COVID-19 - UPDATE FROM RSA

As the COVID-19 pandemic continues to change on a daily basis, RSA Canada remains committed to evolving how we do business to best serve our employees, broker partners and customers. With a state of emergency now declared in Ontario and Quebec, financial services, including insurance, has been confirmed by the government as an “essential workplace”. We remain open for business to continue to take care of your customers during this challenging time and we are keeping our promise to stay in close digital communication with you on any key updates and decisions.

We recognize that the situation in Quebec is unique and we are currently working through solutions. You have our commitment that we will be back to our Quebec brokers as soon as we know more.

STAYING IN TOUCH, DIGITALLY

RSA understands the challenges many of you are facing with respect to physical office location accessibility and we want to assure you that we are here for you as your partner. We strongly encourage you to utilize all of our digital assets for communication and transactions during this time of physical distancing. Please visit our broker portal, BRAVO, for digital tools such as:

  • WebBusiness – RSA’s Personal transaction portal to issue new business and to change or cancel existing policies in real time (please note, not available in Quebec)
  • RSA ClaimsPoint™ – RSA’s on-line claims portal to submit first notice of loss for Personal and Commercial (exception of commercial fleet, commercial GL and Marine; please note, not available in Quebec)
  • EZ docs – RSA’s digital solution to receive or retrieve your electronic copy of your client’s policy documents for Personal and Small Business
  • RSA Pro™ tool – RSA’s online quote and bind tool for Small Business (Business & Professional Services, Contracting and Retail)

SERVICE

I am proud to let you know that our personal and commercial insurance underwriting teams across our hubs as well as our claims team have mobilized quickly in this crisis, with our agility resulting in continued strong service to best serve you and your customers.

The Risk Control team is off the road effective immediately. Any special visit will be handled on a case by case basis.

As previously mentioned, we have suspended Personal and Commercial inspections until further notice. Please contact your underwriting team to discuss timing for future actions.

For our Claims Service, we want to remind you that utilizing RSA ClaimsPoint™ will speed up reporting and submission of the claim with pre-loaded policy information and we will be placing priority on portal submissions over fax and email submissions at this time (please note, not available in Quebec).

We understand how important it is to get your customers back up and running as soon as possible and will continue to come together as a team to provide the Claims Service your customers need to quickly resolve their claims. We are ensuring all of our Claims Field Staff who are needed on-site at a customer property are following all safety standards and guidelines and where applicable we are using digital tools enabling a virtual option in an effort to scale back the in-person presence where it makes sense.

We will continue to monitor the situation and will provide updates to you regarding the fulfillment of our service to you and your customers.

DECLARATION OF EMERGENCY

We are aware that different insurers are currently taking varying positions with respect to enacting The Declaration of Emergency Endorsement (please note, this does not apply to Quebec). At this time, RSA Canada is not applying the Endorsement automatically for all renewals; the majority of our policies will continue to be issued and customers will receive their renewals and continue coverage. For those cancellations where the customer can demonstrate they were directly impacted by the emergency, we will consider the specific request on a case by case basis. Brokers are encouraged to contact our underwriters to discuss specific policies.

BILLING

With respect to Non-sufficient Funds (NSF) fees, as government restrictions continue to impact the personal household finances of Canadians, including RSA customers, we have made the decision to waive our fees for NSF until further notice for all Personal and Small Commercial policies.

FREQUENTLY ASKED QUESTIONS (FAQ)

To help answer further questions you have been asking of us, we have put together a “Frequently Asked Questions” document for both Personal and Commercial lines. For additional commercial support we’ve created COVID-19 tip sheets on ceasing fleet operations and idle property protection.  

We will continue to stay in touch, digitally, as the situation continues to evolve. To stay informed on all of our updates, please visit our COVID-19 page on rsabroker.ca and do not hesitate to reach out to your Regional Sales Manager should you have any further questions.

I sincerely thank you for both your patience and partnership as we both work through this quickly changing situation.

Sincerely,

Martin Thompson
President & CEO, RSA Canada