Travel

Travel

Over the past few weeks, emergency measures to curb the spread of COVID-19 have given way to a gradual easing of restrictions, enabling us to resume operations.

During this ongoing extraordinary situation, we remind all our members and clients with travel insurance to follow government recommendations regarding travel outside their province of residence.

We're working hard for you. Your satisfaction is our priority.

You 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 you 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 or your deposit isn't due 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.

  • Before you submit a claim, check whether the payment terms specified by your travel service provider have changed. If your provider offers you a travel credit, see our FAQ section for everything you need to know on this topic.
  • If your trip was scheduled to begin more than 30 days from now but you have to provide a deposit within the next 30 days, we recommend that you don't provide the deposit and cancel your trip right away. This way you can limit any payments you make to your travel service provider.
    Important: The Government of Canada advisory against all non-essential travel is still in effect. Any deposit you make will not be refunded if you cancel or change your trip.
  • You can submit your claim online using your computer or mobile device.

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

FAQ

I'm 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 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.

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.

I had an upcoming trip planned

Last update: March 28, 2020

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

No. Our Emergency Health Care coverage has an exclusion that states that no expenses will be reimbursed for an accident or illness that occurs while you're travelling in a country or region that the Canadian government had advised against visiting before you started your trip.

However, you can get Emergency Health Care coverage if your trip meets the Government of Canada’s criteria for exemptions to travel restrictions.

Please contact us to confirm insurance coverage for your essential trip.

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

Please visit the Government of Canada website for updates.

If you bought your trip or Trip Cancellation coverage before March 13, 2020, you will be covered if, on the date of your departure, an advisory issued by the Government of Canada warning against non-essential travel was in effect.

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, you will not be covered for any expenses resulting from COVID-19.

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.

We're currently unable to send confirmation of receipt emails for claims sent to us by mail. However, rest assured that we are processing all claims. We're giving priority to cancellations of trips with a departure date scheduled in the next 30 days and trips that require a deposit in the next 30 days.