A Destination Travel Group claim starts with a call to Zurich Travel Assist, on the number printed on the certificate, within 24 hours of hospitalization. Global Excel Management, operating as Zurich Assistance, confirms cover, coordinates billing and pre-approves transport, which is capped at $3,000. Report the claim within 30 days and send the completed form with original bills, receipts and medical records within 90 days. The underwriter is Zurich Insurance Company Ltd (Canadian Branch); Destination Travel Group is the programme manager.
The general rules for every insurer are on the claims hub. The plan is reviewed at Destination Travel Group.
What do you need before you start?
The Zurich Travel Assist number from the certificate, the policy number and the passport. Then originals of every bill and receipt and, if a condition is in play, the home-country medical history for the stability period.
| Item | Why it is needed |
|---|---|
| Zurich Travel Assist 24-hour number (on certificate and wallet card) | Only this line opens a file; the DTGI office does not |
| Policy number and certificate | Identifies the Zurich-underwritten plan |
| Passport with entry date; ticket | Proves the policy was in force and the entry date |
| Hospital name, ward, attending physician, admission time | For cover confirmation and the 24-hour test |
| Original medical bills and receipts | Required with the claim form |
| Supporting medical records | Required; also used for the stability check |
| Medication list with dates; home doctor’s contact | Destination has no questionnaire, so the stability check happens here, at claim time |
Source: PolicyAdvisor. Because the Zurich partnership dates from April 2024, the programme has a short public claims record; a written log is your protection.
How do you make a Destination claim, step by step?
Seven steps. Transport pre-approval is the step families most often skip, and it is the costly one.
- Call Zurich Travel Assist within 24 hours of hospitalization, and before treatment where possible. Give the policy number, hospital, diagnosis and a callback number. Record the file number, the agent’s name and the time.
- Ask Zurich Assistance to confirm cover to the hospital and arrange billing. If the hospital insists on a credit card from a non-resident, which Queensway Carleton Hospital in Ottawa states as its policy, pay only against an itemized receipt and tell the assistance team; see direct billing.
- Get written pre-approval before any transport or private nursing. Emergency transport, including air ambulance, and emergency return home are each capped at $3,000; private duty nursing is pre-approved to $10,000. See repatriation explained.
- Report the claim within 30 days of the incident and ask for the claim form.
- Collect originals: medical bills, receipts and medical records. Ask for an itemized hospital statement.
- Ask the assistance team to approve any follow-up visits before they happen. “Follow-up treatments without prior approval are also not covered”; see follow-up care and prescriptions.
- Submit written proof within 90 days with the completed form and the signed records authorization, by the channel on the form. Keep the confirmation.
Sources: PolicyAdvisor and Queensway Carleton Hospital. The first-hour checklist is on emergency: what to do first.
How long does it take?
Neither Destination nor Zurich publishes a service standard for visitor claims, and we found no review set specific to the programme. Global Excel also administers Manulife’s visitor claims, and the industry pattern is thorough documentation requests, so expect weeks.
| Stage | Deadline or typical time |
|---|---|
| Call Zurich Travel Assist | Within 24 hours of hospitalization |
| Cover confirmed to hospital | Same day to a few days |
| Report the claim | Within 30 days of the incident |
| Written proof of claim | Within 90 days |
| Decision | Weeks after the complete file |
| Partial premium refund after early return | Request within 90 days of expiry; void if a claim exists |
Source: PolicyAdvisor. The THIA Bill of Rights commitment to “timely and transparent communication” applies when chasing.
What if it goes wrong?
The Destination-specific risks are unapproved transport, unapproved follow-up, the $3,000 caps, and a claim-time stability check on a plan with no questionnaire.
| Problem | What to do |
|---|---|
| Called the DTGI office instead of Zurich Travel Assist | Call the certificate number; the office cannot open a claim |
| Missed the 24-hour call | Call now; give the medical reason in writing; ask what reduction, if any, applies |
| Family booked an air ambulance without approval | Expect no reimbursement; call Zurich Assistance before any further transport |
| Transport costs exceed $3,000 | Budget the balance; ask the hospital social worker about commercial-flight medical escorts |
| Denied for a pre-existing condition | Get the written decision and clause; obtain the home-country prescription history for the 90, 120 or 180-day period; appeal to Zurich; see denied claim, what next |
| No decision after 60 days | Written complaint citing THIA; request Zurich’s final position letter; then OLHI |
The appeal goes to Zurich Insurance Company Ltd (Canadian Branch), the insurer, after Global Excel’s written decision. SuperVisaDirect helps with the appeal file: [email protected] or a callback, Monday to Friday, 8:00am to 6:00pm Eastern Time.
How does Destination compare on claims handling?
Destination’s claims rules are standard: 24-hour call, 30-day report, 90-day proof, Global Excel administration. The weak points are the $3,000 transport caps and the lack of a public record. For the same price band with a $10,000 repatriation limit, read Destination vs Secure Travel.
Questions people ask
Who do I call for a Destination Travel Group medical emergency?
Zurich Travel Assist, on the 24-hour number printed on the Destination certificate and wallet card. The service is delivered by Global Excel Management, operating as Zurich Assistance, with Zurich Travel Assist run by World Travel Protection. Destination Travel Group's own office is the programme manager and does not open claim files. Confirm the number at quote time.
What is the deadline to call after a hospital admission?
Within 24 hours of hospitalization, per the plan summary. The published summary does not state a percentage penalty for a late call, but late notification is a standard reason for reduced benefits across Canadian visitor plans, and the assistance call is what triggers cover confirmation. Confirm the penalty wording with the insurer at quote time.
What needs pre-approval?
Emergency transportation to the home country, including air ambulance, and private duty nursing. Follow-up treatments without prior approval are not covered. Emergency transport and emergency return home are each capped at $3,000, so get the approval and the dollar figure in writing before anyone books a flight.
What documents does a Destination claim need?
A completed claim form, original medical bills, receipts and supporting medical records. Add the passport pages showing the entry date and the ticket. Report the claim within 30 days of the incident and submit written proof within 90 days. If a pre-existing condition is involved, obtain the home-country prescription history for the 90, 120 or 180-day stability period.
Who handles an appeal on a Destination claim?
The insurer, Zurich Insurance Company Ltd (Canadian Branch), through its complaints process, after Global Excel has issued its written decision. Destination Travel Group is the programme manager and cannot overturn a denial. Once Zurich gives a final position letter, OLHI can review the complaint free of charge.
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Sources
- PolicyAdvisor, Destination Visitor to Canada Insurance Review (claims and assistance)
- THIA, Zurich Canada announces new partnership with The Destination Travel Group Inc. (4 April 2024)
- Queensway Carleton Hospital, Patients without Ontario health insurance (credit card at registration)
- THIA, Travel Insurance Bill of Rights and Responsibilities