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Covid-19 – We're Here to Help!

Currently we are experiencing high call volumes and our response times are delayed. We ask for your patience as our staff are doing their very best to assist our homeowners.

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COVID-19 Update: Home System and Home Appliance Program Update

Given recent global events, RMG is focusing upon safeguarding employees, their families, our Brokers and you, our Homeowners. We currently offer RMG Homeowners who have opted for coverage, the Home System program (British Columbia, Manitoba, Ontario, Nova Scotia and Prince Edward Island), and the Home Appliance program in Alberta.

We continue to monitor all updates from the Government of Canada and Provincial Governments relating to COVID-19. We will update our policies regularly to ensure the safety of our service partners and RMG Homeowners.

Can I still make a service request at this time?

Yes, the Repair Centre administrator continues to operate 24/7 to assist you. To support the containment of COVID-19, the administrator has deployed emergency response measures through April 30, 2020.

Will I receive the same levels of protection and standards of service during this time?

Emergency response measures will maintain compliance to Payment Card Industry (PCI) data security standards to safeguard your personal information. Repair Centre management personnel are fully monitoring service teams to ensure the high standards of performance you have come to expect are achieved.

We anticipate there may be impacts to operations for those who will be reaching out with service requests and related questions. However, changes are being implemented to phone systems, online portals and websites to support you with your Home System or Home Appliance coverage.

Will technicians still come to my home for service requests?

Technicians with COVID-19 symptoms will not be permitted to work.

Those who do not have symptoms are still being dispatched but are screened for symptoms of COVID-19 and asked about travel history through airports in the 14 days prior to scheduled service appointments.

Accepted measures around distancing, hand washing and the cleaning of tools and work surfaces are now standard procedures before and after service calls.

What do I need to do now to prepare for a service visit?

To minimize the risks, when making a service request you will be asked additional questions related to COVID-19.

Specifically, whether anyone in the house is in self-isolation; whether they are showing symptoms or has travelled through an airport in the last 14 days. Your appointment may be delayed for up to 14 days if you answer ‘yes’ to any of these questions.

These measures are in place to ensure the health and safety of Service technicians, their families and the general public.

Can I cancel a Service Request appointment?

Yes, a service request can be cancelled and reopened later. If you have paid for the consultation fee, this will reimbursed to you.