Personal Insurance - COVID-19: Broker Frequently Asked Questions
As we manage through the uncertainties surrounding coronavirus (COVID-19), we continue to draw upon our financial strength, expertise and culture of caring to support your needs and the needs of your customers. Below are some of the steps we’re taking to help ease the financial burden that many businesses face due to COVID-19. We’ll continue to monitor ongoing developments and adjust our policies are needed.
Thanks to our strong relationship with you, we will get through these difficult times the same way we get through everything: together.
Q: Will Travelers Canada be adopting the Insurance Bureau of Canada (IBC) Declaration of Emergency endorsement communicated by some other companies?
A: We did not adopt the formal IBC Declaration of Emergency endorsement in our personal and business insurance property wordings. We will consider extensions on a case-by-case basis due to COVID-19.
Q: Is Travelers Canada offering billing support for personal and commercial customers?
A: To ease the financial burden that many individuals and businesses are facing due to COVID-19, we have suspended cancellation and nonrenewal of coverage due to nonpayment through June 15, 2020 for all customers. We will not charge non-sufficient funds (NSF) fees during this period, providing policyholders with extra time to pay their premiums without risking cancellation.
To help, we have created a detailed FAQ and encourage you to direct customers to our Customer Service Department which is equipped to answer any questions that may arise at 1-800-268-4543.
Q: Are there any changes to signature requirements for applications and other forms, including the Automatic Payment Authorization (APA)?
A: Currently, we still require signed applications due to consent language necessary to order reports such as credit, AutoPlus and Motor Vehicle Report (MVR), as well as a signature on the APA form due to Canadian federal regulations. As a reminder, we continue to support electronic signatures as outlined in our E-Contracting Guideline. This guide is currently stored on the Broker Portal and we have made this available on our COVID-19 microsite on travelerscanada.ca. We will also support electronic signatures for APA forms on a temporary basis. If you do not have e-contracting capabilities, required forms can also be sent by mail or email, if appropriate. Customers can return the forms by mail or email using either a scanner or taking a picture with a cell phone and emailing them to you.
Q: How is Travelers handling situations where a customer had to leave their vehicle(s) in the United States to get home immediately as requested by the government?
A: If your customer’s vehicle is stored/located outside of the province or country for more than six consecutive months due to COVID-19, please contact your underwriter to discuss and provide all the necessary details. We’ll review on a case-by-case basis
Q: If a customer is temporarily working from home due to COVID-19, is coverage for Incidental Office Use or the Home Business endorsement required to be added to the policy?
A: No additional coverage or endorsements are needed. Temporarily performing office work from home due to COVID-19 restrictions, when a policyholder normally works in another location, is not considered business use. The Incidental Office Use or Home Business endorsements do not need to be added to the policy, and additional premium does not apply.
Q: Are there any changes to the Broker File Review process?
A: Yes, we temporarily paused all new Broker File Review requests in March, April and May. That temporary pause has now been lifted and Broker File Reviews will resume starting June 1, 2020.
Q: Will Travelers continue to perform on-site inspections?
A: We are focused on the safety of our customers, employees and vendors. We’ve adjusted our claim inspection process to rely more heavily on state-of-the-art digital and virtual tools.
From all of us to all of you, stay healthy and safe.