COVID-19 Updates

Finding the 'next normal' together

Updated: May 14, 2020.

Businesses across the country are slowly being allowed to re-open on various dates during the month of May, provided they can serve their customers safely. GMS has been fortunate to continue serving you without interruption through the significant challenges of the past couple of months.

With our staff working safely and securely from home, we’re here to pay your health and wellness claims and help you keep well.

Using your GMS pay direct card at participating providers is so convenient. For immediate claims payment at the point of your health service delivery, whether it’s the pharmacy, dentist, chiropractor or massage therapist, our pay direct card does it all, in real time. No need to be out of pocket.

Visiting us online is another great way to go for prompt, easy service. Sign up for a My GMS Account by clicking on Login/Register at www.gms.ca. You’ll be able to review your claims history and submit health claims online anytime, 24/7/365. An account also lets you sign-up for claim direct deposit to have your claim payments automatically deposited into your account. It’s the fastest way to go for payments.

We continue to process higher than normal volumes of travel claims, and appreciate the patience of our travel customers. If you’re getting ready to submit a claim, just click the ‘Submit a Claim’ button on our website homepage. We’ve made things easier with step by step instructions to guide you through the travel claims process.

During this time, the safety and health of you our customers, and our employees continues to be our first priority. Period. That’s why we will keep the well-being of everyone in mind and be prudent in deciding when to offer in-person service again at our front counter in Regina. Meanwhile, you can find us online anytime at www.gms.ca, and on the phone Monday to Friday, 8 am to 4:30 p.m. CST at 1.800.667.3699.

GMS has over 70 years of being here for our customers. Of giving back to support health care and wellness in our communities. We’re dedicated to helping our customers and our communities balance five key dimensions of wellness – physical, mental, intellectual, social and financial.

In March when the World Health Organization declared the spread of COVID-19 a global pandemic, it became quickly apparent that the measures to stave off transmission via lock down and physical distancing would have far-flung economic impacts. We know our customers, their families and their businesses are under varying and unprecedented levels of strain and we’ve worked hard to help you adjust your plans as needed.

We’re also taking thoughtful steps to ensure you will continue to be well-served in what are likely to be trying times in the months ahead. There are bound to be set backs as re-opening progresses but we are determined to keep our staff well and focused on delivering outstanding customer service.

As we begin to emerge from this phase of the COVID-19 battle, and begin finding our ‘next normal’ we stand steadfast in support of our collective recovery. Our collective health and well-being as a nation. Let’s continue to stay safe and be here for each other.

President & CEO, John Salmond

Thank you for your patience during this time.

We're experiencing a high volume of calls, emails and claims as we help our customers impacted by COVID-19. Our call centre hours have shifted to 8 a.m. to 4:30 p.m. CST, allowing for more representatives to be able to answer calls and emails during peak times. We appreciate your patience as we work to serve you during this time.

To help answer common questions many people have, we’ve compiled product-specific  Frequently Asked Questions (FAQs), in hopes of saving you time on a call or email. The FAQs can be viewed by selecting the tab on the left-hand side of this page.

We also want to assure you GMS is able to maintain operations in this unprecedented time.

In-person service has been halted at our Regina office until further notice, and our Business Continuity Plan has been enacted to protect the safety and well-being of our staff.  We’ve implemented work from home arrangements to prevent the potential for contracting or spreading the virus, and to help staff manage family responsibilities. We’re taking these steps to help stop the spread of COVID-19, and to ensure we can continue to serve our customers.

We are also busy maintaining business as usual for our Individual Health and Group Health Plan customers, and our Immigrants & Visitors to Canada customers. 

If you’re currently away and experiencing a medical emergency, please call GMS Travel Assistance at 1-800-459-6604 (within Canada & US) and collect 905-762-5196 (from all other locations).

Have questions? This site is a great source of information. To make things easier, we've created a number of product-specific FAQs that can be viewed by selecting the tab on the left-hand side of this page. Can’t find the answer you need? Email us at info@gms.ca

To submit claims: Online is your quickest option. Sign up for a My GMS Account by clicking on Login/Register at the top of the site. With an account you'll be able to submit claims online and sign-up for claim direct deposit to have your claim payments automatically deposited into your account.

To make payment: We have several methods, Pre-Authorized Debit, Electronic Funds Transfer (EFT), Cheque (mailed to our office), and credit card (for clients with a Personal or Replacement Health Plan only). To set up one of these payment methods, email info@gms.ca if you have Personal Health or Replacement Health Plan, or group@gms.ca if you have a Group Benefits Plan.

To request tax receipts: Please email your request to info@gms.ca. Be sure to include your full name, date of birth, and GMS ID number.

How do I make a claim?

For Trip Cancellation Insurance please complete a claim form and include all supporting documentation. Email the form and documentation to travelinquiry@gms.ca within 12 months after the cancellation or interruption occurred.

For Emergency Medical Coverage please complete a claim form and include all supporting documentation. Email the form and documentation to submit@allianz-assistance.ca.

For Drug, Dental, Vision and Health Claims:

• Online is your best and quickest option. Sign up for a My GMS account (hit Login/Register at the top of this page) and you’ll be able to submit claims online and sign-up for direct deposit to have your claim payments automatically deposited into your bank account. No need to worry about waiting for cheques in the mail.
• You can also submit claims online without a My GMS account. Just hit the big green button at the top of this page.
• To avoid submitting a claim altogether, show your GMS ID card at your pharmacy or healthcare provider and ask if they’ll bill us directly.
  
  

I'm having trouble getting through on the phone. Should I call or email you?

If you’re currently away and need to extend or top-up your coverage please give us a call at 1.800.667.3699 (within Canada & US) or collect at 1.306.352.7638 (from all other locations). If you’d like to cancel coverage for a future trip, please email us at info@gms.ca.

How have GMS’ operations been affected by the COVID-19 pandemic?

To prevent the spread of the COVID-19 virus, we have closed our Head Office in Regina to the general public and many of our employees are now working remotely. However, we are still open, and you can continue to conduct regular business with us by phone, email and online.

With your staff working from home, how can I pay my plan premiums?

We offer several payment methods to keep your premiums paid including:

• Pre-Authorized Debit (PAD)
• Electronic Funds Transfer (EFT)
• Cheque by mail to Head Office
• Credit Card (Individual clients only)

If you wish to set up one of these payment methods:
Groups can contact group@gms.ca and Individual clients can contact info@gms.ca.

If COVID-19 prevents me from working, do I qualify for short-term disability?

Here's how your Short-term Disability benefit works when it comes to employees needing to miss work due to COVID-19:

• If someone has tested positive for or is waiting for test results for COVID-19.
  They can apply for Short-Term Disability benefits. The waiting period and need for an Attending Physician's Statement for their claim will be waived to make sure they receive benefits as soon as possible. This will support them during their immediate self-quarantine. If they have not been tested, their claim will be evaluated after a waiting period to allow time to first receive their test results.
  To apply:
  
  • fill out the Confirmation of Illness Form and Member Statement;
  • follow the instructions; and
  • submit it to lifedisability@assumption.ca
    
    
• If someone is experiencing symptoms but has not been tested for COVID-19.
  They can apply for Short-Term Disability benefits. Their claim will be evaluated after a waiting period to allow time to first receive their test results. If someone is experiencing COVID-19 symptoms and have not yet been tested, we require them to get tested before completing their Short-Term Disability claim.
  To apply:
  • fill out the Disability Claim Initial Request;
  • follow the instructions; and
  • submit it to lifedisability@assumption.ca
    
    
• If someone has no symptoms but has been told to self-quarantine by a government or healthcare professional.
  If working from home is not possible, Employment Insurance benefits should be utilized, not Short-Term Disability benefits.

Can I still purchase trip cancellation and interruption coverage?

No. Due to the Global Travel Advisory issued by the Canadian government in response to the COVID-19 pandemic, we’re unable to provide coverage for claims outside of Canada. As a result, we’ve decided to suspend sales of our TravelStar product which offers trip cancellation and interruption coverge until further notice.

I cancelled my trip because of the Canadian government’s Global Travel Advisory – what do I do?

The first thing you’ll need to do is contact your travel supplier for any credit or refund. Please note, you’re required to take advantage of these credits or refunds being made available to you by your airline or travel provider before submitting your claim to us. 

Once that’s done you’ll need to complete a claim form and submit your supporting documents to travelinquiry@gms.ca. There’s no need to call in order to start the claim process.

My travel supplier is only offering a voucher/credit for the full value of my cancelled trip, but I'd like a cash refund instead. Can I make a claim?

Our Trip Cancellation Plans offer coverage for costs that can’t be recovered when a trip is cancelled. For example a non-refundable deposit. If your supplier has offered a voucher/credit for the total value of your cancelled trip, it’s considered a full refund under your Trip Cancellation Plan. With a full refund available in voucher/credit form, there is no cost to be recovered and a claim cannot be made.

With that said, you may be eligible for a premium refund. Please call us at
1-800-667-3699 for more information.

Any disputes over refunds and vouchers/credits should be directed to your travel provider, transportation carrier, or the Canadian Transportation Agency.

My trip in June's been cancelled due to the Canadian government’s Global Travel Advisory – can I submit a claim for it now?

Yes. Please submit a claim form along with supporting documentation by email to travelinquiry@gms.ca. A call isn’t necessary to start the claim process.

My trip was cancelled because of the COVID-19 pandemic – can I get a premium refund for my plan?

You’d be eligible for a premium refund if your travel supplier (ex. airline, tour operator, cruise ship, etc):

• cancelled the trip and gave you a full refund with all penalties waived;
• or changed the travel dates and gave you a full refund with all penalties waived because you’re unable to travel on the new dates.
  
  

Can I extend my Trip Cancellation Insurance if I’ve been delayed returning to Canada?

There’s no need to extend your policy if you’re delayed returning home. You can submit a claim for your interrupted trip once you get back home.

My vacation’s been rescheduled by my travel supplier - can I change the dates of my Trip Cancellation Insurance?

Yes, you can change the dates of your coverage as long as you haven’t left on your trip and your new departure date is within 18 months from the date you purchased your plan.

Does my Trip Cancellation Insurance cover changes and cancellations due to COVID-19?

Yes, you have coverage as long as there was no travel advisory to “avoid non-essential” or “avoid all travel” before you purchased your plan. For Multi-trip plans, you have coverage if there was no travel advisory in place before your purchase date or booking date.

If I have to cancel my trip before I’m scheduled to leave because I’ve been diagnosed with COVID-19 or am in self-quarantine because I’ve been exposed to COVID-19, will my Trip Cancellation Insurance cover expenses?

Yes, you’d have coverage under your Trip Cancellation plan.

If I’m away and cannot continue my trip because the area I’m in becomes quarantined due to COVID-19, will my Trip Cancellation Insurance cover my costs?

You have coverage as long as there were travel advisories in place for your destination when you purchased your plan.

I’m returning to Canada early because the Canadian government advised all Canadians to return home. What will my trip cancellation insurance cover?

Your plan will cover the cost to change your ticket or book one-way transportation home, whichever’s less. You’ll also have coverage for unused, non-refundable tickets, accommodations, car rentals, etc.

Can I still purchase emergency medical insurance?

No. Due to the Global Travel Advisory issued by the Canadian government in response to the COVID-19 pandemic, we’re unable to provide coverage for claims outside of Canada. As a result, we’ve decided to suspended sales of our TravelStar products until further notice.

Can I extend my GMS emergency medical coverage or purchase a top up if I need to be away longer due to COVID-19 travel disruptions?

If your policy expires before the end of March and you need more time to make return arrangements, you can extend/top-up to change your return date. The latest your return date can be is March 31st. You’ll need to contact us before your plan ends.

Will I have coverage under my emergency medical plan if I decide to stay outside of Canada even though the Canadian government has advised all Canadians to return home?

You’ll have coverage up to the expiry date of your policy.

If your policy expires before the end of March, you can extend/top-up your policy to March 31st at the latest.

I have emergency medical coverage with my Individual Health or Group plan – am I still covered?

You have coverage as long as: 

• you left before March 13th at 2 pm CST when the Canadian government issued the Global Travel Advisory; and
• there was no “avoid non-essential” or “avoid all travel” advisory in place for your destination before you left. 

If you haven’t left, you are not covered for travel outside of Canada as long as the Global Travel Advisory is in effect.

If I’m diagnosed with COVID-19 while I’m away, will my emergency medical coverage cover my medical expenses?

If there was no travel advisory in place for your destination before you arrived, you have coverage for COVID-19-related medical expenses. If there was a travel advisory in place for that area before you arrived, you do not have coverage for COVID-19-related medical expenses.

What happens if I’m placed in medical isolation because of COVID-19 while I’m away and can’t get home before my emergency medical policy expires?

We’ll automatically extend your policy for 72 hours after you’ve been discharged or deemed fit to travel as long as your policy was still effective when you went into isolation.

Can I cancel my emergency medical plan if I haven’t left on my trip?

You can change or cancel your coverage for a full refund as long as it’s before the effective date. No need to call to cancel, you can simply email us at info@gms.ca.

I came home early from my trip, can I get a refund the days of emergency medical coverage I didn’t use?

Yes, we’ll refund you for your unused days of coverage as long as you haven’t submitted a claim for that trip. Be sure to send us a cancellation request by email no more than 30 days from the day you returned home. Once we’ve issued your refund, you’ll no longer be able to submit a claim under that plan.

I'm a truck driver delivering goods across the US/Canada border. Am I able to renew or purchase a Multi-Trip Annual Plan?

Yes. In collaboration with the Canadian Life and Health Insurance Association, we support the continuation of cross-border trade with the United States. During the COVID-19 pandemic we're waiving our Work and Travel Advisory exclusions in our TravelStar Multi-Trip Annual Plans. If you're interested in purchasing or renewing your coverage, please give us a call at 1.800.667.3699 and let us know you're a truck driver. Currently at this time Single-Trip plans are unavailable for purchase. 

Can I still purchase an Immigrants & Visitors to Canada plan?

Yes, as long as all applicants meet the eligibility requirements.

Will I be covered if I’m diagnosed with COVID-19 while in Canada?

Yes, as long as it wasn’t a pre-existing condition and your plan was purchased before April 24th.

Since there’s a long incubation period for COVID-19, how would I know if I have been infected prior to the effective date of my policy?

As long as you haven’t been diagnosed or are not showing any symptoms on the effective date, or during a waiting period, you’re eligible for coverage.

If I want to stay in Canada longer, can I extend my plan?

Yes, there are some conditions and things to know though:

• If you purchase a plan extension after April 24th, it will not include coverage for COVID-19 related expenses.
• You need to contact us 48-hours before your plan expires.
• During your time in Canada, you must not have required any medical treatment (if you’ve received medical treatment, you may still be eligible to purchase a new plan. Contact us to find out.)
• Your plan can’t be extended beyond one year
• You must not have celebrated your 80th birthday since arriving in Canada
  
  

Can I purchase a plan after arriving in Canada?

Yes. Keep in mind though:

• If you've been in Canada for 30 days or less, there's a 48-hour waiting period.
• If you've been here for more than 30 days, a seven-day waiting period applies.
• Plans purchased on or after April 24th do not include coverage for COVID-19.

We believe it’s our responsibility to be there for our customers in situations like the COVID-19 pandemic. We’re committed to providing support and solutions to individuals and families covered under our Personal and Replacement Health Plans. Starting March 27th, we’re implementing a number of exceptions to our regular business practices for the duration of the provincial states of emergency. These will serve as relief measures to our existing customers during this unprecedented time.

What support is GMS offering to its customers at this time?

Our health plans are intended to help you live well and afford the care you need in unexpected situations. During these uncertain times, emergency medical coverage is more important than ever. 

We’re  here to ensure you’re able to keep your health benefits throughout this difficult time. We’ve made several options available to help ease the financial stress you might be experiencing and accommodate your coverage needs. Please call us at 1.800.667.3699 and we’ll work with you to find your best option.

My policy's coming up for renewal and I might not be able to afford the whole year. Are there payment options?

You bet. We know paying for the whole year up front isn’t always doable, so you also have the option to pay monthly. You can even set up convenient automatic monthly withdrawals from your bank account. Give us a call at 1.800.667.3699 and one of our Customer Care Representatives will set you up on the payment plan that suits your needs.

My plan's about to renew and I can't afford it. What are my options if I still need the benefits?

To help with the financial strain and uncertainty you may be facing right now, we’ve extended our 30-day deferral period. We’ll allow you to access your benefits without paying your premium for up to 90 days. Claims incurred during those 90 days will be reimbursed when we receive payment. Please call us to at 1.800.667.3699 to learn more.

Can I cancel the optional benefits under my Personal Health plan to lower the cost?

Yes. We recognize the impacts of COVID-19 on your finances and ability to access care. If you’re unable to use and/or afford your add-ons right now, you may be able to cancel those benefits and add them down the road without penalty, waiting periods or medical questions. Please call us at 1.800.667.3699 to talk through your options.

I can only afford the basics right now, can I downgrade my policy even if it's not time to renew?

Absolutely. We've got a number of plans available to suit your budget. While your province is under a state of emergency, we'll happily downgrade you to a more comfortable plan without penalty. Once the state of emergency has been lifted, we’ll put you back in your current plan with no waiting periods or medical questions. Please give us a call at 1.800.667.3699 to adjust your coverage.

I can't make my payment this month, but I don't want to lose my plan. Can you help me?

Yes. If you’re on a monthly payment plan, we’ll let you put your plan on hold with no penalty while your province is under a state of emergency. You won’t be able to access your benefits during this time, but we’ll guarantee your current coverage with no waiting periods or medical questions once the state of emergency is over. To discuss this option, please call us at 1.800.667.3699.

I think I might need to cancel my health plan. How do I do that?

It’s during uncertain times like these, that our coverage for emergency medical care is so valuable. We recommend keeping your health coverage and are committed to supporting you in order to do so.  If you feel you need to cancel your plan despite the flexible options available to you, please call us at 1.800.667.3699.

My child's university semester/post-secondary schooling has been cancelled because of COVID-19. Are they still covered even though they're not enrolled in classes?

If your student child was listed as a dependent on your policy before March 13th,  yes  they still  have coverage. We know times like these can’t be predicted so we’re not requiring any proof of continued enrollment for over-age dependents at this time. 

I'm a truck driver delivering goods across the US/Canada border. Do I have coverage under the out-of-country emergency medical benefit in my Individual Health plan?

Yes. In collaboration with the Canadian Life and Health Insurance Association, we support the continuation of cross-border trade with the United States. During the COVID-19 pandemic we are waiving our Work and Travel Advisory exclusions in our Individual Health policies, and guaranteeing Emergency Medical coverage for truck drivers with an Individual Health plan.

Thanks for keeping things moving! 

If I change my plan during my province's state of emergency, will you automatically change it back when the state of emergency's over?

To avoid surprises, we'll contact you to let you know when we're changing your plan back.

At GMS we believe it is our responsibility to do our best to provide support in situations such as the COVID-19 pandemic. We are committed to providing solutions to our business partners and will update this information frequently to keep you up to date. We want to outline our current practice and exceptions to our regular business process that we will adopt effective March 27th for business relief measures and Group Benefits during this event.

How do I access my Groups’ information online?

Plan administrators
Sign up for the plan administrator portal by completing The Online Administrator Agreement and emailing it to group@gms.ca. Once you’re registered, it’s easy to perform a variety of tasks online such as:

• Updating employee information 
• Adding or removing members/dependants
• Updating personal information

Plan members
Sign up for a My GMS account by visiting www.gms.ca and clicking Login/Register.
A My GMS account lets you:

• Submit claims online
• Review claim payments
• Update personal information (security and banking information)

 The following questions reference Assumption Life benefit coverage. If your group does not have Assumption Life benefit coverage, we will be contacting you directly.

Will truck drivers delivering goods across the US/Canada border still have Emergency Out-of-Country Medical coverage?

In collaboration with the Canadian Life and Health Insurance Association, GMS fully supports the continuation of cross-border trade with the United States during the COVID-19 pandemic. As such, we will guarantee Emergency Out-of-Country Medical coverage for truck drivers hauling essential goods over the US/Canada border.

My business has been negatively impacted by COVID-19 causing things such as temporary layoffs, business closures or other financial hardships. How can GMS help?

We have a variety of options to support your business through COVID-19. Each situation will be reviewed on a case-by-case basis. If your group qualifies, extended grace periods, deferrals of payments and suspension of coverage and premiums may be available. Send us an email with your group name and number to group@gms.ca and we will contact you as soon as possible to discuss how we can help you and your business during this difficult time.

What if I have laid off some or all of my employees?  How is my Group Benefits plan affected?

As each groups’ needs may vary, we encourage you to reach out to us at group@gms.ca. We can discuss potential solutions and next steps for your company. If you would like to keep employees on your benefits plan after a layoff, you may do so. However, you will need to notify us and their premiums will need to continue to be paid.

Do I need to notify GMS to extend Health and Dental benefits to employees on temporary layoff?

Yes. Please let us know, within 31 days, which of your employees have been temporarily laid off. We will update our records and set a follow-up date to return them to employed status.

Are short- and long-term disability benefits (LTD/STD) available during temporary layoffs? What is our layoff provision?

As disability benefits are income-related benefits, they generally are not available and do not continue during layoffs. However, if premiums are paid, during this time we can offer 90 days of disability coverage during a layoff without an amendment to your policy.

Do I need to notify GMS to extend Life and Disability benefits to employees on temporary layoff?

Yes. Please notify us within 31 days of the date of layoff. If premiums continue to be paid, you can extend benefits for up to 12 months (one year) for Life benefits and 90 days for Short-Term Disability/Long-Term Disability benefits.

I haven’t laid off employees, but their hours of work have been significantly reduced. How does that affect my plan?

Health & Dental Benefits:
We’re currently making an exception for employees who are working reduced hours due to COVID-19.  As long as we are notified, we will no longer apply our standard minimum number of hours worked requirement to remain eligible for benefits. To remove coverage for a plan member, a plan administrator must submit an employee termination or contact group@gms.ca.

Life & Disability Coverage: 
Should a plan member fall below the minimum number of hours noted in the policy, we must be notified of the date within 31 days. If the premiums continue to be paid, your employee(s) can maintain Life coverage for up to 12 months and Disability coverage for up to 90 days.

Who can I talk to about the wellbeing of my business and employees during this difficult time?

We offer an Employee and Family Assistance Program (EFAP) as an optional Group benefit. If your Group opted for this benefit, please visit the Homewood Health Website which provides a variety of resources and services available to help you through the COVID-19 pandemic or call the Homewood Health helpline at
1-800-663-1142.

If you are interested in adding this benefit to your employee benefits, please contact us at group@gms.ca or talk to your broker.

Can I still purchase a StudentPlan?

No. Due to the Global Travel Advisory issued by the Canadian government in response to the COVID-19 pandemic, we’re unable to provide coverage for claims outside of Canada. As a result, we’ve suspended sales of StudentPlan until further notice.

I'm at my school - am I still covered?

Yes. You have coverage, subject to the terms of your policy, until the expiry date of your plan. Please note because we’re not selling StudentPlans at the moment, we’re unable to extend your coverage beyond your expiry date.

My semester was cancelled because of the COVID-19 pandemic – can I get a premium refund since I returned home early?

Yes. As long as you’re returning to your province of residence and haven’t made any claims under your plan. No refunds are issued for partial months. To receive your early return refund please email proof of your return (i.e. plane ticket, gas receipt, passport stamp) to us at info@gms.ca.