What’s travel assistance? Carefree travel
Dreaming of working on an exotic island, travelling solo in southeast Asia, studying in Europe or going hiking in Western Canada?
Included in your travel insurance: an emergency medical travel assistance service, available 24 hours a day, 7 days a week. If an unexpected event or accident happens, you’re never alone.
Coverage overview Two types of coverage depending on your contract
Emergency medical care coverage is always included. You can also benefit from trip cancellation and interruption coverage. Check your group insurance coverage or call your travel insurance assistance service to find out.
Emergency medical care
- Emergency medical, paramedical and hospitalization expenses covered abroad1
- Transportation and living expenses covered abroad (accommodation, meals, repatriation, etc.)1
- Emergency assistance service available 24 hours a day, 7 days a week, wherever you are in the world
Trip cancellation and interruption
- Compensation for a cancelled or delayed trip for a reason covered1
- Compensation for an interrupted trip for a reason covered1
- Emergency assistance service available 24 hours a day, 7 days a week, wherever you are in the world
Good habits are good practice
Your game plan for a hassle-free trip
Before your departure
1. Check your insurance
- Make sure your insurance is still valid.
- Confirm your coverage amounts.
- Check that dependents are included.
2. Pack your insurance card
- Assistance numbers you can dial internationally are also on the back of your insurance card.
- If you don’t have a card, find your certificate or identification number in the Client Centre.
- Consider writing down the phone number for the travel assistance service. That could save you a lot of hassle if you ever need it.
3. Tell your travel companions
- Mention to everyone travelling with you where to find your insurance card in case of an emergency.
4. Confirm your state of health
- Taking a new prescription medication, new dosage, waiting for medical results, had a recent operation, etc.? Call your travel insurance assistance service to confirm that your updated medical condition is covered.
- Have you seen a doctor in the last year, other than for a routine checkup? Call your travel insurance assistance service to confirm that everything is in order.
- Planning to do any high-risk sports during your trip? Make sure it’s covered!
In case of an emergency during your trip
1. Call your travel insurance assistance service immediately
- Contact before incurring any costs.
- You’ll be referred to the most suitable and closest medical resource (hospital, physician, clinic, etc.)
2. Don’t get scammed
- Never hand over your identity documents to a hospital or other medical facility.
- Always go through the travel assistance service to pay for medical care and services received.
- Never pay with cash. Let us get involved and manage the situation.
- Always keep original and detailed receipts of all medical care and services received, as well as your proof of payment.
- Make sure to ask for a medical report.
- Follow your travel insurance assistance service guidelines at all times.
3. Make sure you have access to your emails and phone
- We’ll get in touch with you by phone or email.
- This is essential, especially in repatriation cases.
4. Don’t make any moves without checking with your insurance first
- For example: don’t change or extend your ticket before confirming you'll still be covered.
When you return (if there was an emergency)
1. Did you follow our advice?
- Great! Simply fill out the claim form and send required documents to your travel assistance insurance service.
2. Did you receive an invoice or statement of account?
- No worries. Call your travel assistance insurance service, fill out the online form and attach your documents.
- Make sure to have the detailed invoice of care received and your proof of payment to be reimbursed, if you paid in cash.
More questions about travel assistance? We’ve got answers.
Since October 1, 2020, you’re covered BEFORE YOUR DEPARTURE if your insurance includes trip cancellation coverage:
- Change in travel health notice risk level: If the Government of Canada’s travel health notice for your destination changes from Level 1 or 2 at the time of purchase to Level 3 before your departure, then you can cancel your trip. If you decide to travel, you will still be covered for travel assistance (emergency medical expenses including COVID-19) for as long as the Government of Canada’s travel health notice level does not change to Level 4.
- Level 4 travel health notice: If the Government of Canada’s travel health notice for your destination changes from Level 1, 2 or 3 at the time of purchase to Level 4 before your departure, then it is possible and recommended that you cancel your trip. If you don’t, you won’t be covered for travel assistance.
The following are the Government of Canada’s travel health notice risk levels:
- Level 1: Practice health precautions
- Level 2: Practice enchanced health precautions
- Level 3: Avoid non-essential travel
- Level 4: Avoid all travel
Please see your insurance policy in the Client Centre for more details on eligible reasons for cancellation.
If your health is good and stable, you don't need to notify us before leaving.
However, if you have a known illness, changed your medication, received a new diagnosis or something else, call our travel insurance assistance service to check the coverage for your new medical condition.
If you plan to travel to a high-risk country or region, see the Travel Advice and Advisories (This hyperlink will open in a new tab). as well as the Travel Health Notices (This hyperlink will open in a new tab). issued by the Government of Canada. If a travel advisory is in effect for your destination, please contact your travel insurance assistance service.
Absolutely! You can cancel your trip if your illness is severe enough to warrant cancellation. You have to provide proof of your medical condition to be eligible.
Coverage for emergency medical care is always included. You could also benefit from trip cancellation and interruption coverage. See what’s covered in the Client Centre or call our travel assistance service at 1 855 635-9460.
Travel insurance with assistance includes an emergency medical assistance service, available 24 hours a day, 7 days a week. If an unexpected event or accident happens, we stay in touch so you’re never alone.
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