Frequently Asked Questions
NOTE: this FAQ section is for informative purposes only and does not constitute any legal bindings. Please refer to your plan policy wording for benefits, eligibility, and exclusions to make sure it meets your needs.
General questions
In the event of a medical emergency, you must notify the insurer’s Emergency Assistance:
Allianz Global Assistance
Call toll-free 1-800-995-1662 or worldwide collect 416-340-0049 within 24 hours of admission to a hospital and before any surgery is performed.
Manulife Financial
Please call the Assistance Centre at: 1 877 878-0142 Toll free from the USA and Canada.1 519 251-5166 Collect to Canada from anywhere else in the world. Call within 24 hours of hospitalization.
HMC
Call Emergency Assistance immediately at 1-855-883-6479 or 416-467-4587 (collect)
Destination
You, or someone on your behalf, must notify the Assistance Centre at 1-833-886-1069 or toll-free from the USA and Canada +1 (519) 945-1069 collect where available prior to any surgery being performed or within 24 hours of admission to a hospital
Contact the emergency assistance before or within 24 hours of visiting the doctor/emergency room. They will open a file and send you the appropriate form with all the instructions.If you don’t call within 24 hours you might not get the full refund.
A deductible is the amount of expense that you, the insured have to pay out of pocket before the insurance company pays out any expenses. For example, if you take the $100 deductible and your medical bills are $500 than you pay the first $100 and the insurance pays the balance of $400.
With Allianz visitor plan and HMC, the deductible is only applied ONCE per contract duration!With Manulife and Destination the deductible is applied for each separate incident.
Yes! drugs or medications that require a physician’s written prescription, not exceeding a 30-day supply.Medications for long-term treatment like cancer or diabetes are not covered.
Yes, all plans include repatriation of the body or burial/incineration expenses at place of death. Please refer to the policy wording for details.
We recommend that you purchase an insurance plan for you or your loved one BEFORE they arrive to Canada. This way you or your loved one is covered as soon as they land in Canada. In many cases people get sick from the long stressful travel and the change of environment.Allianz also provides coverage during travel after insured left their home country (not on a vessel or airplane). So for example if you are planning a long layover in an airport or few days visit in another country, then the Allianz plan is the best choice!
Yes, even if you did not have insurance before. However, with Allianz there is a 48 hours waiting period; with Manulife and RSA there is an 8 days waiting period. Any sickness that manifests itself during the waiting period is not covered even if related expenses are incurred after the waiting period.
No, our plans do NOT cover dental treatments like cleaning or root canal. Our plans cover accidental dental caused by a blow to the face or coverage for immediate relief of acute dental pain for previously healthy teeth.
Yes, you can purchase insurance, however you will NOT be covered for any pregnancy related treatments or for birth related expenses.Only our Allianz inpatriates plan offer childbirth and maternity benefits, and to be eligible for benefits insurance must be purchase a least 30 days before the pregnancy begins.
At GCAG, customer satisfaction is a priority. We invite you to share your comments or dissatisfaction with our customer service. This will allow us to improve our procedures to offer a quality service.
Steps to follow:
Step 1: Complaint or feedback
Contact us by phone at 1-800-607-1920 to provide your comments or to report any dissatisfaction with a product or service. Our agents will try to resolve any issue quickly, as soon as possible.
Step 2: Review of your complaint
If you are still not satisfied with the explanations you have received from our agent, you can request a review of your request by a manager who will contact you directly.
Step 3: File a complaint
If you are still not satisfied with the explanations you have received from our manager, you can submit a complaint to the complaints officer at GCAG using the following link:
You will receive an acknowledgment of receipt with the contact details of the person responsible for complaints, the time limit for processing your complaint and a written notice of the procedure. Your complaint will then be handled by the complaints officer who will investigate to prepare his recommendations. Following receipt of all the documents or information necessary for the analysis of the situation, he will let you know his recommendations in writing. The response letter that will then be sent to you will express the decision taken by GCAG regarding your complaint file.
Step 4: Autorité des marchés financiers (AMF)
In Quebec, the regulatory oversight of insurance companies is carried out by the Autorité des marchés financiers. Therefore, if you are dissatisfied with the process for examining your complaint or the result of this examination, you can request that your file be transferred to the Autorité des marchés financiers. You can use this form to complete your request.
Visitors plans
The family plan is offered for families where parents are 59 years old and younger. The oldest parent pays double the rate and all family members including spouse and dependant children up to 21 years old are covered.
With Allianz Global Assurance and Destination newborns who are 15 days and older can be insured. With Manulife newborns who are 30 days and older can be insured.
Unfortunately, we do not accept monthly payments or deferred payments. One could purchase a plan for shorter duration and renew before first policy expires. For example, instead of purchasing a plan for six months, one can purchase a plan for three months and then purchase another three months before the first three months’ end.
Student plans
To purchase Allianz international student plan you have to be in Canada on a temporary basis and be registered as a full time student or have admission as full time student to a recognised school or language school.If you plan to work in your field of studies following your graduation, then you can continue with the Allianz international student plan for up to year. I want to take the student plan. Can I insure my wife or kid?Yes, you can! With the Allianz international student plan you can pay the dependant rate for each dependant (see our student page for more info).We also offer the Manulife international student family plan for one fix rate. This plan will cover your spouse and all your dependant children.
Yes, you can! With the Allianz international student plan you can pay the dependant rate for each dependant (see our student page for more info).We also offer the Manulife international student family plan for one fix rate. This plan will cover your spouse and all your dependant children.
Unfortunately, we do not accept monthly payments or deferred payments
All of our plans are offered by Canadian insurance companies and meet all requirements for the Quebec Acceptance Certificate.
Super Visa
On December 1, 2011, the Canadian Government introduced the Super Visa that allows parents and grandparents of Canadian citizens and permanent residents to visit their family in Canada for up to two years without needing to renew their status.
All of our plans are offered by Canadian insurance companies and meet all requirements for the super visa requirements. We have thousands of clients that purchased insurance with us and successfully received the super visa application for their parents.
Yes, off course. All of our plans are fully refundable and there are no cancellation fees in case visa application is denied. We must receive a copy of the denial letter provided by immigration Canada before the effective date of the insurance plan.
Yes, you can get a refund for the months that the parent is not in Canada as long as you have made no medical claims to the insurance company. For refunds we need written requests and proof person left the country (such as copy of flight boarding pass). Note that some of our plans charge refund administration fee and early termination fees.