Travel

Travel

In light of the ongoing pandemic, we recommend that all our members and clients listen to the advice of the federal and provincial governments. At this time, all Canadians should avoid non-essential travel and return home as soon as possible. We urge you to take this warning seriously. As the global situation continues to worsen and resources abroad become unavailable, we might not be able to help you.

We have a message for the thousands of members and clients who are trying to get back into Canada right now: You aren't alone.

We're offering our travel assistance services free of charge to all our personal and business members. Wherever you're travelling, you can contact us at any time for general or medical advice and assistance.

What's more, if you have travel insurance with us, that coverage can help ease some of the financial burden caused by this situation.

We're also working hard to help our members and clients whose future travel plans have changed because of the pandemic. These circumstances are unprecedented, but we're doing what we can to speed up our claims process.

We want you to feel supported and get your claims processed as quickly as possible.

Relief measures for auto insurance policyholders

Helping Canadians return from the United States

  • We're adding liability coverage for rented or borrowed vehicles (Endorsement 27) to our car insurance policies at no charge. So if you need to rent a car to drive back from the United States, you won't need to pay for the rental company's insurance.
  • If your car is in the United States longer than expected, you'll also be covered for this period of time at no extra cost.
  • These coverages will apply automatically. There's no need to call us.

You're currently on a trip

I'm stuck in another country. How can Desjardins help me?

  • We can help you book a plane ticket home (where airlines are still operating) or sign up for one of the flights being organized by the federal government.
  • We can find new accommodations if your hotel is closing.
  • We can contact a translator to help you buy medicine at a pharmacy, speak with a healthcare professional or give your cab driver directions.
  • We can tell you how to contact the embassy or other government agencies for assistance or to extend your visa.

If you need emergency care, we have a team of doctors and nurses on hand to support you:

  • You can call us for help renewing a prescription or finding a healthcare facility.
  • We can go over your medical records and your care with you and the healthcare professionals treating you.

We can help you with the high costs associated with extending your trip, getting back to Canada or accessing emergency healthcare.

  • You'll have access to financial aid for your temporary living expenses if you're unable to return home on your planned date.
  • We can pay for new plane tickets on your behalf.
  • We can also pay for emergency hospitalization costs on your behalf in the vast majority of facilities around the world.
  • No matter what your situation, we want to give you peace of mind. If you're unable to return to Canada, we'll extend your emergency healthcare coverage at no cost.

Our telephone assistance service is available any time, anywhere. Call us at 1-800-465-7822.

Submit a claim online

See our FAQ

I had an upcoming trip planned

Did you have an upcoming trip planned? We're here to answer all of your questions.

  • We're fully staffed and ready to answer your questions.
  • These circumstances are unprecedented, but we're doing what we can to speed up our claims process. We want to get your claims processed as quickly as possible.

See our FAQ

How do I submit a claim?

This situation is unprecedented, but we're doing everything we can to help our members and clients as quickly as possible.

Given the high volume of claims we're processing, we've decided to prioritize members and clients with upcoming departure dates.

If your trip isn't due to start in the next 30 days, please hold off on submitting your claim.

Of course, if your situation is particularly urgent or complex, we're here for you. We'll be looking at all special claims on a case-by-case basis.

If your trip was scheduled to begin in the next 30 days, please use our online services.

  • You can submit your claim online. Use your computer or mobile device to access our site.

No matter what your situation is, Desjardins is here to help. We offer personalized support, tailored to your specific needs.

Stay on top of the latest developments related to the coronavirus

Information from Health Canada about COVID-19

Travel advice from Health Canada

World Health Organization

FAQ

If you're currently out of the country

Last update: March 28, 2020

  • If you already purchased Trip Cancellation insurance

    You can find information in AccèsD or the Desjardins app in the Life and health insurance section under My insurance documents.

  • If you purchased your trip with your Odyssey Gold Visa, Odyssey World Elite Mastercard, Odyssey Visa Infinite Privilege, Platinum Visa or Prestige Platinum Visa credit card:

    You have comprehensive travel insurance, including trip cancellation coverage, up to $2,500 per person. Note that with the Prestige Platinum Visa, your coverage goes up to $2,000 per person.

  • If you have group insurance

    Please see our group insurance FAQ.

If you need emergency assistance related to your trip outside of Canada, please contact us. We can help you with the things you need to do to get home, including contacting your travel provider to organize your trip home.

You can also contact the Canadian embassy, which offers consular services for Canadians abroad. The embassy can tell you what steps you need to take to get back to Canada.

See the directory of embassies and consulates

If you need emergency assistance with a trip abroad, you can make a request online at any time.

Fill out the online emergency contact form

We recommend using the Government of Canada's Registration of Canadians Abroad service, which will help the government contact and assist you in case of an emergency abroad.

Fill out the Registration of Canadians Abroad form

If you don't have the financial means to come back home, you can apply for the COVID-19 Emergency Loan Program for Canadians Abroad.

Go to the Frequently asked questions - COVID-19 Emergency Loan Program for Canadians Abroad

If you have Trip Cancellation insurance, you'll be reimbursed:

  • $200 per day, per insured person, for your additional living expenses (accommodation, meals, transportation, etc.) up to a maximum of $2,000 per insured person.
  • The cost of changing the date and/or time of a ticket you purchased from a scheduled carrier (plane, boat, train, bus). The new ticket must be a one-way economy class ticket that takes the most direct route to get you to your starting destination.
  • The unused and non-refundable portion of payments you made in advance to a travel services provider for land arrangements.

If you have Emergency Health Care insurance and your return home is delayed because you are ill, you'll be reimbursed:

  • $200 per day, per insured person, for your additional living expenses (accommodation, meals, transportation), up to a maximum of $2,000 per insured person.

Important: To be eligible for the travel insurance period extension, you need to have purchased your insurance before your departure and for the full scheduled duration of your trip.

Yes, if your departure date was before March 13, 2020, that is, before the Government of Canada advised against non-essential travel outside the country.

If a government advisory was issued prior to March 13, 2020, for your destination (this is the case for China, Italy, Iran and any cruise trips), the date of that advisory will be the date that applies.

If you have group insurance, please log in to your online account for more information.

If you had an upcoming trip planned

Last update: March 28, 2020

If you have group insurance, please refer to the group insurance FAQ.

No. However, our Trip Cancellation insurance covers risks that are unknown at the time of purchase.

As per the advisory issued by the Government of Canada on March 13, 2020, you should avoid ALL TRAVEL outside of Canada until further notice.

Please visit the Government of Canada website for updates.

If you bought your ticket and Trip Cancellation insurance before March 13, 2020, your cancellation costs will be covered.

If a government advisory was issued prior to March 13, 2020, for your destination (this is the case for China, Italy, Iran and any cruise trips), the date of that advisory will be the date that applies.

If you bought your ticket and Trip Cancellation insurance on or after March 13, 2020, your cancellation costs will not be covered.

Given the high volume of claims we're processing, we've decided to prioritize members and clients with upcoming departure dates.

If your trip isn't due to start in the next 30 days, please hold off on submitting your claim.

Of course, if your situation is urgent or complex, we're here for you. We'll be looking at all special claims on a case-by-case basis.

We know that some of our members and clients would prefer to be reimbursed through their trip cancellation insurance instead of getting a travel credit from their travel provider.

However, we will only reimburse you if you have no other way of being compensated. A travel credit is considered a reimbursement. That means if you refuse it, you won't be reimbursed through your Trip Cancellation insurance.

We understand that the current situation may have our members and clients worried about their finances. Desjardins is introducing special relief measures for people who are experiencing financial difficulty.

Depending on your situation, you could be eligible for payment relief on all your financing products with us.

These measures won't have any negative impact on your credit rating.

  1. This excludes countries that had a government-issued travel advisory in effect before March 13 asking citizens to avoid non-essential travel or avoid all travel.