How to file a claim

1. We may verify your health card number and other information required to process your claim, with government and other authorities;
2. Physicians, hospitals and other medical providers are authorized by you to provide to us any and all information they have regarding you, while under observation or treatment, including your medical history, diagnoses and test results; and
3. We may disclose the information available under 1) and 2) above and from other sources to such other persons, as may be required for the purposes of providing assistance about or processing your claim for benefits.

If making a claim, you must notify us as soon as possible in order for us to provide you with a claim form specific to your loss. Failure to do this could invalidate your claim. You have 90 days from your return date to file your claim with us. To report a claim or to request a claim form call 1-866-878-0191. Failure to complete the required claim and authorization form in full will delay the processing of and could invalidate your claim. All claim information should be sent to:

Travel Guard
Attn: Claims Department 
145 Wellington Street West
Toronto, ON M5J 1H8

You must contact us at 1-866-878-0192 or collect at 416-646-3723 before seeking medical attention and a failure to call will result in your being responsible for 30% of any eligible expenses incurred unless your medical condition prevents you from calling, in which case you must call as soon as medically possible or have someone call on your behalf. We will make every effort, although we cannot guarantee, to pay providers directly. Receipts for incurred expenses including those for subsistence allowance expenses are required.

You must notify us immediately of a cancellation, interruption or delay no later than the next business day following a cancellation, interruption or delay. You must provide:

   1. Proof of all non-refundable, prepaid deposits or payments;
   2. Completed documentation if a medical condition was the cause for cancellation;
   3. Complete unused transportation tickets and vouchers;
   4. Receipts for subsistence allowance expenses;
   5. Original receipts for new tickets;
   6. Reports from police or local authorities documenting the missed connection or travel delay; and
   7. Invoices and receipts from travel service providers.

If you have purchased this optional coverage and you wish to submit a claim, you must provide:

   1. Your car rental invoice;
   2. Your rental agreement with the record of the damages that existed when you picked up the car; and
   3. The police report and rental car agency report including estimate of repair costs.

You must file your claim with us within 30 days of the loss or damage in the case of a claim under Rental Car Protector Coverage.