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This FAQ section provides clear answers to the most common questions about our services, coverage, and assistance process.
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 assist with your medical emergency treatment, monitor your care, and much more. It is always recommended that travellers purchase travel insurance, which for some destinations may even be mandatory.
Please read through your travel insurance policy carefully to ensure that you are well aware of what it covers.
While travel insurance coverages include a broad spectrum of insured events that clients are likely to encounter, it is not all-inclusive and does not cover everything.
We regret to inform you that our insurance policy is personal and non-transferable. This policy is designed to provide coverage specifically for the individual who has purchased it, and it cannot be transferred to another person. For guests traveling alone, we strongly recommend that they have their own account. This will allow them to book their reservation and purchase their own personal insurance policy. This ensures that they are adequately covered during their trip.
Unfortunately to qualify for this insurance, you must meet all of the eligibility requirements.
At this time, all policies must be purchased at time of booking.
Yes if it is in the Free-Look period, and you have not departed on your trip or started a claim.
Yes. Your Government Health Insurance only covers a portion of medical costs when you are out of your province or territory of residence. Certain fees, such as ambulance transportation, may not be reimbursed by Government Health Insurance plans.
Concerning the Trip Cancellation coverage, you are covered from 12:01 A.M. local time at your province of residence on the day after you purchased this Policy until the date your reservation was due to start. For all other insurance coverages and/or services provided by this policy, you are covered for the duration of the trip.
Trip Cancellation occurs prior to departure, Trip Interruption occurs while on trip, and delay occurs when unexpectedly have to extend your trip.
Generally speaking, a pre-existing condition is any medical condition that exists before the policyholder purchased the 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 may be eligible if they meet the definition of “stable” in the policy. Please refer to the definition of Stability in the policy terms and conditions.
You should first contact your trip provider / airline to determine if any portion of your trip is refundable.
If you can, please contact us before seeking medical treatment. In a medical emergency, you (or a travel companion member) can call our Emergency Assistance team at the number listed on your Confirmation of Insurance within 24 hours of being admitted. Then we can:
Our team is available 24 hours a day, 7 days a week, 365 days a year, from anywhere in the world.
If you are on a trip and require emergency medical assistance, you must call Europ Assistance Canada prior to seeking treatment. The phone number is listed on your Confirmation of Insurance.
Medication prescribed by a physician is eligible, if it was prescribed following an eligible medical emergency. Forgotten medication and renewed prescriptions are not covered.
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 direct 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 provides.
In the event you’re unable to contact us and need to seek immediate attention, you can refer to our list of prefered providers available on eClaims webiste. To access it, follow these steps:
Claims need to be submitted within one year of incident date, but should be started as soon as possible, preferably within 90 days.
For Emergency medical, please contact our Assistance team at the number listed on your Confirmation of Insurance.
For all other claims, please refer to the eClaims link found on the Confirmation of Insurance email.