Case Study


Pandemic Travel Restrictions

Synopsis of Complaint:

A consumer travelled to Florida on a personal trip, where she was admitted to the hospital for a serious illness. She was released from the hospital one day before her return flight to Canada.

She was required to provide negative results from a COVID-19 PCR test before her flight home, but the hospital was unable to perform one.

As a result, her test results were not available for 72 hours and she missed her flight. The insurer denied the consumer coverage for the cost of the new return ticket.

Review by GIO:

The Consumer Service Officer (CSO) reviewed the consumer’s Final Position Letter from their insurer, as well as their insurance policy and communications with the insurer.


The CSO wrote to the Complaint Liaison Officer asking for them to change their position since the delay in receiving COVID-19 test results was not caused by the consumer. Upon further review of the file, the insurer agreed to pay the consumer’s claim.

GIO is an independent body set up to help Canadians find a fair resolution to disputes with insurance providers. GIO can provide advice on dealing with your insurance company as a first step. If you are not satisfied with the decision from your provider on your claim, GIO can help resolve your claim. 

If you’d like to submit a claim visit here.

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