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Emergency medical assistance

A bilingual team available 24 / 7,
anywhere around the world!

Frequently Asked Questions (FAQ)

If you have a question, it is very likely another traveller has asked us already. Have a look at the answers provided to some of our clients most frequently asked questions. You can also contact your representative or our team from Customer Service if needed.

Individual travel insurance

Am I covered if I test positive to COVID-19 prior to my departure / prior to my return?

Not necessarily. Trip Cancellation & Interruption insurance covers you for certain risks, including medical conditions and death (see the first covered risk in the policy). However, the medical condition needs to meet the definition of Emergency in the policy for cancellation or interruption to be covered. If your medical condition is not an emergency (as per the definition), cancellation or interruption will not be covered.

“Emergency” - Means a sudden and unforeseen Medical Condition that requires immediate Treatment. The Emergency must be so disabling as to cause a reasonable person to delay, cancel, or interrupt their Trip.

In other words, if you test positive to COVID-19, are asymptomatic, and are only required to isolate, it does not meet the definition of Emergency.  Cancellation or interruption of your trip would not be covered in such case. But if you are hospitalized, for example, cancellation or interruption would then be covered (as per the terms, conditions and limitations of the policy)

Is the COVID-19 Rider still relevant now that the global advisory to avoid non-essential travel has been lifted?

Absolutely!  Now that the advisory has been lifted, COVID-19 is covered* by the travel medical insurance. However, without the COVID-19 Rider, you would not be eligible for additional benefits in the event of a positive diagnosis while on your trip. Moreover, if a travel advisory is issued for your destination after your departure, the exclusion pertaining to travel advisories would become applicable during your trip and COVID-19 would no longer be covered.

The COVID-19 Rider provides peace of mind when travelling, confirming that COVID-19 will be covered* up to $5,000,000, no matter if an advisory is issued prior to your departure or during your trip, and giving you access to additional benefits if you test positive during your trip.

*Coverage is subject to the other conditions and limitations of the policy.

Am I covered if my trip is cancelled due to a travel advisory pertaining to COVID-19?

It depends…

If your initial trip reservations were made, or if your trip cancellation-interruption insurance was purchased, while an advisory pertaining to the pandemic was in place, it will not be possible to make a cancellation claim later for the same reason, given that it was a known risk at the time of purchase.

If there was no advisory pertaining to the pandemic in place at the time of booking or when you purchased your insurance, and an advisory is issued after your trip cancellation-interruption policy’s effective date, it will be a covered risk. (Subject to the other terms, conditions and limitations of the policy.)  

What’s the use of the COVID-19 Rider?

The global travel advisory to avoid non-essential travel was lifted on February 28, 2022, and COVID-19 is now considered in the same way as any other medical condition. But that doesn't make the COVID-19 Rider superfluous! Without the Rider, you won't be eligible for additional benefits if you test positive while on your trip.

Moreover, the COVID-19 Rider eliminates the necessity of rushing back to your province of residence if an advisory to “avoid non-essential travel” (aka Level 3) or to "avoid all travel” (aka Level 4) is issued for your destination after your departure. (Without the COVID-19 Rider, you would be given 10 days following issuance of the advisory to return to your province of residence, otherwise you would no longer be covered for COVID-19 as of the 11th day, should you decide to remain at your destination.)

Download the COVID-19 Rider one-pager

Coverage is subject to the other conditions, exclusions and limitations of the policy. Read the policy to be aware of what these conditions, exclusions and limitations are.)

I have insurance through another insurer. Can I add the COVID-19 Rider to that policy?

No. The COVID-19 Rider is exclusive to Tour+MED and cannot be added to a policy you have from another insurer. Ask your representative or call Customer Service for a Tour+Med quote.

Can I add the COVID-19 Rider to my existing policy?

If your existing policy is a Tour+Med policy, if you have not left already, and if the COVID-19 Rider is available for your destination, yes, we can certainly add it.

But if you are covered by another insurer, we cannot add the COVID-19 Rider to your protection. The COVID-19 Rider is exclusive to Tour+Med products and must be added to your coverage before your departure date.

Does the COVID-19 Rider cover variants?

Yes. The COVID-19 Rider provides coverage up to $5,000,000 in the event of a positive diagnosis to COVID-19 while on your trip, no matter if the positive diagnosis (confirmed by a physician) was due to the original virus or a variant.

How much does the COVID-19 Rider cost?

There is no fixed surcharge for the rider. The surcharge is calculated upon a mix of many factors. Speak with your representative for a quote.

I am fully vaccinated. Am I automatically covered for COVID-19?

No. If there is no advisory to "avoid non-essential travel" or to "avoid all travel" for your destination, COVID-19 is see like any other medical condition and will be covered up to $5,000,000 by your policy (subject to the other terms, conditions and limitations of the policy). We remind you that any medical condition, declared or undeclared, must have been Stable and Controlled for 3 or 6 months (depending on your age) before the departure to be covered.

I am on a trip and I have symptoms. I would like to see a doctor. I have the COVID-19 Rider on my policy. Can I go to the nearest hospital or must I still call Emergency Assistance before going anywhere?

Regardless of the medical situation, you must always contact Emergency Assistance prior to consultation and treatment. Assistance service is included in your travel medical insurance and its role is to steer you to the appropriate facility, confirm to them that you have coverage, and enforce that only the health care necessary at that moment be given to you. (We remind you that travel medical insurance covers you in the event of a medical emergency. See the definition of "Emergency" in your booklet.)

My return flight was cancelled/modified. I wish to extend my trip.

The COVID-19 pandemic is evolving constantly and differently from one place to another. The insurer reserves the right to deny your request for an extension and cannot be held responsible for the consequences, such as the change or cancellation of flights by airlines, border closure, etc.

To extend your policy (and COVID-19 Rider, if applicable), you may use the Client Portal, call your broker or Customer Service, or send us an email. Make sure to provide your policy number and a phone number where we can call you back. Your policy cannot be modified just by leaving a message or sending an email; you must speak with a sales representative.

Since we cannot foresee the evolution of the situation, we suggest that you purchase a few extra days when asking for an extension. This way, you won’t be left at destination without coverage if the situation evolves negatively and if extensions are no longer possible at that moment.

In all cases, we also remind you that one of the eligibility conditions of your policy is to be eligible for benefits under your Government Health Insurance Plan for the whole duration of your trip. It is your responsibility to make sure that your trip does not outlast your maximum number of days, otherwise your policy could be null and void.

Group Plan Members

Am I covered if I test positive to COVID-19 prior to my departure / prior to my return?

Not necessarily. Trip Cancellation & Interruption insurance covers you for certain risks, including medical conditions and death (see the first covered risk in the policy). However, the medical condition needs to meet the definition of Emergency in the policy for cancellation or interruption to be covered. If your medical condition is not an emergency (as per the definition), cancellation or interruption will not be covered.

“Emergency” - Means a sudden and unforeseen Medical Condition that requires immediate Treatment. The Emergency must be so disabling as to cause a reasonable person to delay, cancel, or interrupt their Trip.

In other words, if you test positive to COVID-19, are asymptomatic, and are only required to isolate, it does not meet the definition of Emergency.  Cancellation or interruption of your trip would not be covered in such case. But if you are hospitalized, for example, cancellation or interruption would then be covered (as per the terms, conditions and limitations of the policy)

I have travel insurance through a COLLECT / COLLECT TOTAL group plan. Am I covered for COVID-19?

COLLECT / COLLECT TOTAL group travel medical insurance provides coverage up to $5,000,000 in the event of a medical emergency during your trip, including a positive diagnosis to COVID-19. Coverage is subject to the terms, conditions and limitations of the protection. Terms, conditions and limitations are specified in your travel insurance booklet.

Read the amendment pertaining to group travel insurance (updated on March 10, 2022) to find out how an advisory to "avoid non-essential travel" (aka Level 3) or to “avoid all travel” (aka Level 4) would impact your coverage, for information on cruises, or for details about the Trip Cancellation-Interruption insurance provided in your group plan.

My return flight was cancelled/modified. I wish to extend my trip.

The COVID-19 pandemic is evolving constantly and differently from one place to another. The insurer reserves the right to deny your request for an extension and cannot be held responsible for the consequences, such as the change or cancellation of flights by airlines, border closure, etc.

If you are covered by a COLLECT / COLLECT TOTAL plan, we remind you that these plans have maximum trip lengths of 30, 60, 90, 120 or 180 days, depending on the plan selected for your group. If you cannot return to Canada within your protection’s maximum trip length, please call customer service or send us an email to info@lsvoyage.ca. An agent will help you purchase an individual travel insurance policy, if available for your destination.

All requests for extensions must be made before your contract’s maximum trip length has been reached.

Since we cannot foresee the evolution of the situation, we suggest that you purchase a few extra days when asking for an extension. This way, you won’t be left at destination without coverage if the situation evolves negatively and if extensions are no longer possible at that moment.

In all cases, we also remind you that one of the eligibility conditions of your policy is to be eligible for benefits under your Government Health Insurance Plan for the whole duration of your trip. It is your responsibility to make sure that your trip does not outlast your maximum number of days; otherwise your policy could be null and void.

You can’t find the answer to your question? Contact your representative or our customer service.

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