Frequently Asked Questions

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General Inquiries

Do I need travel medical insurance if I travel out of my home province to other provinces in Canada?


Yes, your Government Health Insurance Plan (GHIP) does not cover all of your medical emergency expenses, such as ground and air ambulance.




If I forget to buy travel insurance before I travel, may I buy it while I am travelling?


Yes, you may purchase coverage but there is a 48-hour waiting period before coverage goes into effect.




Will my policy cover me?


If I have too many alcoholic drinks and fall resulting in a medical emergency such as a broken bone or bleeding requiring stitches, will my policy cover me?
No, there is no coverage if you are sick or injured due to alcohol abuse or intoxication or the misuse of prescription drugs, over the counter medication or other intoxicants, either before or during your trip.
If I hang glide and/or parasail and get injured, will my policy cover me?
To be covered for high-risk sports and activities, you have to add extra coverage to your policy. The cost depends on the type of sport or high-risk activity. There are three options available depending on what you plan to do. They are listed under the product coverage on this website or you may contact the Travel Insurance Office Inc. for the details. If I get lost while skiing/snow boarding and need help being removed from the hill, will my policy cover me?
Yes, you will be covered up to $6,000 for non-medical remote evacuation. If I am on a cruise or in a remote area and have a medical emergency that requires that I be air lifted out of the area for medical treatment, will my policy cover me?
Yes, you would be covered for a medical remote evacuation. If I purchase a single-trip policy, worldwide excluding United States, and need to transfer through the USA to get to my destination, will my policy remain in effect?
Yes, your policy includes up to 5 days of transit coverage in the United States. I am a visitor to Canada. Is there a waiting period before I can be covered?
No, there is no waiting period if you purchase coverage before arriving in Canada. If you purchase coverage after arriving in Canada, there is a 48-hour waiting period. I am a visitor to Canada and plan to travel in Canada but would like to spend some time in the United States. Will my policy cover me if I have a medical emergency while in the United States?
Yes, you will be covered as long as over half of the days of coverage you purchase are spent in Canada. The maximum number of days you may be out of Canada is limited to 30 days. For example, if you purchase a 15-day policy, you must spend a minimum of 8 days in Canada and the other 7 days may be spent out of Canada.




Changing travel dates, cancelling, or extending my policy


If I have to change my travel dates, what should I do?
Contact Travel Insurance Office Inc. by e-mail or phone prior to the effective date indicated on your Confirmation of Coverage to let us know your new travel dates.
If I have to cancel my policy because I cancelled my trip, what should I do?
If you want to cancel your policy for any reason, e-mail or phone Travel Insurance Office Inc. to arrange your refund. You will receive a full refund if your policy is cancelled before the effective date. How do I extend my policy?
Call Travel Insurance Office Inc. (TIO) at 1-800-550-1295. You may extend your policy as long as it is still in force and you have not had a claim. If I want to extend my policy but had a claim, may I extend?
Call the phone number on your emergency wallet card and they will advise you if they could approve the extension.




Can I get a refund for days I don’t use, for example, if I come home early?


Yes, provided you have not incurred a claim or have a claim pending. All refund requests must be made in writing and postmarked within 30 days of the date you no longer require coverage. We require proof of the date you returned to your home province.




What do I do if I need to replace my emergency wallet card?


Call or e-mail Travel Insurance Office Inc. and we will send replacement cards to you by email.




Are these considered treatment?


Is taking a pill for a condition considered "treatment"? Yes, taking a prescribed medication for a medical condition is considered "treatment" for that condition. I have been prescribed a puffer to be used on an "as needed basis." Is this considered treatment for a condition? Yes. Any medication, including a puffer, which has been prescribed by a physician, even if you only use it occasionally, or you never use it, must be counted as a treatment for the condition for which it was prescribed. I have been prescribed a medication that I never use (such as a puffer for asthma or allergies or nitroglycerine for angina). Is this medication considered treatment? Yes, it is. Regardless of the fact that you may never use this medication, it has been prescribed to you because you were found to have the medical condition for which it is used to treat. Even if you never use it, you must count it as treatment for the condition for which it was prescribed. I do not have high blood pressure because of the pill I take. Do I have to consider this as "treatment" when answering your medical questions? Yes. You are taking that pill to keep your blood pressure at an acceptable level. You are being "treated" for high blood pressure. Do I have to count Aspirin as a medication? No. Do not count Aspirin or Entrophen as treatment.




If I purchase the wrong plan, will my claim be covered?


If you have a claim and the underwriters determine that you purchased the wrong plan, your claim will be denied and your premium will be refunded. It is very important to make sure you answer all the medical questions correctly. If you are unsure of anything regarding your medical history you must check with your physician.




COVID-19 Coverage


Do your products include coverage for COVID-19?

There is no coverage for COVID-19 when there is a travel advisory in effect unless you purchase additional coverage. Please contact us for a quote.





 

Travellers Choice Medical Insurance

COVID-19 Coverage


Does Travellers Choice offer coverage for COVID-19? Yes, it does include coverage for COVID-19, when there is no travel advisory in effect. Will I have coverage for COVID-19 if there is a travel advisory in effect? No, you will not have coverage for COVID-19 if there is a travel advisory in effect. What if there is no travel advisory in effect when I depart Canada, but one is issued after I departed Canada/while on my trip? Will I still have coverage for COVID-19?

  • If a travel advisory is issued after you departed Canada/while on your trip, you will have 10 days to return to Canada. If you are delayed or cannot get a flight call 1-800-550-1295, and you will be granted an extension (while in the process of returning home you will have full coverage for COVID-19)
    • *Please review page 16 “Exclusions,” #11a. of the policy.
I want to travel now. How do I ensure I have coverage for COVID-19? Our product Blue Cross Travel Insurance, offers coverage for COVID-19 even while a travel advisory is in effect.




Purchasing Coverage


I am leaving shortly. How quickly can I get coverage and be on my way?

You can purchase Travellers Choice online and within minutes, you will receive your confirmation of coverage and policy and be on your way. Alternatively, you can call the office, during business hours, and purchase over the phone. You must be able to receive the confirmation of coverage and policy by email prior to your departure.

How can I pay for my insurance?

If you are mailing in your application, we prefer payment by cheque, although you may use Visa or MasterCard. If you are faxing in your application or e-mailing a scanned copy of your application, please include payment by credit card.

Can I buy coverage if I am already out-of-country?

Yes, there is a waiting period for the first 48 hours after purchasing Traveller Choice. Your purchase can be done by completing an application or online.

What is the maximum number of days I can be away?

You may purchase 212 days (182 days for Prince Edward Island, Quebec and Nunavut), including top-ups and extensions.

I am going away for the weekend. Can I buy 3 days coverage?

Yes, there is no minimum number of days only a minimum premium of $20 per Applicant.

Can I top-up another insurance plan I have with your insurance?

Yes, provided the other insurance provider allows you to top-up its coverage. To calculate your premium, use the daily rate for the number of days you require from us, and multiply it by the number of days you wish to purchase.




Multi-Trip / Annual Plans


I take many trips during the year. Do you offer an annual plan?

Travellers Choice offers the Annual Plan Option for 5, 15, 25, or 35 day multi-trips. If you wish to purchase an Optional Multi-Trip Annual Plan, find the annual plan premium, located at the bottom of each rate table. If you require more days than the annual plan provides, find the daily rate for the additional number of days and multiply it by the number of extra days you require.

If I purchase an annual plan do I have to let you know each time I travel?

No, it is not necessary for you to contact us each time you travel. However, in the event of a claim, you are responsible to provide proof of the departure date from your province or territory of residence.

Does the annual plan provide coverage for travel within Canada?

If your Confirmation of Coverage indicates you have an annual plan of 5, 15, 25, or 35 days, you will have unlimited coverage for medical emergencies occurring outside of your home province or territory while traveling within Canada. The coverage pays for eligible expenses that are not covered by your Government Health Insurance Plan (GHIP).

I turn 90 years of age while covered by my annual plan. Am I covered for the entire 12 months?

Yes, expires on expiration of policy not birthday.




After You Purchase Coverage


When you receive my application, what happens next?

On the same day your application is received, it will be processed and your Confirmation of Coverage and your policy will be mailed to your Canadian address.

What is a Confirmation of Coverage?

  • A Confirmation of Coverage confirms the coverage you have purchased and consists of 3-parts:

    • The 1st page indicates the plan purchased, any applicable deductibles, any options chosen , the period of coverage and the cost of coverage. Other pages are your income tax receipts and wallet cards.

Do you have any service or administration charges?

No. We were the FIRST BROKER IN CANADA to eliminate all service and administrative charges. This means you can cancel your coverage, change your travel dates as often as you want, shorten your coverage, extend your coverage and we will process the change for free. This applies if you make multiple changes to your coverage. If you need to replace your wallet cards, policy or tax receipt, just call and we will gladly mail you a replacement at no charge.

I have to cancel my policy because I am not going to travel. What do I do?

We offer a "no questions asked" refund policy. If you want to cancel your policy for any reason, send us a letter by mail, fax or e-mail. You will receive a full refund. There are no service or administrative charges and no doctor's letter required.

I have to change my travel dates. What do I do?

Contact us prior to the departure date indicated on your Confirmation of Coverage to let us know your new travel dates. We will make the changes and send you an updated Confirmation of Coverage. You can contact us by email, fax, regular mail, or by calling the office. There is no service or administrative charge.

Can I put my policy on HOLD until I confirm my travel dates?

Yes. Call us prior to the departure date on your Confirmation of Coverage and let us know you are not leaving on that date. We will place your policy on HOLD. Once you have finalized your dates of travel, call us, or send us a letter by mail, fax or e-mail and we will send out a revised Confirmation of Coverage. If you have shortened your trip, we will also send you a refund for the overpayment. There is no service or administrative charge. Please note, a policy can only be on hold for up to 30 days.

Can I get a refund for days I don’t use, for example, if I come home early?

Yes, provided you have not incurred a claim or have a claim pending. All refund requests must be made in writing and postmarked within 30 days of the date you no longer require coverage. We require proof of the date you returned to Canada. There is no service or administrative charge.

How can I prove when I returned to Canada?

Send us your request for a refund in writing and include a dates receipt or boarding pass showing your arrival in Canada.

What do I do if I lose or need a replacement of my wallet cards?

If you lose your wallet cards, or would like additional wallet cards, call us and we will be happy to send them to you. There is no service or administrative charge.

I need a tax receipt, how can I get one?

Your Confirmation of Coverage shows the period of coverage, the premium paid, and includes a tax receipt and two wallet cards. If you lose the tax receipt, give us a call and we will be happy to send you another one. There is no service or administrative charge.




Medical Emergencies and Claims


If I have a medical emergency, whom do I call?

You must call Zurich Travel Assist:

  • From Canada and the USA: 1-844-347-7201

  • From Outside Canada or the USA: Call Collect 647-775-8047

What happens if I don’t call you prior to going to a hospital or a clinic?

If you fail to notify Zurich Travel Assist or have someone contact Zurich Travel Assist on your behalf, as soon as is possible, your benefits may be limited to 80% of the claim payable. You will be responsible for the remaining 20% of the claim payable.

If I do not feel well, should I call the emergency number?

If you are not feeling well and do not know whether or not to seek medical attention, you should call the emergency number and ask for advice.

Can you send me a claim form?

Call 1-844-347-7201 to ask for a claim form to be mailed to you.

What if I have to go to a hospital or a clinic on the weekend, can I reach you?

This emergency assistance and claims service is open 24 hours per day, 7 days a week. You must call the emergency phone number provided on your wallet card and policy. Do not call the telephone number you used to purchase your insurance because this is the insurance broker’s number and not the emergency assistance and claims number.

Can I choose the hospital or clinic I go to or do you tell me where I have to go?

You may go to any physician office, walk-in medical clinic or hospital. You may not go to specialized clinics without advance approval.




Refunds


Travellers Choice was the first plan in Canada to eliminate all administration fees and service charges for refunds and has never required a doctor's letter. Travellers Choice recognizes that you, the client, come first.

If you need to cancel your policy before it becomes effective, all we require is a letter, e-mail or fax to request the refund. There are no cancellation charges and a no questions asked policy. There is no doctor's letter required.

If you return to Canada earlier than planned, provided you have not incurred a claim or have a claim pending, you can get a refund for any unused days on your policy. All refund requests must be made in writing and postmarked within 30 days of the date you return to Canada. Also, we require proof of the date you returned to Canada, such as a dated receipt or boarding pass. There are no service or administrative charges as well as no minimum number of days for a partial refund request.





 

Travel Insurance Made Easy (T.I.M.E)

What does cancellation and interruption insurance cover?


This insurance reimburses non-refundable travel costs if the travel plans are cancelled prior to departure, or if they are disrupted after the trip has begun.




How much does cancellation and interruption insurance cover?


Maximum coverage is up to the sum insured for trip cancellation or up to $25,000 (CAD) for trip interruption.




What is the Pre-Existing condition stability period?


60 days stability is required prior to the date the trip is booked or the insurance is purchased. The stability applies to the insured, the travelling companion, their family members, business partner, key employer/employee, host at destination.




Is baggage insurance included?


Baggage insurance is not included with the trip cancellation/trip interruption insurance but it is included when purchasing the Non-medical package ($500 baggage insurance coverage). Baggage insurance is available to purchase as an add-on to one of the available products. It cannot be purchased on its own. (Maximum sum insured is up to $1,500 per person Maximum sum insured is up to $3,000 per family)




Who Can Purchase?


The Insured must be a permanent resident of Canada or a visitor to Canada, purchasing Trip Cancellation/Trip Interruption after arrival in Canada, for travel anywhere in the world provided the travel originates in Canada.




Do you offer any other products?


Travel Insurance Office Inc. offers many products. Please contact us at 1-800-550-1295 and we can help you determine which plan best suites your needs. You can also view more details for each product via their designated "Product Details" pages.





 

Trip Cancellation, Trip Interruption & Baggage Insurance

What does cancellation and interruption insurance cover?


This insurance reimburses non-refundable travel costs if the travel plans are cancelled prior to departure, or if they are disrupted after the trip has begun.




How much does cancellation and interruption insurance cover?


Maximum coverage is up to the sum insured for trip cancellation or up to $25,000 (CAD) for trip interruption.




What is the Pre-Existing condition stability period?


60 days stability is required prior to the date the trip is booked or the insurance is purchased. The stability applies to the insured, the travelling companion, their family members, business partner, key employer/employee, host at destination.




Is baggage insurance included?


Baggage insurance is not included with the trip cancellation/trip interruption insurance but it is included when purchasing the Non-medical package ($500 baggage insurance coverage). Baggage insurance is available to purchase as an add-on to one of the available products. It cannot be purchased on its own. (Maximum sum insured is up to $1,500 per person Maximum sum insured is up to $3,000 per family)




Who Can Purchase?


The Insured must be a permanent resident of Canada or a visitor to Canada, purchasing Trip Cancellation/Trip Interruption after arrival in Canada, for travel anywhere in the world provided the travel originates in Canada.




Do you offer any other products?


Travel Insurance Office Inc. offers many products. Please contact us at 1-800-550-1295 and we can help you determine which plan best suites your needs. You can also view more details for each product via their designated "Product Details" pages.





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