Call the insurer’s assistance line before treatment, or within 24 hours of an emergency admission and before any surgery; Allianz Global Assistance’s certificate pays only 80 percent of eligible expenses if it is not notified without reasonable cause. Let the assistance company arrange payment with the hospital where it can, collect original itemised invoices and a medical report before leaving the country, and file within the deadline: notice in 30 days and proof in 90 at Allianz, proof in 90 days at Manulife, per its policy.
This page is for a Canadian resident, often a PR parent or a host family, treated in India, Pakistan, the Philippines or Saudi Arabia. A visiting parent treated in Canada follows the same logic with different numbers; see emergency: what to do first.
What you need before you start
Keep these together on paper and on a phone, because the hospital will ask for them at registration.
| Item | Why |
|---|---|
| Policy number and the assistance line’s international number | The first thing the assistance company asks for |
| Passport and date of birth of the patient | Identity check on the file |
| Credit card with room for a deposit | Hospitals may require immediate payment, per the Government of Canada’s India advisory |
| List of conditions and medications in English | Needed by the treating doctor and the claims examiner |
| A relative in Canada with a copy of the policy | The Government of Canada’s travel insurance page advises leaving a copy at home |
The whole process, from the first call to a decision, takes weeks to months; the first call takes ten minutes and determines most of the outcome.
The steps
- Call the assistance line before treatment. For anything short of a life-threatening emergency, call first; Allianz says it is critical to contact it before seeking treatment, and Manulife requires contact with the Assistance Centre before any treatment or hospitalisation. In a true emergency go straight to hospital and have a family member call within 24 hours of admission and before any surgery.
- Give the file number to the hospital. The assistance company confirms coverage, may direct you to a hospital in its network, and arranges a payment guarantee where the hospital accepts one. If the hospital refuses a guarantee, pay with the credit card and tell the assistance company the amount.
- Keep the assistance company informed daily. It decides on transfers, evacuation and the length of stay, and a treatment it has not approved can be refused later. Ask for every decision by email.
- Collect documents before discharge. The Government of Canada advises getting a detailed report and invoice from the doctor or hospital before leaving the country. Ask for an itemised invoice, receipts stamped as paid, the emergency room report or discharge summary, prescriptions and test results, in English where available.
- Keep every receipt from the trip. Pharmacy bills, taxi or ambulance receipts, extra hotel nights and changed flights can be claimable under the policy’s benefits; the Government of Canada says to always submit original receipts and keep copies.
- Submit the claim. Complete and sign the claim form and attach the originals and the medical records; Allianz says failure to provide substantiating documents invalidates the claim. Give notice within 30 days and proof within 90 days at Allianz, and written proof within 90 days at Manulife.
- Deal with OHIP. Ontario’s Out-of-Country Travellers Program pays up to $400 a day for intensive or operating-room care, $200 for a ward and $50 for emergency outpatient care, plus physician fees at Ontario rates. Ask the claims examiner whether the insurer will recover that portion or wants you to file.
- Chase and record. Note every call with the date and the person’s name, and ask for a written explanation of any amount not paid.
Which deadlines and penalties apply?
They differ by carrier, and the two that matter most are the notification penalty and the proof-of-loss deadline.
| Rule | Allianz Global Assistance (CUMIS General Insurance) | Manulife CoverMe (Manufacturers Life) |
|---|---|---|
| Contact before treatment | Required; in an emergency, within 24 hours of admission and before surgery | Required; within 24 hours of initial treatment if unable to call |
| Penalty for not calling | Pays 80 percent of eligible expenses without reasonable cause | Benefits may be limited; no percentage stated |
| Notice of claim | Within 30 days of the event | Not separately stated |
| Proof of loss | Within 90 days, and no later than one year | Within 90 days; some claims accepted to 12 months |
| Documents | Signed claim form, original bills and receipts, medical records or physician’s certificate | Completed claim form, original receipts, other information requested |
Sources: Allianz, Manulife. TuGo (iA Financial Group), Secure Travel (iA Financial Group, claims by MSH), GMS, Destination (Zurich Insurance Company Ltd, Canadian Branch), 21st Century (Manulife) and Travelance (Old Republic Insurance Company of Canada) publish their own deadlines; the insurer claim guides carry them.
What if it goes wrong?
Three failures account for most reduced or denied claims, and each has a fix.
| Problem | Effect | What to do |
|---|---|---|
| Did not call the assistance line | 80 percent payment at Allianz; limited benefits at Manulife | Call as soon as possible; explain the reason in writing; “reasonable cause” is a defence |
| Hospital will not issue an itemised invoice or English report | Claim stalls or is invalidated for missing documents | Ask the assistance company to request it from the hospital directly; get a translation |
| Condition judged unstable or undisclosed | Claim denied | Request the denial in writing with the clause; gather the pharmacy and doctor records; see denied claim, what next |
| Decision taking months | Cash tied up | The THIA Bill of Rights promises timely and transparent communication; escalate in writing, then to the ombudsman |
THIA’s Bill of Rights also says you may challenge decisions and request additional reviews with new information, that your policy must identify the underwriter and explain how to complain, and that you must provide prompt communication and all requested documents when a claim arises. If the internal review fails, how to complain to OLHI covers the ombudsman.
Three things to do on the day you buy
Save the assistance line’s international number in two phones, print the certificate for the traveller’s bag, and send the policy to a relative in Canada. The Government of Canada’s advice to carry your insurance information and leave a copy at home is the difference between a ten-minute call and a night spent searching email on hospital wifi. For the destination-specific points, see the India page; for the age-based questionnaire issues that drive most disputes, see over-70 travellers.
SuperVisaDirect is operated by Super Visa Direct Insurance Services, an independent Ontario life and accident-and-sickness insurance agency licensed by FSRA (licence [FSRA-LICENCE]), serving Ontario residents; British Columbia, Alberta, Saskatchewan and Manitoba are planned for 2028. Designated licensed agent: Cameron Hayes. Email [email protected] or request a callback, Monday to Friday, 8:00am to 6:00pm Eastern Time.
Questions people ask
What happens if I go to hospital abroad without calling the insurer first?
The claim is usually still payable but may be reduced. Allianz pays only 80 percent of eligible medical expenses if it is not notified without reasonable cause, leaving the family 20 percent. Manulife says benefits may be limited. In a life-threatening emergency go to hospital first and have a family member call within 24 hours of admission.
Will the insurer pay the hospital directly?
Often, where the assistance company can arrange a payment guarantee with the hospital; the Government of Canada warns that hospitals in India, Pakistan and the Philippines commonly require payment or insurance confirmation before treatment. Where no guarantee is possible you pay, keep every original receipt and claim back.
What documents do I need to claim?
A completed and signed claim form, all original bills and receipts, and medical records such as an emergency room report or a certificate from the treating physician, per Allianz. The Government of Canada advises getting a detailed report and invoice from the doctor or hospital before leaving the country, because obtaining paperwork afterwards from far away is hard.
How long do I have to submit a travel insurance claim?
Allianz requires notice within 30 days of the event and proof of loss within 90 days, both no later than one year after the event. Manulife requires written proof within 90 days and accepts some claims up to 12 months. Missing the deadline or the documents can invalidate the claim, so start the file before the flight home.
Can I also claim from OHIP for care abroad?
Yes, under the Out-of-Country Travellers Program: up to $400 a day for intensive or operating-room care, $200 a day for a ward, $50 a day for emergency outpatient care and physician fees at Ontario rates. Most travel insurers coordinate with OHIP and recover that portion themselves; ask the claims examiner whether to file with OHIP yourself.
What if the claim is denied?
Ask for the denial in writing with the policy clause relied on, then request an internal review with any new information; the THIA Bill of Rights says you may challenge decisions and request additional reviews. If the review fails, the OLHI ombudsman handles complaints about life and health insurers at no cost; our OLHI guide has the steps.
Get the policy IRCC requires, in minutes
Three questions, one price, one button. The certificate your parent needs is emailed the same day.
Sources
- Allianz Global Assistance — Visitors to Canada certificate (notification, 80 percent rule, claim documents and deadlines)
- Manulife — Premium Protection Plan policy (assistance centre, 24 hours, 90-day proof of claim)
- Government of Canada — Travel insurance (reports, invoices and original receipts)
- Government of Canada — Travel advice and advisories: India (hospitals require payment up front)
- THIA — Travel Insurance Bill of Rights and Responsibilities
- Ontario — OHIP coverage while outside Canada