COVID-19: General FAQs
The COVID-19 pandemic is creating chaos all over the world, presenting, not only severe challenges to health and daily life, but also financial and logistical problems related to the current state of our economy. Together, our Brokers Trust team and insurers are dedicated to working with you to help you in any way we possibly can.
We understand that this is a difficult time, which is why we’ve put together a series of FAQs to provide some quick insight on topics and issues that may affect you.
Are we still open for business?
Yes, we are still open for business. Insurance has been classified as an essential business by the Ontario government and as such, we will continue to operate and ensure that our clients remain protected and serviced.
Please continue to reach out to us by phone or email, so we can assist you with your insurance needs.
How can I make a payment?
Even though our team is working remotely, Brokers Trust continues to be open to service our clients. Although we are still accepting cheques, here are some other ways you can make a payment during this time:
- Online and telephone banking payments can be made through your financial institution. Simply visit their page directly and register your Insurance company as a payee.
- Payment of your Brokers Trust invoice by credit card can be made by visiting brokerstrust.ca/online-payments.
- If you’ve received your insurance premium invoice from your insurance company, you can pay your bill by visiting their website directly.
- Although we are still accepting payment by cheques, it is very challenging to handle via mail and in-person, so we kindly ask that you no longer use this method to pay your premiums.
We are available by phone and email for any of your payment related questions. Please contact your Account Manager directly for assistance.
How are NSFs being handled?
We understand that things have changed and it may have become more challenging to pay your bills with the circumstances around the outbreak. We are working together with insurance companies to assist you in any way that we can, including providing financial relief and accommodations whenever possible. While some insurers are waiving NSF fees for the duration of the crisis, most are dealing with payment issues on a case-by-case basis.
Please contact your Account Manager by phone or email for any assistance regarding NSF fees.
How are cancellations for non-payment being handled?
Mail is slow right now, and that may have affected your ability to receive your policy and make payment. Or you may not have been able to make the payment in a timely manner due to unforeseen circumstances. While some insurers are temporarily suspending all cancellations for non-payment, most companies are dealing with payment issues on a case-by-case basis.
Please contact your Account Manager by phone or email in regards to a payment issue during this time.
How can I retrieve my policy documents?
We strongly encourage you to sign up for our my Brokers Trust portal or through GooglePlay and AppStore. By signing up, you will have access to all your policy information, including your policy renewals, payment notices, claims information, and even request changes.
Alternatively, you can contact your Account Manager for any assistance in retrieving your policy documents. We are happy to help in any way we can during this time.
We know this is a lot of information to take in – so we’ve put together a video for you on ways to easily retrieve your policy documents.
Can I still make a claim? If so, who do I contact?
Yes, our 24/7 claims dedicated team is still open and available to assist you during this time. You can contact our claims team directly at 905-695-5188 or firstname.lastname@example.org. They will be able to assist you with reporting a new claim and any inquiries on an existing claim. If you require further assistance, please contact your Account Manager.
We know this is a lot of information to take in – so we’ve put together a video for you on accessing our 24/7 claims department.
These FAQs are to be used as a general guideline and may not be definitive to every situation. As our client, your needs are unique and should be discussed in detail with your Account Manager.
Your questions, answered. We’ve got you covered. Read more about our other FAQs.