The Travel Health Insurance Association of Canada (THIA) publishes a Travel Insurance Bill of Rights and Responsibilities with 10 rights for buyers and 4 responsibilities. SuperVisaDirect, operated by Super Visa Direct Insurance Services, has adopted it for every visitor and super visa policy we arrange. Below is our plain-language summary. The original text is on THIA’s site.
What are your 10 rights?
In our words, you have the right to review and cancel the policy, receive your documents, ask questions, see your health answers, reach help around the clock, have claims handled fairly, appeal, keep your information confidential, know who the insurer is and deal in English or French.
| Right | What it means for a super visa buyer |
|---|---|
| 1. Review period | At least 10 days to read the policy and cancel if it does not fit |
| 2. Be informed | You receive the policy document and a confirmation of coverage |
| 3. Ask questions | You can ask for clarification of any term, before or after buying |
| 4. See your screening | You can get a copy of the health questionnaire answers you gave |
| 5. Help anywhere | A 24-hour assistance line, toll-free, for emergencies |
| 6. Fair claims | Claims handled promptly and transparently, with clear communication |
| 7. Appeal | You can challenge a decision and ask for a review with new information |
| 8. Confidentiality | Your personal information is protected |
| 9. Know your insurer | The policy names the underwriter and tells you how to complain |
| 10. Language | You can deal with the insurer in English or French |
Rights 4, 6 and 7 matter most for parents. Pre-existing condition disputes turn on the questionnaire answers, and the right to review them, appeal and escalate is what protects a family from an unfair denial.
What are your 4 responsibilities?
You are responsible for giving accurate information, understanding the policy, carrying proof of insurance and notifying the insurer promptly when something happens. Each one is a condition of a smooth claim, and each one is in your control.
- Accurate information: answer the application and health questions truthfully and completely, with the parent present.
- Understand the policy: read the stability period, exclusions and the emergency-call requirement before the start date.
- Carry proof: the parent keeps the wallet card and policy number with them, on a phone and on paper.
- Notify promptly: call the assistance line before treatment where possible, and send receipts and reports when asked.
How does SuperVisaDirect apply the Bill?
We build each right into our process. Every policy sold on SuperVisaDirect comes with the full policy document, an IRCC proof letter and a wallet card with the assistance number. We send a copy of health answers on request. Our complaints page sets out the appeal path through the insurer, OLHI and FSRA.
Our advisor disclosure names the underwriter for every plan and explains how we are paid. Our privacy policy covers confidentiality. Refund and cancellation rules for each insurer are on our refunds page, and the claims process is on our claims page.
Why adopt it?
The Bill of Rights is voluntary. We adopt it because most super visa complaints come down to one of two things: a family that did not get or read the documents, or an insurer that did not explain a denial. The Bill puts obligations on both sides. Publishing it here lets you hold us to it.
Questions people ask
Does the THIA Bill of Rights apply to super visa insurance?
Yes. Super visa insurance is Canadian travel medical insurance for visitors, and THIA's members include the insurers and distributors that sell it. The Bill of Rights applies to the purchase, the documents, the claims process and complaints. SuperVisaDirect applies it to every visitor and super visa policy we arrange.
Can I cancel a super visa policy after buying it?
The Bill of Rights calls for a free review period of at least 10 days. Beyond that, each insurer's refund rules apply, and most refund in full on visa refusal with the IRCC letter before the start date. Cancellation fees otherwise range from $25 to $250 by insurer. See our refunds page.
Can I get a copy of the health questionnaire answers?
Yes. The Bill of Rights gives you the right to review the medical screening answers you gave at purchase. Ask us or the insurer and we will send a copy. Review it before the start date, because inaccurate answers are the most common reason a claim is denied.
What are my responsibilities under the Bill?
Four things: give accurate information on the application, read and understand the policy, carry proof of insurance with the policy number and emergency number, and tell the insurer promptly when something happens and send the documents they ask for. Each one protects your claim.