Fulfillment Policy

Introduction

At Assurance Visiteurs, we are committed to providing quality service to our customers, whether they are visitors to Canada or Canadians. To ensure the transparency of our operations and the satisfaction of our customers, we have put in place clear policies regarding refunds, policy delivery, returns and cancellations. These policies are designed to inform our customers about how we handle orders and to set realistic expectations.

 

Refund Policy

Refund Conditions

• Eligibility: Customers are eligible for a refund under certain conditions and according to the Policies of the selected insurer, such as:

o Cancellation of insurance policy prior to commencement of coverage.

o Billing or order processing errors.

o Refund when travel plans are changed (e.g. Visa refused).

 

Refund Procedure

• Refund request : To initiate a refund request, customers must contact our support team by email, taking care to indicate the details of their order and the reason for the request.
• Processing Times: Refund requests will be processed within 10 working days from the date of receipt of the complete request. Incomplete requests, or requests that do not adequately authenticate the person, may result in additional delays.
• Refund procedure: Refunds will be made by the same method of payment used for the original order.

 

Policy Delivery Policy

Policy Delivery Method and Times

• Electronic delivery: Insurance documents will be sent by e-mail to the e-mail address provided by the customer at the time of ordering.
• Standard delivery time: Documents will be sent within 24 working hours of confirmation of payment for the order.
• Pre-authorized debit option delivery time in Canada: Documents will be sent within 24 business hours of release of funds and confirmation of order payment. Depending on the financial institution, please allow 5 to 8 business days for delivery.

 

Delivery Zones

• Coverage: We are currently accredited to provide support to visitors and/or residents of Quebec and Ontario.
• Delivery: Documents are delivered electronically to the address provided by the customer at the time of ordering.

Return Policy

Return Conditions

• Eligibility: According to the Insurer’s Policies, customers may return their insurance policy within 10 days of policy issue if:

o The policy has not yet taken effect, and;

o The customer is not satisfied with the terms of the policy and considers that it does not meet his or her needs, and;

o No trip has been undertaken, and;

o The policy has not expired.

• Non-eligibility: According to the Insurer’s Policies, customers may not return their insurance policy following receipt of the documents if :

o If an emergency medical insurance policy is taken out after arrival in Canada.

 

Return Procedure

• Return Request: To initiate a return, customers must contact our support team providing details of their order and the reason for the return.
• Processing: Once the return request has been approved, the insurance policy will be cancelled and the refund issued in accordance with our refund policy.

 

Cancellation Policy

Cancellation Policy

• Eligibility: Customers may cancel their policy prior to commencement of coverage or in the event of a change in travel plans.
• Cancellation Deadline: Cancellation requests must be submitted at least 24 business hours prior to the start of coverage to be eligible for reimbursement in accordance with the insurer’s policies.

 

Cancellation Procedure

• Cancellation Request: Customers must contact our support team to cancel their insurance policy, providing details of the order and the reason for cancellation.
• Processing: Cancellations will be processed within 10 working days.

 

Order Modification Policy

Order Change Conditions

• Eligibility: Customers may request an amendment following policy issue under certain conditions and in accordance with the policies of the selected insurer, such as :

o Change in policy effective date

o Modification of personal and payment information

 

Modification Procedure

• Effective Date Change Request : To initiate a change request, customers must contact our support team by e-mail, taking care to indicate the details of their order and the reason for the request. This request must be submitted before the policy’s effective date. Depending on the insurer’s policies, additional information may be required. Depending on the situation, changing the effective date could also have an impact on underwriting.
• Request for change of information : To initiate a change request, customers must contact our support team by e-mail, taking care to indicate the details of their order, as well as the information to be changed.

 

Insurer policies

• Each insurer has its own reimbursement policy, which is indicated on the contract available throughout the quotation and purchase process.
• The insurer may require certain additional documents during the refund, modification or cancellation process and apply an administrative fee ranging from $25.00 to $250.00.

 

10-day full refund clause

You have 10 days from the date of application to review the policy and ensure that it meets your insurance needs. A full refund may be granted provided no travel has taken place and the policy has not expired. If an emergency medical insurance policy is purchased after arrival in Canada, this clause does not apply.

To cancel your policy, you must contact our support team by e-mail. The request must be received no later than 10 days from the policy application date.

 

Conclusion

We are committed to total transparency and a satisfying customer experience. If you have any questions or concerns about our order processing policies, please contact our support team.