Submit a travel insurance claim to Manulife
For CoverMe™ or Affinity* policyholders
CoverMe or Affinity* customers: Start a travel claim by logging in to our Manulife and Global Excel Management (GEM) site. Please register and start a claim on the GEM site.
*Alumni, professional and retail members are sometimes referred to as Affinity customers. Not sure if you're an Affinity customer? Check our listing to find out.
(Group Benefits customers: Start a travel claim by logging in to the Global Excel Management web portal. Please register and start a claim on the Global site.)
Start your travel claim
Follow these steps to register online, and start a claim:
Step 1: Create and register an account at our GEM travel portal
- Go to the Manulife GEM travel portal
- Click Register at the top right corner of the page
- Fill in the required information
- Click the Create account button when done (an activation link will be sent to your email for confirmation purposes)
Step 2: Log in
Once you’ve activated your account from the email GEM sent you, log in using the credentials you just set up for your new account (or simply log in, if you already have an account with GEM).
Step 3: Start a claim
Click on New claim, visible at the top of the page.
Step 4: Select your claim type
From the drop-down menu, select the claim type that describes your type of claim the best (e.g., medical or non-medical). If a medical claim, select the type of medical you are making (e.g., Out of province medical, Visitors to Canada, Student plan)
Step 5: Complete claimant information, policy number and other required information
Fill out all the required fields, and select ‘Next’.
Step 6: Complete the certification and authorization statement
Fill out all the required fields, and select ‘Next’.
Step 7: Attach supporting information*
Attach any supporting documentation or receipts, and select ‘Next’.
Step 8: Submit your claim
Click ‘Submit’ to complete your claim. Check your email inbox and look for the email confirmation from us that we received your claim.
Once we assign your case to a claims examiner, you’ll receive another notification from GEM. Remember: you can view your claim details any time by clicking on ‘Completed claims’ on the GEM website home page.
*Put together all official receipts. They need to show a description of the product or service you paid for (proof of payment's required, but not credit card receipts). Be sure to keep copies for your records including:
- Original itemized bills and receipts
- Any and all medical records or certificates provided at time of treatment and include a diagnosis, such as: an emergency room (ER) report; clinical documentation or a letter from your treating physician
- If you’re hospitalized, and need to make a hospitalization claim, we require a copy of your medical records from the treatment facility
- Any additional information relevant to your claim
Submit your claim by email
Scanned copies of all completed and signed claims forms (PDF) and supporting documents can be submitted to GEM by email to: TravelClaims@Active-Care.ca
Make a paper claim
If you’d like to send us a paper claim, here’s how:
- Find the appropriate form, fill it in, print it out, and follow the mailing instructions included right on the form. For easy reference, we’re including a link to our trip cancellation form (when you click on the link, it may take a moment for the form to open):
- Remember to include and attach to your claim any supporting documents requested (e.g., receipts, provincial coverage details, statements from other health plans)
Please mail any supporting documentation to:
CoverMe Travel Insurance
c/o Global Excel Management
P.O. Box 1237, Stn. A
Windsor, ON N9A 6P8
Like online claims, all receipts need to include a description of the product or service paid for (credit card receipts aren’t required), printed on the store/provider’s official invoice paper (keep copies of all paperwork for your records).
Receipts needed may include:
- Original itemized bills and receipts
- Any and all medical records or certificates provided at time of treatment and include a diagnosis, such as: the emergency room (ER) report; clinical documentation or a letter from your treating physician
- If you’re hospitalized, and need to make a hospitalization claim, we require a copy of your medical records from the treatment facility
- Any additional information relevant to your claim
Additional information may be found on our Affinity Group Support page.
About the TravelAidTM app
TravelAid is a free app that gives you travel assistance when you’re travelling. It’s GPS-enabled and provides travellers immediate assistance, no matter where they are in the world.
App features:
- Medical facility search – Since the app is GPS-enabled, it can provide directions to the closest medical facility wherever you are in the world
- International 911 lookup – Find emergency phone numbers easily, even when you’re in another country
- Travel tips – For Canadians travelling outside the country and visitors to Canada
- Start a travel claim – You can start a travel claim right on the app
- Contact claim administrators, GEM – There’s a direct link in the app that connects you immediately to 24/7 medical assistance
Download the app
Visit the Apple app store or Google Play to download the app.
Give us a call
The toll free number provided on your insurance policy is the best one to call. But if that number isn't available, the toll free numbers listed below, according to travel policy type, also connect you with our Assistance Centre.
Call our Assistance Centre if you:
- Experience a medical emergency during your trip (please call our Assistance Centre as soon as possible and prior to any medical treatment)
- Are on a trip and need some non-medical assistance
- Need to make a general claim inquiry, or need help with the claim forms
- Need to start a Trip Cancellation claim
- Are a health care provider, inquiring about payment information or the status of a claim
For information about how to reach us by email, or to submit a paper claim, please refer to the second tab to the left, titled “Email and paper claims”.
Within North America, toll-free 1-800-805-1008
Outside North America, call collect +1 (519) 251-1570
Within North America toll-free 1-855-857-5919
Outside North America, call collect +1 (519) 251-7298
Inside North America, call toll-free 1-833-389-1089
Outside North America, call collect +1 (519) 945-1812
Inside North America, call toll-free 1-888-881-8010
Outside North America, call collect +1 (519) 945-8346
Inside North America, call toll-free 1-877-878-0142
Outside North America, call collect +1 (519) 251-5166
Inside North America, call toll-free 1-877-331-3134
Outisde North American, call collect +1 (519) 251-7401
You may also find immediate access to the Assistance Centre through the TravelAid™ mobile app. To learn more about the app or download it, click on the App claims tab, just to the left in this tab menu.
You may also call Manulife’s CoverMe travel department (toll free at 1-800-268-3763) if you:
- Have general inquiries about travel products or coverage before you leave on your trip
- Are looking to purchase travel insurance prior to your trip
- Would like to add or change your coverage, prior to leaving or while you are on your trip
How long does it take to process a travel claim?
It’s our goal to process eligible claims promptly. To help us do so, please:
- provide us – as soon as possible – the medical information we need from your treating or family physician
- send in a fully completed claim form, including all requested supporting documentation
- remember that we may need other information from the medical providers (e.g., doctors, hospitals), so our response time may be impacted by when we receive mail from them
Frequently asked questions
In some cases, you may be able to deduct travel insurance premiums from your gross income when it comes to tax time. In most situations, however, travel insurance costs are not deductible. Be sure to ask an accountant or financial advisor as to the status of these costs prior to making them, if a concern.
The cost of travel insurance is not a medical expense. It's a cost incurred to protect you when travelling against any unforeseen circumstance that leads to your incurring a cost to protect your health and well-being while on a trip away from home.
Travel insurance claims involve completing a form and submitting it to the insurance company you purchased the travel insurance from. The forms tend to be detailed and take a bit of time to complete.
All supporting documentation requested in the claim form must also accompany your submission. Incomplete claims are generally not accepted and will need to be redone before going through the claims review process.
Generally, costs you incur while away you pay for out-of-pocket. Then, you're reimbursed by the insurance company after you return home and submit a claim.
In some instances (e.g., hospital stays), another arrangement can be made. In those cases, travellers may call us to make a plan for covering the costs.
Travel insurance claims go through an adjudication process. If the policyholder provides everything the insurance company needs to determine the validity of the claim and verify the expenses, then the claim will be approved.
There’s nothing for the policyholder to do to get a claim approved. One can only ensure their claim is complete, that all questions are answered, and all supporting documentation provided when the claim is first submitted. Also, if the company has any outstanding questions, the policyholder should provide answers as soon as possible to expedite the claim verification process.