Travel

Here is some information to guide you through the process.

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Consult the government of Canada and Quebec websites for the most recent instructions for travellers regarding COVID-19. 

Frequently Asked Questions

If you’re outside the country

I'm abroad and I'm sick, what should I do?

Your health is important to us. Call us at 514-286-8345 (collect) before taking any action. We'll guide you through the steps to follow so that you are well taken care of. This will ensure that you are reimbursed for all eligible health expenses incurred abroad. 

I’m abroad and I’m not sick. What should I do?

Canada's health insurers and the Government of Canada are urging you to take immediate measures to return to Canada while flights are still available.

The Government of Canada is providing financial assistance for travel arrangements. Some airlines are also offering free services in support of the Government of Canada’s travel advisory to return home immediately. Please contact Canada's consular officers for urgent travel assistance.

It is important to us to inform you that choosing to remain outside Canada could result in changes or complications for your health insurance coverage, including:

  • If you are covered, it will become very difficult for insurers to transport you to your home province in the event of a medical emergency.

I'm abroad and want to get back to Canada, what should I do?

First contact your airline or travel agency to move up your return date. You'll be able to make a claim when you return to Canada.

Am I covered if I interrupt my trip because of the coronavirus (COVID-19)?

If a government travel advisory (level 3 or 4) came into effect on the date of departure from your province of residence, your claim may be admissible.
  
If a government travel advisory (level 3 or 4) came into effect after the date of departur  from your province of residence, you will have to take the necessary measures to comply with the advisory as soon as possible. Consult the travel advisories on the Government of Canada website.
  
If a government travel advisory (level 3 or 4) was in effect before your departure, you cannot make a claim.

Is my trip insured for emergency medical care?

If the government travel advisory (level 3 or 4) was in effect before you purchased your trip or before your departure date, your trip is not covered, and you cannot make a claim.
  
If the government travel advisory (level 3 or 4) came into effect after your departure date, your trip is covered for eligible emergency medical care (if your file meets other medical eligibility criteria indicated in the insurance certificate).

If you have a trip planned

My trip is more than a month away, what should I do?

We're getting a lot of calls about this right now. As the situation is changing rapidly, we ask that you contact us approximately one week before you are due to leave. We will have more up-to-date information closer to your departure date.  
  
The government issued two advisories on March 13, 2020: Level 3 Notice - Avoid all non-essential travel and Level 4 Notice - Avoid all travel outside of Canada. If you purchased your trip before the travel advisory and the advisory is still in effect when you are due to leave, you can submit a claim.  
  
We recommend that you follow the government advisories. If you still decide to leave, you will not be covered for trip interruption or emergency medical treatment. Information about the care, situation, and cost of these coverages can be found in your insurance certificate.  
  
Consult the COVID-19 notices for your destination on the government's travel advisory webpage.

What does the trip cancellation and interruption insurance cover?

It covers certain expenses related to trip cancellation or interruption that you paid with your credit card, such as unused and non-refundable travel expenses, transportation schedule change fees, or certain living expenses. Information concerning which expenses are covered can be found in your insurance certificate.  
  
If you have to interrupt, postpone, cancel or extend your trip, you must refer to a list of predetermined reasons. This list includes the Government of Canada's recommendation not to travel to your planned destination. For more information, refer to your Certificate of Insurance > section Trip Cancellation and Interruption > Covered Causes for Cancellation and Interruption: Mastercard PlatinumMastercard WorldMastercard World Elite.

Am I covered under my individual travel insurance if I cancel my trip or cruise because of the coronavirus (COVID-19)?

 

If you have individual travel insurance with National Bank Life Insurance, call 514-871-7500 or 1-877-871-7500 to find out if you are covered.  
  
There are three possible scenarios: If a government travel advisory (level 3 or 4) is in effect when you leave or within 30 days before your departure date and was issued after you purchased your trip, you can make a claim. This 30-day delay is exceptional due to the current situation. It may be modified at any time without notice.  
  
If a government travel advisory (level 3 or 4) was in effect before you purchased your trip, you cannot make a claim. However, we will agree to refund your travel insurance premium.  
  
If there is no government travel advisory (level 3 or 4) in effect during the 30 days preceding your departure date, you cannot make a claim.  Call us at 514-871-7500 or 1-877-871-7500 approximately one week before your trip. We will have more up-to-date information closer to your departure date.

Am I covered under my credit card travel insurance if I cancel my trip or cruise because of the coronavirus (COVID-19)?

If you have a travel credit card—Mastercard PlatinumMastercard WorldMastercard World Elite—and your travel agency offers you a travel credit (rather than a refund) or your airline has not cancelled your flight but you choose to cancel your trip, there are three possible scenarios:  
  
If a government travel advisory (level 3 or 4) is in effect when you leave or after you purchase your trip, your claim may be admissible.  
  
If a government travel advisory (level 3 or 4) was in effect before you purchased your trip, you cannot make a claim. We recommend that you follow the government's travel recommendations. If there is no government travel advisory (level 3 or 4) in effect on your departure date, you cannot make a claim.  
  
Check the CanAssistance website about a week before your trip.  
  
We will have more up-to-date information closer to your departure date.

My travel agency is offering me a travel credit, but I would rather get a refund. Is that possible?

Depending on the purchase and departure dates of your trip, your claim should be admissible. You cannot benefit from both a credit and refund. Check the maximum amount insured for a cancellation in the insurance certificate of your Mastercard PlatinumMastercard World, or Mastercard World Elite credit card.  
  
Refer to the three possible scenarios to determine if you must submit your claim to your individual travel insurance or the insurance of your travel credit card.

The airline hasn’t cancelled my flight. Can I still get a refund?

Depending on the purchase and departure dates of your trip, your claim should be admissible. Refer to the three possible scenarios to determine if you must submit your claim to your individual travel insurance or the insurance of your travel credit card.

If I cancel my trip, what will happen to the travel credit I received when I redeemed my Mastercard rewards points?

After cancelling your trip, you will keep your travel credit.

I redeemed my Mastercard rewards points for a travel discount, but I cancelled my trip. What amount can I claim?

If your service provider agrees to reimburse you, or if your cancellation claim is admissible, it is the amount paid with the credit card including the Trip Cancellation Protection that may be eligible for a claim*, regardless of whether you retained the travel credit or not. The credit cards that include this protection are Mastercard PlatinumMastercard World, and Mastercard World Elite.

*Without exceeding the maximum trip cancellation coverage for your card.

If you want to make a claim

How do I make a claim?

Complete the claims form on the CanAssistance website. Be as specific as possible. If you send the completed form by mail, include the supporting documents in the envelope. If you send it by email, include all the relevant information. All this information will help us assess and process your request.

If the Insurer accepts the claim, it will pay, at the latest within 60 days of receipt of all the documents requested by the Insurer. If the request is refused, a notice will be sent within the same period. If you have questions about the response you receive, call CanAssistance at 1-888-235-2645 or 514-286-8345.

If you have individual travel insurance, you can also make a claim with:

If you have insurance under your Mastercard PlatinumMastercard World, or Mastercard World Elite travel credit card, other claims are possible.

To check, contact:

  • Your airline, travel agency or cruise ship company
  • The Consumer Protection Office at 1-888-672-2556 (process to obtain a refund)
  • Indemnity fund, Travel Industry Council of Ontario at 1-888-451-8426
  • Your individual travel insurance
  • Your group travel insurance (check with your employer)

Which documents must I provide to make a claim?

See the full list of documents required to make your claim on the CanAssistance website.

Here are some examples:

  • Original tickets used for travel, invoices, account statements
  • Document proving the planned length of the trip
  • Proof of the non-refundable event cancellation (wholesaler, carrier, online purchase, etc.)
  • Confirmation of the event from the common carrier

If my claim is accepted, how will I receive my reimbursement?

Accepted claims will be paid via cheque.

The National Bank VIP lounge

Will the National Bank VIP Lounge at Montreal-Trudeau Airport remain open?

The Lounge is closed until further notice. Thank you for your understanding.

Legal disclaimers

®Mastercard, Platinum Mastercard, World Mastercard and World Elite Mastercard are registered trademarks, and the circles design is a trademark of Mastercard International Incorporated. Authorized user: National Bank  
  
®The Interac and Interac e-Transfer are registered trademarks of Interac Corp. Used under licence. 

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