Information about the TripleGuard™ Pandemic claims process

April 13, 2020


We’re pleased to inform you that Aviva Insurance Company of Canada (Aviva) is ready to begin processing your pandemic claim under your TripleGuard™ insurance policy.

Some of the details of what you will need to provide to Aviva during the claims process are set out below.


About Your Pandemic Coverage

Although the TripleGuard™ Pandemic Outbreak Extension policy wording is consistent across Canada, each claim will be assessed by Aviva on an individual basis.


  1. Provincial Government Order

Aviva has clarified that the pandemic coverage is activated when there is a Provincial order in place by the government to shut down non-essential services.  This is not the date of any instruction from your respective dental associations or colleges, rather the government order.

Please be aware that your policy contains a 24hr deductible, therefore actual financial loss will be calculated from the Provincial Order date + 24 hrs.

For ease of reference, we have included the date of the Order by Province below:

Effective Date of Order
March 27, 2020
April 1, 2020
March 19, 2020
March 24, 2020
March 21, 2020
March 19, 2020
March 24, 2020
March 27, 2020
March 25, 2020
March 23, 2020
March 27, 2020
March 23, 2020
March 23, 2020


  1. Your Individual Circumstances

As is the case with any insurance claim, Aviva will require documentation as to the loss you have incurred.

Aviva normally pays a lump sum benefit once the aggregate limit is met; however, each situation is unique, and you may discuss interim payment options with your Aviva adjuster once all they have reviewed all of the required documentation.


Next Steps

If you have not already submitted your initial claims information form, please call us at 1.800.561.9401 or email

If you have already submitted your initial claim information, you will be contacted by an Aviva adjuster to outline the information needed to progress your claim. It will help move things along if you are prepared to provide:


  • Financial statements for your practice for the year ended December 31, 2019 or for your most recent year end. If your year end is prior to December 31, 2019 or if you have a new practice, then you should provide those statements and reports you have available that pertain to the period prior to closure.
  • If you have provided emergency work during the closure, information of weekly earnings from the point of closure to present.
  • Other information may be required – the Aviva adjuster will let you know if that is the case for you.
  • You will be asked to provide this information to the Aviva adjuster once they reach out to you about your claim.


We recognize this is a difficult time for all and appreciate that your business has unfortunately been affected by this situation. CDSPI and Aviva are committed to working together to ensure we operate in an efficient manner and resolve your claim as quickly as possible. This situation is unprecedented, and we appreciate your patience as Aviva adjusters begin the process this week to reach out to each of you individually.


Please refer to for the most up to date information.


Be well and stay safe.

Ed Dermit

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