Frequently Asked Questions

Answers to our most frequently asked questions are below. If you can't find what you're looking for, just ask us a question.

Questions

 

General

Baggage Delay

Claims

Collision Damage Waiver

Flight Delay / Missed Connection

Lost or Stolen Checked Baggage

Purchase Security

Answers

  •  
    Will the information I enter on this website be secured and confidential?

    Yes, your personal information will remain secure and confidential. Information protection measures built into the website include:

    • Encryption of uploaded documents and claim status email content.
    • Multi-factor password reset authentication.
    • Claims status emails only display a small subset of first notice of loss information provided.
    • We only collect the first 6 and last 4 digits of your Card number.

    RSA will only use your personal information submitted to this website in accordance with applicable privacy laws and RSA's privacy policy. For information about our practices, kindly refer to our privacy policy.

  •  
    I have purchased a flight ticket for my spouse / son / daughter to fly to Rome. They arrived there without their bags. Are they covered for the Bag Delay Insurance?

    The coverage is extended to you as a cardholder, spouse, and dependent children, whether travelling together or not (“dependent children” as defined by the certificate of insurance). 

  •  
    How can I be sure that my first claim notice was sent successfully?

    Check your email account linked to the email address provided. You should receive an email which includes your claim number and a brief description of your claim within a few minutes after submission.

  •  
    What if I forgot to provide information in my first claim notice or I need to correct something?

    We will still initiate the claims process without all required information/documentation. You have the option to submit any extra information in pdf, word, or jpg format by clicking the Upload Documents Now button and following the upload instructions. We also provide you with the ability to attach additional notes to your claim in the “Manage My Claim” section. Should any further information be required, one of our Claims Representatives will contact you directly within 2 business days.

  •  
    How do I use the Collision Damage Waiver coverage in countries where CDW is mandatory (e.g. Italy, Australia)? How can I decline CDW from the rental agency so I can use the coverage on my credit card?

    Yes, CDW is mandatory in some countries.  In this case, should a loss occur, the rental agency will cover your loss according to the terms & conditions of their contract but subject to a deductible.  Upon reviewing your claim, we may reimburse you up to the cost of the deductible.

  •  
    Is the Collision Damage Waiver coverage worldwide?

    Yes, the Collision Damage Waiver coverage is worldwide. 

  •  
    My flight was cancelled, so I took a taxi to the hotel. Is that expense covered under my CIBC card?

    Assuming that your flight is eligible for coverage, your card entitles you to reimbursement of ground transportation expenses directly to your hotel.  This coverage is subject to a total limit of $100. 

  •  
    My return flight home was unexpectedly cancelled. This resulted in me having to prolong my hotel stay by one extra night. Does my eligible credit card cover me for this expense?

    The flight delay coverage on your card allows for reimbursement for “reasonable living expenses”.  Reasonable living expenses mean meals & accommodations up to a maximum limit of $500 (as defined in the certificate).  Please retain your receipts and forward them to RSA when you return home.  

  •  
    Our flight was cancelled due to weather; the airline cannot put me on another flight until tomorrow. What are the benefits on my CIBC credit card in this situation?

    Your coverage on your CIBC card entitles you to reimbursement for “reasonable living expenses” incurred during the period of your delayed flight or missed connection.  Reasonable living expenses mean meals & accommodations up to a maximum limit of $500 (as defined in the certificate).  You are also entitled to reimbursement for ground transportation and entertainment expenses, up to a maximum limit of $100 each (as per certificate conditions).  

  •  
    I travelled by bus, and later realized I lost my luggage. The bus company confirmed the luggage.

    We can reimburse you up to a limit of $500 per person (max $1000 per claim) for your lost luggage and its contents.  Payment will be based on actual replacement cost of any lost item you have already replaced (receipts needed).  All other items not replaced, will be reimbursed for their actual cash value at time of loss.

     This coverage is in excess of any other insurance or indemnity available to you (i.e.; the insured must first claim with the common carrier). 

  •  
    The airline has lost my luggage and it has been a month since I returned home. What do I do?

    Assuming that your flight is eligible for coverage, we can reimburse you up to a limit of $500 per person (max $1000 per claim) for your lost luggage and its contents.  Payment will be based on the actual replacement cost of any lost item you have already replaced (receipts needed).  All other items not replaced, will be reimbursed for their actual cash value at the time of loss.

     This coverage is in excess of any other insurance or indemnity available to you. (I.e. the insured must first claim with the airline).

  •  
    When I boarded my plane, I had carry-on luggage. When I got off the plane I realized I had lost my carry-on luggage. Inside my luggage were my I-Pod, my camera, cell phone, and laptop.

    Assuming that your flight is eligible for coverage, the coverage on your card can reimburse you for your baggage and the personal property it contained, even if it was carried onto the plane subject to the following exclusions: cameras and accessories, eye/sunglasses, animals, certain sporting equipment, securities, money, contact lenses, prosthetic devices, furs, tickets, valuable papers and documents.

     Carry-on luggage and property contained is covered up to $500/ per person and limit of $1,000 per claim.  Payment of items is based on the actual replacement cost (if replaced), or actual cash value (if not replaced).

  •  
    My digital camera was lost on vacation; can I claim this through my credit card?

    The coverage on your card may include Purchase Security.  This entitles you for reimbursement for the purchase price of your lost item provided you can supply us with COMPLETE loss details and all required documentation (i.e.; original receipt and original credit card statement, police report, etc).

  •  
    What are the purchase benefits on my credit card?

    Your credit card may include benefits for Purchase Security and/or Extended Protection.  Purchase Security covers eligible items in the event of loss, theft, or damage worldwide. This coverage applies only to items that have the full purchase price charged to your eligible credit card. Extended Protection provides card holders with double the term of the manufacturer’s warranty up to a maximum of one additional full year commencing at the expiry of the original manufacturer’s warranty term. This coverage applies only to items that have the full purchase price charged to your eligible credit card and the original manufacturer’s warranty is honoured in Canada or the U.S. 

  •  
    What is my limit of coverage for Purchase Security?

    As long as the full purchase price was charged to the eligible CIBC credit card, you are insured for an eligible loss, theft, or damage to the eligible item within 90 days of purchase. Notification of loss must be made within first 45 days from the date of loss. The lifetime aggregate limit per card holder for Purchase Security and Extended Protection is $60,000 in respect of all CIBC cards held by a cardholder.

     
    Please see your certificate of insurance for more information regarding eligible items, and eligible events which create a loss.