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Advisory: Insurers are asking clients to use on-line portals to check the status of the travel claims

Release Date: 04/16/2020
Staff Reference: Kevin Dorse

To help them process a very high number of claims, Canada’s travel insurers are encouraging clients to use on-line portals, where they are available, to check their claims rather than contacting call centres.

Travel insurers’ call centres are currently receiving an unprecedented number of calls and insurers are working to respond to everyone as quickly as possible.

To help reduce wait-times for yourself and those who are trying to make a claim, please do not contact your insurer’s call centre except to initiate a claim.

If you wish to know the status of a claim, please consider using your insurer’s on-line portal, where available, rather than calling. Call centre agents have access to the same information available to you on the on-line portals. In most cases, clients will be contacted by email or by mail once their claim has been processed.

Due to the unprecedented volumes of claims, it may take several weeks for your claim to be reviewed by your insurer. Please check your insurer's website for FAQs that may assist you.

We thank you for your patience, cooperation and understanding given the unprecedented volume of travel claims right now.

If you need to find your insurer’s website, check your contract or visit

To learn more about how the life and health insurers are responding to COVID-19, visit