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FAQs on travel insurance and assistance

General
Your policy
Claims
General

What is travel insurance?

Travel insurance is designed to cover losses arising from sudden and unforeseeable circumstances due to an emergency. 

Visit our "What is travel insurance?" section on our website and learn more.

Why do I need travel insurance?

A travel medical insurance plan provides emergency health and medical coverage in the event of an accident, injury or sickness beyond your control outside of your province of residence. Travel insurance can offset the high medical costs associated with being ill outside of your province or when you’re in the United States or overseas. Likewise, trip cancellation insurance can also offset financial loss resulting from pre-paid non-refundable costs of your trip if you cancel for an insured reason.

Visit our "Why do I need travel insurance?" section on our website and learn more.

How do I select a travel insurance plan?

Base your purchase decision on your needs. If you are a Canadian travelling outside of your province of residence, you may require either medical insurance or cancellation coverage, or, perhaps both.  Consider your immediate and upcoming travel plans. If you’re travelling more than once in a year, then consider an Annual Medical Plan which is both convenient and saves you money. 

If you’re visiting Canada for a brief leisure trip, or a temporary work permit, or perhaps on a super visa, consider Visitor to Canada insurance.

Visit our "Choosing travel insurance" section and explore your options. Read over your policy documents and be familiar with your Benefits, Coverages, Limitations and Exclusions.

What should I do if I am in a medical emergency?

A: If you are able to, please contact us before seeking medical treatment. We can assist by providing a referral to the nearest medical facility with appropriate levels of care, and contacting them on your behalf in advance so they are prepared when you arrive. In the case of a medical emergency, contact our Emergency Assistance team (or have a family member contact us on your behalf) by calling 1-844-310-1578 toll-free from North America or collect at 1-519-514-0355, within 24 hours of being admitted. We’ll take care of the rest by:

  • Confirming coverage with the medical facility
  • Doing our best to ensure that you receive the necessary medical treatment
  • Communicating with your treating and family physicians to determine eligibility as soon as possible while also monitoring your care
  • Arranging billing procedures
  • If required, arranging for medical transportation to return you to Canada

Be sure to also review our helpful "On Your Trip" section on our website.

Your policy

What's covered, what's not covered?

Travel insurance plans with emergency medical benefits, such as the Medical Plan, Medical + Cancellation Plan, and Annual Medical Plan, include a variety of valuable coverages and benefits such as emergency hospital accommodation, and reasonable and customary services and supplies necessary for your emergency care if you are admitted to a medical facility as an inpatient while travelling outside of Canada. It can also include emergency medical care for you such as the services of a legally licensed physician, surgeon, anesthetist or registered nurse, and the services of legally licensed practitioners for treatment of a covered injury such as a chiropractor, osteopath, chiropodist, podiatrist, acupuncturist or physiotherapist.

Travel insurance with emergency medical benefits may also cover the costs of transporting up to two family members or friends to your bedside if you’re hospitalized. 

You may also have access to emergency dental treatment if your teeth are damaged as a result of an accidental blow to the face.  Emergency transportation such as air ambulance to transport you to the nearest appropriate medical facility or to a Canadian hospital due to a covered emergency sickness or injury may also be included (pre-approved and arranged by Allianz Global Assistance).

Travel insurance does not cover everything, however, as any plan will have limitations and exclusions, such as pre-existing medical conditions.  Benefits are not typically payable for costs incurred due to any act of war, kidnapping, act of terrorism, riot, strike or civil commotion or unlawful visit in any country.

Be sure to read your travel policy carefully before you travel and visit our "What’s covered, what’s not covered?" section of our website for more information.

Can I cancel my trip for any reason and get all my money back?

Not all reasons for trip cancellation are covered. If the travel insurance policy you’ve purchased includes Trip Cancellation coverage, your benefits should refund prepaid, nonrefundable trip payments or deposits if you have to cancel for a Covered Reason. Covered Reasons may include but are not limited to: sudden and unforeseen medical emergencies, if your home is made uninhabitable by fire, flood, burglary, vandalism or natural disaster, hijacking or quarantine. Please read your policy terms and conditions to find out exactly what is covered.

Will travel insurance cover me anywhere in the world?  Are there certain countries where the benefits are limited?

Most travel insurance plans don’t cover expenses related to travel in a city, region, or country for which Global Affairs Canada has issued a travel advisory before the policy effective date to avoid all travel, or to avoid non-essential travel, to that city, region, or country. 

Most travel insurance plans don’t cover expenses related to travel in any countries for which the Canadian government has issued a Travel Warning in writing. Before buying travel insurance, and again before you leave on your trip, visit www.travel.gc.ca. Be sure to review the terms and conditions of your travel insurance policy before purchasing to ensure you will have coverage at your planned destination.

Will I have to pay out of pocket for any medical expenses?

Whenever possible, Allianz Global Assistance will arrange billing with the health providers our insureds visit. However, international borders can sometimes limit our ability to do so. It’s always a good idea to bring an extra reserve of funds in case any unexpected emergencies occur where advance payment is required.

Are there events or medical conditions that aren’t covered?

Every insurance plan contains restrictions and exclusions. For more information, review the terms and conditions, including pre-existing condition exclusions, of your travel insurance policy before leaving so you fully understand your coverage should a medical emergency arise.

Claims

How do I make a claim?

Click on "How to submit a claim" and follow the required steps. You’ll need to gather all your required documents, which may include original receipts, proof of departure documents and medical reports, and submit them together with a claim form to Allianz Global Assistance. Be sure to keep a copy of everything you submit for your records.

Why do I need to submit the original receipts?

Provincial government health insurance plans will only accept original receipts. Allianz Global Assistance will keep file copies and submit the originals to the provincial health plan offices for partial reimbursement after your claim is finalized. You should keep a file copy for your records as well.

Didn't find the answer you were looking for?

Please contact us 24/7 at 1-844-310-1578 or call collect at 1-519-514-0355

© Allianz Partners

Travel insurance does not cover everything. Please refer to the policy wording for full terms and conditions, including limitations and exclusions. Travel insurance is underwritten by CUMIS General Insurance Company, a member of The Co-operators Group of Companies and administered by Allianz Global Assistance. Allianz Global Assistance is a registered business name of AZGA Service Canada Inc. and AZGA Insurance Agency Canada Ltd. Please note that remuneration may be payable to the distributor of this insurance.