Claim Procedures

What To Do If You Require Assistance or Need to Start A Claim

A. Important Claim Information

All of the conditions set out in the General Conditions Section of your policy and all of the following conditions apply. 

1. We will verify your GHIP, and other information required to process your claim, with government and other authorities as required. 
2. Physicians, Hospitals and any 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. 
3. We may disclose the information above and from other persons as may be required for the purposes of providing assistance about or processing Your claim for benefits. 
4. Failure to complete and submit the required claim form and authorization form in full will delay the processing of your claim for benefits under your Policy. 
5. We cannot process your claim in full until all the required documentation has been received by our claims department. 

B. Reporting A Claim 

To report a claim, you must call us as soon as possible, at the appropriate telephone number indicated in the Claims Contact Information section below, and be prepared to provide information regarding the following: 

• your name and contact information;
• your Policy number and the product number (if known); 
• The type and amount of loss;
• The name of the travel supplier(s) that arranged the trip;
• The trip dates; and
• The amount that you paid for your trip.  

Once you have reported your claim, we will register your claim and email you the required claim form within 15 days of you reporting your claim. You must complete the forms and return them to us at the appropriate address indicated below. Your claim form and proof of loss form must be submitted no more than 90 days after the loss occurs or ends, or as soon after that as is reasonably possible.

C. Claims Contact Information 

To report a claim and request a claim form, contact: 
Travel Guard at 1-866-878-0191 (Canada or Continental USA) or 1-416-646-3723 (International Collect)
Send Your claim form and proof of loss to:
Travel Guard
Attn: Claims Department, 
100 King Street West, Suite 5500, P.O Box 290 
Toronto, Ontario,
M5X 1C9, Canada.

D. Claims forms and proof of loss

When you complete your claim form and your proof of loss, you should include the following:

• your name and contact information; 
• your Policy number and the product number (if known); 
• the type and amount of loss;
• written proof of the circumstances of the loss; 
• the name of the travel supplier(s) that arranged the trip; and
• documentation, as outlined below, to support your claim.  

All claims for reimbursement under your policy must be submitted to us at the address indicated in the Claims Contact Information Section above, as soon as possible, but in any event no later than one (1) year after the date of the insured loss. Failure to submit your claim documentation to us within this time will not invalidate nor reduce any claim if it shall be shown not to have been reasonably possible to furnish such proof during that time.

Failure to comply with these conditions may invalidate any claims under your policy.

E. To claim for Emergency Medical and Dental Coverage:

If you require Emergency Medical and Dental Treatment, you must notify us at the below numbers prior to any Emergency Medical or Emergency Dental Treatment and prior to any surgery, invasive procedure or hospitalization, 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. 

1. 1. If you require Emergency Medical or Dental Treatment, call:
   • Travel Guard at 1-866-878-0191 (Canada or Continental USA) or 1-416-646-3723 (International Collect)
2. Our medical department must approve all medical procedures (including, but not limited to, cardiac procedures and cardiac catheterization) in advance. Our assistance coordinators will provide guidance. 
3. Payment for Emergency Medical Expense/Emergency Evacuation and Repatriation of Remains services may be payable directly to the provider of the services. However, the Provider:
   a. must comply with the statutory provision for direct payment; and
   b. must not have been paid from any other sources.
4. We will make every effort, although we cannot guarantee, to pay providers directly.
5. When you submit your claim for Emergency Medical and Dental Benefits, you must provide:
   a. a signed patient (or next of kin) authorization to release medical information to us, and an attending physician’s statement.
   b. all medical bills and reports and original receipts for all Emergency Medical and/or Emergency Dental Treatment you received.
   c. original receipts for subsistence allowance expenses.
   d. invoices and original receipts from travel service providers.

F. To Claim for Trip Cancellation, Trip Exchange, Trip Interruption, Trip Delay, Resumption of Trip, Travel Inconvenience, Cruise and Tour Protector Coverage, Sports Protector Coverage or Cancel for Any Reason Benefits:

You must notify us immediately of your trip cancellation, trip interruption, trip delay, cruise or tour cancellation or interruption, or sports event package cancellation, unless your trip cancellation, trip interruption, trip delay, cruise or tour cancelation or interruption, or sports event package cancellation prevents you from calling, in which case you must call as soon as possible or have someone call on your behalf, or if you decide to use your Trip Exchange, Resumption of Trip or your Cancel for Any Reason benefit. Every effort should be made to notify us no later than the next business day following the trip cancellation or trip interruption. If you are unable to provide cancellation notice within the required timeframe, you must provide proof of the circumstance that prevented timely notification. 

1. If Your Trip has been cancelled, interrupted or delayed, call:
   • Travel Guard at 1-866-878-0191 (Canada or Continental USA) or 1-416-646-3723 (International Collect)
2. When you submit your claim for Trip Cancellation, Trip Exchange, Trip Interruption, Trip Delay, Resumption of Trip, Travel Inconvenience, Cruise and Tour Protector Coverage or Sports Protector Coverage (sports Event Cancellation), you must provide (as applicable):
   a. documentation of the cancellation, interruption or delay and proof of the expenses incurred.
   b. proof of payment for the trip such as cancelled cheque or credit card statements.
   c. proof of refunds received.
   d. copies of applicable tour operator or common carrier cancellation policies, and any other information reasonably required to prove the loss.
   e. proof of all non-refundable, prepaid deposits or payments.
   f. completed documentation if a medical condition was the cause for cancellation. Claims involving loss due to sickness, injury, or death require signed patient (or next of kin) authorization to release medical information and an attending physician’s statement.
   g. complete unused transportation tickets and vouchers and all unused air, rail, cruise, or other tickets if you are claiming the value of those unused tickets.
   h. original receipts for Subsistence Allowance or Travel Inconvenience expenses.
   i. original receipts for new tickets.
   j. reports from police or local authorities documenting the missed connection or travel delay.
   k. invoices and original receipts from travel service providers.
3. When you submit your claim for Cancel for Any Reason Coverage, you must provide:
   a. documentation of the cancellation and proof of the expenses incurred.
   b. proof of payment for the trip such as cancelled cheque or credit card statements.
   c. proof of refunds received.
   d. copies of applicable tour operator or common carrier cancellation policies, and any other information reasonably required to prove the loss.
   e. proof of all non-refundable, prepaid deposits or payments.
   f. complete unused transportation tickets and vouchers and all unused air, rail, cruise, or other tickets if You are claiming the value of those unused tickets.
   g. invoices and original receipts from travel service providers.

G. To claim for Flight Accident and Travel Accident Benefits:

You must notify us immediately of your flight accident or travel accident, unless your flight accident or travel accident prevents you from calling, in which case you must call as soon as possible or have someone call on your behalf. Every effort should be made to notify us no later than the next business day following the flight accident or travel accident. If you are unable to provide notice within the required timeframe, you must provide proof of the circumstance that prevented timely notification.

1. If you suffer a flight accident or travel accident, call:
   • Travel Guard at 1-866-878-0191 (Canada or Continental USA) or 1-416-646-3723 (International Collect)
2. To submit a claim for Flight Accident or Travel Accident Benefits You must provide us with:
   a. all medical bills and reports.
   b. documentation of the event causing the flight accident or travel accident.
   c. copies of any applicable police, accident, incident, tour operator or common carrier reports, and any other information reasonably required to prove the loss. 

H. To claim for Baggage and Personal Effects or Sports Protector Benefits

You must notify us immediately of the loss or damage to your baggage or personal effects by calling the appropriate telephone number listed below. You must also immediately report the loss or damage to police, local or conveyance authorities, tour operator representatives, the hotel manager or official transportation representative, and obtain a written report. If the police, local or conveyance authorities, tour operator representative, hotel manager or official transportation representative are unavailable immediately following the loss, You must report the loss or damage within 24 hours of the loss and obtain a written report.  

1. If your Baggage and Personal Effects have been lost or damaged, call:
   • Travel Guard at 1-866-878-0191 (Canada or Continental USA) or 1-416-646-3723 (International Collect)
2. When you submit your claim for Baggage and Personal Effects or Sports Protector Coverage Benefits, you must provide:
   a. details regarding the loss including:
   • the date and time of loss.
   • the amount of the loss.
   • cause of the loss and a complete list of the damaged/lost items.
   • police and/or other local authority report(s).
   • any other documentation from any other appropriate party responsible for the loss.
   b. a copy of the written report regarding the loss or damage obtained from the police, local or conveyance authorities, tour operator representative, hotel manager or official transportation representative.
   c. a letter of coverage or denial from the common carrier.
   d. original receipts or sales slips for all lost or stolen articles over $149.99 Canadian per item claimed and proof that you owned the articles.
   e. original receipts or sales slips for all items claimed under Baggage and Personal Effects Coverage.
   f. documentation of the delay or misdirection of baggage by the common carrier and original receipts for the necessary personal effects purchases.
   For claims purposes, evidence of the value of the property insured or the amount of any loss must be kept.
3. Settlement of loss. Claims for damage and/or destruction shall be paid after we have received your claim forms and other documentation submitted to support your claim, and satisfactory proof of the damage and/or destruction is presented to us. Claims for lost property will be paid after the lapse of a reasonable time if the property has not been recovered, as determined by us. No claim will be paid if you have not submitted acceptable documentation proving the loss and the value of all items.
4. Valuation. We will not pay more than the actual cash value of the property as determined by us or the cost of replacement at the time of loss. At no time will payment exceed what it would cost to repair or replace the property with material of like kind and quality.
5. Disagreement Over Amount of loss. If there is a disagreement about the amount of the loss either you or we can make a written demand for an appraisal. After the demand, you and the insurer each select their own competent appraiser. After examining the facts, each of the two (2) appraisers will give an opinion on the amount of the loss. If they do not agree, they will select an arbitrator. Any figure agreed to by two (2) of the three (3) (the appraisers and the arbitrator) will be binding. The appraiser selected by you is paid by you. The insurer will pay the appraiser it chooses. You will share with us the cost for the arbitrator and the appraisal process.
6. Benefit to Bailee. This insurance will in no way inure directly or indirectly to the benefit of any common carrier or other bailee.

I. To claim for Security Evacuation

You must notify us immediately, by calling the appropriate telephone number below, of your need for security evacuation. 

1. If you require security evacuation, call:
   • Travel Guard Canada at 1-866-878-0191 (Canada or Continental USA) or 1-416-646-3723 (International Collect)
2. To submit a claim for Security Evacuation Benefits, you must provide us with:
   a. copies of all bills, invoices, receipts, and applicable credit card or bank statement pertaining to the claimed expenses; and
   b. documentation to support the reason for the security evacuation – copies of advisories issued, documentation of the natural disaster, etc.; and
   c. documentation showing any received or expected settlements, refunds or credit for this loss from any other party; and
   d. for claims due to verified physical assault or verified threat of physical assault, a police accident, incident or emergency room report that provides details of the event. 

J. Payment of Claims

We will review your claim after we receive all required documentation from you. After our review, if we determine that your claim meets the terms and conditions for reimbursement under your policy and we determine that you have provided complete and satisfactory proof of loss, we will approve your claim. We will remit payment to you in the amount(s) for which we determine you are eligible under your policy.  

Benefits are payable to you. Any benefits payable due to your death will be paid to the survivors of the first surviving class of those that follow:

1. To the beneficiary named by you and on file with us. 
2. To your spouse, if living. 
3. To your estate.

If a benefit is payable to a minor or other person who is incapable of giving a valid release, the insurer may pay up to $3,000 to a relative by blood or connection by marriage who has assumed care or custody of the minor or responsibility for the incompetent person’s affairs. Any payment we make in good faith fully discharges us to the extent of that payment."