Frequently asked questions

Yes. Our team is available 24 hours a day, 7 days a week, from anywhere in the world.

If you are on a trip and require emergency medical assistance, you must call our Emergency Assistance Services.

Yes, under certain conditions, such as asking for the extension before the expiration date of your policy. You may contact us or use the Client portal to purchase an extension. Extensions will be denied if requested after the expiration date of the policy, which is why it is recommended to ask for the extension at least 5 days before the expiration date.

If your return is delayed due to something that is beyond your control (ex: accident, vehicle breakdown), you will be granted a 72-hour extension at no charge. If you are hospitalized due to a medical emergency, your coverage will remain in force for as long as you are hospitalized, and the 72-hour extension will begin upon your discharge.

This is precisely why it is of the utmost importance that you carry your wallet card with you at all times. If your medical state prevents you from calling, your travelling companion, a friend, or medical staff will have access to your card and will be able to call us quickly. Emergency Assistance must always be called as soon as possible; we are there to help and steer you towards the appropriate services.

Here are a few of the services our experienced team can offer:

• Help you locate a physician, clinic or hospital;
• Confirm your insurance coverage to the hospital or physician;
• Coordinate your medical treatment and keep your family informed;
• Guarantee or arrange payment to the hospital or physician, whenever possible;
• Arrange transportation of a family member to your bedside, when indicated by circumstances;
• Arrange your repatriation to your province of residence;
• Etc.

Travel medical insurance covers medical emergencies arising from sudden and unforeseeable circumstances, and happening while on a trip outside of your province of residence. (See the definition of “emergency” in the policy.) Coverage up to $5,000,000 is provided, which is enough to cover customary diagnostic fees, hospitalization, repatriation, etc.

If purchased, Trip Cancellation & Interruption insurance covers specific situations that could happen before or during your trip, causing you to cancel or interrupt your trip. Your policy could also provide coverage for your baggage and personal effects, and protection in the event of accidental death or dismemberment. (See the policy for details.)

No matter if you opted for a traditional or hospital-care deductible, it should never be paid to the medical center! Our claims department will get in touch with you about your deductible when treating your file.

As per the many indications in your travel insurance confirmation and policy wording, you must call Emergency Assistance prior to any consultation or treatment, no matter if you have a deductible on your policy or not. Emergency Assistance must always be called as soon as possible; we are there to help and steer you towards the appropriate services.

We have agreements with clinics and hospitals in many different countries, in order to facilitate payment of the medical expenses you could incur. But some establishments could, nonetheless, require that you pay a deposit or the full amount of your consultation or hospitalization. This is one of the many reasons why we ask that you call Emergency Assistance prior to heading anywhere; we will steer you towards the most appropriate establishment, depending on your situation.

You are covered for as long as your emergency lasts, which can sometimes take a few days. An emergency no longer exists when Emergency Assistance establishes that no further treatment will be required at destination, or that you are able to return to your province of residence for further treatment. If you decide to remain at your destination, any recurrence could be excluded.

Medication prescribed by a physician is covered, if it was prescribed following a covered medical emergency. All eligible prescriptions are subject to a non-refundable US $5 co-payment. Payment of the prescription will only be valid for the initial 30 days after the onset of the emergency. The cost of prescription beyond this period is not covered. Forgotten medication and renewed prescriptions are not covered.

We will provide up to $1,000 per accident for dental care you will require following an accidental blow to the mouth or jaw, for healthy and natural teeth.

We also provide up to $500 for the relief of acute dental pain. See the policy for details.

We have an extensive network of clinics, doctors, and hospitals worldwide. Their expertise may vary so this is one of the many reasons why we ask that you call Emergency Assistance prior to heading anywhere; we will steer you towards the most appropriate establishment, whether in or out of our network, depending on your situation.

Our network allows us to evaluate the quality, costs, payment options, and service offering of the medical service providers. We encourage you to share your experience with us, following your interaction with a given service provider; this helps us to maintain up-to-date evaluations.