Effective Date: March 26, 2020
Please note: This FAQ document replaces any and all previous versions.
Currently Available in English Only.
Can I receive COVID-19 testing even if I have no symptoms?
Since medical benefits are largely limited to expenses related to unforeseen emergencies requiring immediate attention, elective testing for COVID-19 is unfortunately not covered. If you are in Canada, please check with your province’s Ministry of Health for COVID-19 testing details. For example, in Ontario, COVID-19 testing is covered at no charge, regardless of your eligibility under the Ontario Health Insurance Plan.
Where do I go for COVID-19 testing?
If you are in Canada, please visit the website for your province’s Ministry of Health to view a list of assessment centres in your area.
Are over-the-counter COVID-19 screening kits (such as those available in pharmacies) covered?
Unfortunately, over-the-counter medications, including screening kits, are not covered.
Does my policy cover medical expenses related to COVID-19?
It should be noted that all Canuck Voyage policies cover reasonable and customary costs for eligible emergency expenses related to COVID-19, subject to all policy limitations, exclusions, and provisions. COVID-19 coverage remains valid even when an advisory to avoid all or non-essential travel is in place.
If you are insured by one of our partners, please contact your insurance provider, using the contact information in your insurance documents, to confirm eligible costs related to COVID-19 under your specific policy.
Will my policy provide repatriation coverage if I get COVID-19 and need to be returned to my home country?
Unfortunately, our in-house Assistance service excludes coverage for repatriation that requires transportation in a biohazard isolation unit. However, repatriation coverage may be provided under one of our partners’ plans if you are quarantined, hospitalized or repatriated. It is best to check your policy wording or contact your insurer directly, using the contact information in your insurance documents, as coverage may vary.
Am I covered by trip cancellation or trip interruption insurance?
Eligibility for trip cancellation or trip interruption coverage is determined by Canadian insurers on an individual policy basis. Policies purchased after the issuance of the Government of Canada’s global travel advisory on March 13, 2020 may not provide coverage for trips cancelled due to COVID-19. It is best to check your policy wording or contact your insurer directly as coverage may vary.
What do I do if I get sick while I am travelling?
If you feel symptoms related to COVID-19, contact MSH Assistance at 1-866-883-9787, toll-free within Canada or the United States, or at 1-416-640-7865, from anywhere in the world.
Assistance will help to assess your symptoms and direct you, as needed, to a hospital or clinic for appropriate care. Depending on your specific situation, MSH Assistance is also available to:
- Provide interpretation services to help you better communicate with health care personnel
- Advance funds to a service provider if fees for medical care are required to be paid upfront
- Monitor your case through to recovery.
When consulting with a doctor, be sure to disclose any visits to high-risk areas or contact with anyone with visible COVID-19 symptoms.
Will I be covered for self-isolation or quarantine—for example, if a hotel room is needed?
Precautionary quarantines for travellers due to government restrictions, including upon arrival at a destination or upon return to their home country, are not covered under our Discover Canada policy. However, if your return to your home country is delayed due to a precautionary quarantine, your coverage can be extended, provided you remain eligible. Coverage is automatically extended for up to five days under certain circumstances (for example, a delayed return due to flight disruption or hospitalization).
Canuck Voyage policyholders hospitalized due to COVID-19 infection will be covered as with any illness. However, this does not include self-isolation in a non-hospital setting as our in-house policies do not cover additional living expenses.
If you are insured by one of our partners, please contact your insurer to confirm eligible costs related to COVID-19, including emergency medical and quarantine expenses, under your specific policy.
Will my policy limit or end coverage if an official advisory is issued by the Government of Canada?
While most policies exclude expenses incurred in locations for which an advisory was issued before departure, COVID-19 coverage under our Canuck Voyage plan remains valid subject to all policy limitations, exclusions, and provisions, even when an advisory to avoid all or non-essential travel is in place.
If you are insured by one of our partners, please contact your insurer to confirm the impact of travel advisories on your coverage.
Can I still mail information such as original documents regarding claims to MSH International?
While our offices are still open and mail continues to be delivered, we kindly ask that claims and supporting information be submitted online or via email.
What if I get sick returning to Canada from abroad?
If you have travelled abroad, or have been in contact with someone who has, we advise that you:
- Stay home and avoid contact with others for 14 days
- Contact your local public health authority within 24 hours of your arrival in Canada
- Follow up with your health care professional.
If you develop a fever, cough, or have difficulty breathing in the 14 days after your return:
- Call your health care provider or your local public health authority
- Disclose your symptoms as well as your travel history to an area under advisory or with an outbreak, and/or any contact you may have had with anyone with related symptoms.
If you are sick and need medical attention in Canada:
– Notify the medical clinic or hospital in advance. Disclose your symptoms and/or your travel abroad. DO NOT take public transit, an Uber, or a taxi!
– Wear a mask while waiting for or receiving treatment to prevent spreading the illness
If you feel sick before your departure for Canada:
– DO NOT use any form of public transportation
– Seek medical attention immediately
If you feel sick during travel to or upon your arrival in Canada:
– Inform the flight attendant, cruise staff, or a border services agent. They will decide whether medical assessment by a quarantine officer is needed
What is my coverage for COVID-19 while travelling?
All Canuck Voyage policies cover reasonable and customary costs for eligible emergency medical expenses related to COVID-19, subject to all policy limitations, exclusions, and provisions. COVID-19 coverage remains valid even when an advisory to avoid all or non-essential travel is in place. However, this does not include self-isolation in a non-hospital setting as our policies do not cover additional living expenses.
If you are insured by one of our partners, COVID-19 coverage may be provided as part of your regular emergency medical plan or as a supplemental add-on (which may include coverage for related emergency medical and quarantine expenses). Please contact your insurer, using the contact information in your insurance documents, to confirm eligible costs related to COVID-19 under your specific policy.
Can medical or quarantine insurance be arranged if my departure from a country is delayed?
We continue to offer our customers a variety of travel medical insurance policies; however, coverage under these policies is affected by the COVID-19 pandemic. Due to the issuance of Government of Canada’s global advisory against non-essential travel outside Canada on March 13, 2020, these policies are unlikely to cover any expenses related to COVID-19. Travel medical insurance policies purchased for effective dates before March 13, 2020 may continue to cover unforeseen medical expenses related to COVID-19, provided the advisory did not include your travel destination. It is best to check your policy wording for specific details.
Quarantines imposed due to travel restrictions are not typically covered under travel medical insurance policies. While these policies may include trip interruption coverage for unforeseen living expenses such as hotels and meals, the availability of these trip disruption benefits in relation to COVID-19 may be impacted by the Government of Canada’s global advisory.
What is my coverage if I have extended my trip outside of Canada?
Canadian travel medical insurance policies can typically be extended after departure, provided certain conditions are met (for example, the traveller remains eligible for coverage, has not required medical attention since departure, and has no claims pending or incurred).
It must be noted that the Government of Canada’s global advisory against non-essential travel due to COVID-19 may affect coverage available for expenses related to COVID-19 during the coverage extension. It is best to check your policy wording, or contact us for help in determining the availability of an extension for your policy.
Will I be covered if I cancel my trip to a high-risk country?
The Canuck Voyage policy does not include trip cancellation benefits. Premium refunds are available in full for requests received before the policy effective date.
If you have purchased a trip cancellation policy from one of our partners, you may be eligible for high-risk cancellation coverage, depending on your insurance plan. Please check your policy wording or contact your insurer directly, using the contact information in your insurance documents for more details.
Will a full or partial refund be issued if I return early or cancel my trip?
Premium refunds are available in full for requests received before the policy effective date, provided no claims have been made. Refunds for early returns are available as per your policy terms, provided no claims have been made, less a $25 refund fee. The minimum refund amount is $20.
Will I need to return to Canada after a government-issued advisory?
It is best to contact the Canadian consular services in your destination country for guidance. Please visit travel.gc.ca to review individual reports for each destination country.
The Canuck Voyage policy excludes expenses related to reasons for which a Government of Canada travel advisory was issued prior to departure, except for costs related to COVID-19. However, if such an advisory is issued after the departure date, this exclusion does not require insured individuals to return to Canada within a certain time frame.
You can also call 416-730-8488 (or toll-free at 1-800-360-3234) to speak with a customer service representative or email us at email@example.com