Claim initiation
The claims process begins when a traveller reports a claim or when we receive notification from a medical facility of admission. Travellers can submit claims using our claims forms or online on our website. They can also communicate by phone, letter, fax or e-mail.

Claims adjudication
Once we have all necessary information, a claims examiner reviews the file to make sure the expenses fall within policy benefits and to rule out policy exclusions. At this stage of the process we may request more information, payments from other insurers, or we may prepare and mail a cheque.

Claims payment
We take care of all payment details. This includes mailing cheques, tracking expenditures and entering data for future reports or administrative purposes.

Appeals process
Our claims procedure includes a two-step appeals process to ensure objective evaluation of complicated claims. The claims supervisor reviews the first appeal. A special appeals committee - made up of claims managers, supervisors and medical consultants - examines the second and final appeal.