How to claim insurance in the event of Emergency?
You must call our Assistance Centre at 1-877-882-2957 toll-free from the USA and Canada. If unable to use the toll-free number, call collect to Canada: +1 519-251-7856. Our Assistance Centre is there to help you 24 hours a day, 365 days a year.
Our Assistance Centre can also be contacted through its ACM TravelAid™ mobile application. Visit http://www.active-care.ca/en/travelaid/ to download the app.
You must contact the Assistance Centre prior to receiving any medical treatment. If you fail to contact the Assistance Centre within 24 hours, you will have to pay the first $100 of any medical expenses we would normally pay per claim. This $100 is in addition to any deductible amount that you have selected at the time you purchased your coverage. Also, if you fail to call us within 24 hours of hospitalization, you will have to pay 20% of the medical expenses we would normally pay under this insurance.
If it is medically impossible for you to call when the emergency happens, we ask that you contact the Assistance Centre as soon as you can or that someone call on your behalf.
The ACM TravelAid™ mobile application can also provide you with directions to the nearest medical facility, local emergency telephone numbers (such as 911 in North America), and pre-and post-departure travel tips.
Our Assistance Centre also offers a medical consultation service that connects you within minutes to a Canadian licensed primary care physician to get an assessment, diagnosis and prescription as needed. Be sure to ask the Assistance Agent to be referred to the Maple telemedicine service available twenty-four hours a day, seven days a week. Currently, Maple is available in British Columbia, Alberta, Manitoba, Ontario, Quebec, New Brunswick, Prince Edward Island, Nova Scotia, Newfoundland and Labrador, Nunavut and Yukon. As a visitor to either of these provinces, you can use Maple during your stay in the province.