Filing a claim

Click the icon for your claim type, then follow the instructions:

EMERGENCY MEDICAL CARE

CANCELLATION

BAGGAGE

VEHICULE RENTAL INSURANCE

PURCHASE INSURANCE AND MOBILE DEVICES

ADD DOCUMENTS TO AN ONGOING CLAIM

General Information

Eligible expenses are subject to the conditions, exclusions and limitations stipulated in your insurance policy. Please refer to your policy for more details.

Each form includes a list of the required supporting documents, which we invite you to scan and submit online via our secure website. We reserve the right to request the original documents or additional information if needed up to one year from the date of submission. Please keep a copy of your supporting documents for your records.

Our standard processing time:

Processing your claim could take up to 10 business days. However, please note that the following situations may increase the time it takes us to process your claim:

An incomplete claim form or missing documents
Delayed or lacking detailed invoice
Delayed or lacking medical information

Be assured that a member of our team will contact you directly if additional information is required to process your claim.

New documents for an ongoing claim:

You submitted a claim and need to send us additional documents?

Click here to submit your additional documents online.

If you receive a bill:

Even though providers are asked to send invoices directly to CanAssistance, they may still send them to you. Please do not make any payments directly to the service provider unless we instruct you to do so. Simply send it online via our secure website and it will be added to your file for review. Make sure to complete and sign a claim form, even if you haven’t paid the bill.

Contact Us

Should you have any questions about your claim, please contact our Customer Service Monday through Friday from 8:30 a.m. to 5:00 p.m. by using the phone number on your insurance card or click the icon in the bottom right-hand corner of your screen to chat with an agent.

If you have additional insurance coverage:

If you’re covered by more than one travel insurance policy, indicate this on your claim form. We will work with your other insurer to coordinate your benefits as needed, and all eligible expenses will be fully reimbursed. Many credit cards offer insurance programs; the first few digits of your card number will allow us to check for you what benefits are covered.

Currency of your reimbursement:

All expenses are reimbursed in Canadian dollars. If you paid a bill in a foreign currency, please include proof of payment, such as a bank statement, where the exchange rate is specified. Otherwise, the exchange rate for the date of the service will apply.

If you receive a call from a collections agency:

If you receive a call about a bill, don’t worry: it doesn’t mean that your claim has been denied. Many service providers in the U.S. outsource billing and collection. You can simply refer the caller to our Customer Service for travel claims. Please don’t make any payments to the service provider directly unless we instruct you to do so.