UV Assurance

COVID-19 | Frequently asked questions

Last update: April 7, 2020

At UV Insurance, our employees and insureds health and well-being is our priority. Therefore, last week, we have quickly put in place our Business Continuity Plan in order to maintain our high level of service while most of our employees are working from home.

Our hearts go out with our mutualists that are affected directly or indirectly by the situation. Our teams are ready to answer to your questions and continue our business together with the same rigor as usual, even with a high volume of calls.

We thank you for your patience and for your understanding during this situation that is beyond our control.

Please note that this information will be updated as the circumstances change and the government issues advisories.

To consult the Canadian Government’s Travel Advice and Advisories, click here.

Since they are frequently updated, it is important to consult the website on a regular basis and refresh your browser page to see the updates.


The Canadian Government has issued an official Global Travel Advisory on March 13th, 2020 to « avoid non-essential travel outside of Canada » (risk level 3 on a scale of 1 to 4) until further notice. Since the pandemic situation is a risk which is reasonably foreseeable, some expenses and assistance services will not be covered according to the situations mentioned below:

For all trips booked on and after March 13th, 2020

If the risk level remains at 3 or 4 on the date of the departure:

  • All medical expenses incurred won’t be eligible to reimbursement by your travel insurance coverage.
  • The travel cancellation benefit (if included in your contract) will cease to cover any charges incurred to cancel a trip due to COVID-19.
  • Assistance services while abroad can not be guaranteed.
For all trips booked before March 13th, 2020
I have booked a trip for a destination that is considered at risk. Can I be reimbursed?

You are eligible to a reimbursement if your trip has been booked BEFORE the date on which a level 3 or 4 advisory was issued by the Canadian Government concerning that country.

  • If your scheduled departure date is within 30 days, you can file a claim to be reimbursed according to your cancellation benefit. Please see the next question about the steps to follow.
  • If your scheduled departure date is in more than 30 days, you will be eligible to a reimbursement if the Canadian government’s advisory is still in force 48 hours before your scheduled departure date. Therefore, we can not issue a reimbursement for cancellation earlier than 48 hours before your scheduled departure date.

If a level 3 or 4 advisory was already issued by the Canadian government for your destination at the moment of booking your trip, you will not be eligible for reimbursement since the cancellation benefit only cover for risks that are unknown when purchasing the trip.

To know for which countries an advisory notice has been posted by the Canadian government, you may consult their website by clicking here.

What should I do in order to be reimbursed for my trip to a destination that is considered at risk?

Many airline companies currently offer either of the following:

  • Postponing your trip
  • Cancelling your trip, or
  • Getting a credit.

We request that you contact your airline company first.

For Quebec residents only: If you have used the services of a travel agency to book your trip, you must reach out to the Compensation Fund for Customers of Travel Agents.

If your trip has been purchased with your credit card and your credit card includes a cancellation and/or interruption benefit, you should submit your claim to this company before contacting us.

If none of the above options is available to you, please contact our customer service.

If I want to interrupt my trip and come back to Canada, will the additional fees incurred be covered?

If your contract includes the travel cancellation benefit, the fees incurred to come back will be covered if there was no level 3 or 4 advisory issued by the Canadian Government for your destination when you left the country.

If I catch the COVID-19 during my trip, will the medical fees incurred be covered by my insurance?

Emergency medical fees will be covered only if you are travelling in a country for which there was no level 3 or 4 advisory issued by the Canadian government in relation to COVID-19 when you left the country. However, considering the recommendation issued by the Canadian Government asking all Canadians abroad to come home as quickly as possible, UV Insurance will cease to provide travel insurance to all Canadians that have chosen to remain abroad after March 27, 2020.

If I am quarantined at my travel destination, will my travel insurance be extended?

If you are in a country for which there was no level 3 or 4 advisory issued by the government of Canada in relation to COVID-19 when you left the country, your travel insurance will be extended for the duration of your quarantine. Furthermore, depending on your contract, you may be eligible to a subsistence allowance. Please refer to your booklet for more information on this subject.

I am a truck driver and must continue going to the USA as part of my work. Am I still covered by my travel insurance?

Yes, travel insurance remains in force for truck drivers, since truck drivers are providing a service that is considered crucial to Canadians. However, travel assistance could be disrupted due to current and future circumstances.

How do I make a claim for trip cancellation or interruption?

You must complete this form (PDF dynamic) and return it to us by mail or via the secure site.



Short term disability insurance provides income replacement while you are unable to do your regular work due to illness or accidental injury. COVID-19 is a recognized illness and certain precautions should be taken if you think you might be infected.

If you are absent from work and your group insurance contract includes a short-term disability benefit, please refer to the information below regarding COVID-19 related claims. Please check for the situations that applies to you.

Please do not hesitate to contact us at 1-800-567-0988, extension 2077 if none of the situations described below answers your questions.

I have been tested positive to COVID-19

You are eligible to short-term disability benefits if you can not work from home. Benefits will start on the first day you are being quarantined and will last for up to 14 days. UV Insurance will waive the waiting period.

I have been tested positive to COVID-19, I am showing disabling symptoms and I am unable to perform the duties of my regular work, even from home

If you are showing COVID-19 disabling symptoms, UV Insurance will provide you with short-term disability benefits for a minimum of 14 days (the quarantine duration), starting on the first day you are being quarantined. After that period of 14 days, if you are still unable to perform the duties of your regular work, your situation will be evaluated according to the terms of your contract (disability definition and other associated provisions).

I have not been tested positive to COVID-19 but I am showing disabling flu symptoms

If you are showing disabling flu-like symptoms but you have not been tested or you have not received a positive result to the COVID-19 test, UV Insurance will evaluate your disability claim according to the terms of your contract.

I am being quarantined by a doctor, by a public health official or by my employer, I am not showing any symptoms and/or I don’t have a positive result to a COVID-19 test

In this situation, quarantine is preventive and you are not eligible to short-term disability benefits. You should refer to your employer or Employment Insurance.

I have risk factors due to my age or my medical condition

In this situation, quarantine is preventive and you are not eligible to short-term disability benefits. You should refer to your employer or Employment Insurance.

How do I apply for disability benefits claim?

It is now possible to apply for disability benefits claim online through our secure portal by clicking here

A new icone: Request for a disability benefits claim is now available in the main menu.


Supporting Documents Requirements:

First of all, be aware that you can provide us with medical information in many ways: medical note, consultation report, surgery protocol, test result, progress report etc. Therefore, in order to facilitate the processing of your disability claim, we advise you to send us all the documents you have in your possession. However, if you do not have any medical documents at your disposition, please follow the recommendations here below.

In the event you were unsuccessful in having your health care provider complete a form or if you were unable to consult with your physician, UV Insurance will accept the self-declaration forms below, in order to avoid overloading the medical network. This is a time limited exception as we move through the current situation. Please note however, we reserve the right to request further medical information depending on the information provided below.

In the absence of an “Attending physician’s statement”, we required confirmation of your symptoms, any test results and any medical treatment you may have received for your condition.

There are 3 forms you can use. Please complete only the form that applies to your situation.

You will also need provide us with :

Once completed, please return the original copy at the following address: P.O. Box 696, Drummondville (Québec) J2B 6W9, by fax: 819-474-1990 or through the online portal at: (link)  Keep a copy for your records.