unable to get home, our customers’ health and safety are of the utmost concern. Rest assured your coverage will remain in place. With the increasing likelihood of additional border closures around the globe, we urge customers to act as quickly possible to make arrangements to return to Canada.


To ensure customers with earlier trips are able to submit their claim, we are currently accepting claims for travel beginning on or before April 30th.


In order to prioritize customers who are experiencing a medical emergency, if you need to open a claim for Trip Cancellation and Interruption you may also open your claim online through Global Excel Management’s claim portal.


Click on the “Notify us of a Claim” on the top right of the page and the website will guide you through the submission process.

You can contact our claims partner, Global Excel Management using the phone number included in your insurance policy or on your wallet card.


In order to prioritize customers who are experiencing a medical emergency, if you need to open a claim for Trip Cancellation and Interruption you may also open your claim online through Global Excel’s claim portal.


Click on the “Notify us of a Claim” on the top right of the page and the website will guide you through the submission process.


Due to the scope of this event, claims and assistance companies are experiencing an extremely high volume of calls. To alleviate this pressure, and ensure that people are not concerned that they will be penalized for not being able to get through, we are extending this period to notify us of a claim until April 30, 2020. This date will be extended if required, as this event is still changing rapidly.


To ensure customers with earlier trips are able to submit their claim, we are currently accepting claims for travel beginning on or before April 30th.


As of March 14th, Global Affairs Canada is urging Canadians to return to Canada while commercial options are still available, stating that travel plans may be severely disrupted and Canadians may be forced to remain outside of Canada longer than expected.

We recognize that capacity within airlines or other travel suppliers may cause delays with your return. In the event of extenuating circumstances, and you are unable to get home, our customers’ health and safety are of the utmost concern. Rest assured your coverage will remain in place. With the increasing likelihood of additional border closures around the globe, we urge customers to act as quickly possible to make arrangements to return to Canada.

Your coverage for emergency medical or trip interruption benefits will end as of March 23th or as soon as reasonable for you to safely evacuate the country, region, area or cruise.


As of March 13th, the Government of Canada issued an Official Global Travel Advisory, advising Canadians to avoid non-essential travel outside of Canada until further notice. This advisory applies to all international locations, including the USA. Because this travel advisory or formal notice was issued after your departure date, your coverage under this policy will be limited to a period of 10 days from the date the travel advisory or formal notice was issued, or to a period that is reasonably necessary for you to safely evacuate the country, region, area or cruise, subject to the limitations and exclusions of the policy.


As of March 14th, Global Affairs Canada is urging Canadians to return to Canada while commercial options are still available, stating that travel plans may be severely disrupted and Canadians may be forced to remain outside of Canada longer than expected.


We recognize that capacity within airlines or other travel suppliers may cause delays with your return. In the event of extenuating circumstances, and you are unable to get home, our customers’ health and safety are of the utmost concern. Rest assured your coverage will remain in place. With the increasing likelihood of additional border closures around the globe, we urge customers to act as quickly possible to make arrangements to return to Canada.

As of March 14th, Global Affairs Canada is urging Canadians to return to Canada while commercial options are still available, stating that travel plans may be severely disrupted and Canadians may be forced to remain outside of Canada longer than expected.


As of March 13th, the Government of Canada issued an Official Global Travel Advisory, advising Canadians to avoid non-essential travel outside of Canada until further notice. This advisory applies to all international locations. Because this travel advisory or formal notice was issued after your departure date, your coverage under this policy will be limited to a period of 10 days from the date the travel advisory or formal notice was issued, or to a period that is reasonably necessary for you to safely evacuate the country, region, area or cruise. If the earliest reasonable date that you could return was 12 days after a formal notice was issued, your medical coverage would still apply.


We recognize that capacity within airlines or other travel suppliers may cause delays with your return. In the event of extenuating circumstances, and you are unable to get home, our customers’ health and safety are of the utmost concern. Rest assured your coverage will remain in place. With the increasing likelihood of additional border closures around the globe, we urge customers to act as quickly possible to make arrangements to return to Canada.

This advisory is considered the same as any other advisory to "Avoid all travel" or "Avoid non-essential travel". There are some limitations and exclusions which are important to understand, specifically around the timing of your trip and the timing of Government of Canada Travel advisories.


If the Government of Canada issues a travel advisory or formal notice before your departure date, advising travelers to "Avoid all travel", "Avoid non-essential travel" or "Avoid all cruise ship travel", medical emergency coverage will be excluded/limited.


If the travel advisory or formal notice is issued after your departure date, your coverage under this policy will be limited to a period of 10 days from the date the travel advisory or formal notice was issued, or to a period that is reasonably necessary for you to safely evacuate the country, region, area or cruise.


We recognize that capacity within airlines or other travel suppliers may cause delays with your return. In the event of extenuating circumstances, and you are unable to get home, our customers’ health and safety are of the utmost concern. Rest assured your coverage will remain in place. With the increasing likelihood of additional border closures around the globe, we urge customers to act as quickly possible to make arrangements to return to Canada.

No, purchasing a trip to a location which is currently under an applicable travel advisory will not be covered for Trip Cancellation as a result of the travel advisory, even if the travel advisory is later removed. The travel advisory/formal notice by the Canadian Government would have had to be issued after the purchase of your trip and prior to your departure date for Trip Cancellation Benefits related to the advisory to be available.


Trip Cancellation benefits will still apply if you need to cancel due to another insured reason outlined in your policy (ex. A family member passes away).


Assuming the formal advisories are still in place, can I cancel right up to the day I was planning to leave? (What is time limit on making a Trip Cancellation claim, does it have to be now?).


Travel insurance policies instruct you to notify us of your claim on the day that the cause (insured risk) of cancellation, interruption or delay of trip occurs, or on the next business day. Due to the scope of this event, claims and assistance companies are experiencing an extremely high volume of calls. To alleviate this pressure, and ensure that people are not concerned that they will be penalized for not being able to get through, we are extending this period to notify us of a claim until April 30, 2020. This date may be extended as required, as this event is still changing rapidly.


To ensure customers with earlier trips are able to submit their claim, we are currently accepting claims for travel beginning on or before April 30th.


In order to prioritize customers who are experiencing a medical emergency, if you need to open a claim for Trip Cancellation and Interruption you may also open your claim online through Global Excel Management’s claim portal.


Click on the “Notify us of a Claim” on the top right of the page and the website will guide you through the submission process.

As of March 14th, Global Affairs Canada is urging Canadians to return to Canada while commercial options are still available, stating that travel plans may be severely disrupted and Canadians may be forced to remain outside of Canada longer than expected.


Travel insurance is designed to cover losses arising from sudden and unforeseeable circumstances. If you are diagnosed with the Coronavirus while travelling, you may have coverage. There are some limitations and exclusions which are important to understand, specifically around the timing of your trip and the timing of Government of Canada Travel advisories.


If the Government of Canada issues a travel advisory or formal notice before your departure date, advising travelers to "Avoid all travel", "Avoid non-essential travel" or "Avoid all cruise ship travel", medical emergency coverage will be excluded/limited


If the travel advisory or formal notice is issued after your departure date, your coverage under this policy will be limited to a period of 10 days from the date the travel advisory or formal notice was issued, or to a period that is reasonably necessary for you to safely evacuate the country, region, area or cruise, subject to the limitations and exclusions of the policy.


We recognize that capacity within airlines or other travel suppliers may cause delays with your return. In the event of extenuating circumstances, and you are unable to get home, our customers’ health and safety are of the utmost concern. Rest assured your coverage will remain in place. With the increasing likelihood of additional border closures around the globe, we urge customers to act as quickly possible to make arrangements to return to Canada.

Exclusions for pre-existing medical conditions may apply to medical conditions and/or symptoms that existed before your trip. Refer to your policy to determine how these exclusions affect your coverage and how they relate to your departure date.

Travel insurance policies instruct you to notify us of your claim on the day that the cause (insured risk) of cancellation, interruption or delay of trip occurs, or on the next business day. Due to the scope of this event, claims and assistance companies are experiencing an extremely high volume of calls. To alleviate this pressure, and ensure that people are not concerned that they will be penalized for not being able to get through, we are extending this period to notify us of a claim until April 30, 2020. This date may be extended as required, as this event is still changing rapidly.


To ensure customers with earlier trips are able to submit their claim, we are currently accepting claims for travel beginning on or before April 30th.


In order to prioritize customers who are experiencing a medical emergency, if you need to open a claim for Trip Cancellation and Interruption you may also open your claim online through Global Excel Management’s claim portal.


Click on the “Notify us of a Claim” on the top right of the page and the website will guide you through the submission process.

Policies that include coverage for Trip Cancellation and Trip Interruption are typically not refundable after the effective date of coverage. Refer to your policy, as some allow refunds when your travel supplier cancels your trip and waives all penalty fees.

Trips booked/Policy purchased prior to March 9, 2020: This advisory is considered the same as any other advisory to "Avoid all travel", "Avoid non-essential travel". Cruises booked prior to the advisory are eligible for trip cancellation coverage – a cruise booked after the advisory is issued is not eligible. Please contact your cruise company or tour operator first to determine what refunds or credits are available.

Trip Cancellation/Trip Interruption insurance is designed to cover losses arising from sudden and unforeseeable circumstances.


You are covered for amounts that are not reimbursed through refund, voucher or credit. Changing your mind with regards to the type of trip is not an insured risk.

As of March 14th, Global Affairs Canada is urging Canadians to return to Canada while commercial options are still available, stating that travel plans may be severely disrupted and Canadians may be forced to remain outside of Canada longer than expected.


As of March 13th, the Government of Canada issued an Official Global Travel Advisory, advising Canadians to avoid non-essential travel outside of Canada until further notice. This advisory applies to all international locations. Because this travel advisory or formal notice was issued after your departure date, your coverage under this policy will be limited to a period of 10 days from the date the travel advisory or formal notice was issued, or to a period that is reasonably necessary for you to safely evacuate the country, region, area or cruise.


If you are able to fix your car within a reasonable amount of time, your coverage will continue until you are able to come home. If this is not possible, your policy may contain benefits and limits to cover transportation back to your departure point.


We recognize that capacity within airlines or other travel suppliers may cause delays with your return. In the event of extenuating circumstances, and you are unable to get home, our customers’ health and safety are of the utmost concern. Rest assured your coverage will remain in place. With the increasing likelihood of additional border closures around the globe, we urge customers to act as quickly possible to make arrangements to return to Canada.

As of March 13th, the Government of Canada issued an Official Global Travel Advisory, advising Canadians to avoid non-essential travel outside of Canada until further notice. This advisory applies to all international locations. Because this travel advisory or formal notice was issued after your departure date, your coverage under this policy will be limited to a period of 10 days from the date the travel advisory or formal notice was issued, or to a period that is reasonably necessary for you to safely evacuate the country, region, area or cruise.


As of March 14th, Global Affairs Canada is urging Canadians to return to Canada while commercial options are still available, stating that travel plans may be severely disrupted and Canadians may be forced to remain outside of Canada longer than expected.


We recognize that capacity within airlines or other travel suppliers may cause delays with your return. In the event of extenuating circumstances, and you are unable to get home, our customers’ health and safety are of the utmost concern. Rest assured your coverage will remain in place. With the increasing likelihood of additional border closures around the globe, we urge customers to act as quickly possible to make arrangements to return to Canada.

Travel insurance policies instruct you to notify us of your claim on the day that the cause (insured risk) of cancellation, interruption or delay of trip occurs, or on the next business day. Due to the scope of this event, claims and assistance companies are experiencing an extremely high volume of calls. To alleviate this pressure, and ensure that people are not concerned that they will be penalized for not being able to get through, we are extending this period to notify us of a claim until April 30, 2020. This date will be extended if required, as this event is still changing rapidly.


To ensure customers with earlier trips are able to submit their claim, we are currently accepting claims for travel beginning on or before April 30th.


In order to prioritize customers who are experiencing a medical emergency, if you need to open a claim for Trip Cancellation and Interruption you may also open your claim online through Global Excel Management’s claim portal.


Click on the “Notify us of a Claim” on the top right of the page and the website will guide you through the submission process.

As of March 13th, the Government of Canada issued an Official Global Travel Advisory, advising Canadians to avoid non-essential travel outside of Canada until further notice. This advisory applies to all international locations, including the USA.


You would be covered for a maximum of 10 days from the date of the advisory or to a period that is reasonably necessary to safely evacuate that area. If you cannot reasonably return because your quarantine is not over, a top-up or extension may need to be purchased to ensure continued coverage.


As of March 14th, Global Affairs Canada is urging Canadians to return to Canada while commercial options are still available, stating that travel plans may be severely disrupted and Canadians may be forced to remain outside of Canada longer than expected.


We recognize that capacity within airlines or other travel suppliers may cause delays with your return. In the event of extenuating circumstances, and you are unable to get home, our customers’ health and safety are of the utmost concern. Rest assured your coverage will remain in place. With the increasing likelihood of additional border closures around the globe, we urge customers to act as quickly possible to make arrangements to return to Canada.