Claims & Customer Service

Your plan's trip interruption insurance will reimburse you for unused travel arrangements and any cancellation penalties that a travel provider charges (if you cancelled a non-refundable airline ticket, for instance) for a number of situations that qualify as an emergency (for example, the death or serious illness of a family member back home). These situations, as well as terms and conditions, are described in the Description of Coverage for your plan.

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Yes, if it is medically possible. If you cannot call, someone else (a family member, friend, hospital or doctor's office staff, etc.) may call on your behalf.

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Obtaining urgent care in an emergency is your first priority—and we're here to assist at our toll-free emergency contact number. However, if your medical condition prevents you from calling before seeking emergency treatment, then you must call as soon as medically possible.

Someone else (a family member, friend, hospital or doctor's office staff, etc.) may call on your behalf—so it's a very good idea to carry your Description of Coverage or wallet card with you at all times.

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The multilingual representatives of Assured Assistance Inc. (AAI), our in-house worldwide emergency medical assistance company, are ready 24 hours a day, seven days a week if you have a medical emergency. You can rely on them to refer you or (when medically appropriate) transfer you to one of the accredited medical travel assistance providers within the AAI network, so you can receive the care you need as quickly as possible.

Because our representatives are multilingual and have 24-hour access to real-time translation services, we'll provide the assistance you need in your own language and someone to communicate on your behalf with medical personnel who may speak a different language.

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No matter where you are in the world, we'll be here for you. If you have an emergency, call Assured Assistance Inc. (AAI). AAI can be contacted 24 hours a day, 7 days a week by calling:

• 1-866-610-7088
  Toll-free from U.S. and Canada
• 001-800-514-3573
  Toll-free from Mexico
• (905) 273-3278
  Collect from anywhere
• 1-888-298-6340
  Toll-free fax from U.S. and Canada
• (905) 813-4719
  Fax from anywhere

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For information on submitting claims, click here.

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The required documentation will depend on the type of claim you need to file. For information on submitting claims, click here.

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It's our goal to settle every claim as quickly as possible. While every claim is different, there are things you can do to speed the resolution of your claim:

• If you require emergency care while on your trip, be sure to call our emergency contact number immediately, or at the earliest possible opportunity (someone else can call if you're unable to).
• If you need to cancel your trip prior to departing, you must call your travel agency or carrier to cancel your trip no later than 1 business day after the cause of cancellation. Call us the same day, if possible. Otherwise, you may not be covered for the cancellation penalties your carrier charges.
• For all claims, carefully read the instructions for completing and submitting your claim. Make sure you fully complete any required claim forms and submit all required documentation at your earliest possible convenience.

For information on submitting claims, click here.

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