Insurance Claims Guide

Comprehensive claim procedures and contact information for all insurance providers

How to File Your Visitor Insurance Claim

In the event of a medical emergency while visiting Canada, it is strongly recommended that you contact your travel insurance provider's 24-hour emergency assistance centre before seeking treatment, whenever possible. Failing to do so may result in the insurer covering only a portion of the claim typically around 80% leaving you responsible for the remaining amount.

In cases of life-threatening emergencies, always seek immediate medical care first, then contact your insurer as soon as it is safe to do so to avoid potential financial penalties.

To submit a claim, ensure you complete all required forms and include necessary documentation, such as original receipts, medical records, proof of travel dates, and confirmation of departure from your home country. Most insurers require claims to be submitted within 30 to 90 days from the date of treatment.

Remember to keep copies of all submitted materials and follow up with your insurance provider if you do not receive a confirmation within their stated processing timeframe.

Manulife

Emergency Contact

Phone: 1-877-878-0142 (Canada/US) or +1 (519) 251-5166 (collect worldwide)
Deadline: Within 24 hours of hospitalization
Penalty: 20% co-insurance if not contacted within 24 hours (waived if medically impossible)
Availability: 24/7 availability including TravelAid mobile app access

Pre-Authorization Required

  • All medical procedures/tests (MRI, CAT scan, angiogram, cardiac catheterization, surgery)
  • Emergency air transportation
  • Medical evacuation

Claim Submission

Deadline: Claims must be submitted within 90 days of loss
Required Documents: Completed claim form, original bills/receipts, medical records, proof of travel dates
Mailing Address: Manulife Financial Travel Insurance c/o Active Care Management, P.O. Box 1237, Stn. A, Windsor, ON N9A 6P8

Additional Services

  • Medical consultation: Connection to Canadian licensed physicians via Maple telemedicine service
  • Assistance Centre: Verification of coverage, provider referrals, direct billing arrangements, medical monitoring

Destination Canada

Emergency Contact

Phone: 1-888-726-1839 (Canada/US) or +1 (416) 260-4553 (collect worldwide)
Deadline: Within 24 hours of hospitalization
Penalty: 20% co-insurance if not contacted within 24 hours (waived if medically impossible)
Availability: 24/7 emergency assistance available

Pre-Authorization Required

  • Contact assistance center before seeking medical treatment when possible

Claim Submission

Deadline: Submit all required documentation within 30 days of the event
Required Documents: Complete and sign claim forms, all original bills, receipts, and supporting documents
Mailing Address: Contact insurer for mailing address

Additional Services

  • Multilingual support provided
  • Direct billing to hospitals where possible
  • Coordination with healthcare providers

Travelance

Emergency Contact

Phone: 1-855-883-6479 (toll-free) or 416-467-4587 (collect)
Deadline: Within 24 hours of hospitalization
Penalty: 20% co-insurance penalty if assistance center not contacted (unless medically impossible)
Availability: 24/7 multilingual assistance

Pre-Authorization Required

  • All hospital admissions
  • Surgery or invasive procedures
  • MRI, CT scans, or other major diagnostic tests
  • Air ambulance or medical repatriation

Claim Submission

Deadline: Notification within 30 days, documentation within 90 days of incident
Required Documents: Completed claim form, original receipts, medical records, proof of travel dates
Mailing Address: Contact claims department for address

Additional Services

  • Claim forms available online or by contacting claims department

Tugo

Emergency Contact

Phone: 1-800-663-0399 (toll-free) or 604-278-4108 (collect)
Deadline: Before seeking treatment when possible
Penalty: Penalty may apply if assistance center not contacted
Availability: 24/7 multilingual assistance

Pre-Authorization Required

  • All hospital admissions
  • Surgery or invasive procedures
  • Major diagnostic tests
  • Air ambulance or medical repatriation

Claim Submission

Deadline: Notification within 30 days, documentation within 90 days of incident
Required Documents: Completed claim form, original receipts, medical records, proof of travel dates
Mailing Address: Claims at TuGo, 1200-6081 No. 3 Road, Richmond, BC Canada V6Y 2B2

Additional Services

  • Online claim submission available

GMS

Emergency Contact

Phone: 1-800-459-6604 (toll-free) or 905-762-5196 (collect)
Deadline: Within 24 hours of hospitalization
Penalty: Penalty may apply if assistance center not contacted
Availability: 24/7 multilingual assistance

Pre-Authorization Required

  • All hospital admissions
  • Surgery or invasive procedures
  • Major diagnostic tests
  • Air ambulance or medical repatriation

Claim Submission

Deadline: Notification within 30 days, documentation within 90 days of incident
Required Documents: Completed claim form, original receipts, medical records, proof of travel dates
Mailing Address: World Travel Protection, 901 King Street West, Suite 300, Toronto, ON, M5V 3H5

Additional Services

  • Claims can be submitted by mail or email

MSH

Emergency Contact

Phone: 1-800-295-5205 (toll-free) or 416-640-4959 (collect)
Deadline: Before seeking treatment when possible
Penalty: Penalty may apply if assistance center not contacted
Availability: 24/7 multilingual assistance

Pre-Authorization Required

  • All hospital admissions
  • Surgery or invasive procedures
  • Major diagnostic tests
  • Air ambulance or medical repatriation

Claim Submission

Deadline: Notification within 30 days, documentation within 90 days of incident
Required Documents: Completed claim form, original receipts, medical records, proof of travel dates
Mailing Address: Contact insurer for mailing address

Additional Services

  • Online claim submission available

Allianz

Emergency Contact

Phone: 1-800-995-1662 (toll-free) or 416-340-0049 (collect)
Deadline: Within 24 hours of hospitalization
Penalty: Penalty may apply if assistance center not contacted
Availability: 24/7 multilingual assistance

Pre-Authorization Required

  • All hospital admissions
  • Surgery or invasive procedures
  • Major diagnostic tests
  • Air ambulance or medical repatriation

Claim Submission

Deadline: Notification within 30 days, documentation within 90 days of incident
Required Documents: Completed claim form, original receipts, medical records, proof of travel dates
Mailing Address: Allianz Global Assistance Claims Department, P.O. Box 277, Waterloo, ON N2J 4A4

Additional Services

  • Claims can be submitted by mail or online

21st Century

Emergency Contact

Phone: 1-800-567-0021 (toll-free) or 416-640-7865 (collect)
Deadline: Within 24 hours of hospitalization
Penalty: Penalty may apply if assistance center not contacted
Availability: 24/7 multilingual assistance

Pre-Authorization Required

  • All hospital admissions
  • Surgery or invasive procedures
  • Major diagnostic tests
  • Air ambulance or medical repatriation

Claim Submission

Deadline: Notification within 30 days, documentation within 90 days of incident
Required Documents: Completed claim form, original receipts, medical records, proof of travel dates
Mailing Address: 21st Century Visitors Claims c/o Active Care Management, P.O. Box 1237, Stn. A, Windsor, ON N9A 6P8

Additional Services

  • Claims can be submitted by mail or email

Secure Travel

Emergency Contact

Phone: 1-866-261-1723 (toll-free) or 416-340-7124 (collect)
Deadline: Within 24 hours of hospitalization
Penalty: Penalty may apply if assistance center not contacted
Availability: 24/7 multilingual assistance

Pre-Authorization Required

  • All hospital admissions
  • Surgery or invasive procedures
  • Major diagnostic tests
  • Air ambulance or medical repatriation

Claim Submission

Deadline: Notification within 30 days, documentation within 90 days of incident
Required Documents: Completed claim form, original receipts, medical records, proof of travel dates
Mailing Address: Contact insurer for mailing address

Additional Services

  • Claims can be submitted by mail or email

Important Reminders

  • • Keep copies of all documents for your records
  • • Contact emergency assistance immediately for serious medical situations
  • • Obtain pre-authorization for major medical procedures when possible
  • • Submit claims within specified timeframes to ensure processing
  • • Penalties may apply for late notification - check your policy details