An Allianz Global Assistance claim starts with a call to 1-844-310-1578, or 1-519-514-0355 collect, before seeking treatment. In a serious emergency, go to hospital first and have someone call within 24 hours of admission and before any surgery. Without that call, and without reasonable cause, Allianz pays only 80 percent of eligible medical expenses. Give notice within 30 days, proof within 90, and file online at allianzassistanceclaims.ca. The policy is underwritten by CUMIS General Insurance Company; AZGA Service Canada Inc. administers it.
The general rules for every insurer are on the claims hub. The plan is reviewed at Allianz Global Assistance.
What do you need before you start?
The policy number, the two assistance numbers, and the passport. For the claim, a signed claim form, originals of every bill and receipt, and the emergency room report or a Medical Certificate from the treating physician.
| Item | Why Allianz needs it |
|---|---|
| Policy number and certificate | Identifies the CUMIS-underwritten Visitors to Canada plan |
| Assistance numbers: 1-844-310-1578 / 1-519-514-0355 collect | The certificate requires contact before treatment |
| Passport with entry date; ticket | Confirms the policy was in force |
| Hospital name, ward, attending physician, admission time | For cover confirmation, direct billing and the 24-hour test |
| Fully completed, signed claim form | Required with “all original bills and receipts” |
| Emergency room report and diagnosis, or Medical Certificate | Required medical record |
| Referral letter | Required for any physiotherapy claim |
| Medication list with dates; home doctor’s contact | Allianz requires 90 days’ stability to 59 and 180 days from 60; the check happens at claim time |
Source: Allianz certificate. The certificate also requires the parent to be in good health at purchase and on departure; keep the pre-departure doctor’s note if one exists.
How do you make an Allianz claim, step by step?
Seven steps. The pre-treatment call is the one that protects 20 percent of the bill.
- Call Allianz Global Assistance before seeking treatment: 1-844-310-1578 in Canada and the US, 1-519-514-0355 collect elsewhere, 24 hours a day. In a serious emergency, go to hospital and have someone call within 24 hours of admission and before any surgery. Give the policy number, hospital, diagnosis and a callback number; note the file number.
- Ask Allianz to confirm cover to the hospital and arrange billing. If the hospital insists on a credit card from a non-resident, pay only against an itemized receipt and tell Allianz; see direct billing.
- Get prior approval for any follow-up treatment. The certificate says treatment that continues or follows emergency care “is not covered unless approved in advance,” and follow-up for a condition that began in the home country is covered “only on prior approval.” See follow-up care and prescriptions.
- Give notice of claim within 30 days of the occurrence. Opening the online claim at www.allianzassistanceclaims.ca does this.
- Collect originals: all bills and receipts, the emergency room report and diagnosis or a Medical Certificate, and any referral letter.
- Submit proof of loss within 90 days of the occurrence, and never later than one year. Upload online; the administrator’s postal address is 700 Jamieson Parkway, Cambridge, Ontario N3C 4N6.
- Respond to any further document request promptly. The certificate allows Allianz to ask for “any other documentation” it needs, and the one Trustpilot review on file describes a year of repeated requests.
Sources: Allianz certificate and Trustpilot. The first-hour checklist is on emergency: what to do first.
How long does it take?
Allianz publishes no service standard for visitor claims. The deadlines on your side are firm; the time on its side is open-ended. Virtual care through the policy can resolve minor illness without a claim at all.
| Stage | Deadline or typical time |
|---|---|
| Call Allianz Global Assistance | Before treatment; within 24 hours of admission; before surgery |
| Cover confirmed to hospital | Same day to a few days |
| Notice of claim | Within 30 days of occurrence |
| Proof of loss | Within 90 days; never later than 1 year |
| Decision | Weeks after the complete file |
| Free-look cancellation | Within 10 days of purchase, no travel, no claim |
Source: Allianz certificate. The THIA Bill of Rights commitment to “timely and transparent communication” is the standard to cite when chasing.
What if it goes wrong?
The Allianz-specific risks are the 80 percent rule, unapproved follow-up, the misrepresentation clause and a long document cycle.
| Problem | What to do |
|---|---|
| Did not call before treatment | Call now; put the reasonable cause in writing (unconscious, in surgery, no phone access); ask for the 20% reduction to be waived |
| Hospital demands payment up front | Ask billing to call the Allianz file number; pay against itemized receipts; claim back |
| Follow-up visit happened without approval | Call before the next one; ask whether the first can be approved retrospectively; expect a possible refusal |
| Denied for a pre-existing condition or misrepresentation | Get the written decision and clause; obtain the home-country prescription history; appeal to CUMIS’s complaints officer; see denied claim, what next and misrepresentation and voided policies |
| Repeated document requests over months | Send everything once, in one bundle, with an index; ask in writing what remains outstanding |
| No decision after 60 days | Written complaint citing THIA; request CUMIS’s final position letter; then OLHI |
The certificate states that undisclosed or misrepresented material facts “shall render the entire contract null and void at our option,” so answer the eligibility statement with the parent present. SuperVisaDirect helps with the appeal file: [email protected] or a callback, Monday to Friday, 8:00am to 6:00pm Eastern Time.
How does Allianz compare on claims handling?
Allianz’s rules are the most explicit of the carriers we track: 80 percent without a call, 30 and 90-day deadlines, a one-year outer limit, and an online portal. Its public record is one review. For a plan with the same stability rule to 59, a lower price and a 261-review record, read Allianz vs TuGo.
Questions people ask
What number do I call for an Allianz medical emergency?
1-844-310-1578 toll-free from Canada and the US, or 1-519-514-0355 collect from anywhere else, 24 hours a day. The certificate says it is 'critical that you contact Allianz Global Assistance before seeking treatment.' In a serious emergency go to hospital first and have someone call within 24 hours of admission and before any surgery is performed.
What is the penalty for not calling Allianz?
If you do not notify Allianz before treatment, without reasonable cause, the certificate states 'we will only pay 80% of the eligible medical expenses' and you cover the remaining 20 percent. Being unconscious or in surgery is reasonable cause; not knowing the rule is not. Document the reason in writing if the call was late.
How do I submit an Allianz claim?
Online at www.allianzassistanceclaims.ca, which the certificate recommends for out-of-pocket expenses. Send a fully completed, signed claim form with all original bills and receipts, medical records such as the emergency room report and diagnosis or a Medical Certificate from the treating physician, and a referral letter for any physiotherapy. The administrator's address is 700 Jamieson Parkway, Cambridge, Ontario N3C 4N6.
What are the Allianz claim deadlines?
Notice of claim within 30 days of the occurrence and proof of loss within 90 days, and in no event later than one year after the date of occurrence. File the notice as soon as the parent is stable and add documents as they arrive; the one-year outer limit is absolute.
Who decides an appeal on an Allianz claim?
The insurer, CUMIS General Insurance Company, a member of The Co-operators group, after Allianz Global Assistance has issued its written decision. AZGA Service Canada Inc. administers the plan but does not underwrite it. Once CUMIS issues a final position letter, OLHI can review the complaint free of charge.
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