In the event of an emergency during a covered trip outside your province or your country of residence, you must call the 24/7 emergency medical assistance immediately, prior to seeking treatment.

In the event of a medical emergency, you must notify the medical assistance within 24 hours of admission to a hospital and before any surgery is performed. The assistance team must approve in advance any surgery, invasive procedure, diagnostic testing or treatment, prior to you undergoing such surgery, procedure, testing or treatment (except in extreme circumstances where such action would delay surgery required to resolve a life-threatening medical crisis).

Also notify the emergency medical assistance if you must cancel, interrupt or delay your trip, or you experience any emergency. Failure to notify the emergency medical assistance as required will delay the processing and payment of your claim and may limit the amount of your claim payment.

The 24/7 medical emergency numbers are listed at the bottom on the last page of your travel insurance certificate.

The emergency telephone numbers are also listed in the policy booklet that was enclosed with your insurance certificate.

To find out what your coverage is, please refer to your certificate of insurance and your policy booklet.

Travel insurance does not cover everything. Your policy has exclusions, conditions and limitations.

You should read your policy carefully before you travel, so that you are aware of, and understand, the limits of your coverage.

Direct payment of eligible medical expenses approved in advance is part of our service, but if it is not possible to pay the hospital or the medical center directly, you may be required to provide payment yourself and submit a claim supported by proper documentation.

We are dedicated to making the claim process as simple and expedient as possible.

If your medical expenses could not be eligible for a direct payment of costs by the assistance, you can apply for a medical claim for care you paid during your trip, you must:

• Call the 24/7 emergency medical assistance in order to ask for the claim forms you have to complete;
• Read the claim form carefully, and complete it accurately and fully;
• Sign the claim form;
• Enclose original copies of all self-paid bills and receipts, as well as any unpaid bills you have received;
• Return all above documents to the address specified on the claim form as soon as possible;
• Under some travel insurance policies, you can submit your claim form by email.