COVID-19: Stay-at-Home Auto Premium Credit Program

Customer Frequently Asked Questions 

Q: What is the Stay-at-Home Auto Premium Credit Program?

A:  The Stay-at-Home Auto Premium Credit Program provides our personal auto insurance customers with a credit on one month’s premium. The credit is applied automatically, providing customers with some measure of relief during this time. Customers who have already paid their account in full, either directly or by broker billing, will receive a mailed cheque. For most policyholders who pay monthly, credit processing will be applied to their next installment. 

Q:  Are all auto customers eligible for the Stay-at-Home Auto Premium Credit Program?

A:  Customers with policies in force as of April 1, 2020, and June 1, 2020, are eligible for both the 25% and 15% credits. Customers with policies in force as of June 1, 2020, are eligible only for the 15% credit.  

Q:  How much money will each auto customer receive through the Stay-at-Home Auto Premium Credit Program and extension?

A:  Customers who had policies in force on April 1, 2020, have received or will receive a billing account credit for 25% on one month’s premium. Customers who had policies in force on June 1, 2020, will receive a 15% credit on one month’s premium.  

Q:  Is the credit per policy, per driver or per vehicle?

A:  The credit applies to each personal auto policy regardless of the number of drivers or vehicles.

Q:  Do I need to provide any documentation?

A:  No. The credit will be applied automatically.  

Q:  How will I be notified about the Stay-at-Home Auto Premium Credit Program and extension?

A:  You will be notified via an email from your broker. The initial notification about the program was accompanied by a customer letter, and notification about the extension included this letter. 

Q:  How will I receive the credit?

A: Customers on direct bill or recurring payment plans will receive the credit automatically. Customers who have already paid their account in full will receive a mailed cheque. For most policyholders who pay monthly, credit processing will be applied to their next installment. If you have questions about your current payment plan, please contact your broker.  

Q:  Will all customers receive the credit at the same time?

A:  For the initial 25% credit, processing began in May for most customers and in July for customers in Alberta and the Territories. For the additional 15% credit, we expect processing to begin in August for most customers and in September for customers in Alberta and the Territories. 

Q:  What if I had an auto insurance policy with Travelers Canada but am no longer a customer?

A:  If you had a policy in force on April 1, 2020, you are eligible for the 25% credit. If you had a policy in force on June 1, 2020, you are eligible for the 15% auto premium credit. If your policy was in force on both dates you are eligible for both credits.  

Q:  If stay-at-home orders get extended or are reinstated, will I continue to receive auto premium credits?

A:  We will continue to assess the program as more information comes to light about the impact of the COVID-19 pandemic on the driving environment and auto claims.