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Claims & Customer Service

Need assistance? We're here to help.

Whether you need 24/7 emergency medical assistance or have a question about your claim, our goal is to provide the professional, caring support you deserve.

You are on: Important Phone Numbers

What to Do and Who to Call When You Need Us

Cancel your trip before departing:

  1. Cancel your trip immediately with your travel agent, airline, tour company or the carrier (no later than one business day following the cause of cancellation).

  2. Call us the same day, if possible:

    1-800-263-8944
    Toll-free from Canada and U.S.
    M-F: 7:30 a.m. - 8:30 p.m. (EST)
    S: 9:00 a.m. - 5:00 p.m. (EST)

 

Request assistance during your trip for a medical or other travel emergency:

For 24-hour emergency medical or other travel assistance, contact us as soon as possible:

1-800-387-2487
Toll-free from Canada and U.S.

001-800-514-1890
Toll-free from Mexico

(905) 816-2561
Collect from anywhere

1-888-298-6340
Toll-free fax from Canada and U.S.

(905) 813-4719
Fax from anywhere

Note: If a medical emergency prevents you from calling before you receive medical care, we ask that you (or someone else on your behalf) call us at the earliest possible opportunity.

 

Check claim status or get help with a claim:

1-800-263-8944
Toll-free from Canada and U.S.
M-F: 7:30 a.m. - 8:30 p.m. (EST)
S: 9:00 a.m. - 5:00 p.m. (EST)

(905) 813-4701
General fax number

 

You are on: Emergency medical claims

How to make an emergency medical insurance claim

You will need to complete the following steps to submit your claim:

  1. Complete and sign the Claim and Authorization Form pdf. Mail the form, along with all applicable documents outlined below, to the claims office:

    RBC Insurance Company of Canada
    P.O. Box 97, Station A
    Mississauga, Ontario L5A 2Y9

  2. Complete the appropriate provincial health form, if applicable:

  3. Attach all original itemized bills and receipts (opens new window) to support your claim.

  4. Attach any medical records (opens new window) you may have been given at the time of treatment. For hospitalization claims, we require a complete copy of your medical records from the treating facility.

  5. For Multi-Trip Annual plans, attach proof of both departure from and return to your province of residence. The type of proof (opens new window) depends on whether you travelled via airline or car.

  6. For hospitalization claims, we will require a complete copy of your medical records from the treating facility.

Please note: Depending on the claim, we may request more information.

You are on: Trip cancellation claims

How to make an trip cancellation insurance claim

If you need to cancel your trip you will need to complete the following steps to submit your claim:

  1. Call your travel agent, airline, tour company or the carrier immediately to cancel your trip (no later than one business day after the cause of cancellation).

  2. Notify us by calling one of the numbers below:

    • 1-800-263-8944 (toll-free from Canada or U.S.)
    • (905) 816-2572 (collect call from anywhere)
  3. Complete and sign the Claim and Authorization Form pdf.

    Mail the form, along with all applicable documents outlined below, to:

    RBC Insurance Company of Canada
    P.O. Box 97, Station A
    Mississauga, Ontario L5A 2Y9

  4. If the cancellation is due to an injury or sickness of yourself, an immediate family member or your travelling companion, you must have a Medical Certificate (opens new window) fully completed by the treating physician. The physician who fills out the certificate must be the same one who treated the sick or injured person on the date of the cause of cancellation.

  5. If the medical condition is for yourself or your spouse, you will also need to provide your family physician's clinical notes from the 90 days prior to your insurance application date up to the present date.

  6. Submit an itemized copy of your invoice, providing a breakdown of the cost of your trip including airfare, hotel, taxes, service fees, and anything else. You'll need to provide proof of payment (opens new window) for each item.

  7. Attach original unused airline ticket(s) and any other original travel documents. If you received a refund from your travel agent or travel supplier, you'll need to provide a copy of the statement or refund.

  8. If cancelling for non-medical reasons, you'll need to provide substantiated evidence. This could be a copy of subpoena for court/jury duty, a letter from your employer, a report from your airline/cruise, or a death certificate.

You are on: Trip interruption claims

How to make a trip interruption claim

If you had to return home early from your trip due to a sickness, injury or another unexpected covered situation that occurred during your trip, follow these steps to submit a Trip Interruption Insurance claim:

  1. Complete and sign the Claim and Authorization Form pdf.

    Mail the form, along with all applicable documents outlined below, to:

    RBC Insurance Company of Canada
    P.O. Box 97, Station A
    Mississauga, Ontario L5A 2Y9

  2. If the interruption is due to an injury or sickness of yourself, an immediate family member or your travelling companion, you must have a Medical Certificate (opens new window) fully completed by the treating physician at your travel destination. The physician who fills out the form must be the same one who treated the sick or injured person at your travel destination.

  3. Submit an itemized copy of your invoice, providing a breakdown of the cost of your trip including airfare, hotel, taxes, service fees, and anything else. You'll need to provide proof of payment (opens new window) for each item.

  4. Attach original unused airline ticket(s) along with the new return tickets you purchased. If you paid a change fee, you'll need to include the original receipts for this cost.

  5. If the interruption is due to non-medical reasons, you'll need to provide substantiated evidence. This could be a copy of subpoena for court/jury duty, a letter from your employer, a report from your airline/cruise, or a death certificate.

  6. If you incurred additional expenses as a result of one of the insured risks, you'll need to submit original receipts for all additional costs such as hotel accommodations, meals, essential telephone calls, or taxi fares.

You are on: Download Forms

Downloadable Forms

Claims Forms

We’ve provided the claims forms below for your convenience. Select the form required for the type of claim you are making. Full instructions and mailing addresses are found within the tabs above.

If at any time you have a question about filing your claim, please contact us at 1-800-263-8944 and one of our Claims Advisors will be happy to assist you.

Emergency Medical Claims

Trip Cancellation Claims

Trip Interruption Claims

 

Other Forms

RBC Royal Bank® Credit Card - Travel Accident Insurance Designation of Beneficiary

Medical Questionnaire Forms

 

Note: Forms are provided in Adobe PDF format. A recent version of Adobe Reader or Adobe Acrobat may be required to open, read and print a form on your system. You can install the latest version of Adobe Reader .

You are on: FAQs

Answers to Questions on Claims and Emergencies

If I'm called home for an emergency, will travel insurance pay my expenses?

If I have a medical emergency, should I call the emergency contact number first, before seeking medical treatment?

What if my medical condition prevents me from calling before seeking emergency medical treatment?

What happens when I call the emergency contact number due to a medical emergency?

If I need care while I'm abroad, will I need to pay the expensive medical costs up front?

What should I do if I need emergency help in a foreign country?

How do I submit a claim?

What documentation will I need to provide with my claim?

What can I do to get my claim paid quickly?

 
 

Questions about Your Claim?

For help filing a claim or to check your claim's status:

  • Call 1-800-263-8944
    Toll-free from Canada/U.S.
    M-F: 7:30 a.m. - 8:30 p.m. (EST)
    S: 9:00 a.m. - 5:00 p.m. (EST)
  • Fax (905) 813-4701
    Toll-free from Canada/U.S.
 
 

Tip

If you have your policy number handy when you call, it will make it easier to provide assistance. But if you don't have it, we will still be able to assist you.