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With the measures in place for COVID-19, I know many of you are facing the pressures of balancing caring for your families, friends and community with the demands of your business. These are uncertain and unprecedented times – and the stress and worry, I know, is deeply felt by you and your customers.

First and foremost, I want to share my empathy and concern for you and your loved ones during this time. Trust that we are committed to being there for you as a true partner and that we will continue to work with you to weather these unprecedented times.

As we all try to adjust to these new circumstances, we understand that you and your customers may have questions around their RSA policies, and we’d like you to know we’re here to support you.

To help, I want to remind you that we have developed a comprehensive “Frequently Asked Questions” document for you and we have also developed a new Customer FAQ for you to share with your customers. As a reminder, all of our resources related to COVID-19 can be found on rsabroker.ca/coronavirus.

I want to assure you that we remain open for business at RSA and our work-from-home capabilities have allowed us to maintain a high level of service for you and your customers. It is however important to note that we are experiencing delays in our mail processing due to COVID-19, resulting in some customers who pay using cheques to inadvertently receive overdue notices. Given these delays, we strongly recommend customers use a digital method of payment (e.g. online banking, or paying with a credit card using "Pay my Bill") to ensure efficient processing.

My personal promise to you is to stay close, to communicate with you frequently and transparently – and to listen to and support our teams to the best of my ability. We will continue to update our website, www.rsabroker.ca/coronavirus, with news and information as it becomes available.

Stay safe and well.

Donna Ince
Senior Vice President, Personal Insurance

FAQ Highlights

NSF and Reinstatement Fees

Did you know that we are waiving our fees for NSF until further notice for all Personal and Small Commercial policies?

NSF fees (for Personal and Small Commercial policies) and reinstatement fees (only applicable for Ontario auto policies) occurring after March 16, 2020 will be waived going forward.

Direct Billing / Digital Payments

While we’re still accepting cheque payments, we strongly recommend that your customers use other digital payment options. We are experiencing delays in our mail processing due to COVID-19, which has resulted in some customers inadvertently receiving overdue notices; online banking or paying with a credit card using "Pay my Bill" is therefore our recommended payment option.

EZ-Docs

EZ-Docs is available for you to submit a request to receive or retrieve the broker copy of your customer’s policy documents for Personal and Small Business in electronic format. See FAQs for more details on how to register.

Declaration of Emergency

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. Please see FAQs for more details and exceptions.

RSA Canada continues to monitor the COVID-19 situation and has updated information regarding services and coverage.

www.rsabroker.ca/coronavirus