What you should know and expect when travelling outside Canada

Medical records: Depending on the nature of the incident, medical records from your Canadian medical provider(s) may be required, as well as from the medical provider who provided treatment during the medical emergency. You may be asked to provide your authorization to access these records.
 

Travel claims can take longer to process than regular health and dental claims: When you call and start the claims process, you’ll be sent the required forms. As soon as these forms are received, we can begin to collect the information necessary to process your claim.
 

Collection notices: Sometimes medical providers involve collection agencies to recover overdue payments. Call GEM immediately if you receive a call or collection notice related to your out-of-country emergency claim. We will work directly with the medical provider or collection agent to resolve the issue.^1,2

Did you know you can complete the necessary details to file your travel claim on the claims portal instead of using a traditional claim form? Also, if you were not able to contact GEM at the time of your emergency and you paid out of pocket expenses, you’ll be able to submit your claim online. The claims portal will allow you to submit your claim digitally, upload documents, and track the status of your claim directly online.

The Canada/U.S. toll-free or collect numbers are printed on the back of your benefits card (1-800-265-9977). You can also reach us toll-free from countries that participate in the Universal International Toll-Free (UITF) service by using the international toll-free number printed on the back of your benefits card.⁴

For more tips on international calling, check this dialing guide (opens in a new tab).

Note: In some countries, calls may be routed to a US phone carrier. If the international toll-free number does not get you through to GEM, please dial the Canada/USA 1-800 number, or call collect.⁵ If you are planning to take your cell phone out of the country, please ensure your phone is set-up to do so before you travel, including enabling roaming. This preparation will prevent possible issues when you are trying to use your cell phone during an emergency. Contact your cellular provider for more guidance (before you travel). Landlines are a reliable option. See below for more information.

• Certain destinations prevent outbound collect calls, such as Cuba and international cruises. If you need to contact GEM from a location where you are unable to access the toll-free number, dial direct: 1 519 741-8450. You can ask GEM to call you back to minimize your out of pocket costs. You will be reimbursed for telephone charges incurred, excluding roaming charges.
• Toll-free from Mexico: 800-800-1448.
• UITF: Country code + 800 9221-9221. 
• The UITF number is an 11-digit number with the middle set of numbers comprised of 4-digits, rather than the 3-digit North American format.⁴ The country code refers to the country you are calling from and not the country you are calling. Again, you should confirm the correct country code when you arrive at your destination. Check online or take advantage of the pre-trip assistance services offered to find country codes before you leave.

Print this information for easy reference

• passport (original and photo)
• benefits card (download it)
• provincial health insurance card (original and photo)
• proof of out-of-country travel health insurance if needed
• Travel assistance toll-free/collect call numbers

Get more health from your benefits.

¹ Travellers are required to meet the terms, conditions, and eligibility requirements of their travel insurance policy in order for their coverage to be in effect.

² All plans are subject to specific limits and maximums, which apply to the duration of travel (trip limit) and to the amount of the plan’s benefit coverage. To confirm which services you are eligible for, and to ensure you are sufficiently insured for your trip, you should refer to your benefits booklet or speak to your plan administrator or a Manulife representative.  

³ A medical problem or chronic condition is considered medically stable if, in the past 90 days, you have not been treated or tested for new conditions or symptoms, your existing symptoms haven’t increased or worsened, you haven’t changed treatments or medications, you haven’t been hospitalized for treatment of an existing condition, and you do not have appointments or tests planned after your return home. Getting medical pre-approval for a test, procedure, or surgery does not guarantee that it will be covered. It only means the treatment is considered medically necessary and cannot wait until you return home. Whether it will be paid for under your benefits plan will be decided later, during the claims process, after all medical records and documents have been reviewed.

⁴ UITF countries include Argentina, Australia, Austria, Belgium, China, Colombia, Costa Rica, Denmark, Finland, France, Germany, Hong Kong, Hungary, Ireland, Israel, Italy, Japan, Korea (South), Luxembourg, Macao, Malaysia, Mexico, Netherlands, New Zealand, Norway, Portugal, Singapore, South Africa, Spain, Sweden, Switzerland, Taiwan, United Kingdom (England and Scotland). This listing is subject to change. For countries not reflected on the current list, you should continue to use the collect number provided on your benefits card.

⁵ The reliability or quality of phone lines outside Canada are not guaranteed. When possible, using a landline is a great option, as the connection tends to be rather stable and reliable.

Learn more about Manulife travel insurance.

_{^* Toll-free for calls from local land lines and local SIM mobile phones. Otherwise, connection charges may apply.}

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