FREQUENTLY ASKED QUESTIONS

Billing

Subscription Cost

Cancellation and Refund Policy

General Questions

Manage Cards / Documents

Personal Convenience

Emergency and Protection

Web Functions

Privacy and Security

Billing and Enrollment

Subscription Cost

  • Q. Where can I find my InfoProtector subscription fee?

    The cost of your InfoProtector subscription can be found on your Welcome Letter. For your protection and convenience, your subscription fees plus applicable taxes will be charged to the account you provided when enrolling in InfoProtector.

    * Applicable taxes are GST(5%), ON HST(13%), NB, NL, NS, PEI HST(15%), QC QST(9.975%). Tax rates are subject to change by the applicable regulatory authority. Sigma Loyalty Group Inc. GST/HST # is 762348522 RT0001, QST # is 1224069720-TQ0001.

  • Q. How are your services billed?

  • All services are conveniently billed directly to the payment account to which your InfoProtector subscription is charged.

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Cancellation and Refund Policy

  • Q. How do I cancel the service?

    If you are not completely satisfied with your subscription you may cancel at any time. Your cancellation will be effective as of the last day of the billing cycle or 30 days after the notification is received, whichever is earlier. Please contact us if you wish to cancel your service.

  • Q: What is your refund policy?

    If you are not completely satisfied with your subscription you may cancel anytime. For monthly subscriptions all future monthly charges after the effective date of cancellation will be stopped and no refunds will be issued. For annual and multi-year subscriptions you will receive a pro-rated refund for each remaining month in your current subscription term after the effective date of cancellation.

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General Questions

Manage Cards / Documents

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Personal Convenience

  • Q. How do I submit a reimbursement request?

    Simply log in to your InfoProtector account and submit your request for reimbursement along with any accompanying documentation. Alternatively, you can contact us to request a reimbursement form be mailed to you. Please be sure to complete and return the reimbursement form to InfoProtector along with any accompanying documentation for processing.

  • Q. How do I receive my reimbursement?

    Once your request for reimbursement has been processed and approved a cheque will be mailed to your address on file. Please allow 15-30 business days for processing.

  • Q. Can I carry over any unused reimbursements amounts to the next period?

    No. Each reimbursement has a maximum annual reimbursement limit that cannot be carried over to the next period

  • Q. When does my annual reimbursement limit re-set?

    Your annual reimbursement limit is re-set on the annual anniversary of your subscription date, as indicated in your InfoProtector Welcome Letter.

  • Q. What is considered valid “Proof of Payment”?

    We will accept any proof of payment that displays your name, the date, details of the cost incurred and the payment method*. The “proof of payment” as well as eligibility requirements required will vary and will be clearly indicated in the reimbursement page or form.

    * For security purposes, we only require the first 6 and the last 4 digits of your account number for validation; please do not upload any documents containing your full payment account number.

  • Q. Do I have to submit my request online?

    While we recommend submitting your reimbursement request online to allow us to start processing your request sooner, you can call in to InfoProtector customer service centre to request a reimbursement form be mailed to you instead.

  • Q. How much can I request for reimbursement?

    Each reimbursement type has a maximum annual limit per subscription year. You may submit as many requests as you would like until the annual maximum is reached in each reimbursement category.

  • Q. What is the Travel Voicemail service?

    The Travel Voicemail service provides a way for you to communicate with friends and family while travelling through a voicemail account that can be accessed toll-free* within Canada and the United States. For additional details or to set up your Travel Voicemail account, please contact us.

    * Carrier charges or other network access charges may apply.

  • Q. What kind of information do I have access to through the Pre-Trip Travel Information service?

    The Pre-Trip Travel Information service is designed to provide you with information such as vaccination or visa requirements, weather forecasts, destination information and more. For additional assistance, please contact us.

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Emergency and Protection

  • Q. How do I request Emergency Cash or Emergency Airline Tickets?

    If you have reported your cards lost or stolen to InfoProtector, our agent will ask if you require Emergency Travel Cash or Replacement Airline tickets. As long as you are at least 160 KM from home we will arrange for an Emergency Cash wire up to $1,000 or for Emergency Tickets to be made available to you at the nearest airport. Requests must be made within 24 hours of reporting your cards lost or stolen. Amounts provided under these services will be billed to a credit card that you specify 30 days after your initial request. Your account must be in good standing to take advantage of this benefit. Emergency Funds cannot be sent to the following countries: Burma/Myanmar, Cuba, Iran.

  • Q. What is the Emergency Message Relay service?

    If you have an emergency and need to get in contact with someone, call us toll free and give us the names of up to three people you need to contact anywhere in Canada. We will make up to three attempts to reach them and pass along your message.

  • Q. What is Internet Personal Information Patrol (iPiP)?

    Internet Personal Information Patrol (iPiP) monitors the Internet’s public domain in search of your registered data twenty-four hours a day. If a match of your registered data is found, you can elect to be notified through an email alert. If you do not elect to receive an email alert, you can still access your search results by logging in to your InfoProtector online account at any time. iPiP helps protect your privacy from prying eyes online, helping to prevent fraudulent or malicious use of your sensitive data online!

  • Q. How do I set up Internet Personal Information Patrol searches?

    Internet Personal Information Patrol is very simple to operate. Simply log in to your InfoProtector™ plus online account and access the iPiP section to set up new searches, or view your existing search results. For your convenience, you have the ability register your card data for iPiP search at the same time you are registering your cards. You may also access the iPiP section directly to add additional card information or items of interest to be searched online.

  • Q. What would cause an Internet Personal Information Patrol alert to go out?

    Email alerts are meant to bring your attention to information you have registered for iPiP to search being found publicly available online. If you opted to receive email alerts, you would receive an email alert if a match is found of any registered information on the Internet’s public domain.

  • Q. How long does it take to receive an alert?

    Email alerts are emailed every business day regarding activities occurring the previous business day. Alternatively you may log in to your InfoProtector™ plus online account at any time to view your search results.

  • Q. What do I do if my registered information appears on the internet?

    Email alerts sent to you will have a link to the host site where your registered information has appeared. It is your responsibility to contact the web host/master if you have concerns or questions relating to the use of your registered data. If the e-mail alert references activity that you find harmless, you can delete the alert.

  • Q. Are my Internet Personal Information Patrol searches secure?

    Internet Personal Information Patrol limits the exposure of your full credit card number by searching for credit card information using only the first 6 and last 4 digits of your card account number.

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  • Q. How do I activate Rebound stickers?

    Simply log in to your InfoProtector online account, access the Rebound page and access the ‘Activate your Rebound Stickers’ box. From there you will be prompted to enter the unique code on your Rebound sticker to activate your protection. Alternatively, you may contact us to have a InfoProtector agent activate your Rebound stickers on your behalf.

  • Q. How do I request additional Rebound stickers?

    Simply log in to your InfoProtector online account, access the Rebound page and access the ‘Request additional Rebound stickers’ box. From there you will be able to complete the request to receive Rebound protection for even more of your valuable items! Alternatively, you may contact us to request directly from a InfoProtector agent.

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Web Functions

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Privacy and Security

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