Coronavirus (COVID-19)

What you need to know


Use this COVID-19 “hub” to get the latest information about COVID-19 and your benefits plan.

FEBRUARY 28, 2022

  • Updates to out of country travel coverage. See ‘Travel’ tab for more information.

DECEMBER 21, 2021

  • Updates to ‘Out of Country Coverage’. See ‘Travel’ tab for more information.
  • Updates to ‘Layoff Provision’. See ‘Business Relief Measures’ tab for more information.

October 28, 2021

  • Updates to ‘Emergency Travel Assistance / Out of Country Coverage’.  See ‘Travel’ tab for more information.

September 25, 2021

  • Updates to Layoff Provision.  See ‘Business Relief Measures’ tab for more information.

July 3, 2021

  • Updates to Layoff Provision.  See ‘Business Relief Measures’ tab for more information.

May 5, 2021

  • Updates to Emergency Travel Assistance/ Out of Country Coverage Insured by SSQ.  See ‘Travel’ Tab for more information.

JANUARY 20, 2021

  • Information updated under ‘Travel’ and ‘Business Relief Measures’ Tabs.

DECEMBER 2, 2020

  • Information updated under ‘Disability’ Tab.



GroupSource has developed the following visitor health and safety protocols to ensure we protect the physical, mental health, and safety of both employees and visitors while adhering to all public health policies and guidelines. Hosts (an employee hosting a visitor) are required to advise visitors in advance of these protocols and should provide an advanced copy of this document to all visitors.

During the COVID-19 pandemic, wherever possible, business should be conducted virtually, however there may be occasions where visitors need to come to our physical office location. Visitors also include any contract staff such as cleaners, trades and vendors. The following protocols must be followed:

Visiting Company Offices

To prevent the spread of COVID-19 throughout the workplace, in all cases the following visitors shall not be permitted to visit the GroupSource workplace:

  1. Any visitor that appears to have COVID-19 symptoms (i.e. fever, cough, or difficulty breathing), until such symptoms have passed.
  2. Any visitor that has tested positive for COVID-19. Visitors are not permitted until the visitor tests negative for COVID-19 and has completed any self-isolation period mandated by public health authorities. If the visitor is unable to be tested, the visitor should not visit the GroupSource office until they have completed any mandated self-isolation period and are free of symptoms.
  3. Any visitor that has been in close physical contact with another person diagnosed with COVID-19. The visitor should not visit the GroupSource workplace until the visitor has completed any mandated self-isolation period and does not present any symptoms.
  4. Any visitor who has travelled internationally until the visitor has completed self-isolation/isolation requirements as outlined by either the Canadian Federal Government, or Provincial Health Officer in the Province of the office location.

Protocols While Visiting an Office

Because our team members appreciate the collaboration, tools, and camaraderie that they experience when they are working together in our offices, GroupSource has begun a phased process for our team members to return to our offices.

  • All visitors visiting the GroupSource office are required to report to reception and identify themselves
  • Visitors will be asked to provide their name, telephone number, email address, date and time of visit, and name of the host. This information will be logged at reception and used to assist with any contract tracing efforts in the event of an outbreak.
  • All visitors are required to complete a COVID-19 pre-screening questionnaire. Active COVID-19 screening is a requirement in Ontario under the current Provincial Health Authority directives.
  • All visitors to GroupSource offices are required to perform a temperature assessment at reception prior to proceeding with their visit. A visitor whose temperature check exceeds 38° Celsius (100.4° Fahrenheit) will be asked to postpone their visit.
  • All visitors are expected to wear a face mask in all public and common areas (for example, hallways, bathrooms etc.). Visitors are not required to wear a face mask when attending an in-person meeting in a meeting room where physical distancing can be maintained.
  • If a visitor prefers to wear a face mask in a meeting room, they may do so at their own choice. In circumstances where a visitor does not have a non-medical face mask, one will be made available at reception.
  • Visitors must always be escorted by the host when beyond the reception area. Exceptions to this are any contract staff such as cleaners, trades and vendors who have received advanced permission, and access to areas beyond reception.
  • When an employee is considering hosting a meeting, they must ensure that the meeting room chosen allows for 2 meters physical distancing and does not exceed the COVID meeting room capacity. Room capacity is posted outside each meeting room.
  • An employee hosting a meeting should ensure that all surfaces in the meeting rooms are disinfected prior to the start of the meeting, and at the conclusion of the meeting. Disinfectant wipes are available in each meeting room.


The COVID-19 pandemic has impacted people in many ways. The level of sensitivity to health and safety concerns will vary depending on everyone’s personal circumstances and situation. As such, we ask that all employees and visitors make every reasonable effort to adhere to these Health & Safety protocols and respect one another.

Reporting of Deficiencies

Employees or visitors who encounter any deficiencies related to these protocols are encouraged to notify Human Resources as soon as possible.


This is an unprecedented time for Canadians, as we come together to meet the challenge of COVID-19, the Coronavirus. We know that our families, friends and neighbors are anxious about what COVID-19 means for their health, their relationships and their livelihoods.

And we know that businesses and organizations across the country are making some difficult decisions to preserve what they’ve built for better times ahead.

We want you to know that we’re here to support you. Our commitment to you is that GroupSource will continue to ensure that your employees and your business get the best benefits experience, even during challenging times.

Stay safe, stay connected, and stay well.

The GroupSource Team


In order to ensure continued service, and in light of public health authority’s “social distancing” recommendations, GroupSource’s team is now working remotely. 


GroupSource is in regular contact with its partners and service providers to ensure continuity of service. They’re committed to ensuring that employee benefits plans are fully operational during these challenging times.


We’re committed to continuing communications with you as the situation changes. Where appropriate, we’ll email you with important updates. And you can always check this page for the latest information.


Federal and Provincial governments may update employment and insurance provisions under Employment Standards and related Statutes due to the COVID-19 pandemic (for example, extending layoff provisions), and these may impact how the coverages in your benefits plan have to be administered. GroupSource is prepared to support any and all administrative provisions outlined in Federal and Provincial regulations.

Where, through regulation or legislation related to the COVID-19 pandemic, eligibility for benefits has been required to be extended, existing layoffs provisions in each benefits plan will begin after the final date of government-protected layoff periods.

The following are all temporary changes to administrative practices or temporary adjustments to some policy conditions which apply to all SSQ, Empire, La Capitale, and Cooperators policies administered by GroupSource. We will not be changing group insurance policies or member handbooks.  All these adjustments are subject to constant review as the COVID-19 related situation changes and may be changed at the Insurer’s sole discretion. Dates will be reviewed as the situation unfolds further. Updates of any changes will be provided.


We are making an exception for employees who are working reduced hours due to COVID-19.  Until further notice, we will not apply our standard requirements related to the minimum number of hours worked to be eligible for benefits. IA is on a case-by-case basis only, please speak to your GroupSource contact for further information.


We are making an exception until further notice for groups that fall below the minimum number of employees when an employer has reduced the number of employees due to COVID-19 below the minimum required.


Unless instructed otherwise by plan sponsors, premiums will be based on the salary on file and benefits that are salary based will be adjudicated based on the coverage for which the premium is being paid. Premium rates will remain unaffected by this other than any “normal” change at renewal.

If plan sponsors want to insure employees at their reduced hours for a corresponding decrease in benefits they must submit an earnings change in WEBS online.


Employees laid off due to COVID may continue to be covered for all benefits until July 30, 2022 on a premium-paying basis provided all laid-off employees in a class are treated consistently. We will be extending our allowance for continuation of LTD during COVID-related layoffs to match IDEL requirements until July 30, 2022 and will apply it to all provinces. These COVID-terms apply to SSQ, Empire, La Capitale, Cooperators and Wawanesa.

Standard reinstatement provisions apply.  If a member returns to work within 12 months from the last day worked, they are eligible on the plan as of the day they return to work without medical evidence required.  For reinstatements outside 12 months, medical evidence may be required.



What Happens If Source of Income Replacement
My company shuts down and I am laid off? Programs such as Employment Insurance (EI) are designed to cover wages lost as a result of a company shut down, for whatever reason.
Schools are closed and I need to stay at home to look after the kids? This varies from company to company. If you do not have personal days or vacation days your employer may make an exception. Various levels of government are working on assistance programs and we will know more in the coming days.
​I need to self-quarantine because I have flu-like symptoms? If your company provides a short-term disability benefit and you are sick and unable to work, you may be eligible for benefits. Employment insurance(EI), also has a sickness benefit available to everyone who pays into EI.
I have been diagnosed with COVID-19? If you are diagnosed with COVID-19 (with or without symptoms), are unable to work and have STD you can access your short-term disability benefit.
I need to self-quarantine, because I just got back from international travel? ​If you can work from home while self-quarantined, that’s great. If you cannot work from home and your employer will not continue to pay you, you can apply for employment insurance.

As of Tuesday, Dec 1, 2020, our carriers are no longer waiving the STD elimination period for COVID-19 claims.



Eligibility for emergency medical travel coverage under your benefits plan can depend on whether your destination appears on Government of Canada travel advisory lists, and the type of advisory in place for that destination.

Travel to countries with a Government of Canada “Level 4: Avoid All Travel” advisory is an exclusion under your plan. This exclusion includes both essential and non-essential travel and will not cover any of the following supplies, services, or costs of:

  • expenses incurred in a location for which the Government of Canada issued a “Level 4: Avoid All Travel” advisory
  • expenses incurred during cruise ship travel while the Government of Canada issued an advisory to avoid all cruise ship travel

Should a plan member travel to a country or on a cruise ship at the time in which the Government of Canada travel advisory changes from “Level 3: Avoid Non-Essential Travel” to “Level 4: Avoid All Travel” while the member is there, the plan member will continue to receive coverage but will be expected to return to Canada as soon as possible, or within 14 days following the issuance. If the plan member does not comply with the advisory within 14 days following its issuance, no expenses incurred by the plan member will be eligible after this deadline.


Travel to countries or regions, including cruise ship travel, with a Government of Canada “Level 4: Avoid all travel” advisory will remain as an exclusion under your plan.

Should a plan member travel to a country in which the Government of Canada travel advisory changes to a “Level 3: Avoid non-essential travel” or  “Level 4: Avoid all travel” while the member is there, the plan member will continue to receive coverage but will be expected to return to Canada as soon as possible.

You can read about the travel advisories here

Please contact your GroupSource representative if you have any questions.


If you choose to travel voluntarily, the rapid test cost required to come back into the country is a known cost of travel, and it is at your expense. If you travel for work, approach your employer for more information regarding coverage.

COVID-19 tests and vaccines are eligible under a Health Spending Account (HSA) if prescribed by a medical or nurse practitioner (MD or NP). If you are tested at the airport or in another country (for travel purposes) and are charged, a referral from an MD or NP is required to receive reimbursement under an HSA.

COVID tests are not eligible under insured plans.


Prescription Drug Delivery

Due to changes in delivery services by Canada Post and FedEx in response to COVID-19, new protocols are in place for parcel delivery:

    • Service guarantees are suspended
    • Post office and pick-up location hours of service will be reduced. Parcels will be held for an extended period at post office and pick-up locations.
    • Door Delivery: Knock, drop and go approach will be implemented. In some cases, a package may be routed directly to a pick-up location and a delivery notice card may be left at the door OR in your mailbox/community box.

Where appropriate, delivery will be directed to post office or courier locations. Pharmacy employees can assist with identifying a pick-up location near you and will ship directly to that specific location.

If home delivery is more appropriate, due to isolation or health vulnerabilities, a “knock, drop and go approach” will be taken with home deliveries. You should be alert to deliveries and immediately safeguard your packages. Tracking inquiries are very challenging at this time as delivery providers are overwhelmed with increased shipment volumes. In the event of a missing package pharmacies will do our best to try and accommodate replacements on a case by case basis.


For those GroupSource benefit plans that include LifeWorks, even during “social distancing” you have access to the support you need to manage stress, anxiety, grief, and financial concerns.

LifeWorks has taken the steps to ensure that they will continue to be available to provide members with 24/7 assistance. Professional counselling is available through tele-counselling, video counselling, and group virtual sessions for those that require support in dealing with COVID-19.

Log in on the LifeWorks website or mobile app and search COVID-19 to find the latest resources available to support you and your plan members.


Login to the LifeWorks app or at

User ID:  groupsource  | Password:  wellness 

By telephone, toll-free:

Call 1-833-300-9511 (English) or 1-833-237-5117 (French)


COVID-19 has impacted the ability for health practitioners to be able to provide in-person services to their patients. Practitioners are now looking for virtual solutions for their services, some of which may be covered under employee benefits programs. Always consult your benefits handbook to see if services offered by various practitioners are covered in your plan. Note that claims are subject to reasonable and customary limits.

To be eligible for claims reimbursement, practitioners must be able to demonstrate that they are meeting the standards for virtual healthcare services:

  1. Practitioners must be providing a service for a patient that has a clinical file, including a record of an initial assessment conducted in the preceding 12 months
  2. Practitioners must maintain clinical records for all provided services in accordance with all the requirements for in-person care
  3. Practitioners must ensure that communication technology used and the physical location of the practitioner and patients does not compromise the privacy and confidentiality of the patient’s Personal Health Information
  4. Practitioners must provide follow-up consultations and care as appropriate
  5. Receipts from practitioners should clearly state the service was provided through telehealth

Below is a list of those health practitioners who are eligible to claim for virtual services and those that are not.

Eligible Virtual Health Practitioners:

  • Chiropractors
  • Audiologists
  • Physiotherapists
  • Dentists
  • Dietician
  • Naturopathic Doctor
  • Nutritionist
  • Occupational Therapist
  • Psychologist/Social Workers/Registered Clinical Counselors/Psychotherapists
  • Speech Therapists

Ineligible Virtual Health Practitioners:

  • Acupuncturists
  • Osteopath
  • Podiatrist/Chiropodist
  • Massage Therapist
  • Optometrist/Optician

The standards of service and the eligible health practitioners are subject to change as federal and provincial orders and regulations change.

Go Paper-free for quicker claims processing

PLAN MEMBERS: In order for plan members to experience the quickest turn-around time for claims processing and payment, we encourage them to use the electronic claims submission and direct deposit options that are available to them through their claims submission platforms and apps. 

If you have questions on setting up these services, reach out to us at:


If you need this information in French, please contact your GroupSource representative.