Personal Insurance - COVID-19: Broker Frequently Asked Questions

As we manage through the uncertainties surrounding coronavirus (COVID-19), we continue to draw upon our financial strength, expertise, and culture of caring to support your needs and the needs of your customers. We’ll continue to monitor ongoing developments and adjust our policies as needed.

Personal Insurance

Q: Are accommodations still being considered for an existing customer to temporarily use their personal vehicle(s) for food, grocery, pharmacy, and medical supply delivery (provided the temporary delivery is not part of a Transportation Network Company)?

A: We will no longer be accommodating such requests and will follow our standard underwriting process. As a reminder, we are not a market for risks that involve the delivery of goods, including foods or courier services. This type of vehicle use is considered commercial in nature and should not be written or accommodated in Personal Insurance.

Q: How is Travelers handling situations where a customer had to leave their vehicle(s) in the United States to get home immediately as requested by the government?

A: If your client’s vehicle is stored/located outside of the province or country for more than six consecutive months due to COVID-19, please contact your underwriter to discuss and provide all the necessary details. We’ll review on a case-by-case basis.

Q: If a customer is temporarily working from home due to COVID-19, is coverage for Incidental Office Use or the Home Business endorsement required to be added to the policy?

A: No additional coverage or endorsements are needed. Temporarily performing office work from home due to COVID-19 restrictions, when a policyholder normally works in another location, is not considered business use. The Incidental Office Use or Home Business endorsements do not need to be added to the policy, and additional premium does not apply.

Q: Will Travelers continue to perform on-site inspections?

A: We have resumed interior home inspections provided the customer is comfortable for us to proceed. We are also offering hybrid inspections on specific risks (exterior inspection where the customer takes photos of the inside of their home). Consideration may be given to postpone inspections where additional time is required in one-off situations. From a Claim perspective, we are still leveraging our digital strategies where appropriate.