Have questions?

You can visit our FAQ section to get information on filing a claim or checking your claim status.

Can’t find what you’re looking for? Or need to chat with a person?

Give us a call

1-800-361-5344

Write us

Assurant, Financial Claims
P.O. Box 7000
Kingston, ON K7L 5V3

Have questions?

You can visit our FAQ section to get information on filing a claim or checking your claim status.

Can’t find what you’re looking for? Or need to chat with a person?

Give us a call:

1-800-268-5962

Write us:

Assurant
P.O. Box 7200
Kingston, ON K7L 5V5

FAQ

We have answers! 

Here you can find answers to commonly asked questions about filing a claim and checking your claim status.

FILE A CLAIM

1. How do I file a claim on my account/loan?

You can get your claim started by downloading a claim form.

Then, if you are filing a claim for an auto loan, send the documents to the address or fax number on the claim form.

If you are filing a claim for insurance on your credit card, login or create an account to upload the form and applicable supporting documents online. You can also mail or fax the completed form to us.

Please note that you are responsible for any charges incurred for the completion of all forms, and the provision of all supplemental documentation. An incomplete submission of the requested documentation and claim form could result in a delay of the assessment of your claim. You are responsible for continuing to make your regular scheduled payments until a decision is made by us on any claim submitted.

2. What supporting documents are needed for my claim?

The following supporting documents are necessary to adjudicate your claim:

Loss of LifeDeath Certificate
Attending Physician Statement
Estate Authorization Form
UnemploymentEmployer Statement or Record of Employment
DisabilityAttending Physician Statement
Employer Statement or Record of Employment
Self-Employment Affidavit (if applicable)
DismembermentAttending Physician Statement
HospitalizationDischarge Summary
Attending Physician Statement
Critical/ Terminal IllnessAttending Physician Statement
Loss of Self-Employment

Financial records
Copies of business licence or articles of incorporation
Self-Employment Affidavit (if applicable)

3. I am filing a claim for insurance on my credit card. If I don’t have all of the necessary claim documents can I come back later to upload?

Yes at anytime throughout the claim process you can click “Save and Exit”. This will save your progress so you can come back later to upload supporting documents.

When you have the necessary information you can login to your account to add more information and upload additional documents for your claim.

4. I filed a claim, what happens next?

Please allow 15 business days for claim processing after all relevant documentation and information is received. Keep in mind that any missing or incomplete information will cause delays in the claim review process.  It is important that you read your claim form and instructions carefully and provide all required information. You are responsible for continuing to make your regular scheduled payments until a decision is made by us on any claim submitted.
Once your claim has been processed, we will respond to you by regular mail. We will provide you with a claim number which you can use to monitor the status online.

5. I filed a claim but have not received a response. What should I do?

If you do not receive any correspondence within 15 days of sending us all necessary documentation for your claim, please contact us

6. Do I have to submit a claim if my loss is due to COVID-19?

Yes, you will need to submit a claim form so that we may verify if you are eligible to receive insurance benefits for job loss/involuntary unemployment or total disability due to the COVID-19 pandemic. 

7. Why are wait times so long when I call?

Due to high call volumes wait times are much longer than usual. Please visit our website for instructions on how to submit a claim online or to check the status of an existing claim:  

  • Go to cardbenefits.assurant.com
  • Click OPTIONAL CREDIT INSURANCE
  • TO SUBMIT A NEW CLAIM:
  • Click FILE A CLAIM (blue button)
  • Select ‘Credit Card’ from the product list (white button)
  • Scroll to initial claim form and select appropriate claim form
  • At this point, you can complete the form online, save it and submit your claim online or you can download the form and send it via mail or fax
  • To submit the completed form online go to the ‘Send the completed form(s)’ section
  • Click the LOGIN button and enter your email address and password, if you have one
  • Or Click CREATE ACCOUNT and follow the instructions to set up your profile
  • TO CHECK THE STATUS OF AN EXISTING CLAIM (have your Credit Card # available):
  • Click CHECK CLAIM STATUS
  • Click LOGIN (blue button)
  • Enter your email address and password you created during the initial filing
  • Click LOGIN
  • No Account? Click CREATE ACCOUNT
  • Enter the requested LOGIN & PERSONAL INFORMATION
  • Click CREATE ACCOUNT

 

8. How Do I submit a claim through the mail?

Mail your completed claim form, along with your original receipts to Us at the address shown in the section “For Claims an Inquiries” of your certificate of insurance or at: 

Assurant

P.O. Box 7200, Kingston, Ontario K7L 5V5

Please keep in mind that we do not recommend mailing your claim form as response times are longer than normal due to the backlog of mail at Canada Post and the effects that reduced staffing and social distancing measures have on the ability to process paper mail.

9. How long do I need to remain unemployed to file a claim?

For job loss or involuntary unemployment coverage a 30-day waiting period applies. Please submit your claim once you have been unemployed for more than 30 consecutive days. 

10. What if I can’t get documentation to support my claim due to COVID-19?

We understand that this is a difficult time for you and we are doing our utmost to ensure the claims process is customer-friendly. Keep in mind, we do require documentation to support your job loss or total disability claim. Note that: 

  • Most customers are able to secure a record of employment within a reasonable timeframe.
  • If we require communication with a doctor, most are available via fax and phone call.

11. What if my hours have been reduced due to COVID-19?  

We understand that this is a difficult time and we are doing our utmost to ensure the claims process is customer friendly. We need to ensure you meet the eligibility requirements for a job loss claim, notably that there was a termination of employment due to layoff or dismissal without cause. Please refer to the Job Loss/Involuntary Unemployment section of your Certificate of Insurance where you will find the eligibility requirements and exclusions specific to this benefit. Generally, a reduction of hours does not qualify as a Job Loss. 

12. What are the minimum number of hours that I need to be working in order to qualify for a claim? 

Your certificate of insurance indicates the requirements needed to be eligible for a job loss/involuntary unemployment claim including number of hours worked, work status with employer, and in some cases, length of time employed with your current employer. Please refer to the Job Loss/Involuntary Unemployment section of your Certificate of Insurance. 

13. What if I am being paid by my employer with government grants, but I am still not at work, should I file a claim? 

If you are being paid a salary by your employer you are not eligible for these benefits as you have not been laid off or dismissed without cause. Please do not submit a claim if you fall into this category. 

CHECK CLAIM STATUS

1. How do I check the status of a claim? 

You can check the status of a claim right here on our website.

2. There is more than one claim associated with my account/loan number. How do I know which claim to select?

If more than one claim number matches the account/loan number that is entered, a list will be displayed. The “date of loss” column will help you to decide which claim to view. 

The date of loss is:

  • The date of death for a loss of life claim.
  • The first day of unemployment for an involuntary unemployment or leave of absence claim.
  • The date disability began for a disability claim.
  • The date admitted to hospital for a hospitalization claim.

3. How do I check past activity for my claim?  

When you check the status of your claim online, your current claim status is at the top of the page. Scroll down to “History” to see past activity for your claim. 

4. How do I know if a decision has been made on my claim submission?

You can find out if a decision has been made by checking your claim status  online.

5. I am trying to check the status of my claim but am being told that that it is “temporarily unavailable”. What should I do? 

You can check the status of your claim from 3 a.m. until midnight EST. Occasionally the service may be unavailable due to site maintenance or technical issues. During regular hours of availability please wait before trying again. If the problem persists please contact us.

TECHNICAL SUPPORT

1. Does my browser need to accept cookies?

Yes, in order to use this website your browser MUST accept cookies.

2. Must Javascript be turned on?

No, Javascript does not need to be turned on, but enabling it will enhance your browsing experience.

3. Who do I contact if the website isn’t working properly?

Please contact us if the website isn’t working properly. 

FAQ

We have answers! 

Here you can find answers to commonly asked questions about filing a claim and checking your claim status.

FILE A CLAIM

1. How do I file a claim?

You can get your claim started by downloading a claim form.

Then, login or create an account to upload the form and applicable supporting documents online. You can also mail the completed form to us.

Please note that you are responsible for any charges incurred for the completion of all forms, and the provision of all supplemental documentation. An incomplete submission of the requested documentation and claim form could result in a delay of the assessment of your claim. You are responsible for continuing to make your regular scheduled payments until a decision is made by us on any claim submitted.

2. What supporting documents are needed for my claim?

The following supporting documents are necessary to adjudicate your claim:

LifeDeath Certificate
Attending Physician Statement
Estate Authorization Form
Job LossEmployer Statement or Record of Employment
Total DisabilityAttending Physician Statement
Employer Statement or Record of Employment
Self-Employment Affidavit (if applicable)
Accidental DismembermentAttending Physician Statement
HospitalizationDischarge Summary
Attending Physician Statement
Critical IllnessAttending Physician Statement
Celebration EventsBirth Certificate

3. If I don’t have all of the necessary claim documents can I come back later to upload?

Yes at anytime throughout the claim process you can click “Save and Exit”. This will save your progress so you can come back later to upload supporting documents.

When you have the necessary information you can login to your account to add more information and upload additional documents for your claim.

4. I filed a claim, what happens next?

Please allow 15 business days for claim processing after all relevant documentation and information is received. Keep in mind that any missing or incomplete information will cause delays in the claim review process.  It is important that you read your claim form and instructions carefully and provide all required information. You are responsible for continuing to make your regular scheduled payments until a decision is made by us on any claim submitted.
Once your claim has been processed, we will respond to you by regular mail. We will provide you with a claim number which you can use to monitor the status online.

5. I filed a claim but have not received a response. What should I do?

If you do not receive any correspondence within 15 days of sending us all necessary documentation for your claim, please contact us

6. Do I have to submit a claim if my loss is due to COVID-19?

Yes, you will need to submit a claim form so that we may verify if you are eligible to receive insurance benefits for job loss/involuntary unemployment or total disability due to the COVID-19 pandemic. 

7. Why are wait times so long when I call?

Due to high call volumes wait times are much longer than usual. Please visit our website for instructions on how to submit a claim online or to check the status of an existing claim:  

  • TO SUBMIT A NEW CLAIM:
  • Go to FILE A CLAIM
  • Scroll to initial claim form and select appropriate claim form
  • At this point, you can complete the form online, save it and submit your claim online or you can download the form and send it via mail
  • To submit the completed form online go to the ‘Send the completed form(s)’ section
  • Click the LOGIN button and enter your email address and password, if you have one
  • Or Click CREATE ACCOUNT and follow the instructions to set up your profile
  • TO CHECK THE STATUS OF AN EXISTING CLAIM (have your Credit Card # available):
  • Click CHECK CLAIM STATUS
  • Click LOGIN (blue button)
  • Enter your email address and password you created during the initial filing
  • Click LOGIN
  • No Account? Click CREATE ACCOUNT
  • Enter the requested LOGIN & PERSONAL INFORMATION
  • Click CREATE ACCOUNT

 

8. How do I submit a claim through the mail?

Mail your completed claim form, along with your original receipts to Us at the address shown in the section “For Claims an Inquiries” of your certificate of insurance or at: 

Assurant

P.O. Box 7200, Kingston, Ontario K7L 5V5

Please keep in mind that we do not recommend mailing your claim form as response times are longer than normal due to the backlog of mail at Canada Post and the effects that reduced staffing and social distancing measures have on the ability to process paper mail.

9. How long do I need to remain unemployed to file a claim?

For job loss or involuntary unemployment coverage a 30-day waiting period applies. Please submit your claim once you have been unemployed for more than 30 consecutive days. 

10. What if I can’t get documentation to support my claim due to COVID-19?

We understand that this is a difficult time for you and we are doing our utmost to ensure the claims process is customer-friendly. Keep in mind, we do require documentation to support your job loss or total disability claim. Note that: 

  • Most customers are able to secure a record of employment within a reasonable timeframe.
  • If we require communication with a doctor, most are available via fax and phone call.

11. What if my hours have been reduced due to COVID-19?  

We understand that this is a difficult time and we are doing our utmost to ensure the claims process is customer friendly. We need to ensure you meet the eligibility requirements for a job loss claim, notably that there was a termination of employment due to layoff or dismissal without cause. Please refer to the Job Loss/Involuntary Unemployment section of your Certificate of Insurance where you will find the eligibility requirements and exclusions specific to this benefit. Generally, a reduction of hours does not qualify as a Job Loss. 

12. What are the minimum number of hours that I need to be working in order to qualify for a claim?  

Your certificate of insurance indicates the requirements needed to be eligible for a job loss/involuntary unemployment claim including number of hours worked, work status with employer, and in some cases, length of time employed with your current employer. Please refer to the Job Loss/Involuntary Unemployment section of your Certificate of Insurance. 

13. What if I am being paid by my employer with government grants, but I am still not at work, should I file a claim? 

If you are being paid a salary by your employer you are not eligible for these benefits as you have not been laid off or dismissed without cause. Please do not submit a claim if you fall into this category. 

CHECK CLAIM STATUS

1. How do I check the status of a claim? 

You can check the status of a claim right here on our website.

2. There is more than one claim associated with my account number. How do I know which claim to select?

If more than one claim number matches the account number that is entered, a list will be displayed. The “date of loss” column will help you to decide which claim to view.  

The date of loss is:

  • The date of death for a life claim.
  • The first day of unemployment for an job loss claim.
  • The first day of total disability for a total disability claim.
  • The date admitted to hospital for a hospitalization claim.

3. How do I check past activity for my claim?  

When you check the status of your claim online, your current claim status is at the top of the page. Scroll down to “History” to see past activity for your claim.  

4. How do I know if a decision has been made on my claim submission?

You can find out if a decision has been made by checking your claim status  online.

5. I am trying to check the status of my claim but am being told that that it is “temporarily unavailable”. What should I do? 

You can check the status of your claim from 3 a.m. until midnight EST. Occasionally the service may be unavailable due to site maintenance or technical issues. During regular hours of availability please wait before trying again. If the problem persists please contact us.

TECHNICAL SUPPORT

1. Does my browser need to accept cookies?

Yes, in order to use this website your browser MUST accept cookies.

2. Must Javascript be turned on?

No, Javascript does not need to be turned on, but enabling it will enhance your browsing experience.

3. Who do I contact if the website isn’t working properly?

Please contact us if the website isn’t working properly.