A 21st Century Visitor to Canada claim starts with a call to 1-877-882-2957, or +1-519-251-7856 collect, before treatment. If the parent cannot call, someone must call within 24 hours; otherwise a 20 percent co-insurance penalty may apply. Report the claim within 30 days, file through the Travel Claims portal or the TravelAid app, and provide proof within 90 days. The policy is underwritten by The Manufacturers Life Insurance Company, and assistance runs through Manulife’s Active Care Management.
The general sequence at every insurer is on the claims hub. The plan itself is reviewed at 21st Century.
What do you need before you start?
The policy number and the correct emergency number, because 21st Century runs four products on four different lines. Then the passport, the hospital details and, for the claim form, proof of travel, medical reports and itemized bills.
| Item | Why it is needed |
|---|---|
| Policy number and certificate | Identifies the Visitor to Canada plan and the Manulife underwriting |
| Correct assistance number: 1-877-882-2957 / +1-519-251-7856 | The 21st Century, Medicare International and SaveAway lines are different |
| Passport with entry date, boarding pass or ticket | Proof of travel is a required claim document |
| Hospital name, ward, attending physician | For the assistance centre to confirm cover and arrange billing |
| Medical reports and physician’s diagnosis | Required with the claim form |
| Itemized bills and payment receipts | Required with the claim form |
| Medication list with dates; home doctor’s contact | For the stability check on Enhanced; the questionnaire answers will be compared |
Sources: HelloSafe and PolicyAdvisor. On a monthly plan, also keep the payment history; a lapsed instalment is the first thing the administrator checks.
How do you make a 21st Century claim, step by step?
Eight steps from the first call to payment. The first call takes minutes; the online filing about an hour; the decision and payment, weeks.
- Call the Visitor to Canada assistance line before treatment: 1-877-882-2957 in Canada and the US, +1-519-251-7856 collect elsewhere, 24 hours a day. In a life-threatening emergency go to hospital first and have someone call within 24 hours. Give the policy number, hospital, diagnosis and a callback number; record the file number.
- Ask the assistance centre to confirm cover to the hospital and arrange direct billing. The Manulife wording that governs Active Care Management says it will “arrange to have your covered expenses billed directly to us where possible.” If the hospital still asks for a card, see direct billing.
- Report the claim within 30 days of the expense. The Claims Assistance Centre emails the claim forms; the TravelAid app can also open a claim immediately.
- Complete the claim form in full. HelloSafe quotes the instruction: “Complete the Claim Form entirely to avoid processing delays.” Sign the medical-records authorization.
- Gather proof of travel, medical reports and itemized bills. Ask the hospital for an itemized statement rather than a summary.
- Submit online through the Travel Claims portal (manulife.acmtravel.ca, account required), through TravelAid, or by email or mail. Online is fastest.
- Provide proof of claim within 90 days of treatment or of the claim notification. Upload later documents as they arrive rather than waiting for the complete set.
- Watch for the decision letter. Approved claims are paid by cheque, Interac e-transfer for amounts under $5,000, or direct deposit; choose the method on the form.
Sources: HelloSafe, PolicyAdvisor and the Manulife visitor policy. The first-hour checklist is on emergency: what to do first.
How long does it take?
21st Century publishes no service standard, and independent review volume is thin, so there is no public pattern of delays. Because the file runs through Active Care Management, expect Manulife-style documentation requests and allow weeks for reimbursement.
| Stage | Deadline or typical time |
|---|---|
| Call the assistance centre | Before treatment, or within 24 hours |
| Report the claim | Within 30 days of the expense |
| Proof of claim | Within 90 days |
| Cover confirmed to hospital | Same day to a few days |
| Decision after complete file | Weeks |
| Payment after approval | Cheque, e-transfer (under $5,000) or direct deposit |
Source: PolicyAdvisor. The THIA Bill of Rights promises “timely and transparent communication”; quote it when chasing.
What if it goes wrong?
The common failures are the wrong phone number, a missed 30-day report, a lapsed monthly payment, and a stability denial on Enhanced. Each has a next step.
| Problem | What to do |
|---|---|
| Called the office line and got voicemail | Hang up and call 1-877-882-2957; the office line is 9 to 5 only |
| Did not call before treatment | Call now, explain why; ask whether the 20% co-insurance will be waived for medical impossibility; document the reason |
| Missed the 30-day report | File immediately with a written explanation; late filing may reduce payment but does not always void it |
| Monthly instalment bounced before the event | Check with 21st Century whether cover lapsed; a lapse is the strongest denial ground; see monthly plans |
| Denied for a pre-existing condition | Request the written decision and the policy clause; obtain the home-country prescription history; appeal to Manulife, then OLHI; see denied claim, what next |
| Hospital demands payment | Ask billing to call the file number; pay only with an itemized receipt; claim back |
An appeal goes to The Manufacturers Life Insurance Company’s complaints officer because Manulife is the insurer; 21st Century is the managing general agent. OLHI reviews only after the insurer’s final position letter; see how to complain to OLHI. SuperVisaDirect helps with the appeal file: [email protected] or a callback, Monday to Friday, 8:00am to 6:00pm Eastern Time.
How does the process differ from Manulife CoverMe?
Hardly at all on the claim side, because both run through Active Care Management under the same Manulife wording; the difference is the phone number and the portal entry point. The products differ in price, fees and drug limits, set out on 21st Century vs Manulife CoverMe. The CoverMe steps are on how to claim with Manulife CoverMe.
Questions people ask
What number do I call for a 21st Century medical emergency?
For the Visitor to Canada plan, 1-877-882-2957 toll-free in Canada and the US, or +1-519-251-7856 collect from elsewhere, 24 hours a day. The general office line, 1-800-567-0021, is open Monday to Friday 9:00am to 5:00pm Eastern and is not the emergency line. 21st Century's other products use different numbers, so check the certificate.
What happens if I do not call 21st Century before treatment?
A 20 percent co-insurance penalty may apply, meaning you pay 20 percent of eligible expenses. The exception is a life-threatening emergency, where someone must call on the parent's behalf within 24 hours. Calling is also what triggers the assistance centre to confirm cover to the hospital, so the penalty is the smaller cost of not calling.
How do I submit a 21st Century claim?
Report the claim to the Claims Assistance Centre, which emails the forms. Submit online through the Travel Claims portal after creating an account, through the TravelAid app, or by mail or email. Include proof of travel, medical reports and itemized bills. You receive a letter with the decision; approved amounts are paid by cheque, Interac e-transfer under $5,000, or direct deposit.
What are the 21st Century claim deadlines?
Submit the claim within 30 days of the medical expense and provide proof of claim within 90 days of treatment or of notifying the claim. Late filing can reduce or void the payment. Start the online submission as soon as the parent is stable, even if some documents are still to come, and upload the rest later.
Who actually handles the claim?
The policy is underwritten by The Manufacturers Life Insurance Company, and assistance and claims run through Manulife's Active Care Management; the claims portal sits at manulife.acmtravel.ca. 21st Century Travel Insurance Limited of Cobourg, Ontario designs and sells the plan. A denial is appealed to the insurer, Manulife, not to 21st Century's sales office.
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Sources
- HelloSafe, 21st Century Travel Insurance Review 2026 (claims assistance numbers and process)
- PolicyAdvisor, 21st Century Visitor to Canada Insurance Review
- 21st Century Travel Insurance, Visitors to Canada brochure (PolicyAdvisor copy)
- Manulife CoverMe, Travel Insurance for Visitors to Canada policy (Active Care Management claims rules)
- THIA, Travel Insurance Bill of Rights and Responsibilities