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Frequently Asked Questions

Customer Service



Customer Service

How can I change the beneficiary or the policyholder of a contract?

To change the beneficiary or the policyholder, the Insured or the policyholder must fill out and sign the Legal Changes Form. The form must be legible and complete. You must always provide the original document.
If the current beneficiary is designated as irrevocable, his or her signature is required to make the change.

How can I notify Excellence of a change in address?

Contact Excellence as follows to notify us of a change in address:

How can I notify Excellence of a change in bank account information?

You must notify Excellence of the change in writing and notice must be received five business days before the date of the next scheduled pre-authorized payment.

You must also provide a new cheque specimen along with a duly completed and signed bank authorization.

How can I change the date of a pre-authorized payment?

You must request the change in writing and notice must be received five business days before the date of the next scheduled pre-authorized payment.

Where can I find forms for individual insurance and claims?

On our website, under Representative’s Library

How can a contract be reinstated?

To reinstate a contract, the Insured must pay the outstanding premiums so that all payments are up-to-date. A contract can only be reinstated within 24 months of the date it lapsed.

If the contract lapsed less than 90 days ago, a Short Declaration of Health is required.

If the contract lapsed over 90 days ago, a regular Declaration of Health is required.

How can I request that Excellence reconsider an exclusion or extra premium?

You must request the reconsideration in writing at the expiry date for the reconsideration indicated on the insurance contract.

In order for the request to be processed, the Insured must fill out the following sections of the insurance application:

  • Section 17, Authorization to Collect and Communicate Personal Information to Third Parties
  • Section 19, Declaration by Primary Insureds

How can I find out the reasons for a medical refusal?

For reasons of confidentiality, we are not authorized to disclose the reasons for a refusal directly to the Insured. To obtain that information, the Insured must send us the medical authorization form, on which he or she has identified the physician to whom we can send the reasons for refusal.