Information for customers regarding COVID-19

Information for customers regarding COVID-19


We’re here for you

Supporting each other and being stewards of health in our communities is more critical than ever to help stop the spread of COVID-19. Your safety, your pet’s safety, as well as the safety of our employees, is of the utmost importance to us. We are closely following the recommendations from the Public Health Agency of Canada (PHAC), and we have a strong, resilient business to weather the challenges.

Here’s what we’re doing to support employees:

  • While our offices remain open to allow people access to equipment or files that they need, we have asked employees who can work from home to do so
  • For employees who were not set up to work from home previously, we are working with a sense of urgency to equip as many people as possible to work from home, as well as maintaining social distancing in the meantime
  • We adjusted our policies to take pressure off people – anyone who needs to can focus on supporting their families and maintaining their own wellness, without worrying about balancing home and work-life
  • We are avoiding any in-person meetings, and holding virtual/phone meetings instead

If you need to submit a claim:

To contribute to ensuring claim payments can be processed quickly and efficiently, you can switch your claim reimbursement method to direct deposit. Please visit the Claims section in your customer portal to update your information. Remember, you can submit your claim online by uploading a photo of your claim form and receipt.

If you need to reach us:

Due to limited staff in the customer call centre at this time, we encourage you to contact us via email.

You are a valued customer and we continue to be committed to taking care of you and your pet.

You can contact us as usual:

Please note, our hours have changed:

Monday to Friday 10:00am – 8:00 pm EST
Saturday 9:00am – 8:00 pm EST
Sunday closed

Live chat hours:

Monday to Friday 8:00am – 10:00 pm EST
Saturday 9:00am – 8:00 pm EST
Sunday closed

We’ll continue to monitor the situation, and we’ll update this page if anything changes.

If you have any questions or concerns, please don’t hesitate to reach out to us.

Stay safe. We’re all in this together.