Have questions?

You can visit our FAQ section to get information on filing a claim or checking your claim status.

Can’t find what you’re looking for? Or need to chat with a person?

Give us a call

1-800-361-5344

Write us

Assurant, Financial Claims
1945 King Street East, Suite 100
Hamilton, Ontario
L8K 1W2

Have questions?

You can visit our FAQ section to get information on filing a claim or checking your claim status.

Can’t find what you’re looking for? Or need to chat with a person?

Give us a call:

1-800-268-5962

Write us:

Assurant, Financial Claims
1945 King Street East, Suite 100
Hamilton, Ontario
L8K 1W2

FAQ

We have answers! 

Here you can find answers to commonly asked questions about filing a claim and checking your claim status.

GENERAL

1. How do I create an account?

a. Visit the “Create Account” page and fill in all the required fields..

b. We’ll send a verification email to the email address you provide. Verify your account by clicking on the link within the email. If you don't verify your email address, you won’t be able to set up your account. Note: there may be a delay of up to 20 minutes before you receive the link.

c. Log into your Assurant account using your new credentials.

d. Click on “Optional Credit Insurance“.

2. How do I file a claim on my account/loan?

You can get your claim started by downloading a claim form.

Then, if you are filing a claim for an auto loan, follow the instructions on your claim form to return your completed form.

If you are filing a claim for insurance on your credit card or personal loan/account, login or create an account to upload the form and applicable supporting documents online. You can also mail the completed form to us.

Please note that you are responsible for any charges incurred for the completion of all forms, and the provision of all supplemental documentation. An incomplete submission of the requested documentation and claim form could result in a delay of the assessment of your claim. You are responsible for continuing to make your regular scheduled payments until a decision is made by us on any claim submitted.

3. Can I find out which coverages I can file a claim for on this site?

Yes, you can find out which coverages and services you can file a claim for on this site. Just follow the steps below:

  1. From the home page, click on “Optional Credit Insurance”
  2. Click on “File a claim”
  3. Under Initial Claim Form, you will see a list of all the different benefits. To see which benefits you are eligible for, please refer to your certificate of insurance.

4. Where do I find my Certificate of Insurance?

The Certificate of Insurance would have been included as part of your welcome package sent to you upon enrollment.

5. What supporting documents are needed for my claim?

The following supporting documents are necessary to adjudicate your claim:

Loss of Life/ DeathDeath Certificate
Attending Physician Statement
Estate Authorization Form
Involuntary Unemployment/Job LossEmployer Statement or Record of Employment
Copies of last two consecutive pay stubs (if applicable)
Proof of Employment Insurance eligibility (if applicable)
DisabilityAttending Physician Statement
Employer Statement or Record of Employment(if applicable)
Self-Employment Affidavit (if applicable)
DismembermentAttending Physician Statement
HospitalizationAdmission and Discharge Summary
Attending Physician Statement
Critical/ Terminal IllnessAttending Physician Statement
Loss of Self-Employment

Financial records
Copies of business licence
Business registry and/or articles of incorporation(if applicable)
Self-Employment Affidavit

Injury as a result of motor vehicle accidentPolice Report

6. If my claim is approved, how will I receive my payments?

All payments are applied back to your credit card/loan/credit facility and will be posted to your account. Our payments will also be reflected on your monthly credit card statement.

7. Am I still required to make my monthly payment while I have an active claim?

Our claims are paid based on your date of loss, not your account due date. It is still your responsibility to keep your account in good standing with your bank/creditor.

8. Do I continue to pay for the insurance while I have an active claim?

The insurance would continue to remain on your account to protect you for any future losses unless you state otherwise.

9. I filed a claim but have not received a response. What should I do?

If you do not receive any correspondence within 15 days of sending us all necessary documentation for your claim, please contact us. For instant support, you can use our live chat tool by clicking on “Chat Now” at the bottom right corner. Alternatively, you can contact us at the number listed in your Certificate of Insurance.

HOW TO FILE A CLAIM

1. Can I file a claim online?  

Yes, you can file a claim on our website. Get started by logging in or creating an account.

  • Select your coverage type from the dropdown menu at the top of the page.
  • Click “File a Claim” under the description of the coverage.
  • Complete the claim form. Please be aware that missing information may cause a delay of your claim.
  • Once the form is completed carefully review and upload any supporting documents and accept the authorization and then click “Submit Claim”.
  • You will receive a message via email that your claim has been submitted.
  • 2. How can I check the status of a claim?

    You can check the status of a claim right here on our website. Just enter your email address and password to login to your account.

    3. There is more than one claim associated with my account/loan number. How do I know which claim to select?  

    If more than one claim number matches the account/loan number that is entered, a list will be displayed. “The date of loss” column can help you decide which claim to view.

    4. How do I review the past activity for my claim?

    When you check the status of your claim online, your current claim status is at the top of the page. Scroll down to “History” to see the past activity for your claim.

    5. If I don’t have all the necessary, claim information can I come back later to upload?  

    Yes, at any time during the claim process you can click “Save and Exit”. This will save your progress so that you can come back later to add information or upload supporting documents.


    When you have the necessary information, you can login to your account to add more information and upload additional documents for your claim.


    From the “View Claim” screen, you should see a list of required documents. Click the “Browse” button to upload your additional documents.


    How do I upload my continuing claim form?

    Once you have opened your claim, follow these steps:

    a) Click on “Upload Document”

    b) Under Continuing Claim Form, click “Browse”

    c) Attach your continuing claim form

    d) Click “Submit Claim”

    6. What happens if there is a cost associated with completing the claim forms?

    Any costs associated with completing the claim forms or supporting documentation are your responsibility (e.g., police report, Attending Physician Statement).

    7. Can I get a copy of my Claim Form another way?

    For faster service, please file a claim right here on our website! However, if you would like a hard copy of the claim form you can give us a call at the number on your Certificate of Insurance and one of our Customer Service Representatives will send a Claim Form to you by email, or regular mail.

    8. Once I submit my claim, how long will it take to find out if it was approved?

    Once your claim form and all supporting documentation have been received, it takes approximately 3-5 business days for us to assess your claim. Keep in mind that any missing or incomplete information will cause delays in the claim review process. It is important that you read your claim form and instructions carefully and provide all the required information.

    9. Can I submit my claim form if I don’t have all the supporting documentation listed on the claim form or online claim form?

    You may, but please be aware that missing information will cause delays in the approval process. Therefore, it is important that you read your claim form and instructions carefully and provide all required information. We will not be able to approve any claims without ALL required information and documentation.

    10. How will I know if you’ve received my documents?

    Once you upload your documents, you will receive a confirmation email from fspbenefit@assurant.com stating that we’ve received your documents. Please note that there may be a delay of up to 20 minutes for the email to arrive in your inbox.

    11. What is the maximum file size for supporting documents?

    The individual file size limit is 20 megabytes (MB).

    12. How do I e-sign my claim forms? And do I need a special program to be able to e-sign?

    i. Download and save the form to your device

    ii. Open the form with a PDF viewer application such as Adobe Acrobat Reader. The following steps are for Adobe Acrobat Reader, but you may choose to use a similar application such as DocuSign.

    iii. Complete all the required information in Sections 1 and 2

    iv. When you click the box in the Authorization Section, you will notice that a check mark appears. The date and time will also be automatically stamped.

    v. In order to add your signature in the “Claimant Signature” field, select the calligraphy pen in the top right menu that shows “Sign document by typing or drawing a signature” and type your name in the box

    13. How can my employer or physician e-sign their portion?

    You can send a copy of the form via email to your employer or physician, for them to complete their section(s). Please be reminded that your employer or physician’s signature must be electronically verified by a digital stamp. In the case of the physician’s statement, we can accept their medical stamp in place of the digital signature.

    14. How do I submit a claim through the mail?

    Mail your completed claim form, along with your supporting documents to us at the address shown in the section “For Claims and Inquiries” of your certificate of insurance or at : 

    Assurant, Financial Claims

    1945 King Street East, Suite 100, Hamilton, Ontario, L8K 1W2

    15. How long do I need to remain unemployed/disabled to file a claim?

    Your certificate of insurance indicates the requirements for job loss or involuntary unemployment coverage, including whether any waiting period applies. Most credit cards require you to be unemployed/disabled for a minimum of 30 consecutive days, whereas auto loans and personal loans/accounts have varying waiting periods. If your certificate of insurance indicates that there is a waiting period, please submit your claim once you have been unemployed/disabled for the full waiting period.

    16. How are my payments calculated?

    Please refer to your Certificate of insurance to determine how your payments are calculated.

    17. What are the minimum number of hours that I need to be working to qualify for a claim?

    Your certificate of insurance indicates the requirements needed to be eligible for a job loss/involuntary unemployment claim including the number of hours worked, work status with employer, and in some cases, length of time employed with your current employer. Please refer to the Job Loss/Involuntary Unemployment section of your Certificate of Insurance.

    18. I am trying to check the status of my claim but am being told that it is “temporarily unavailable”. What should I do?

    You can check the status of your claim from 3 a.m. until midnight ET. Occasionally, service may be unavailable due to site maintenance or technical issues. During regular hours of availability please wait a few minutes before trying again. If the problem persists, please contact us using the Chat feature.

    19. What if I am being paid by my Employer with Government grants, but I am still not at work, should I file a claim?

    If you are being paid a salary by your Employer, you are not eligible for these benefits as you have not been laid off due to a dismissal without cause. Please do not submit a claim if you fall into this category.

    TECHNICAL SUPPORT

    1. How do I change my password?

    If you would like to change your password, you must log into your account. Once you are logged in, scroll to the “Profile” section of the “My Account” page and update your password by clicking on the triple bar icon in the top left corner.

    2. Can I add more than one email address to my profile?

    To protect your privacy and personal information, the site currently only allows one email address to be used per profile.

    3. Can I add more than one credit card to my profile?

    Yes, you can add more than one credit card to your profile. To setup an additional credit card, please follow these steps:

    i. From the “My Account” page click on “Add New Account”

    ii. Under Select Type – Choose Optional Credit Card insurance

    iii. Add your new credit card number

    iv. You will then upload the same documents again to your new claim

    4. Must JavaScript be turned on?

    No, JavaScript does not need to be turned on, but enabling it will enhance your browsing experience.

    5. Is my personal information secure online? Is this site secured or encrypted?

    Yes, we take information security very seriously. The database that stores your profile information is in a secure facility and all personal information stored in the database is encrypted. Encryption is a secure way of coding the information in a file so that if it's intercepted by a third party as it travels over a network, it cannot be read.

    Only the person or persons that have the right type of decoding software can unscramble this encrypted message. Thus, your encrypted information can only be read by this website. Microsoft Edge, Firefox, Chrome, and Safari support the recommended 128-bit key length encryption.

    In addition, this website is encrypted using SSL (Secure Socket Layer) encryption. So even when being displayed on your computer screen, access to your information is still restricted. This website will also automatically log you out after 15 minutes of inactivity.

    6. Who do I contact if the website isn’t working properly?

    For instant support, you can use our live chat by clicking on “Chat Now” at the bottom right corner. Alternatively, you can contact us at the number listed in your Certificate of Insurance if the website isn’t working properly.

    7. What should I do if I am locked out of my account?

    If you are locked out of your account, please click on “Forget password” to reset your password.

    8. Does my browser need to accept cookies?

    Yes, to use this website your browser MUST accept cookies.

    FAQ

    We have answers! 

    Here you can find answers to commonly asked questions about filing a claim and checking your claim status.

    FILE A CLAIM

    1. How do I file a claim?

    You can get your claim started by downloading a claim form.

    Then, login or create an account to upload the form and applicable supporting documents online. You can also mail the completed form to us.

    Please note that you are responsible for any charges incurred for the completion of all forms, and the provision of all supplemental documentation. An incomplete submission of the requested documentation and claim form could result in a delay of the assessment of your claim. You are responsible for continuing to make your regular scheduled payments until a decision is made by us on any claim submitted.

    2. What supporting documents are needed for my claim?

    The following supporting documents are necessary to adjudicate your claim :

    LifeDeath Certificate
    Attending Physician Statement
    Estate Authorization Form
    Job LossEmployer Statement or Record of Employment
    Total DisabilityAttending Physician Statement
    Employer Statement or Record of Employment
    Self-Employment Affidavit (if applicable)
    Accidental DismembermentAttending Physician Statement
    HospitalizationDischarge Summary
    Attending Physician Statement
    Critical IllnessAttending Physician Statement
    Celebration EventsBirth Certificate

    3. If I don’t have all of the necessary claim documents can I come back later to upload?

    Yes at anytime throughout the claim process you can click “Save and Exit”. This will save your progress so you can come back later to upload supporting documents.

    When you have the necessary information you can login to your account to add more information and upload additional documents for your claim.

    4. I filed a claim, what happens next?

    Please allow 15 business days for claim processing after all relevant documentation and information is received. Keep in mind that any missing or incomplete information will cause delays in the claim review process.  It is important that you read your claim form and instructions carefully and provide all required information. You are responsible for continuing to make your regular scheduled payments until a decision is made by us on any claim submitted.
    Once your claim has been processed, we will respond to you by regular mail. We will provide you with a claim number which you can use to monitor the status online.

    5. I filed a claim but have not received a response. What should I do?

    If you do not receive any correspondence within 15 days of sending us all necessary documentation for your claim, please contact us

    6. Do I have to submit a claim if my loss is due to COVID-19?

    Yes, you will need to submit a claim form so that we may verify if you are eligible to receive insurance benefits for job loss/involuntary unemployment or total disability due to the COVID-19 pandemic. 

    7. Why are wait times so long when I call?

    Due to high call volumes wait times are much longer than usual. Please visit our website for instructions on how to submit a claim online or to check the status of an existing claim :  

    • TO SUBMIT A NEW CLAIM :
    • Go to FILE A CLAIM
    • Scroll to initial claim form and select appropriate claim form
    • At this point, you can complete the form online, save it and submit your claim online or you can download the form and send it via mail
    • To submit the completed form online go to the ‘Send the completed form(s)’ section
    • Click the LOGIN button and enter your email address and password, if you have one
    • Or Click CREATE ACCOUNT and follow the instructions to set up your profile
    • TO CHECK THE STATUS OF AN EXISTING CLAIM (have your Credit Card # available):
    • Click CHECK CLAIM STATUS
    • Click LOGIN (blue button)
    • Enter your email address and password you created during the initial filing
    • Click LOGIN
    • No Account? Click CREATE ACCOUNT
    • Enter the requested LOGIN & PERSONAL INFORMATION
    • Click CREATE ACCOUNT

     

    8. How do I submit a claim through the mail?

    Mail your completed claim form, along with your original receipts to Us at the address shown in the section “For Claims an Inquiries” of your certificate of insurance or at : 

    Assurant

    P.O. Box 7200, Kingston, Ontario K7L 5V5

    Please keep in mind that we do not recommend mailing your claim form as response times are longer than normal due to the backlog of mail at Canada Post and the effects that reduced staffing and social distancing measures have on the ability to process paper mail.

    9. How long do I need to remain unemployed to file a claim?

    For job loss or involuntary unemployment coverage a 30-day waiting period applies. Please submit your claim once you have been unemployed for more than 30 consecutive days. 

    10. What if I can’t get documentation to support my claim due to COVID-19?

    We understand that this is a difficult time for you and we are doing our utmost to ensure the claims process is customer-friendly. Keep in mind, we do require documentation to support your job loss or total disability claim. Note that : 

    • Most customers are able to secure a record of employment within a reasonable timeframe.
    • If we require communication with a doctor, most are available via fax and phone call.

    11. What if my hours have been reduced due to COVID-19?  

    We understand that this is a difficult time and we are doing our utmost to ensure the claims process is customer friendly. We need to ensure you meet the eligibility requirements for a job loss claim, notably that there was a termination of employment due to layoff or dismissal without cause. Please refer to the Job Loss/Involuntary Unemployment section of your Certificate of Insurance where you will find the eligibility requirements and exclusions specific to this benefit. Generally, a reduction of hours does not qualify as a Job Loss. 

    12. What are the minimum number of hours that I need to be working in order to qualify for a claim?  

    Your certificate of insurance indicates the requirements needed to be eligible for a job loss/involuntary unemployment claim including number of hours worked, work status with employer, and in some cases, length of time employed with your current employer. Please refer to the Job Loss/Involuntary Unemployment section of your Certificate of Insurance. 

    13. What if I am being paid by my employer with government grants, but I am still not at work, should I file a claim? 

    If you are being paid a salary by your employer you are not eligible for these benefits as you have not been laid off or dismissed without cause. Please do not submit a claim if you fall into this category. 

    CHECK CLAIM STATUS

    1. How do I check the status of a claim?  

    You can check the status of a claim right here on our website.

    2. There is more than one claim associated with my account number. How do I know which claim to select?

    If more than one claim number matches the account number that is entered, a list will be displayed. The “date of loss” column will help you to decide which claim to view.  

    The date of loss is :

    • The date of death for a life claim.
    • The first day of unemployment for an job loss claim.
    • The first day of total disability for a total disability claim.
    • The date admitted to hospital for a hospitalization claim.

    3. How do I check past activity for my claim?  

    When you check the status of your claim online, your current claim status is at the top of the page. Scroll down to “History” to see past activity for your claim.  

    4. How do I know if a decision has been made on my claim submission?

    You can find out if a decision has been made by checking your claim status  online.

    5. I am trying to check the status of my claim but am being told that that it is “temporarily unavailable”. What should I do? 

    You can check the status of your claim from 3 a.m. until midnight EST. Occasionally the service may be unavailable due to site maintenance or technical issues. During regular hours of availability please wait before trying again. If the problem persists please contact us.

    TECHNICAL SUPPORT

    1. Does my browser need to accept cookies?

    Yes, in order to use this website your browser MUST accept cookies.

    2. Must Javascript be turned on?

    No, Javascript does not need to be turned on, but enabling it will enhance your browsing experience.

    3. Who do I contact if the website isn’t working properly?

    Please contact us if the website isn’t working properly. 

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