RTOERO Pandemic Preparedness

RTOERO is taking the following actions in response to COVID-19:

  • The RTOERO office is closed and staff are working remotely until further notice. Staff continue to support and serve RTOERO members.
  • The most direct way to contact the office during this period is by emailing member[email protected]. Or call the office at 1-800-361-9888 and leave a message.
  • All In-person Retirement Planning Workshops have been changed to virtual sessions. See the schedule of webinars and register online.
  • All district events for the remainder of 2020 have been cancelled, postponed or changed to online events.

The global travel advisory to avoid all non-essential travel outside of Canada remains in effect.

Pandemic travel coverage

Our travel insurance now covers COVID-19 medical emergencies while travelling, even during the time of government-issued travel advisories. This change is retroactive to Oct. 1, 2020.

Trip cancellation or interruption

Coverage remains in place if you need to cancel or interrupt your trip for any of the reasons on page 73-76 of your Insurance Plans Booklet, including an existing medical condition that has become unstable.

Important note: You are not covered for trip cancellation or interruption related to COVID-19. However, unlike other travel plans, RTOERO will continue to reimburse for cancellations and interruptions unrelated to COVID-19.

RTOERO Insurance coverage

Am I covered for travel within Canada?
Travel within Canada is covered. Please follow the COVID-19 restrictions issued by the provincial and municipal public health officials for the area(s) you plan to visit.
Am I covered for trip cancellation/interruption if I’m travelling in Canada?
Yes. When travelling in Canada, you remain covered for trip cancellation or interruption as described in pages 72 to 76 in the RTOERO Insurance Plans Booklet.
If I become ill with COVID-19 while travelling within Canada, am I covered
Yes. Emergency Medical coverage is available as long as you have not experienced any symptoms prior to leaving
If I choose to travel outside of Canada despite the government travel advisory, am I covered for medical emergencies?
You are covered for medical emergencies, except for claims related to COVID-19, while the government travel advisory is in effect. This is a new enhancement to your travel coverage. You will receive additional communication regarding this change shortly.
Once the travel advisory is lifted, am I covered if I become ill with COVID-19 while travelling
Yes. Emergency Medical coverage is available as long as you have not experienced any symptoms prior to leaving
Am I covered for cancellation of international trips?
You are not covered for trip cancellation related to COVID-19 for trips booked during the government travel advisory.
  • For trips booked after the travel advisory is lifted, you will be covered.
  • For complete details of trip cancellation/interruption coverage, see page 72 to 76 in the RTOERO Insurance Plans Booklet.
  • If you receive a voucher instead of a refund, you can submit a claim for any unused portion if it expires.
While travelling outside Canada, if I come home early, will I be covered for trip interruption
You are covered for reasons outlined on page 72 to 76 in the RTOERO Insurance Plans Booklet.
  • While traveling outside Canada, you are not covered for trip interruption related to COVID-19 during the current travel advisory.
  • For interruptions after the advisory is lifted, you will be covered for reasons related to COVID-19.
While travelling, will I be covered if my return flight is cancelled
The airline and/or travel agency normally provides a voucher or refund in this situation
Why has this change been made to the travel coverage? Does this mean it’s safe to travel?
We encourage you to follow government advisories to avoid non-essential travel, as a global travel advisory remains in effect. But we know members may have important reasons to travel, even during pandemic.
Do I have emergency medical coverage if I become ill with COVID-19 while travelling?
Yes. You have emergency medical coverage as long as you did not have any symptoms within 90 days prior to leaving. This coverage applies even during the government’s advisory to avoid travel outside of Canada due to the pandemic. Coverage includes, but is not limited to, hospital accommodation, physician charges and prescriptions. Please note that Emergency Air Transportation benefits may be available, when medically required and approved in advance. Contact Global Excel Management using the applicable phone number on your benefits card before starting any medical treatment. For complete details of emergency medical coverage, please refer to pages 50 to 67 of the Insurance Plans Booklet.
My out-of-Canada trip started prior to Oct. 1. Does this new emergency medical travel coverage apply to me?
Yes. You are covered for medical emergencies incurred on or after Oct. 1.
If I am out of the country and the Canadian government issues a new advisory related to COVID-19, will I be required to return home immediately
No. You are able to remain in place with COVID-19 emergency medical coverage still in effect.
If I book a trip and become ill with COVID-19 before departing or making additional payments, will I be covered for the cancellation?
No. Our travel insurance does not cover trip cancellation or interruption related to COVID-19. However, unlike other travel plans, RTOERO will continue to reimburse for cancellations and interruptions unrelated to COVID-19. Please see page 68-73 of the Insurance Plans Booklet for complete details of trip cancellation and interruption coverage.
If I contract COVID-19 while travelling, am I covered for indirect costs related to my illness?
If you are medically unfit to travel due to an emergency, your coverage is extended for up to five days following the date that you are deemed stable to return to your province by your physician or the common carrier. The coverage provides up to $250 per day, to a maximum of $5,000 per trip, per insured person, for the reasonable additional expenses for meals and accommodation, when a trip is extended beyond the last day of the scheduled trip due to the sickness and/or injury suffered by an insured person or travelling companion. Contact Global Excel Management using the applicable phone number on your benefits card before starting any medical treatment. For complete details of emergency medical coverage, please refer to pages 50 to 67 of the Insurance Plans Booklet.
I received a credit or voucher from my travel provider. Can I claim the full amount through my insurance?
You are not eligible to claim amounts that have been reimbursed via refund, voucher or credit. If your credit or voucher expires or a situation arises where you are unable to use it, please contact Global Excel Management at 1-877-346-1467 to review the solutions available to you.
Where can I find more information?
For the most up-to-date information related to the pandemic, go to the pandemic preparedness page of our website. You can also call our Service Administrator by or by calling 1-877-406-9007.

More information

How can I keep informed about the latest developments regarding COVID-19?
If you have other questions, please contact our Service Administrator: · 1-877-406-9007 or [email protected]