Questions and Answers about Claims and Emergencies
Learn what to do if you have an emergency while travelling and need to submit a claim:
Q. If I'm called home for an emergency, will travel insurance pay my expenses?
A. If you have purchased trip cancellation and interruption insurance as stand-alone coverage or as part of a travel insurance package and the emergency is covered, it will help pay for your expenses to return home. There are a number of circumstances that qualify as an emergency (for example the death or serious illness of a family member). These circumstances as well as terms and conditions are described in the policy document.
Trip cancellation and interruption insurance also will reimburse you for any cancellation penalties that a travel provider might charge (if you cancelled a non-refundable airline ticket, for instance).
Just remember, in order to be reimbursed, you need to call Assured Assistance Inc. (AAI). AAI can be contacted 24 hours a day, 7 days a week by calling:
1-800-387-2487 toll-free from the US & Canada, or
(905) 816-2561 collect from anywhere in the world.
Q. If I have a medical emergency, should I call the emergency contact number first, before seeking medical treatment?
A. Yes, as soon as medically possible. There are several very good reasons to call the emergency contact number first:
- The multilingual representatives of Assured Assistance Inc. (AAI) are experienced experts in coordinating emergency care for travellers in foreign lands—managing more than 400,000 calls per year.
- They understand your coverage, because AAI is an operating entity of RBC Insurance®.
- They're available 24 hours a day, seven days a week.
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If you don't call Assured Assistance Inc. first, your benefits may be reduced and your coverage may be limited. As stated in your policy, if you do not contact AAI at the time of your medical emergency or you choose to receive treatment from a medical service provider outside the AAI network, you will be responsible for 30% of your medical expenses covered under your insurance and in excess of your medical expenses paid by your government health plan. AAI can be contacted 24 hours a day, 7 days a week by calling:
1-800-387-2487 toll-free from the US & Canada, or
(905) 816-2561 collect from anywhere in the world.
Q. What if my medical condition prevents me from calling before seeking emergency medical treatment?
A. Of course, obtaining urgent care in an emergency is your #1 priority—and we're here to help at our toll-free emergency contact number. However, if your medical condition prevents you from calling before seeking emergency treatment, then you must call as soon as medically possible.
Someone else (a family member, friend, hospital or physician's office staff, etc.) may call on your behalf—so it's a very good idea to carry your RBC Insurance travel insurance wallet card with you at all times.
Q. What happens when I call the emergency contact number due to a medical emergency?
A. The multilingual representatives of Assured Assistance Inc. (AAI), the RBC Insurance travel emergency assistance network, are ready 24 hours a day, seven days a week when you have a medical emergency. You can rely on them to refer you or (when medically appropriate) transfer you to one of the accredited medical service providers within the AAI network, so you can receive the care you need as quickly as possible.
Because our representatives are multilingual and have 24-hour access to real-time translation services, we can provide help you need in your own language—and also have someone to communicate on your behalf with medical personnel who may speak a different language.
Whenever possible, AAI will also request for the medical service provider within the network to bill the covered medical expenses directly to us instead of you—reducing stress and hassle.
Q. If I need care while I'm abroad, will I need to pay the expensive medical costs up front?
A. We will pay the eligible bills DIRECTLY to the medical provider or hospital for you whenever possible.
Q. What should I do if I need emergency help in a foreign country?
A. No matter where in the world you are, we'll be here for you. If you have an emergency, you can call Assured Assistance Inc. (AAI). AAI can be contacted 24 hours a day, 7 days a week by calling:
1-800-387-2487 toll-free from the US & Canada, or
(905) 816-2561 collect from anywhere in the world.
The multilingual representatives of AAI are experienced experts in coordinating emergency care for travellers in foreign lands, managing more than 400,000 calls per year.
Q. How do I submit a claim?
A. We want to do all we can to help you if you have an emergency—starting with reducing your stress level. If you need us, just call us toll-free.
For phone numbers and information on submitting claims, visit our Existing Clients Centre.
Q. What documentation will I need to provide with my claim?
A. The required documentation will depend on the type of claim, the type of plan you purchased and the province/territory in which you live.
Click on the links below to review complete documentation requirements by province/territory. (You can download required forms from these pages.)
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Emergency Medical Insurance Claim
You have returned home from your trip and want to submit an Emergency Medical Insurance claim as a result of an emergency medical condition that occurred on your trip.
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Trip Cancellation Insurance Claim
Before leaving for your trip, you had to cancel your trip due to a sickness, injury or another unexpected covered situation.
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Trip Interruption Insurance Claim
After leaving for your trip, you had to return early due to a sickness, injury or another unexpected covered situation.
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Q. What can I do to get my claim paid quickly?
A. It's our goal to settle every claim as quickly as possible. While every claim is different, there are things you can do to speed the resolution of your claim:
- If you require emergency care while on your trip, be sure to call our emergency contact number immediately, or at the earliest possible opportunity (someone else can call if you're unable to). If you do not, your coverage may be limited and your benefits could be reduced.
- If you need to cancel your trip prior to departing, you must call your travel agency or carrier to cancel your trip no later than one business day after the cause of cancelation. Call us the same day.
- For all claims, carefully read the instructions for completing and submitting your claim. Make sure you fully complete any required claims forms and submit all required documentation at your earliest possible convenience. For example, you may need to provide us with information on your past health history if you are submitting an emergency medical claim or a trip cancellation claim due to a medical condition.
For phone numbers and information on submitting claims, visit our Existing Clients Centre.
Not sure what's best for your needs?
To better understand your choices and select the travel insurance that's right for you:
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