Before you travel, please check the Government of Canada website Travel.gc.ca  to learn more about the country you are planning to visit. It provides useful information on safety and security, entry requirements, healthcare, culture as well as it indicates any travel advisories that have been issued by the Canadian Government which may affect coverage under your travel insurance policy.

You can also contact your Travel Agent or our Assistance Center for information.

If you have any medical condition before travelling, check your policy thoroughly as your condition may not be covered. Some travel insurance policies do not provide coverage for any pre-existing medical conditions; some policies may have exclusions for particular medical conditions; some require pre-existing medical conditions to be stable for a certain period of time before travelling.

Travel insurance policies are designed to cover emergency medical treatment. The term “Emergency” usually refers to the treatment of an unexpected and/or unforeseen sickness or injury requiring immediate medical treatment or care which cannot be delayed without danger to the individual life or health. “Necessary”, on the other hand, is medical treatment that, even though important, can be scheduled or delayed until you return to Canada. Necessary medical treatment is usually not a covered benefit under any emergency travel Insurance product. 

If you have to cancel your trip, you should contact the travel agent or travel supplier where you bought your trip and advise them immediately. You may be eligible for a full or partial refund subject to the timing of the cancellation as explained in the provider’s cancellation policy. Most travel insurance policies provide trip cancellation benefits for expenses that are non-refundable by a travel supplier at the time when a reason for cancellation occurs. Also, most travel insurance policies consider trip cancellation claims only if trips are cancelled for reasons stipulated in the policy. Read your policy and make sure you understand the benefits as well as the exclusions.

Most travel insurance policies require that you call the Travel Assistance provider to report your emergency. Even though you can call collect, be aware that, if you call on your cellular phone the long-distance charges on your bill will be reimbursed but not the roaming charges. We recommend you contact your cellular phone provider for a roaming package before your departure. This will save you money on roaming charges.

• Golden Rules of travel insurance 

 • Travelling Through COVID video series

•  How do I report/submit a claim?

You can call the number on your insurance card or use the contact form on this website to notify us of your claim. One of our agents will be  happy to assist you and walk you through the process.

•  Where can I download a claim form?

Claim forms are not available to download, please contact us and give us a brief description of your claim and we will forward a claim form that is suitable to your claim and type of loss. There are different claim forms for different type of loses.

•  How long would it take to pay my claim?

Once you provide all the necessary documentation along with the signed claim form, a decision will be made, on a best effort basis, within ten working days. 

•  What causes delay is processing my claims?

Most of the delays in making decision on claims are caused by lack of documents. In particular medical records from the health care providers or the family physicians. Recently, due to Covid-19, we have seen long delays due to working from home or reduced work hours at the Health Care Providers offices.

•  Why do you need medical records to pay my claim?

If your claim is medical and the clinical notes from the treating physician stated that you have a history of the sickness, medical records are required to determine the stability of the medical condition prior to departure and or the likelihood of re-occurrence while on the trip. Most travel insurance policies would not cover a medical condition that was not stable prior to departure or expected to require medical treatment during the trip.