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FAQs - Claims

I'd like to make a Trip Cancellation/Trip Interruption claim in relation to COVID-19 (coronavirus). What are my options?

A travel advisory is a covered risk for Trip Cancellation & Trip Interruption polices, and if the policy was purchased before March 4, 2020, you can submit a claim, if the travel advisory is still in effect on your scheduled departure date, provided there was no avoid all or non-essential travel advisory in place at the time insurance was purchased or trip booked to that destination. For instance, if your cruise is leaving May 1, 2020, and there is an avoid all or non-essential travel advisory in place at that time, you may be covered if you decide to cancel your trip. If you’re opening a claim due to a Canadian government travel advisory related to the Coronavirus, please wait to contact us or open a claim online until the day of your planned departure or afterwards. We’re unable to assist you with opening a claim or confirming coverage prior to this point.

How long will it take to process my claim?

Since every claim is different, we work with a number of different providers to resolve your claim. The more parties involved, the longer it could take. However, know that we’re committed to processing your claim as quickly as possible!

On your behalf, we’ll coordinate with:

  • Your attending physician (when the emergency happened)
  • Your family doctor (at home)
  • Other providers (i.e., chiropractors, dentists, etc.)
  • Travel/transportation providers
  • Your car insurance provider
How can I help speed up this process?

Great question! Here are some tips to help expedite the process:

  • We recommend submitting your original claim forms to us within 60 days from the day you were treated
  • Make sure you provide all original, itemized bills and receipts including:
    • Your full name
    • Date(s) of service
    • Amount charged
    • Type of service/diagnosis
    • Prescriptions with the original pharmacy prescription receipt, not the till or credit card receipt
  • Make sure you’ve signed all required documents
Why are there so many forms?

No one likes paperwork… but we need some important details in order to get your claim processed. But we’ll help get you the necessary forms, so you don’t have to track it all down yourself.

On your behalf, we coordinate with a number of parties and each one has its own requirements:

  • The policy Underwriter requires your completed claim form to confirm the claim has been submitted. They need original documents, so your claim can be fairly and accurately assessed. The decision to pay or decline your claim will be based in part on this information.
  • Provincial Healthcare plans require certain forms to be completed and returned to them. Completing and returning these forms helps expedite the process.
  • Other Insurers (employment/retirement/other healthcare plans, credit card companies, etc.) require an Assignment of Payment. By coordinating with these insurers to whom a premium may already have been paid, we ensure your travel insurance premiums remain low.
Do I need to fill out each form that’s sent to me?

Yes. Each form must be completed in full, regardless of the amount of your claim. Incomplete information may result in a delay.

Can I submit a copy, instead of an original bill?

No, we need original, itemized bills. However, we suggest you keep a copy for your records.

What if my bills are in a foreign language?

Don't worry; we’ll translate them for you! All you have to do is provide all the original documents/receipts you have. However, if you wish to translate them before sending them in, feel free to do so.

How long do I have to send in all my forms? What is the deadline?
  • While you have up to one year from the day of treatment/loss, we suggest that forms be sent within 60 days. Provincial healthcare plans have tight deadlines for submitting claims. Since we coordinate with these plans on your behalf, if we don’t receive your forms within 60 days of the treatment/loss, your reimbursement could be impacted.
  • You have up to one year after the treatment/loss date to submit all your forms and other paperwork to us. After that, your claim is permanently closed.
What should I do if I receive a bill/statement after I've submitted my claim forms?

Many US medical providers send automatic statements every 30 days to you, without informing us. If you receive any additional bills/statements showing an outstanding balance, just let us know. We’ll resolve this issue on your behalf.

Who signs the Medical Authority section, and why?
  • If you’re making the claim, you’ll need to sign this section.
  • For minors, the legal guardian must sign this section.
  • If you’re signing on behalf of the traveller, you'll need to include a copy of the Power of Attorney, to show you’re legally authorized to do so.
  • This Authority is needed to request your medical information in order to fairly and accurately evaluate your claim.
  • To coordinate with provincial healthcare plans, the Ministry also requires this Authority.
  • If this section isn’t signed, it will delay the processing of your claim.
Why do you need my employer/retirement/other insurance information?
  • In order to keep travel insurance premiums as low as possible, it’s necessary to share the cost of your claim with other insurers to which a premium has already been paid.
  • Employers often provide extended health benefits to employees and these benefits often continue into retirement. Since travel insurance supplements your other insurance coverages, you’ll need to share this information with us to process your claim.
  • If you (or your spouse) don’t have extended healthcare, or benefits available through another travel insurance plan, travel supplier or credit card, you must sign to acknowledge this.
Who needs to complete the Assignment of Payment section?

You’ll need to complete it, if you have other insurance through a group benefits plan, credit card, etc. However, if your spouse is the primary policyholder, he/she will need to sign it.

Do I need to complete the Out-of-Country Claim Form for the Medical Services Plan (MSP) of BC?

If you’re a BC resident, and were hospitalized overnight outside the province, MSP requires this additional form. You’ll only need to complete Section A, and we’ll complete the rest for you.

My claim was denied, what can I do?

You have the right to dispute you claim denial. For more information on the Complaint process, click here.

Still have questions? Feel free to contact us!

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