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FAQs

General

Please see the policy for complete details of the benefits, exclusions, conditions, and limitations.

  • Yes. The policy contains important emergency contact information including phone numbers (your client will need in case of an emergency) and the terms, conditions, and exclusions of the policy.

Refunds are provided under the following circumstances:

  • During the ‘10 Day Right to Examine Period’
  • Travel Right Insurance Plans (TRIPs):

    • A full refund is available within the first 10 days after the insured’s policy purchase date, provided they have not departed on their trip date and there is no claim in process.

    Visitors to Canada Emergency Medical Travel Insurance plans (VTC):

    • A full refund is available within the first 10 days after the insured’s policy purchase date, provided it is before their period of coverage.

    Student Accident Plan (SAP):

    • The insured may cancel this policy within 10 days of the date on the confirmation of coverage for a full refund if there is no claim in process.
  • After the ‘10 Day Right to Examine’ Period
    • After the ‘10 Day Right to Examine’ period, a partial refund may be available for the TRIPs Emergency Medical Plan and Visitors to Canada Emergency Medical Insurance Plans only.
    • For policies with trip cancellation, refunds will be considered if a supplier cancels or alters service and your client’s non-refundable prepaid travel arrangements insured by us are refunded by the tour operator without penalty.

  • A pre-existing condition is any disease, illness or injury, including symptoms of undiagnosed conditions, that exists before the effective date of the policy.
  • Please refer to the policy for complete details.

Yes, provided your client:

  • Applies for the extension prior to the expiry of their original policy
  • There are no claims pending or reported
  • The extension does not exceed the maximum amount of days allowed within the plan chosen

The family rate applies to a single adult or couple travelling with at least one unmarried dependent child or grandchild who is:

  • Under the age of 21
  • Under 26 years of age if a full-time student, or
  • Any age if mentally or physically handicapped

The family rate applies to Visitors to Canada Emergency Medical Insurance Plans, All Inclusive Plan, All Inclusive Canada Plan, Emergency Medical Plan, and the Annual Emergency Medical Plan.

If your client experiences a medical emergency, they must report the emergency to the Emergency Assistance Provider by calling 1-800-334-7787 (in Canada & US) and 905-667-0578 (elsewhere operator assisted collect call). The Emergency Assistance Provider will advise your client what to do next.

Important note: Your client, or someone on your client’s behalf, must contact the emergency assistance provider prior to admission or within 24 hours of a life or organ-threatening emergency. Failure to do so will result in your client being responsible for a specified percentage of any eligible expenses incurred.

  • Please see the policy wording for complete details.

Travel Right Insurance Plans (TRIPs)

Please see the policy for complete details of the benefits, exclusions, conditions, and limitations.

  • The All Inclusive Plan provides bundled benefits of emergency medical and non-medical insurance coverages all-in-one! Benefits include emergency medical, trip cancellation, trip interruption, trip delay, baggage and personal effects, worldwide accident, and airflight accident.

  • The emergency medical plan includes:
    • Hospital and medical – up to $10M
    • Accidental dental – up to $4,000
    • Emergency medical evacuation/return home – up to $10M
    • Accommodations and meal – up to $1,750
    • Incidental expenses – up to $250
    • Repatriation of remains – up to $10M
    • Cremation/burial at destination – up to $10,000
  • Note: The coverages listed above are for the Travelance TRIPs Emergency Medical Insurance Plan only. Coverages vary between plans. Please refer to the policy wording for benefits, definitions, exclusions, limitations, terms and conditions.

  • Yes, provided that the top-up is purchased prior to departing on the trip. Top-up coverage begins when the other coverage expires.

  • We recommend your client purchases the insurance when the initial deposit for the covered trip is paid in order to be eligible for all applicable benefits.

  • Yes, as long as the client has not yet departed on their trip.

  • Yes, we have a 15-day or 30-day Annual Emergency Medical Plan and an Annual All Inclusive Plan.
  • Both plans offer coverage for any number of trips outside of the insured’s province/territory of residence occurring within one full year from the insured’s effective date.

  • An annual plan provides your client the flexibility to travel multiple times throughout the covered period, without having to purchase a new policy each time they depart.
  • Annual plans are a great way to save money if your client plans to travel more than once in a 365 day period. Your client can choose between a 15 or 30-day plan. If they have a longer trip planned, they may top up the annual plan by purchasing a single trip emergency medical plan.
  • Annual options are available for the All Inclusive and Emergency Medical Plans.

  • The 15-day or 30-day plans may be topped up by purchasing a single trip emergency medical plan for the additional days required.
  • For example, your client purchased a 15-day annual option (departing June 1). However, one of their trips will be 20 days (ending June 20). They may purchase a single-trip plan to top-up the Annual Plan for the additional 5 days of the trip (June 16-20).

  • Trip Cancellation coverage begins on the date and time the required premium is paid.
  • Trip cancellation coverage only applies if the policy is purchased prior to or within 7 days of the date cancellation penalties commence.

  • Yes. Depending on the age of the insured, an eligibility medical questionnaire must be completed and authorized by the insurance company. Please refer to question number 13 for further details.

  • Yes, if the stopover in the United States is 48 hours or less. If your client plans to travel in the United States for more than 48 hours, the USA Youth Premier Plan is recommended.

  • Yes, however, some benefits may be limited. Please contact the Support Service Team for further information.

When purchasing a TRIPs policy, a questionnaire must be completed by anyone:

  • Who is under 70 years of age and wants to insure a trip cost more than $25,000;
  • Who is over 69 years of age and wants to insure a trip cost more than $15,000, or
  • Who is over 69 and under 90 and wants to purchase the All Inclusive Plan for more than 16 travel days.

  • No. While there is no medical questionnaire required for the plan your client has selected, there are ‘Eligibility Requirements’ which must be met in order to be eligible for coverage under the policy. There are also limitations and exclusions under the policy which apply to coverage. These include exclusions for pre-existing conditions. You should refer to the policy wording for a full list of benefits, definitions, exclusions, limitations, terms and conditions.
  • Contact our Support Services if you have any questions at 1-855-566-8555.

  • Yes. You can offer them the ‘Trip Cancellation/Interruption Plan’ which provides benefits for non-medical coverages including trip cancellation, interruption, and delay.
  • Note: Trip Cancellation coverage only applies if the policy is purchased prior to or within 7 days of the date cancellation penalties commence.

  • Yes, however, coverage will be limited.
    • As per the policy wording “You must be insured under a valid Canadian federal, provincial or territorial government health insurance plan (GHIP) or Canadian university health insurance plan (UHIP). Otherwise the limit of coverage is $25,000.

  • Yes, purchasing emergency medical insurance anytime travel is taken outside of the home province or territory can provide your client with benefits against sudden and unforeseen medical emergencies which may not be covered through a provincial/territorial health insurance plan. Common exclusions of government health insurance plans include prescription medication, ambulance charges, paramedical services, and more.

  • Yes, however, it must be purchased prior to departing Canada and some benefits may be limited. Please contact the Support Service Team for further information.

Claim forms are available for download:

  • On our website under the ‘Claims’ tab
  • By contacting the insurance company: 1-888-526-0111
  • You can download a claim form and send it to your client

    See the ‘Forms’ tab in the left-hand navigation menu

Visitors to Canada Emergency Medical Insurance (VTC)

Please see the policy for complete details of the benefits, exclusions, conditions, and limitations.

  • Visitors to Canada Emergency Medical Insurance is emergency medical coverage for visitors to Canada, newcomers to Canada, and Canadians who are not otherwise eligible under any Canadian federal, provincial or territorial government health insurance plan.

  • Visitors to Canada are not covered under Canada’s universal health care system. Emergency medical treatment can be expensive. Our VTC plans provide emergency medical benefits to policyholders for sudden and unforeseen events.

  • We recommend purchasing a Visitors to Canada Emergency Medical Insurance (VTC) policy prior to your client departing their home country.
  • If your client purchases a VTC policy after arriving in Canada, they will be subject to two waiting periods; one for sickness and one for injury.
  • Please review the policy wording for details.

  • Yes. When purchasing a policy, there is a Medical Eligibility Questionnaire that must be completed in order to qualify for coverage under the policy.
  • Review pages 3 and 4 of the policy booklet. The ‘Eligibility Requirements’ must be met to purchase a policy.
  • If the client has pre-existing conditions and would like to purchase the Premier Plan, be sure their condition is eligible for coverage by reading the ‘Policy Exclusions’ section of the policy booklet.

  • Both of our VTC plans are available to visitors to Canada, newcomers to Canada, and Canadians who are not eligible under any Canadian federal, provincial or territorial government health insurance plan. Our VTC plans are available to individuals over 14 days old and under 86 years of age during their entire period of coverage.
  • Please see the policy wording for complete eligibility details.

  • If there is already a policy in place when your client leaves their home country, then coverage begins:
    • on departure if the client is scheduled to arrive in Canada within 48 hours
    • on arrival in Canada if your client is scheduled to arrive in Canada more than 48 hours after their departure from their home country
  • If there is no policy in place when your client leaves their home country, then waiting periods apply and coverage begins:
    • 24 hours after purchase for an injury;
    • 48 hours after purchase for a sickness, if your client buys their policy within 30 days of leaving their home country;
    • 48 hours after purchase for a sickness, if your client is continuing coverage from an existing policy with no gap in coverage;
    • 7 days after purchase for a sickness, if your client buys their policy more than 30 days after leaving their home country.
    • We will waive this waiting period if your client is continuing coverage from an existing Travelance policy.

Your client’s coverage ends on the earliest of the following:

  • The date and time your client cancels their insurance
  • The date your client becomes eligible for coverage under any Canadian federal, provincial or territorial government health insurance plan
  • The date your client returns to their home country
  • The expiry date as shown on your client’s policy confirmation

  • A deductible is the amount of covered expenses, per event, that the client is responsible for paying before any remaining covered expenses are paid under the policy. The deductible can help in reducing the overall cost of the insurance premium.

  • The Essential Plan offers coverage for:
    • Those who are in good health and require a low-cost plan
    • Emergency medical up to the plan limit arising from sudden and unforeseen circumstances
    • There are no benefits for any pre-existing conditions
  • The Premier Plan builds on the Essential Plan and offers upgraded and additional benefits including:
    • Coverage for some stable pre-existing conditions
    • Accidental death and dismemberment (as per the plan limit, up to $100,000 maximum)
    • Repatriation of remains – up to $16,000
    • First $1,000 of any deductible is waived when hospitalized for 72 consecutive hours
  • For a detailed comparison of the plan highlights, click here.

Pre-existing coverage is different for each plan.

Under The Premier Plan: Yes, coverage is available for pre-existing conditions, provided:

  • For ages 69 and under on the start date:
  • The pre-existing condition or medical condition is stable and controlled during the 180-day period immediately prior to the start date

  • For ages 70 to 79 on the start date:
  • The pre-existing condition or medical condition is stable and controlled during the 180-day period immediately prior to the start date. However, the following pre-existing conditions that are present on the insured’s start date are not covered under any circumstances:

    • Any heart condition including but not limited to heart attack, angina, arrhythmia or cardiac surgery;
    • Any brain condition including but not limited to stroke, transient ischemic attack (TIA), mini-stroke, aneurysm or seizure;
    • Any lung condition including but not limited to chronic obstructive pulmonary disease (COPD), asthma, chronic bronchitis or emphysema.
  • For ages 80 and over on the start date:
  • There is no coverage and no benefits will be payable for claims resulting from:
    Pre-Existing Conditions or related Medical Conditions that existed during the 180 day period immediately prior to Your Start Date.

Under the Essential Plan:
There is no coverage and no benefits will be payable for claims resulting from: Pre-Existing Conditions or related Medical Conditions that existed during the 180 day period immediately prior to Your Start Date.

Yes. A full refund is available if the insured cancels their policy within 10 days of purchase, provided it is before their period of coverage becomes effective.

For other than the ‘10 Day Right to Examine’ period and provided that the insured has not incurred a claim under the policy, a refund for unused days will be given.

The following administration fees will be deducted from the refund if the insured:

  • Cancels their policy due to a denial of their travel visa (no fee will be deducted)
  • Cancels their policy before the start date due to them no longer being eligible (no fee deducted)
  • Cancels their policy before they leave their home country for other than the reasons above ($250 fee will be deducted)
  • Cancels their policy before their expiry date to return to their home country or if they become insured under a Canadian federal, provincial or territorial health/medical plan ($50 fee will be deducted)
  • Cancels their policy and decides to stay in Canada ($250 fee will be deducted)

If the policy was purchased on the Monthly Payment Option, the $50 Billing Fee is non-refundable.

All requests for refunds must be accompanied with the following applicable documentation:

  • Evidence that the insured has been denied a travel visa
  • Evidence that the insured’s trip was cancelled before they departed from their home country
  • Evidence to prove the insured’s date of return to their home country
  • Evidence that the insured has obtained coverage under a Canadian federal, provincial or territorial health/medical plan
  • Evidence that the insured has decided to seek alternative health protection while staying in Canada

If a claim is received after a refund request has been processed, the insured will be financially responsible for paying the expenses claimed.

  • Prior to the policy start date, changes to the policy effective date can be made by the broker through the online portal
  • After the policy start date, a $50 administrative fee will apply and proof supporting the date change is required

After the start date, please send your written request to info@travelance.ca. Be sure to include the policy number in your email.

Yes, we will extend your client’s coverage beyond their expiry date if your client:

  • Has not reported a claim
  • Your client agrees that expenses related to medical conditions present on the date they apply for an extension will not be covered
  • Their policy is in force when they request an extension
  • They pay the additional required premium

In all other cases the company must approve your client’s coverage extension. Coverage cannot be extended beyond 18 months from your client’s original start date. They must disclose all medical information otherwise the coverage extension is void.

Yes, the number of covered days in Canada must be more than 50% of the total covered days elapsed at the time of the claim. Each side trip outside of Canada must not exceed 45 days. Coverage is not provided in your client’s home country.

Example: a policyholder is planning a 7 day trip to the U.S.

  • To be covered under the Essential or Premier plans during their trip to the U.S., they must first spend at least 8 days in Canada

A super visa allows parents and grandparents of Canadian Citizens or Permanent Residents to stay in Canada for up to 2 years at a time without having to renew their status. A super visa is issued for up to 10 years and allows for multiple entries during the duration of the visa.

For more information on the super visa please visit:
http://www.cic.gc.ca/english/visit/supervisa.asp

  • Yes. Both of our Visitors to Canada Emergency Medical Insurance plans are super visa eligible when purchased according to Canadian government requirements.

  • As per Immigration, Refugees And Citizenship Canada (IRCC), the super visa program requires proof of emergency medical insurance from a Canadian insurance provider for:
    • A minimum coverage period of one year, and
    • A minimum sum insured of $100,000
  • Provided there was no claim incurred under the policy, a refund for the unused days will be allowed less an administration fee. To complete the refund we require proof of the client’s entry to their home country.

  • Yes. If the super visa application is denied, we will provide a full premium refund of the policy. To complete the refund, we require a copy of the visa denial letter.

  • Eldest insured’s premium x 2

  • Yes. Applicants purchasing policies with a minimum sum insured of $100,000 and travelling 180 days or more are eligible for the Monthly Payment Option. Click here to learn more. This is a great option for super visa applicants.

  • Commissions are paid on the premiums collected each month.

  • Yes, refund options are available the same way as when paid in full. Review the policy wording for details.

  • Yes, provided the Monthly Plan Option and eligibility criteria for the plans are met

  • If a credit card payment fails for any reason on the Monthly Payment Option, you (the broker) will be contacted to collect updated credit card information. Failure to provide updated credit card information will cancel your client’s coverage as of the ‘paid to date’.

  • Yes, extensions are available up to a maximum of 558 days total.

Student Accident Plan (SAP)

Please see the policy for complete details of the benefits, exclusions, conditions, and limitations.

  • Any child or student who resides in Canada (excluding Quebec) and is over 6 months and under 26 years of age. If the child/student is 14 years of age or older, they must be enrolled in a minimum of 3 concurrent classes.

  • The student must be enrolled in a minimum of 3 concurrent classes, including online courses and co-ops, if they are part of the curriculum.

  • Government health care plans and group insurance plans often provide limited coverage for accident expenses. Sometimes, expenses are not covered at all! This means that the parent/guardian is left financially responsible. Luckily, our plans are designed to fill in the gaps left by other insurance plans.

  • Coverage is available 24 hours a day, every day, in the insured’s home province other than coverage provided under the Out-of-Province/Country Emergency Medical Benefits as specified within the policy.

  • Yes, the plan is available 24 hours a day, every day, during the entire policy term.

  • The Student Accident Plan provides accident coverage outside the insured’s province or territory of residence for trips up to 30 days in duration. The coverage for emergency medical is limited to $100,000 and includes emergency medical expense coverage for sickness.

  • Yes, if the student or child is over 6 months and under 14 years of age. If the child or student is 14 years of age or older and under 26 years of age, they must be full-time students (minimum of 3 concurrent courses).

  • Yes, if the student or child is over 6 months and under 14 years of age. If the child or student is 14 years of age or older and under 26 years of age, they must be full-time students (minimum of 3 concurrent courses).

  • Yes, as long as they are enrolled in a minimum of three concurrent courses and are under 26 years of age.

  • No. The annual premium is $49.99 per insured.

  • Coverage under this policy begins on the date and time Old Republic Insurance Company of Canada or its authorized representative receives the application and the required premium.

  • On the expiration date shown on the confirmation of coverage or the date the insured ceases to meet the eligibility requirements as per the policy, whichever happens first.

  • No. To continue coverage, your client must purchase a new policy.

  • Your client may cancel this policy within 10 days of the date on the Confirmation of Coverage for a full refund, if there is no claim in process.

Contact Us

Phone: 1-855-566-8555

Email: info@travelance.ca

126 Catharine St. N., Hamilton, ON L8R 1J4 Canada

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