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RTOERO Pandemic Preparedness

Delay in claims reimbursement

Due to a high volume of insurance claims right now, reimbursement is taking longer than our normal service standard of 3 to 5 business days. Our service administrator is working to bring service levels back to normal.

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.
  • Members can continue to receive service by calling the office at 416-962-9463 or 1-800-361-9888 or by emailing [email protected].
  • All In-person Retirement Planning Workshops have been changed to virtual sessions. See the schedule of webinars and register online.
  • All in-person district events remain cancelled or postponed until further notice.

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

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.
Am I covered for the cost of a COVID-19 test required prior to international travel?
No. RTOERO's emergency medical travel insurance covers sudden and unforeseen services required while travelling. The requirement for an asymptomatic COVID-19 test prior to departure does not meet the definition of emergency services coverage.
Am I covered by my travel insurance for the cost of COVID-19 testing after I return to Canada from travelling?
No. RTOERO's emergency medical travel insurance covers sudden and unforeseen services required while travelling. The requirement for a COVID-19 test upon returning from your travels does not meet the definition of emergency services coverage.
Am I covered for the cost of COVID-19 testing?
No. In Canada, COVID-19 tests are covered by government health plans.
Am I covered for the cost of COVID-19 vaccine while travelling internationally?
No.
Am I covered for the cost of COVID-19 vaccine in Canada?
No. In Canada, COVID-19 vaccination is covered by government health plans.
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.
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.

More information

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.