FREQUENTLY ASKED QUESTIONS ALLIANZ INSURANCE

Travel insurance is designed to protect travellers against certain financial risks and losses caused by medical and non-medical mishaps that may occur before and during a trip. Examples may include a medical emergency overseas, delayed suitcase, or last-minute trip cancellation.

In addition to financial protection, the other great benefit of having travel insurance is access to assistance services while travelling. Our assistance team can arrange emergency medical treatment, monitor your care, serve as interpreters, help you replace lost passports and much more. It is always recommended that travellers purchase travel insurance, which for some destinations may even be mandatory.

In case you become sick or injured on your trip, travel insurance can help with the unexpected costs related to medical or dental emergencies. The benefits offered with travel medical insurance such as our Medical Plan include coverage for emergency medical transportation to get you to the nearest appropriate medical facility or back to Canada. If you are hospitalized, travel insurance may also cover the cost to bring up to two companions (your family member or close friend) to your bedside, help with returning your dependents home, and coverage for meals and accommodations if you have to stay in the hospital longer than your original return date.

In case you need to cancel your trip before you leave or unforeseen non-medical events happen during your trip, the trip cancellation and interruption insurance benefits in our Cancellation Plan may assist you by providing reimbursement for non-refundable trip payments if you have to cancel your trip due to a covered reason, or for costs incurred during your trip due to trip delays and interruptions. Our Cancellation Plan may also include coverage for delayed, lost or damaged bags as well as reimbursement for your out-of-pocket expenses for items such as clothing and toiletries up to a dollar limit until your bag arrives.

 

In addition to these benefits, Allianz Global Assistance provides 24/7 assistance with emergency hospital care arrangements, evacuations for medical emergencies, replacing lost or stolen documents, and more.

Please read through your travel insurance policy carefully to ensure that you are well aware of what it covers. Travel insurance has its limitations and does not cover everything. For example, benefits are not payable to high-risk pregnancies, motorized speed contests, or stunt activities. In addition, pre-existing conditions must be stable, as explained in your policy document. If they are not considered stable, your claim may not be approved. Be sure to contact Allianz Global Assistance if you need help understanding the exclusions, conditions and limitations of your policy.

A travel medical insurance plan provides emergency health and medical coverage in the event of an accident, injury or sickness beyond your control. Travel insurance can offset the high medical costs associated with being ill while travelling outside of your province. Likewise, trip cancellation and interruption insurance can offset financial loss resulting from your pre-paid, non-refundable trip costs if you have to cancel your travel plans for an insured reason.

Travel insurance can help with events such as a cancelled flight, a missed connection, or lost baggage after your vacation starts by reimbursing you for additional accommodation or travel expenses due to a covered departure delay or for the reasonable purchase of essential items during the time your baggage is delayed or lost for 8 hours and more.

The foremost thing to consider when choosing a travel insurance policy is to decide on the type of cover you need. There are usually two main coverage categories: medical and non-medical. Medical insurance provides coverage for treatment of eligible unexpected medical emergencies, ambulance and emergency transportation services, dental emergencies, pet return, transportation of a family member or friend to your bedside and more. You can opt to purchase travel medical coverage for a single trip only (Medical Plan) or multiple trips (Annual Plan), in case you frequently travel within a year. If the latter is your case purchasing coverage for multiple trips under a single policy can save you money on insurance by providing medical coverage for unlimited trips within one year from purchase.

On the other hand, non-medical plans, such as the trip cancellation and interruption insurance or Cancellation Plan, are designed to protect your investment by helping cover pre-paid expenses, re-organizing travel plans, and recovering lost, damaged or stolen luggage among other benefits.

Ultimately, you can also opt to purchase a plan which includes all the benefits from both medical and non-medical plans such as Medical and Cancellation Plan.

You can easily buy travel insurance online directly from www.travelinsurance.ca or by phone at 1-844-310-1578. If you are a Canadian resident, you will be asked a few questions to better understand your needs, such as:
  • Will you be going on one trip or more than two this year?
  • What type of travel insurance will you need? (e.g. emergency medical, cancellation and interruption, or both)
  • What is the start and end date of your trip?
  • What is the date of birth and province of residence of each traveller?
If you are not a Canadian resident and plan to visit Canada, you will be asked to provide more information on the following:
  • Start and end date of your trip
  • Number of travellers and their date(s) of birth
If you believe that the policy price and benefits quoted meet your needs and you want to proceed further with the purchase, you will be asked to provide information such as:
  • traveller(s’) name(s);
  • mailing address, telephone number, and email;
  • credit card details for payment of your travel insurance policy.
After completing your purchase, you will receive your travel insurance package comprised of your policy of insurance, confirmation of coverage and policy wallet card.

Travel insurance may cost between 4% and 8% of your total pre-paid and non-refundable trip costs. However, some factors can result in premiums outside of the range noted above. Travel insurance costs will vary based on plan selected, trip length, age and number of travellers.

Travel insurance provides protection for the unexpected events you may face when you travel and help to shield you against the losses that may incur. Usual travel mishaps include and are not limited to medical emergencies, trip cancellations, interruptions and delays, and lost, delayed or damaged luggage. Depending on the type of insurance you purchase, your policy can cover all of these situations and more. Apart from medical emergencies where Allianz Global Assistance will attempt to arrange for direct billing on your behalf, travel insurance works similarly to other types of insurance, where you pay upfront and are reimbursed by your insurer at a later date after submitting a claim. As with other forms of insurance, making a claim includes providing documentation as evidence of your loss and following the procedures regarding disclosure and deadlines. For more information, please visit our File a Claim page.

For proper protection during your trip, it’s important to be aware of the fine print of your travel insurance policy before your trip. Be informed of the details of your coverage to avoid any surprises if you need to make a claim and the possibility of it being denied because you incorrectly assumed you were covered. So, be sure to check the policy wording very carefully for coverage limits and any terms and conditions that could affect your coverage.

Here are essential recommended items and/or sections to should review in your policy.

Emergency medical coverage (for single/multiple trips and visitors to Canada)

  • Do you qualify for this insurance?
  • Description of coverage and dollar amount limit for each benefit
  • What is covered?
  • What is not covered?
  • General exclusions

Trip cancellation and interruption coverage

  • Do you qualify for this insurance?
  • Description of coverage and dollar amount limit for each benefit
  • What is covered?
  • What is not covered?
  • General exclusions

If you have any questions about your travel insurance plan, please contact us at

1-844-310-1578.

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’s effective date to avoid all or all 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 the Travel and Tourism website of the Government of Canada to check for any updates that might impact you, your trip or your coverage. Be sure to review the terms and conditions of your travel insurance policy before purchasing it to ensure you will have coverage at your planned destination.
It is advisable to purchase travel insurance as soon as you book your trip or holiday. For instance, travel insurance that includes trip cancellation benefits may help you recover non-refundable trip costs if you have to cancel your travel plans due to a covered reason in the run-up to your trip. If you only require emergency medical coverage, you can purchase a medical plan any time prior to leaving on your trip.   For those who are visiting Canada, we offer emergency medical coverage with the Visitors to Canada Plan. Please note that coverage for any sickness will begin 48 hours after the start date of your coverage if you purchase your policy after the expiry date of an existing Allianz Global Assistance administered policy or after you exit your country of origin. If you have any questions about travel insurance, please call us at 1-844-310-1578.

You can choose to purchase your travel insurance using the method that’s most convenient for you: online or by phone directly from an insurance provider such as Allianz Global Assistance. Some Canadians may also have travel insurance coverage through their employer benefits program or as part of benefits included on a credit card. In these situations, note the dollar limits for each benefit and what type of coverage is included. Moreover, check to see if there are any terms, conditions, or restrictions in place to make you eligible for coverage (ex. you have to purchase your trip using your credit card). In most cases, you’re better off looking for more coverage.

Some circumstances may affect your travel insurance coverage. These include government warnings and advice or warnings of important events reported by the mass media about your destination (e.g. severe weather alert, civil unrest, disease outbreak, etc.). Policies may have a “known events” clause, which means that if the event is already a known risk when the travel insurance policy is purchased, you may not be covered if you have to file a claim linked to this event.

For example, if there’s a travel warning in place for the volcanic eruption of Mt. Merapi in Indonesia on  May 1, 2022 and you purchase a policy on  May 2, 2022 and have a subsequent claim for cancelled flights, your claim may be affected. If you claim for a covered unrelated medical expense, it may be unaffected by the travel alert, but it will be assessed based on the terms and conditions of the policy.

Travellers typically choose to cancel their travel insurance policy when they realize the coverage purchased won’t meet their travel needs or understand they need a different travel insurance plan. When you purchase your travel insurance policy from Allianz Global Assistance, you have a 10-day free look period. You can cancel your policy anytime within this cooling off period and get a refund as long as your trip has not started, and you have not made a claim. If you cancel after the free-look period, your payment may not be refunded.

If you decide to extend your journey and wish to be insured for longer than the original period, you will need to purchase a new policy before the expiry date shown on your original policy’s Confirmation of Coverage.

However, coverage might not be available if you, your travel companion or a family member suffers a medical condition or injury during your first coverage period or for pre-existing conditions that previously required a medical assessment. Also, if you’re over a certain age, there might be age restrictions for some types of policies.

As general advice, we recommend that you contact your insurer as soon as you know that you’ll be travelling longer than expected and to check if you will be able to purchase another policy for the additional dates when you will be travelling.

If you decide to extend your journey and wish to be insured for longer than the original period, you will need to purchase a new policy before the expiry date shown on your original policy’s Confirmation of Coverage.

However, coverage might not be available if you, your travel companion or a family member suffers a medical condition or injury during your first coverage period or for pre-existing conditions that previously required a medical assessment. Also, if you’re over a certain age, there might be age restrictions for some types of policies.

As general advice, we recommend that you contact your insurer as soon as you know that you’ll be travelling longer than expected and to check if you will be able to purchase another policy for the additional dates when you will be travelling.

If you are a Canadian resident travelling abroad and you forgot to buy a travel insurance policy before you have headed out on vacation, you won’t be able to purchase coverage with Allianz Global Assistance for your trip. If you have purchased a policy online after your departure, your coverage will be affected if you have to file a claim related to a medical or non-medical event. The only option available for buying a policy when you are already overseas is to extend the original policy of coverage purchased before your departure if you have one.

If you are a foreign national travelling to Canada as a visitor, you are entitled to purchase a policy that may cover emergency medical events such as illnesses and injuries after leaving your country of origin or even after the expiry date of an existing policy administrated by Allianz Global Assistance. However, the policy will be subject to a 48-hour waiting period for any sickness. The 48-hour waiting time does not apply for injuries incurring within this period In other words, any sickness that starts during the 48-hour waiting period is not covered even if expenses are incurred after the 48-hour waiting period.

Therefore, it is recommended to purchase travel insurance as soon as you book your flights or vacation to avoid any future headaches.

It is important that you contact Allianz Global Assistance immediately in the event of a change in your travel dates. The change must be made before the originally scheduled departure date AND before the updated departure date. If you forget to call with an earlier or later date, or call after the original departure date, your coverage may be affected.

More and more countries are starting to require proof of travel insurance from travellers as a requisite for entry. These counries are implementing these measures to protect themselves from the financial burden of medical bills left unpaid by visitors. Below are some of the countries where travel insurance is compulsory for the entire duration of your stay. Always check country-specific requirements for any emergency medical coverage you may be expected to have.

Schengen countries – Austria, Belgium, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Slovakia, Slovenia, Spain, Sweden, and Switzerland. Some Canadian residents (e.g. Permanent residents) who hold a passport from a country where a Visa is required to enter the Schengen area even as a tourist provide proof of emergency medical coverage.

  • Antarctica
  • Aruba
  • Belarus
  • Brazil
  • Bulgaria
  • Cuba
  • Costa Rica
  • Ecuador
  • Falkan Islands
  • Iran
  • Latvia
  • Lithuania
  • Morocco
  • Slovakia
  • Maarten
  • Tahiti
  • Turkey
  • Thailand
  • The UAE
  • Turks and Caicos
  • Ukraine

We always recommend seeking up-to-date information about your destination before travelling as countries beyond those listed above, may start to require travellers to show proof of emergency medical coverage upon entry.

One of the single most significant reasons for getting travel insurance is the medical coverage it provides. If you’ve ever been overseas and required medical aid, you’ll know just how worth it travel insurance is. Without it, you are personally responsible for covering any medical expenses  and the cost could be high depending on your circumstances. In addition, the Canadian Government recommends that all Canadian travellers purchase travel insurance, as provincial health insurance plans provide little to no coverage for any illness or injury travellers experience while travelling outside of their home province or territory.

You must also consider purchasing a travel insurance plan that includes coverage for trip cancellation and interruption on the top of your emergency medical coverage. Unforeseen events such as lost luggage, delayed or cancelled flight delays, or having to cancel your trip plan due to a covered reason are common inconveniences that travellers could also face, potentially resulting in financial losses depending on the situation.

Most travellers know the value of travel insurance for international travel. What they might not know is that it is just as necessary to have medical and non-medical coverage when travelling around Canada.

Whether you are going on a family holiday to the Canadian Rockies or enjoying a long weekend in Canada’s capital city, your provincial health insurance plan may not cover costs associated with ground or air medical transportation, X-rays, emergency dental care and prescription drugs when you’re outside of your province of residence.

In addition, travel insurance may also reimburse you for out-of-pocket expenses if you have to cancel your trip due to a covered reason or when something goes off course during your vacation, such as your belongings being lost or damaged, disruptions arise during your trip, and more.

EMERGENCY MEDICAL INSURANCE

Every insurance plan contains restrictions and exclusions. For more information, review the terms and conditions, including pre-existing conditions, medical events related to pregnancy, injuries or losses caused by the practice of extreme and high-risk sports and activities, use of prohibited drugs or any other intoxicant, be it legal or not, among many others. In addition, benefits are not payable for losses or costs incurred due to, contributed to by, or resulting from acts of war, kidnapping, acts of terrorism of any kind, riots, strikes or civil commotion, among others.

Read the exclusion section of your travel insurance policy carefully before leaving so you fully understand your coverage.

Generally speaking, a pre-existing condition is defined as any illness, injury or medical condition, whether or not diagnosed by a doctor, for which you’ve had advice, treatment or experienced symptoms, prior to the effective date of your policy. Even if you don’t think your condition is particularly serious, you should always tell us about it as it is better to be safe than sorry.

Pre-existing medical conditions are typically considered an exclusion in travel insurance policies. This exclusion refers to medical conditions that existed before the effective date of your coverage. Depending on some factors like the traveller’s age and trip length, the pre-existing condition exclusion will require that any previous medical condition be stable for a specified period of time before your departure date (e.g. 90 or 180 days). If a medical condition is not stable within the specified period defined by Allianz Global Assistance and you need to file a claim for something related to that same medical condition your claim will not be covered.

If you can, please contact us before seeking medical treatment. In a medical emergency, you (or a family member) can call our Emergency Assistance team at

1-844-310-1578 toll-free within North America or collect from outside North America at 1-519-514-0355 within 24 hours of being admitted. Then we can:
 

  • Provide a referral to and contact the nearest medical facility on your behalf
  • Communicate with your treating and family physicians, and monitor your care
  • Arrange to have all bills sent to us instead of you
  • If required, arrange for medical transportation to return you to Canada
  • And more.

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.

Even though travel medical insurance is worth having when travelling to Europe due to the high health costs associated with any emergency medical treatments, not everyone is required to have it. However, having a travel insurance policy is mandatory for travellers who need to apply for a Schengen visa, which might be the case of some Canadian residents (e.g. PR holders who don’t have Canadian citizenship status and hold passports from countries where a visa is required to enter the Schengen area).

If you have purchased a travel insurance plan that includes emergency medical coverage, you are likely to be covered for an emergency medical event such as getting sick or injured during your trip. Whenever possible, we will attempt to arrange for direct billing on your behalf. However, when this is not possible, we may reimburse you for any out-of-pocket medical expenses you may have after you file a claim. Please note that your medical coverage is subject to limitations and exclusions, which are explained in your policy under the “What Is Not Covered” and “General Exclusions” sections. Make sure you understand the ins and outs of your policy and if you have any questions, call us at 1-844-310-1578. One of our travel insurance experts will be happy to assist you.

You can easily get a quote and purchase your travel health insurance coverage online or directly by phone. In some cases, depending on the traveller’s age and pre-existing medical conditions, a medical questionnaire may need to be completed. In such cases, travellers must call at 1-844-310-1578 and speak with a representative to get a quote and purchase coverage.

It does if there is not a Government of Canada travel advisory related to COVID-19 in place for your specific destination on the effective date of your policy.

However, suppose there is in place a Government of Canada travel advisory to avoid “non-essential” or “all” travel related to COVID-19 for your destination on the effective date of your policy; in that case, the Emergency Medical benefits under this plan won’t cover treatment for COVID-19 if you end up contracting the illness while you are travelling abroad. In this case, you can buy supplementary coverage for COVID-19 separately through our call centre at 1-844-310-1578.

TRIP CANCELLATION AND INTERRUPTION INSURANCE

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, non-refundable trip payments or deposits if you have to cancel your trip 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.

If you have purchased a travel insurance plan that includes trip cancellation and interruption benefits, your coverage may help you to recover the costs related to hotel accommodations in the following situations:

Before your trip – If you have to cancel your trip, due to a covered reason, before you head off on holiday, we may reimburse you for your pre-paid non-refundable travel investment (e.g. hotel fees);

After you have departed – If, as a result of a covered reason, a) your trip is interrupted, benefits are payable for the pre-paid, non-refundable portion of unused insured travel arrangements, or b) your trip is interrupted or delayed beyond the expiry date of your coverage, we may reimburse you up to a maximum dollar amount for additional commercial accommodation, meals and more.

Trip cancellation coverage – in terms of travel insurance – means that if something goes wrong and you need to cancel your trip due to a covered reason before you head off, you can claim any pre-paid, non-refundable trip costs up to the amount specified in your insurance policy.

For example:

Two days before departing on his summer getaway to Paris, Peter got sick with bronchitis and his doctor advised him not to travel. Because of this, he had to cancel his flights and hotel bookings. Under the airline’s and hotel’s cancellation policies, neither costs were eligible for a refund, so Peter would be out of pocket for $3,500. Fortunately, through his trip cancellation and interruption coverage, Peter is eligible to recover the money he has lost.

Trip cancellation is designed to cover your prepaid non-refundable trip investment in case you can’t take your trip due to a covered reason (e.g. sickness or injury of a family member, adverse weather conditions) listed in your travel insurance policy. On the other hand, trip interruption provides protection once you have already begun your travel. For example, if you have to cut your trip short or delay it past the expiry date of your policy for a covered reason listed in your policy, or you need to purchase reasonable necessities and toiletries because your baggage is delayed or lost, the trip interruption benefits will reimburse you for such costs up to a dollar amount limit.

In case of late delivery of your luggage, before you leave the airport, file a claim with the airline and keep a copy of the report. Also, contact your insurance provider and communicate the situation with them. If your baggage or personal items are delayed for 8 hours or more, trip cancellation and interruption coverage offered by Allianz Global Assistance may provide reimbursement for reasonable and necessary toiletries and clothing up to $400.00 Canadian Dollars. Keep the original purchase invoices for necessities as you will need them when making a claim for the reimbursement for such costs.

In case of loss or damage of your baggage by the carrier, you must file a report with your airline, bus or train company or cruise line that recognizes the circumstances of loss or damage. It is also advisable that you contact your insurance provider and share the situation with them. The trip cancellation and interruption coverage offered by Allianz Global Assistance may reimburse you up to $1,000 Canadian Dollars for loss or damage of owned or borrowed baggage including personal effects usually carried by you.

In case of luggage loss caused by robbery or theft, besides communicating the incident to your travel provider, you must file a police report. Allianz Global Assistance may reimburse replacement costs up to $400.00 Canadian Dollars for any travel document such as a passport, driver’s licence, birth certificate, or travel visa.

Allianz Global Assistance declared COVID-19 to be a known event for Trip Cancellation and Trip Interruption benefits on March 11, 2020. This known event declaration applies specifically to claims resulting from Global Affairs Canada travel advisories against non-essential travel (Level 3) or all travel (Level 4) due to COVID-19. As a result of the known event declaration, customers who purchased their policy on or after March 11, 2020 are not covered for Trip Cancellation and Trip Interruption claims related to COVID-19.

An exception to this known event declaration relates to claims if a customer becomes ill due to COVID-19 in their home province before departure, or at their destination during their trip. In these scenarios, a client can still claim for their non-refundable trip costs under Trip Cancellation (before departure) or Trip Interruption (after departure) benefits.

In normal times, if you have to cancel your flight prior your departure because of a covered reason, trip cancellation and interruption insurance benefits may provide reimbursement for the non-refundable flight costs. However, if the travel supplier offers a credit for future travel, this is considered a form of reimbursement, even if you did not request the credit or you refuse it. In such cases, your travel insurance provider may not provide any additional reimbursement.

The Covered Reasons for trip cancellation are a specific list of certain unforeseen events that, when they occur, may mean you are eligible to make a claim if you have to cancel, delay or interrupt your trip. The complete list and descriptions of covered reasons are provided in your travel insurance policy certificate. Make sure to read and understand them. Here are some examples:

  • The unexpected death, illness, or injury of you and/or a family member
  • Being unable to participate in a sporting event due to a medical condition when the purpose of the trip was participation in that sport
  • Unforeseen natural disasters at home or at the destination
  • A legal obligation, such as being called for jury duty or subpoenaed as a witness
  • Being called to service in case of reservists, active military, police, essential medical and fire personnel
  • Unforeseeable, involuntary termination from your permanent employment without just cause

If you have questions, call us at 1-844-310-1578 and our travel insurance experts will walk you through the plan coverage, and explain your benefits.

VISITORS TO CANADA INSURANCE

Super Visa applicants require coverage for emergency medical costs in case an unforeseen injury or illness happens while they are visiting Canada or are on a side-trip outside of their country of origin. Canadian Super Visa applicants must submit a proof of purchase of private emergency medical coverage that meets the following requirements:
  1. a) Issued by a Canadian insurance company. b) Valid for at least one year from the date of entry. c) Provides at least $100,000 in coverage d) Offers proof that the medical insurance has been paid for.
Source: Super visa (for parents and grandparents) – Government of Canada

If you are immigrating to Canada, beware that every province has its own specific eligibility criteria and waiting times before you qualify for a Governmental Health Insurance Plan (GHIP). For example, in Ontario, Quebec and British Columbia, a newly landed immigrant or a temporary working visa holder will have to wait 3 months until they become eligible to apply for government healthcare insurance. During the waiting time, it’s important to purchase travel health insurance that provides coverage for medical and dental emergencies and emergency hospitalization and transportation, along with other benefits.

Healthcare in Canada is neither free nor cheap. If during your visit to Canada you get sick or injured, the Canadian government won’t pay for any hospitalization or emergency medical services for visitors. Also, if you don’t have proper medical insurance coverage, you will be liable to pay for any medical service out of your own pocket. To avoid putting yourself in such a situation, make sure to get travel medical insurance. It may cost only a fraction of the amount you could end up having to pay for emergency medical treatment.

Other than in a few cases where travel visa applicants need to provide proof of medical insurance coverage for their entire stay in Canada, in general, visitors are not required to have travel insurance upon entry in Canada. Even if visitors have access to the Canadian healthcare system, the cost of medical treatment can be very expensive. Therefore, it is essential to have adequate travel health insurance to cover any medical treatment costs when visiting Canada, even for brief stays.

CLAIMS

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.

A combination of the type of claim and the sharing of the necessary documentation will determine the time it will take to process your claim. If our Claims team is waiting for any type of documentation such as medical reports, receipts, statements, or police reports, they won’t be able to process your claim until that documentation is received. So make sure you provide all requested information and ask any questions you may have regarding the next steps you may expect regarding your claim.

If you believe the decision made on your claim is incorrect, you may appeal. To do so, please refer to the contact information in the letter you received and submit your request in writing with new supporting documentation. For more information, please refer to our “Guidelines for claims appeals and resolution”.

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.

Here are common situations that lead to the rejection of a travel insurance claim.

a) Not declaring pre-existing medical conditions – Never hide details of a pre-existing condition, or you risk annulling one of the most expensive types of claims.

  1. b) Engaging in high-risk sports and activities – Check to see what’s covered before you sign up for any event that may lead to an accident that you may not be covered for.
  2. c) Being under the influence of alcohol or any other intoxicants (be it legal or not) – If you have an accident or get injured while intoxicated, any emergency medical or associated costs would not be paid by your travel insurance.
  3. d) Leaving baggage and personal items unattended.
  4. e) Providing inadequate or insufficient supporting documentation – Submitting proper evidence is necessary, whether it is a police report, receipts for purchases, medical certificate, confirmation of travel delay or a baggage-loss report from the carrier.
  5. f) Travelling against the advice from the Canadian Government – A claim will likely not be paid if it happens as a result of travelling to a location that the Canadian Government has advised against travelling to.
  6. g) Engaging in illegal or reckless behaviour or activity – Claims related to illegal, fraudulent or dishonest conduct are not payable. Events that occurred as a result of rash behaviour such as the unauthorized use of swimming pools. Being at restricted locations are also not covered by travel insurance.
  7. h) Buying travel insurance after you hear about a disruptive event – If an event is publicized (ex. a storm that has been named), it is too late to buy a policy for coverage related to that event.
  8. i) Assuming that travel insurance covers everything – Travel insurance covers a specific list of events, which are declared in every coverage plan and often varies across different insurance companies.

Insurers

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