Information for insured persons

COVID 19

Last update : 2022-07-08

We will continue to help you protect your family, your property and your financial security.

Even if our branches are closed to the public, we are maintaining our services, which are fully functional. Our employees are pleased to help you from home, whether it’s to provide advice, answer your questions, open a claim file, provide you with an insurance quote or change your contracts or coverages.

  • Contact our customer service
  • Make an appointment with your financial security advisor for a virtual meeting
  • Log in to your Client Centre, which can be accessed from anywhere at any time, to consult your file and perform certain transactions

Access to psychological assistance

Beneva now offers all its insureds access to psychological assistance in the form of 3 hours of free telephone consultations. Make sure you have your contract or certificate number on hand.

You can contact the service 24/7 at 1 855 874-8558

Premium payments

Having an issue making your payments?

We completely understand that the current situation is concerning and inconvenient for many of our clients. If you are having difficulties making your payments, feel free to contact us. We can explore what options might work for you.

Since the majority of our employees are currently working from home and our branch offices are all temporarily closed to the public, please use your financial institution’s online or telephone services to make your payments.

You will need to have your payment reference number and the name of your service provider handy. This information varies based on the type of product.

  • Home, auto and commercial insurance:
    • The 15-digit reference number is indicated on your invoice payment stub
    • Service provider: La Capitale General Insurance (15 characters)
  • Life, health and disability insurance:
    Your financial institution might request a 9- or 16-digit reference number.
    • The 9-digit reference number corresponds to your policy number
    • The 16-digit reference number is made up as follows: 9-digit policy number + RE + 5-digit reference number
    • Service provider: La Capitale Individual Insurance

You can access your invoice at any time, if necessary. Just log in to your Client Centre or give us a call.

Since the majority of our employees are currently working from home, additional time is required for the processing of payments by cheque.

We therefore kindly ask you to use your financial institution’s online or telephone services to make your payments.

You will need to have your payment reference number and the name of your service provider handy. This information varies based on the type of product.

  • Home, auto and commercial insurance:
    • The 15-digit reference number is indicated on your invoice payment stub
    • Service provider: La Capitale General Insurance (15 characters)
  • Life, health and disability insurance:
    Your financial institution might request a 9- or 16-digit reference number.
    • The 9-digit reference number corresponds to your policy number
    • The 16-digit reference number is made up as follows: 
9-digit policy number + RE + 5-digit reference number
    • Service provider: La Capitale Individual Insurance

You can access your invoice at any time, if necessary. Just log in to your Client Centre or give us a call.

If you have already sent us your payment by cheque, no additional action on your part is required. However, please allow additional time for the processing of your payment.

Auto insurance

A premium reduction was offered from April 1 to June 30, 2020 to all of La Capitale’s personal or commercial auto insurance clients.1

If the use of your vehicle has changed, you can complete the Change of Use of a Motor Vehicle form to update your file.

You can also contact us:

If eligible, your auto insurance premium may be adjusted to reflect your reduced mileage and actual use of the vehicle.

If you did not contact us to indicate changes to the use of your vehicle, your premium on renewal will be calculated based on the usual criteria. Please note that the 20% premium reduction resulting from the confinement period was already applied on our insureds' auto insurance premiums.

If the use of your vehicle has changed, please contact us at the numbers below so that we can update your file:

If eligible, your auto insurance premium may be adjusted to reflect your reduced mileage and actual use of the vehicle.

During the confinement period, we allow all our insureds to temporarily use their personal vehicles for deliveries at no extra cost, to provide essential services to the public. It is therefore important for you to call us at 1 844 780-8136 to update your file if you are using your vehicle for this purpose.

Home insurance

Given the current context, we decided to remove the usual limits related to occupational activities performed from home.

Don’t hesitate to contact us at 1 844 780-8136 to check whether the terms and conditions included in your contract meet your needs.

Given the significant rise of construction material costs caused by the pandemic, it is unlikely that your premium will be lower at your next renewal.

How does the cost of material impact my premium?

To ensure you are adequately covered in the event of damage to your residence, your home insurance should include coverage for repairs or reconstruction of your home. The cost for construction materials therefore has a major impact in determining the price of your premium.

How was the pandemic responsible for such a major increase in material costs?

On the one hand, the pandemic caused a rapid increase in construction material demand. On the other hand, the confinement periods greatly reduced the production of these materials, which created a greater gap between supply and demand, causing unprecedented price hikes.

Contact us at 1 844 780-8136 if the current situation has caused a change to your lifestyle habits or if you renovated your home. These changes will not necessarily impact your premium, but it is still important to inform us of any changes in order to update your file.

Commercial insurance

  • Ensure that your alarm system is in good working order.
  • Do a full visit of your buildings or premises at least once a week and record these visits.
  • Maintain the temperature at a minimum of 15°C.

No, you don’t need to call us if you take the following preventive measures:

  • Maintain your alarm system in good working order.
  • Do a full visit of your buildings or premises at least once a week and record these visits.
  • VMaintain the temperature at a minimum of 15°C.

Even though your business is temporarily closed, you may have a legal obligation to maintain your insurance coverage in force. This is the case if you have a commercial lease, a creditor or another third party involved in your business.

Call us at 1 800 644-0607 to find out what the options are in your situation.

You must ensure that you no longer have any legal obligation to maintain your insurance coverage and take the necessary measures to protect your property.

Call us at 1 800 644-0607 to find out what the options are in your situation.

Yes. The collective effort by Quebec residents to respect the COVID-19 confinement measures is lowering the risk of road accidents. This should be reflected in the premium our insureds pay for their commercial vehicles during the confinement period.

A premium reduction was offered from April 1 to June 30, 2020 to all of La Capitale’s personal or commercial auto insurance clients.1

It is unlikely that the current situation will cause a decrease in commercial insurance premiums.

Your commercial insurance covers a wide range of risks that could affect your commercial property and your civil liability. Most of these risks remain even during a temporary closure of your business. The current situation could even increase certain risks.

Feel free to call us at 1 800 644-0607 for a monthly projection of the impact of the situation on your commercial insurance premiums or for any other questions.

Travel insurance

Important

This FAQ concerns only group insurance, and retirement and end of employment products (Perspective and Aon).

Due to the ever-changing global situation, we cannot guarantee access to quality medical care abroad.

We recommend you comply with the Canadian government’s travel advisories.>

Covered or not?

Use our interactive travel insurance tool to quickly learn if your coverage will apply based on the risk level in effect.

Yes, if the illness is severe enough to warrant cancellation. You must provide proof of your medical condition.

If your airline cancels your trip, visit its website or contact your travel agent for the procedure to follow.

  1. To start, contact the first payer, namely, your travel service providers (e.g. your airline or travel agency), 72 hours before a deposit becomes due by your travel agent.
  2. Then contact the travel assistance provided by your travel insurance, 72 hours before your departure or a deposit becomes due by your travel agent. The number is indicated on the back of your SSQ Insurance card or in your Client Centre.

For Quebec residents who purchased a trip from a travel agency in Quebec

First, submit a reimbursement request directly to the Compensation Fund for Customers of Travel Agents (CFCTA) in the following situations:

  • Transportation not received
  • Lodging not received
  • Tourist activities not received
  • Main service not received
  • Compromised security
  • Departure or repatriation required
  • Closure or bankruptcy of the travel agency

Then, you must submit a claim form to your travel insurance assistance service.

Your trip must have been purchased between October 21 and December 14, 2021. An advisory to avoid non-essential travel outside Canada must be in effect at the time of departure.

If you were offered a travel credit as compensation, we consider this a reimbursement. We will therefore deduct the travel credit (whether you accepted it or not) from your insurance amount. If the travel credit is equal to your insurance amount, you will not receive any further reimbursement from Beneva.

No. You are not eligible for a refund if you do not meet vaccination requirements, or if you do not meet the PCR / Antigen testing requirements as it is not a cancellation reason listed under your contract terms.

As of October 1, 2020

Yes, you are covered for emergency medical expenses (including those related to COVID-19) for any destination for which a travel advisory notice was issued by the Government of Canada* (Levels 1, 2 and 3).

Your health must be good and stable before departure.

You can also visit https://travel.gc.ca/travelling/advisories to check your destination’s risk level in real time.

La Capitale provides you with a reference guide to help you better understand your travel insurance coverage.

*Travel advisory notice issued by the Government of Canada

  • Level 1 - Exercise normal security precautions
  • Level 2 - Exercise a high degree of caution
  • Level 3 - Avoid non-essential travel
  • Level 4 - Avoid all travel

Note to FNEEQ and AREF members: For destinations with a level 3 travel health notice on the departure date, travel insurance coverage is limited to 30 days.

The following expenses are eligible according to the maximum amount provided for under the contract:

  • Medical expenses
  • Additional expenses incurred for the purchase of a return ticket, or change fees for an existing ticket, according to the following parameters:
    • Single, economy-class ticket
    • Flight operated by a public carrier with a fixed schedule
    • Most direct route to the initially planned destination

Accommodation and living expenses are not covered unless indicated in the contract.

Expenses related to mandatory stopovers in a third country are not covered by your travel insurance plan. This includes costs incurred related to living expenses, accommodation fees, and itinerary change fees.

Expenses related to emergency medical care, including those related to COVID-19 are covered. All other expenses including accommodation and living expense are not covered under your insurance contract.

Call your travel insurance assistance service. You will be referred to a healthcare professional.

This information is provided on your La Capitale Insurance card and in your Client Centre.

For those covered by CanAssistance, contact CanAssistance.

During a level 4 warning
You are not covered for emergency medical expenses, including those related to COVID-19. This is valid for all cruises, as long as the Canadian government maintains a level 4 warning, a warning to avoid all travel on a cruise ship.

During a level 3 warning or below
You are covered for emergency medical expenses, including those related to COVID-19. This is valid for all cruises, as long as the Canadian government maintains a level 3 warning and below.

If you want to cancel your cruise, the following conditions must be met:

  • You must have trip cancellation insurance.
  • The cruise must have been booked after March 7, 2022, when the Canadian government lifted its travel advisory to avoid all travel abord cruise ships.

Since October 1, 2020, the following situations apply BEFORE YOUR DEPARTURE if your insurance includes trip cancellation coverage:

If the Government of Canada’s travel health notice for your travel destination changes from Level 1 or 2 at the time of purchase to Level 3* before your departure, then it is possible to cancel your trip. If you decide to travel, you will still be covered for travel assistance (emergency medical expenses including COVID-19) for as long as the Government of Canada’s travel health notice level does not change to Level 4*.

If the Government of Canada’s travel health notice for your travel destination changes from Level 1, 2 or 3 at the time of purchase to Level 4* before your departure, then it is possible and recommended that you cancel your trip. If you do not, you will not be covered for travel assistance.

*The Government of Canada issues 4 travel health notices for travel destinations as follows:

  • Level 1 - Exercise normal security precautions
  • Level 2 - Exercise a high degree of caution
  • Level 3 - Avoid all non-essential travel
  • Level 4 - Avoid all travel

For La Capitale, a travel credit is equivalent to a reimbursement. Therefore, whether you accept the travel credit or not, we will deduct this amount from the reimbursement.

If the travel credit is equal to the total amount, you will not receive any reimbursement from La Capitale.

If you do not obtain a full reimbursement or credit for the cancellation of your trip, La Capitale will reimburse you for the eligible expenses under your contract.

Additional expenses incurred while awaiting COVID-19 screening test results are not covered (for example, the cost for new plane tickets or changing the return date on the existing ticket, accommodation and living expenses, etc.).

Yes, you can cancel or extend your trip if you are placed under quarantine as long as the quarantine ends 7 days or less before your scheduled departure date or occurs during your trip.

Before incurring any expenses, you must contact your travel insurance assistance service. The contact information is indicated on your La Capitale Insurance card and in your Client Centre.

For those covered by CanAssistance, contact CanAssistance.

Yes, you might be. For countries where the federal government has issued a level 1, 2 or 3 travel advisory,* you will be covered for emergency medical care. Unless you have war risk coverage, you will not be covered if the federal government issues a level 4 travel advisory. Please consult your contract for more details and refer to the Government of Canada site to find out the level of travel advisory that applies to the country where you will be travelling.

Please note that the situation is currently very unstable in countries bordering Ukraine and that it may deteriorate suddenly. The federal government’s travel advisory level could change in the coming weeks and accessing emergency medical care or repatriation may be difficult, even unfeasible, in some regions.

*The Government of Canada issues four levels of travel health notices for travel destinations:

  • Level 1 - Exercise normal security precautions
  • Level 2 - Exercise a high degree of caution
  • Level 3 - Avoid all non-essential travel
  • Level 4 - Avoid all travel
  • Detailed receipt including:
    • Name, signature and address of the health care provider
    • Location of service
    • List of services received
    • Cost and date of services received
  • Medical reports
  • Laboratory results (if applicable)
  • Proof of payment
  • Transaction record (if applicable)
  • Claim forms (completed and signed)

To be eligible for travel insurance, you must be covered by your provincial or territorial health insurance plan. If your trip exceeds the maximum number of days that you can be absent established by the province or territory, an exemption request must be completed.

Click on the province or territory of your choice to view the extended absence rules that apply.

No, before booking your trip, you must ensure that your passports and visas are in order or will be before your departure.

In the event of loss or damage, all claims must be addressed with your airline. Go to their website or contact your airline to find out what to do.

Life, health and disability insurance2

I have coverage through my employer or union

No. Only clients with an individual Critical Illness insurance policy are eligible for this offer.

Yes, if you have a group insurance plan that includes disability; however, you must meet the requirements under your contract.

On disability and tested positive

If you tested positive for COVID-19 and are disabled (unable to perform the main functions of your job, including if you are working from home), you are eligible for short-term benefits. La Capitale will apply the customary waiting period stipulated in your contract.

On disability, but not tested

If you have symptoms, have not been tested for COVID-19 and are disabled (unable to perform the main functions of your job, including if you are working from home), you are eligible for short-term benefits. La Capitale will apply the customary waiting period stipulated in your contract.

In preventive quarantine

If you are quarantined as a preventive measure, you are not eligible for short-term disability coverage; in this case you must refer to Employment Insurance.

All prior authorization drugs for which approval expires between March 1 and September 1, 2020 will be renewed with no additional action required by you until September 15, 2020.

A new extension request should be sent to us by September 15, 2020, to extend your acceptance beyond this date.

Please note that any new authorization or extension request will be processed as usual.

COVID 19 screening tests are not covered under your group insurance plan. For the time being, COVID 19 diagnostic tests (including rapid tests) are provided for free by provincial healthcare plans and are therefore not eligible under your contract. However, COVID 19 PCR tests are covered under your Health Spending Account with a prescription.

Serological tests are not eligible for reimbursement under your group insurance plan because they are not used to detect the COVID 19 virus itself, but antibodies.

Yes, if after COVID-19 vaccination complications cause you to go on disability leave, in accordance with the disability definition stipulated in the insurance contract, benefits will be paid.

Yes, La Capitale will pay the death benefit to the rightful claimant if the death results from a possible complication following COVID-19 vaccination, in accordance with the terms and conditions of the insurance contract.

If you cannot have your physician complete the attending physician statement in the disability claim form, you can fill out the form below.

La Capitale will continue to require the initial statement from the employer and employee.

Please note that La Capitale reserves the right to request further medical information based on the answers provided in this form (including the result of a PCR test or rapid COVID-19 test).

I have individual insurance

La Capitale intends to comply with the provisions of your insurance contract and the coverage provided under this contract with regard to the definition of disability. In general, contracts do not provide for benefit payments when a person is excused from work as a precautionary measure or for administrative purposes.

La Capitale intends to comply with the provisions of your insurance contract and the coverage provided under this contract with regard to the definition of disability. In general, contracts do not provide for benefit payments when a person is excused from work as a precautionary measure or for administrative purposes.

Send us any information you have related to the claim as soon as possible (e.g. documents you need to fill out such as the Claimant's Declaration) so that we may quickly open your file.

If you are waiting for a medical appointment, please indicate the date on which this appointment has been scheduled so that we may easily follow up on your file. We will do what is required to begin the assessment of your file and obtain anything that may be missing to complete it.

 

There are no longer delays expected at the moment since all our teams are operational.

However, there may be additional delays if you request medical documents from hospital centres that are currently overwhelmed. In such a case, the person responsible for your file will assess the situation and attempt to find a solution.

 

Yes, La Capitale will pay the death benefit to the rightful claimant if the death results from a possible complication following COVID-19 vaccination, in accordance with the terms and conditions of the insurance contract.