CIBC’S RESPONSE TO COVID-19

COVID-19 travel updates and travel insurance

As the situation related to COVID-19 continues to affect global travel, we appreciate that you may have questions about your travel insurance coverage and how your current or future travel plans may be affected.

Travel advisories issued by the Government of Canada are a critical element in determining your travel insurance coverage related to trip cancellation/interruption and travel emergency medical insurance. On Friday, March 13, 2020, the Government of Canada issued a global travel advisoryOpens a new window in your browser. stating that Canadians should “avoid non-essential travel” outside of Canada. For more information, check Travel and TourismOpens a new window in your browser..

We want to keep you informed about how these changes affect you. The following are some of the most common questions you may have about travelling.

I’m booked to travel but I want to cancel my plans — What do I do?

In most cases, you should contact your airline or travel provider directly. Many of these companies have adjusted their policies as it relates to cancellation or rebooking fees as a result of recent events.

If you booked your travel using your Aventura travel rewards credit card through the CIBC Rewards Centre, you can either leave a voicemail at 1-888-232-5656Opens your phone app. or send an email to covid19@cibcrewardscentre.comOpens your email app.. Be sure to provide:

  • your first and last name;
  • a phone number where you can be reached; and
  • your CIBC Rewards confirmation number

If you’re trying to get home from abroad and require assistance to adjust or change your travel plans, follow the same process as above. You can reach CIBC Rewards Centre outside of Canada or the United States by calling collect at 905-696-4907Opens your phone app..

CIBC Rewards Centre is prioritizing their responses to emails and voicemails based on travel dates.

If you want to cancel your Aeroplan Flight Reward, you can do so online at no charge through March 31. Simply sign on and visit Manage your bookingsOpens a new window in your browser..

If you want to change your Aeroplan Flight Reward to travel on a different date without cancelling the booking, you must call the Aeroplan Contact Centre at 1-800-361-5373Opens your phone app..

Aeroplan looks forward to serving you, but if your flight doesn’t depart within the next 72 hours, please consider delaying contacting them so they can assist customers with imminent travel plans. Review Aeroplan’s COVID-19 updatesOpens a new window in your browser..

For all other information, including route suspensions and preventative measures, please visit Air Canada COVID-19 UpdatesOpens a new window in your browser..

CIBC credit card included insurance

I’m still planning to travel outside of Canada — What do I need to know?

As a result of the most recent government travel advisory on March 13, 2020, advising against all non-essential travel outside of Canada, all trip cancellation, trip interruption and travel medical insurance coverages that are features of your CIBC credit card are no longer in force. Note that you may still be eligible for Trip Cancellation benefits depending on when you booked your trip.

I’m booked to travel but I want to cancel my plans — What do I do?

As a first recourse, you should contact your airline or travel provider directly. Many of these companies have adjusted their cancellation and rebooking policies due to COVID-19. Your travel insurance covers the non-refundable, non-transferable portion of any prepaid travel expenses up to your policy maximum. That means you’re covered for any amount you aren’t able to get through the refund process with your carrier.

If you purchased travel on or after March 13, 2020, you won’t have coverage for trip cancellation benefits. If you purchased your trip with your CIBC credit card which includes Trip Cancellation insurance prior to the Canadian Government official travel advisory being issued, then you’re eligible for Trip Cancellation coverage. To make a claim, visit Global Excel Management’s online claim portalOpens a new window in your browser..

For all other credit card related claims or for more information, visit the CIBC page of RSA CanadaOpens a new window in your browser..

I’m currently outside of Canada — Am I still covered?

Assuming you left prior to any formal travel advisories being issued for your destination, you may be covered. However, as of March 13, the Government of Canada issued an Official Global Travel Advisory, advising Canadians to avoid non-essential travel outside of Canada until further notice. This advisory applies to all international locations, including the USA. Because this travel advisory or formal notice was issued after your departure date, your emergency medical and trip interruption coverage, if applicable under your card, will be limited to a period of 10 days from the date the travel advisory or formal notice was issued or to a period that is reasonably necessary for you to safely evacuate the country, region, area or cruise.

We recognize that capacity within airlines or other travel suppliers may cause delays with your return. In the event of extenuating circumstances, and you’re unable to get home, your health and safety are of the utmost concern. Rest assured your coverage will remain in place. With the increasing likelihood of additional border closures around the globe, we urge clients to act as quickly as possible to make arrangements to return to Canada.

Purchased travel insurance

I’m still planning to travel outside of Canada — What do I need to know?

Trip Cancellation or Trip Interruption claims related to COVID-19 won’t be payable for any policies purchased on or after March 13, 2020. In addition, due to Global Affairs Canada’s global travel advisory, medical treatment abroad related to COVID-19 won’t be eligible under Emergency Medical benefits for trips departing or policies effective on or after March 13, 2020 at 5 pm ET.

I’m booked to travel but I want to cancel my plans — What do I do?

As a first recourse, you should contact your airline or travel provider directly. Many of these companies have adjusted their cancellation and rebooking policies due to coronavirus. Your travel insurance covers the non-refundable, non-transferable portion of any prepaid travel expenses. That means you’re covered for any amount you aren’t able to get through the refund process with your carrier.

If you purchased your travel insurance policy on or after March 13, 2020, you won’t have coverage for trip cancellation benefits if the reason for your claim relates to coronavirus.

If you purchased your policy prior to March 13, 2020, you’ll be eligible for trip cancellation if there was no travel advisory issued for your trip destination at the time of trip purchase.

I’m currently outside of Canada — Am I still covered?

If you travelled prior to March 13, 2020, and your trip destination didn’t have a travel advisory in place on your date of departure, your travel emergency medical coverage and trip interruption coverage remains in place, including for coronavirus claims, subject to the terms, conditions and limitations of your travel insurance policy. If you travelled on or after March 13, 2020, you won’t have travel emergency medical or trip interruption coverage for coronavirus.

If you have a medical emergency, contact our administrator, Allianz Global Assistance, at 1-800-281-9109Opens your phone app.. Please be advised that due to COVID-19, Allianz is experiencing extremely high call volumes. For the best way to contact Allianz during this time, read their Notice to customers (PDF, 65 KB) Opens a new window in your browser..