Last update: June 30, 2020

IMPORTANT NOTE: The information below will be updated as the COVID-19 situation evolves. We invite you to read these questions and answers in light of all available information and communications transmitted by government authorities and their recommendations, which evolve rapidly. We will do our best to update this section on a timely basis to keep you informed of the situation and of our decisions. It is therefore important to consult it regularly.

Assistance and travel cancellation

  • In accordance with the provisions of our group contracts, cancellation insurance covers prepaid expenses to the extent that the insured, at the time of finalizing travel arrangements, is not aware of any event that could reasonably lead to the cancellation or interruption of the planned trip.

    Therefore, the following conditions will be considered for any claim for reimbursement:

    • The level of risk established by the government in its Consular Notices www.travel.gc.ca must be Level 3 (Avoid all non-essential travel) or Level 4 (Avoid all travel);
    • Planned travel must occur while this level 3 or 4 notice is in effect;
    • To be covered for Trip Interruption, you must have departed before a government of Canada notice has been issued to avoid all travel or non-essential travel. For all countries the notice was issued on March 13, 2020, except for China, for which the notice was issued on January 29, 2020, Northern Italy, for which the notice was issued on March 4, 2020, and cruises for which the notice was issued on March 10, 2020.

    A claim for reimbursement of prepaid expenses for travel to a destination that does not meet the above criteria would not be eligible.

    If an insured still decides to travel to a government-advised destination, he or she will not be covered by the insurance policy and travel assistance services.

    If the travel agency or airline company offers a credit as a refund, we will deduct this amount from the refund. See the question "What to do when the travel agency or airline company offers you only a travel credit as reimbursement?" for more details.

    If you have any questions about insurance and trip cancellation, insureds can contact us at: 1-877-875-4130

  • We are currently processing trip cancellation requests for trips taking place within the next 30 days only, so to allow us to prioritize insureds who are currently in an emergency situation, we ask that you call us at 1-877-875-4130 only when your trip takes place within the next 30 days.

  • The first thing to do is to contact your travel agent, the cruise line or the airline company. Several service providers are currently offering compensation or have relaxed their rules as a result of the COVID-19 pandemic. Trip Cancellation and Interruption coverage covers you for excess losses incurred, if any, up to the sum insured.

  • For Humania Insurance, a travel credit is equivalent to a reimbursement. We will deduct this amount from the refund, whether the insured person accepts it. Consequently, if the credit corresponds to the total amount, there will be no refund from Humania Assurance.

  • The exclusions provided in the contract apply. The contract states that if the level of risk established by the Government of Canada in its Consular Notices (www.travel.gc.ca) is Level 3 (Avoid all non-essential travel) or Level 4 (Avoid all travel), coverage will not be in effect.

    If an insured still decides to travel to a destination covered by a notice from the Government of Canada, he or she will not be covered by the insurance policy and travel assistance services.

Group Insurance: short-term disability

  • If you are diagnosed with COVID-19 (positive COVID-19 test) and are disabled (unable to perform the main duties of your job, even if you are teleworking), you are eligible for short-term benefits. In this case, we have decided to waive the waiting period.

  • If you have symptoms, have not had a COVID-19 test and are disabled (unable to perform the main duties of your job, even if you are teleworking), you are eligible for short-term benefits. In this case, the waiting period in your contract will apply.

  • If you are quarantined preventively, you are not eligible for short-term disability insurance. In this case, you should contact employment insurance.

  • If you must be quarantined because you have been in contact with a person infected with COVID-19, this preventive quarantine will not be considered eligible for disability. You will have to submit a claim to Employment Insurance.

  • In order to avoid overburdening the healthcare network, Humania Assurance will exceptionally accept the CLHIA simplified form as an initial medical form. We continue to require the initial declaration completed by both the employer and the employee.

  • Short- and long-term salary insurance benefits that would be paid during this period could be reduced. These benefits will be assessed based on the last full week worked prior to the onset of disability.

    The reduced benefits will apply only for the period during which the hours of work would have been reduced. If the disability continues beyond that period, benefits may be adjusted upwards based on the insured’s salary prior to the reduction in hours due to COVID-19.

    Employees may be compensated by Employment Insurance for the reduced hours of work. Please refer to your employer who will be able to evaluate your options.

Group insurance – maintaining benefits and renewal

  • Renewals will continue to be processed based on the scheduled date. However, we understand that the exceptional situation we are currently experiencing can complicate the ongoing renewal processes.

    For groups whose renewal date is May 1st, June 1st or july 1st, and for which the renewal process has not been completed, you can contact your group insurance advisor, who will contact us to evaluate your options.

  • In order to accommodate your employees, Humania Assurance will temporarily allow members to maintain their benefits, even if their hours worked are reduced below the minimum number of hours to qualify for insurance coverage.

    Humania Assurance offers the following options to plan members:

    • apply the temporary layoff clause provided in the contract for the affected employees.
    • maintain current in force benefits, based on the declared salary, and continue paying the full premium.

    The employer must notify us of the reduction in hours and the affected employees, even if the benefits are unchanged. This information can be sent by email to: adm.coll@humania.ca.

  • Exceptionally and as a temporary extension of your insurance contract provisions, the following options are available during a temporary layoff, in the current context:

    • Retain all benefits except salary insurance;
    • Maintain only the health coverage (Quebec employees only);
    • Cancel all benefits, including health coverage, and transfer insureds to RAMQ (Quebec);
    • Retain all coverages, including salary insurance coverage.

    Please note that unless stipulated otherwise in the contract, the salary insurance benefit can be maintained during a temporary layoff until June 30th 2020. If an insured becomes disabled during the period of temporary layoff, while the salary insurance is in force, the elimination period provided in the contract begins on the date the employee is called back to work unless the contract states otherwise.

    The employer must inform us of his choice along with a list of impacted employees. This information can be sent by email to: adm.coll@humania.ca.

    As the current situation is unique, the employer's choice may be different from that made in previous temporary layoffs.

    The position adopted by the employer must be consistent for all employees on temporary layoff.

    These exceptional measures are only offered temporarily as of March 1st 2020.

    Since these measures are a temporary exception to your insurance contract provisions, they may be adjusted, modified or cancelled at Humania Assurance’s discretion.

  • The waiting period will be suspended during the period of COVID-19 and will continue when the employee meets the minimum required number of hours.

  • The current contract provides a payment delay of 30 days. During the Covid-19 period, an additional 15 days will be made available for a total delay of 45 days.

    We invite you to contact your group insurance advisor to find alternative solutions to help you during this period.

  • You will be able to temporarily suspend the contract, for a maximum period of 120 days. During this period of suspension, no premium will apply, and all guarantees will be suspended. If a disability occurs during the suspension period, it will not be eligible upon reinstatement. You are responsible for communicating the suspension to your employees.

    The contract will be reinstated at the request of the employer, upon resumption of activities. A written request will be required to reinstate your contract. Humania Assurance reserves the right to modify the rates applicable at the end of the suspension period.

    Please note that the suspension option is offered without administrative costs for the employer.

Group Insurance - Value-Added Services

  • All services remain available if the long-term disability insurance coverage is in effect.

  • Face-to-face meetings are replaced by videoconferences or telephone meetings.

  • A free webinar is available to all.

    For more information on the services covered and useful resources related to the COVID-19 situation, click here.

  • All services remain available if the health care coverage is in effect.

  • Some temporary measures have been put in place to counter the spread of COVID-19. As a result, it will no longer be possible for customers to board the Tow Truck. Consequently, when requesting towing service, the assistance representative will tell the customer to contact a friend or family member to accompany them or to use another means of transportation available at their expense.

Individual Insurance: Claims

  • To qualify for Disability benefits you must meet the definition of Disability in your policy. However, we invite you to check the eligibility conditions for Employment Insurance.

  • To qualify for Disability benefits you must meet the definition of Disability in your policy. However, we invite you to check the eligibility conditions for Employment Insurance.

  • To qualify for Disability benefits you must meet the definition of Disability in your policy. However, we invite you to check the eligibility conditions for Employment Insurance.

  • Yes. The waiting period specified in your policy applies. Please refer to your policy.

  • Be sure to contact our Customer Service Department to update your condition. An analyst will then be able to determine if you continue to meet the definitions in your contract in order to continue paying your benefits.

    Also be aware that many doctors continue to make appointments with their patients over the phone.

  • In order to avoid overburdening the healthcare network, Humania Assurance will exceptionally accept the CLHIA simplified form as an initial medical form. We continue to require the initial declaration completed by both the claimant and the employer.

Individual Insurance: Eligibility

  • Yes. However, please refer to your contract to find out what conditions apply to situations of unemployment at the onset of disability.

  • You are not eligible. Please refer to your financial security advisor for more information.

Individual Insurance: Administration

  • Premium leave is not offered. However, we assess situations on a case-by-case. Deferral of payment is an option. Please contact our Customer Service.

  • From an administrative point of view, we have taken the appropriate measures to continue to serve you in the best possible conditions during this exceptional period. Our teams are all mobilized for this.

    Our administrative services are open and accessible, but waiting times are likely to be a little longer even though we are doing everything possible to reduce them.