COVID-19 Updates


Call Centre Hours of Operation - Effective June 2nd

Effective June 2nd, call centre hours of operation will be:

Monday to Friday: 8am to 11pm ET
Saturday and Sunday: 10am to 7pm ET

Rogers World Elite Mastercard Annual Spend Requirement

On your March statement, we provided information about the $15,000 annual spend requirement to maintain your Rogers World Elite® Mastercard® account. We want to reassure you there is plenty of time to qualify. The first qualification period will begin on August 1, 2020 (and end on July 31, 2021). As the current situation continues to evolve, we will monitor and adjust our plan as needed to meet the needs of our cardholders.

Self Service Options

We encourage you to utilize our self service tools that are available to you 24 hours a day, 7 days a week.

Online banking

  • Sign in or register your Rogers Bank Mastercard to provide a convenient option to review your credit balance, credit limit, transactions, minimum payment and due date. In addition, you can lock and unlock the primary card, change your PIN, request a replacement card, change your personal information, manage your alerts and much more. Click here to learn how to register.

  • Lost/Stolen Cards
    If you suspect one of your cards is compromised, lost, or stolen, please try calling us first. If you are unable to reach us by phone, sign into your online account immediately to lock your primary card. Click on ‘Lock/unlock card’ below the ‘I want to…’ drop down menu. Once your card is locked, send us a Secure Message. Please note, you cannot lock supplementary cards online, but do still send us a Secure Message notification.

  • Sending Us a Message
    To send a Secure Message: go to the ‘I want to…’ drop down menu, click ‘Send/View message’. Don’t forget to include the last 4 digits of the card impacted and a description of the situation.

    Learn more about online banking

Other Support Options

  • Automated Phone System
    The following self-serve options will continue to be available to you in our easy-to-follow automated system 24 hours a day 7 days a week. Request a Credit Limit Increase, check your current balance, last statement balance, minimum payment, payment due date, last payment received and last 10 transactions. In addition you can change your PIN or activate your card, please enter your card number and PIN when requested.

  • Ruby, Our Personal Assistant
    If you have any general questions, chat with Ruby, our personal assistant located in the lower right of every page (the ? icon).

Keep Your Account Secure

  • Rogers Bank account alerts help you keep track of your transactions and other account activity. To learn more about how to set up alerts click here.

  • If we notice suspicious activity on your account we will automatically send you an alert through email or text. To learn more about Fraud alerts click here.


Important notice: Travel Insurance

Important Information for Rogers World Elite® Mastercard® Cardholders

Due to the continued coronavirus (COVID-19) outbreak and recent announcements from the Canadian government restricting international travel, our insurance partner, Allianz Global Assistance, is experiencing unprecedented call volumes, which are resulting in long wait times.

They are making every effort to assist Rogers Bank customers in need. If you are having difficulty reaching one of their agents, please refer to the information below. We ask that only travelers originally scheduled to depart in the next three (3) weeks, contact Allianz Global Assistance at 1-866 856-7323 or via email at COVID19inquiry@allianz-assistance.ca. Alternatively, if you need to file a claim you can do so online here. For a claim to be considered, please read the conditions below.

Rogers World Elite Mastercard Trip Cancellation/Trip Interruption Insurance

With respect to COVID-19, for a Trip Cancellation or Trip Interruption claim to be considered, please note the following conditions:

  • Please only contact Allianz Global Assistance to file a claim if your scheduled departure date is within the next 3 weeks - if you were unable to make contact prior to your scheduled departure date, claims may still be submitted
  • Your trip was booked prior to March 13, 2020
  • The full cost of eligible expenses, as defined in your Certificate of Insurance, for the trip must have been charged to the Rogers World Elite Mastercard
  • Please contact your travel supplier to enquire about a travel credit as only non-refundable and non-reimbursable pre-paid expenses will be eligible for consideration
  • All other terms, conditions, limitations and exclusion contained in the Certificate of Insurance must be met

Rogers World Elite Mastercard Emergency Medical Insurance

In order for a Emergency Medical Insurance claim to be approved for COVID-19 reasons, the following conditions need to be satisfied:

  • Your scheduled departure date was before March 13, 2020
  • The Insured Person has met the terms, conditions and exclusions found in the Certificate of Insurance

Important Information for Rogers Bank Optional Travel Insurance Customers

Due to the continued coronavirus (COVID-19) outbreak and recent announcements from the Canadian government restricting international travel, our insurance partner, Allianz Global Assistance, is experiencing unprecedented call volumes, which are resulting in long wait times.

Alternatively, you may also email our Insurance partner at COVID19inquiry@allianz-assistance.ca and include your name, policy number (if applicable) and the details of your trip.

Emergency Medical Travel Insurance

If you purchased Rogers Bank Emergency Medical Insurance and you departed for your trip prior to March 13, 2020, you will be eligible for emergency medical treatment related to contracting COVID-19 at your destination. For all travel insurance policies purchased after March 12, 2020, any claim related to COVID-19 will fall under the exclusion for pandemic and will not be eligible.

Trip Cancellation & Interruption

If you purchased Rogers Bank Trip Cancellation & Interruption Insurance prior to March 13, 2020, you will be eligible to make a claim related to COVID-19 at your destination. For all travel insurance policies purchased after March 12, 2020, any claim related to COVID-19 will fall under the exclusion for pandemic and will not be eligible.