manulife coverme travel insurance claim

Submit a travel insurance claim to Manulife

For CoverMe™ or Affinity* policyholders

On this page

Instruction: Change of selection promptly shifts the focus to a matching heading further down, on the same page.

CoverMe or Affinity* customers: Start a travel claim by logging in to our Manulife and Active Care Management (ACM) site. Please register and start a claim on the ACM 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. )

Submit a CoverMe or Affinity travel insurance claim

Sign in to the ACM travel claims portal to start or check on a claim

Start your travel claim

Follow these steps to register online, and start a claim:

Step 1: Create and register an account at our ACM travel portal

• Go to the Manulife ACM 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 ACM 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 ACM).

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

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 ACM. Remember: you can view your claim details any time by clicking on ‘Completed claims’ on the ACM 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 and supporting documents can be submitted to ACM by email to:  [email protected]

Make a paper claim

If you’d like to send us a paper claim, here’s how:

• Trip cancellation claim form (PDF)
• 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 Active Care 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:

• 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

Additional information may be found on our Affinity Group Support page .

About the TravelAid TM 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, ACM – 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.

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CoverMe Health and Life Insurance plans are only available in Canada. If you're travelling to Canada, why not explore our Travel Insurance plan?

Travel insurance helps you get medical care wherever you are

Getting sick or hurt when you're away from home is stressful enough without having to worry about the cost of the medical care you need. CoverMe ® Travel Insurance provides essential protection, whether you're a travelling Canadian, a visitor to Canada or a student.

Who’s this plan for?

Canadian residents who are:

• already covered under a Canadian provincial or territorial health insurance plan
• looking to travel either inside Canada or abroad
• want to travel just one time, or need coverage for many trips in one year

Why consider this plan?

• Up to $10 million in emergency medical benefits
• Coverage for trip cancellation, trip interruption, baggage loss, damage and delay, flight accident and travel accident insurance
• No medical questions asked (if under age 60)
• Coverage available for the whole family *
• Coverage available for pre-existing conditions using our TravelEase® plan
• Add-on riders available

Non-Canadian residents and new residents who:

• don't have coverage under a Canadian provincial or territorial health insurance plan
• have non-resident friends or family visiting them in Canada
• have parents or grandparents visiting them under the Super Visa program
• want to visit Canada for an extended time period
• Up to $200,000 in emergency medical benefits
• Cost-effective coverage up to one year
• Choice in plans to cover pre-existing conditions, if applicable
• Plans for all ages
• Continuous coverage, even if the insured returns to their home country for a while (with prior approval)
• All plans meet the requirement of the Parent and Grandparent Super Visa

Canadian or international full-time or post-doctoral students who are:

• studying in Canada, outside their home province or abroad **
• 44 years of age or younger
• Up to $2 million in emergency and non-emergency medical benefits
• Reassurance unexpected medical costs are covered while studying away from home
• Coverage for hospital care, accidental dental injury, emergency evacuation coverage, annual medical and eye exams, and more
• Family coverage available ***
• Tuition reimbursement if you can’t attend school

Explore health and dental plans

Discover our CoverMe ® plans that help cover routine and unexpected health and dental costs

Top 7 questions about travel insurance

What is travel insurance?

Travel insurance helps protect you from unexpected costs while travelling. This can include emergency medical expenses, trip cancellation and trip interruption costs, delayed or lost baggage, and flight and travel accidents.

What does travel insurance cover?

Travel insurance can include coverage for hospital and physician services, paramedical services, ambulance and emergency medical return home, and more. In addition, travel insurance can also help with unexpected costs from delayed or lost baggage, trip cancellation and trip interruption, and flight and travel accidents.

When is the best time to purchase travel insurance?

Many insurance plans may be purchased right up until the date of departure, however, if you are considering coverage for trip cancellation it is recommended to purchase insurance on the day your trip is booked.

Does my provincial health insurance cover travel abroad?

Provincial or territorial government health insurance plans may pay only a small portion of medical expenses incurred abroad. They might not pay for ambulance services, prescription drugs, fees charged by private hospitals or facilities or emergency dental treatment. In addition, many hospitals abroad may require immediate cash payment or proof of insurance, which our assistance centre would help coordinate.

What happens if I’ve booked a trip and one of my family members becomes ill or passes away?

Trip Cancellation and Interruption insurance benefits may be payable in the event that any member of your immediate family develops a medical condition unexpectedly or passes away and you can no longer travel or you need to end your trip early.

Do your travel insurance plans cover me during pregnancy?

If you’re planning to travel while pregnant, our plans can help protect you while you’re away. However, the following coverage exclusions apply:

• Routine pre-natal or post-natal care
• Pregnancy, childbirth and complications of pregnancy and childbirth in the 9 weeks before or after your expected due date
• A child born during your trip

Can I cover my grandchild under a family travel insurance plan?

A dependent grandchild meets our definition of "child." To be covered, your grandchild must be named on your confirmation and be travelling with you. Keep in mind that all travellers covered under a family travel insurance plan must be under age 60.

Discover more

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Health and dental plans that are easy to understand, buy and manage.  Learn more

* For family coverage savings, all family members must be under age 60.

** Canadian students must be covered under a government health insurance plan while temporarily residing outside their province or territory or Canada.

*** For family coverage savings, all family members must be under age 45.

mail us at [email protected]

Call 1-877-COVER ME ®

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• Single-Trip Emergency Medical 1 of 5
• Single-Trip All-Inclusive 2 of 5
• Single-Trip Travel Canada Emergency Medical 3 of 5
• Trip Cancellation & Interruption 4 of 5
• COVID19 Pandemic Travel Plan 5 of 5
• Multi-Trip Emergency Medical 1 of 2
• Multi-Trip All-Inclusive 2 of 2
• Emergency Medical Top-Up 1 of 1
• Emergency Medical Plan 1 of 1
• Canadian Studying in Canada Outside the Home Province 1 of 3
• International Student Studying in Canada 2 of 3
• Canadian Studying Outside Canada 3 of 3

Single-Trip Emergency Medical Travel Insurance for Canadians

Plan overview.

Emergency Medical benefits up to $10 million to cover expenses for:

• Emergency treatment
• Paramedical services
• Ambulance transportation
• Emergency dental treatment
• Emergency medical evacuation home
• Repatriation of bodily remains
• Bringing someone to your beside
• Return home of children in the care of the insured
• Return home of travel companion
• Additional expenses for meals and hotel
• Return home of vehicle
• Hospital allowance
• Return of excess baggage
• Phone call expenses
• Trip break for Single Trip plans
• Return to original trip destination
• Terrorism coverage

Conditions, limitations and exclusions apply. See the policy for details.

Eligibility

To be eligible for insurance under this policy, an applicant must be a resident of Canada and covered under a Canadian, provincial or territorial government health insurance plan.

Applicants age 60 or over need to complete the Medical Questionnaire to determine their eligibility and rate category.

Emergency Medical coverage can be purchased for trips up to the number of days allowed by the insured's government health insurance plan. 

Application & Medical Questionnaire

• Can be completed up to 180 days prior to the effective date.
• Single-Trip plans must be purchased for the entire duration of the trip.

Eligibility and Rate Category

At the time of application, if the applicant is:

Under Age 60:

you automatically qualify for Rate Category A. You must confirm your eligibility to purchase this plan and you do not need to complete any medical questions to determine your rate category.

Over Age 60:

you need to complete the medical questionnaire to determine your eligibility and rate category.

Individual Medical Underwriting Plan for any age,

if you would like your pre- existing medical conditions to be covered with no stability requirements, you can apply for emergency medical coverage under Manulife’s Individual Medical Underwriting Plan. Simply call 1-877-884-8283.

You will need to be able to answer questions related to your medical condition(s) and will need to know your travel dates and your agent’s selling code in order to receive a quote.

Your cost will vary according to your specific health needs and circumstances.

When you pay the quoted premium for the Individual Medical Underwriting Plan, your pre-existing medical conditions will be covered during your trip with no stability requirement.

TRAVEL TIP: Be sure to review your policy and all documents when you purchase the Manulife Individual Medical Underwriting Plan to ensure that all your medical conditions have been disclosed and that you have answered all questions truthfully and accurately. If you omit or inaccurately disclose any medical condition, you may not be covered for any condition in the event of a claim.

Pre-Existing Medical Condition Exclusions

Rate category determines the duration of the stability period required for coverage of a pre-existing medical condition..

Manulife Financial Travel Insurance will not cover any expenses relating to a…

Pre-existing medical condition:

Heart condition:, lung condition:, pre-existing medical condition, medical condition.

“Medical Condition’ means any disease, sickness or injury (including symptoms of undiagnosed conditions).

A medical condition is considered stable when all of the following statements are true:

• there has not been any new treatment prescribed or recommended, or change(s) to existing treatment (including a stoppage in treatment), and
• there has not been any change in medication, or any recommendation or starting of a new prescription drug, and
• the medical condition has not become worse, and
• there has not been any new, more frequent or more severe symptoms, and
• there has been no hospitalization or referral to a specialist, and
• there have not been any tests, investigation or treatment recommended, but not yet complete, nor any outstanding test results, and
• there is no planned or pending treatment.

All of the above conditions must be met for a medical condition to be considered stable.

Coverage Start & End Dates

Effective dates and expiry dates, coverage starts on the later of:.

• the departure date; or
• the effective date as shown on the confirmation.

Coverage ends on the earliest of the following:

• the expiry date as shown on the confirmation
• the date the policyholder returns home

Refunds & Extensions

A full refund must be requested before the effective date of coverage.

If you return home early, you can apply for a partial refund of premium (minimum $25.00) for the unused coverage providing there has been or will be no claim reported or initiated against the policy, no assistance service has been provided and that you as the policyholder have mailed a written refund request within 5 days of your return, along with proof of the date you actually returned home. Proof of early return (for example, customs or immigration stamp, gas receipts) is required.

All travellers insured under the same policy must return together to be eligible for a refund.

Extensions: If you are already on your trip and need to apply for an extension of your coverage, before the expiry date of your existing coverage, simply call the agent or broker from whom you purchased your coverage. You may be able to extend your coverage, as long as:

• the total length of your trip outside of Canada, including the extension, does not exceed the maximum allowed by your government health insurance plan;
• you pay the additional premium; and
• there has been no event that has resulted or may result in a claim against the policy and there has been no change in your health status.
• Premium rates are in $CDN per person.
• 1.5 X the premium rate for one parent/grandparent travelling with dependent children/grandchildren;
• 2 X the premium rate for two parents/grandparents travelling with dependent children/grandchildren;
• 3 X the premium rate for three generations of parents and grandparents with dependent children/grandchildren.
• Rates are subject to change without notice.
• The rate category;
• The age at the time of application; and
• The trip length.
•  The date of departure; and
•  The date of return.
• Coverage will not take effect if the applicant's method of payment is not honoured when presented for payment.

Ways to Save

Savings and deductibles, 5% travel companion savings :, family coverage for any emergency medical plan:.

1. One parent/grandparent travelling with their children/grandchildren = 1.5 X the premium of the eldest traveller

2. Two parents/grandparents travelling with their children/grandchildren = 2 X the premium of the eldest traveller

3. Up to four parents/grandparents travelling with their children/grandchildren = 3 X the premium of the eldest traveller

For Family Coverage all family members must have coverage that starts and ends on the same dates.

Savings Combinations:

Deductible savings options:.

* $CAD per insured per claim

Important Information

• Contact the Assistance Centre before receiving treatment while on a trip. Manulife Financial Travel Insurance has a 20% co-insurance provision that may limit the benefits if you do not call or contact the Assistance Centre. In addition, specific covered eligible benefits may be limited or not covered if the Assistance Centre has not been contacted.
• If you are submitting a paper application, make sure it is signed and dated prior to the effective date. If coverage is not arranged prior to the effective date, coverage begins on the day following Manulife's or the advisor/agent’s receipt of the executed confirmation form and payment. In the event we are unable to process payment, coverage will not be in effect.
• Read the policy with particular attention to "pre-existing medical condition" and other exclusions that apply to the coverage.
• The Wallet Card and Manulife Financial Travel Insurance policy should be kept with you at all times when travelling. The Wallet Card includes telephone numbers in case of an emergency or if an extension is required. The Wallet Card is found in the policy.

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Run from Manulife

I was shopping around for travel Insurance, Costco offers a discount to card holders via manulife. $85 for a single trip 5million coverage.

I could not get much information regarding the details of the coverage. When I called the first person was friendly but didn't offer much help and offered to send me the policy which I already had.

I called back and got another rep, she was BEYOND rude and annoyed. She kept saying "I dont know what else to tell you, the first person already sent you the policy". She was becoming increasingly annoyed and hostile, raised her voice and started talking over me. So aggressive! Exactly 8pm, she hung up on me.

0 of 0 people found this review helpful. Did you?

Review topics

Don’t trust.

I always try to secure travel or any trip by buying insurance, on my last trip I was offered with all inclusive Manulife insurance for air Canada package and was in Mexico. I slipped and got hurt and was rushed to hospital. Thank God no feature but severe joint injury and dr advise me for a very limited mobility. DR said you can travel by air on wheel chair assistance. I contacted Manulife Global assistance and it was very disappointing to know that they can’t help me get out of Puerto Vallarta, as airline refused to change my date. I stayed on bed for 5 days and all my plan was messed up. This insurance company and service quality is next to none. They never leave any phone number to contact and not even replying. Be careful.

No Complaints

I expected the worse judging by many of the reviews. I had to cancel the trip my wife and I had planned due to a sudden illness. They outlined what documents I needed to supply to them which I did. I could not get a medical certificate for two months waiting to see a specialist but they held the claim open. Once I sent them the final paperwork, the reimbursement was in my bank account within two weeks. I have never had to use my cancellation insurance but it was very straightforward. Thanks Manulife.

I would not recommend them to anyone

Please don’t waste your money. It’s a scam. They are happy to take your money but when you have emergency and open a claim, they will make sure you get nothing. The process is painful and they will do anything to not pay for cover. I’m surprised they are still in this business. Please save your money and time. Find a trusted travel insurance

If I could put -5, I would

In February 2022, I ended up in Ukraine, I had an all-inclusive multi-trip policy from Manulife. In general, my return flight on February 27 was cancelled. I was stuck in a war-torn country with no way to leave there for 3 months. During that time, I repeatedly turned to Monulife for help, although I rarely had such an opportunity due to the lack of communication and the Internet. As a result, after long minutes of waiting, I received another excuse. After returning to Canada, I tried for 6 months to get at least some kind of compensation, but in the end I gave up this activity, as each time I experienced a negative experience. In general, I was not reimbursed for anything.

POOR SERVICE

These people are quick to take your money and avoid payment of claims. It has been almost five months since I filed my claim and to date even after more than twenty follow up calls / numerous emails they still have not paid! Staff memeber are horrible to deal with - no empathy - and claim they are "too busy". You work and save hard to afford a vacation and when you are forced to cancel beacuse your mother dies days before the trip - they take five months to run you around! Unacceptable!

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No resolution after two months of inquiry

Manulife representative was not clear in the requirement that each person (husband and wife) must both register for Flight Assist independently on their site. Therefore, when flights were cancelled, only one individual received the refund. Two months later and Manulife representative not rectifying the issue. They make millions of dollars and are refusing to issue $140. Poor service and customer support. Will not use again.

I received $625 so far I am still expected a total of around $3,700 CAD.

I'll need some explaintions. I'll need some explainations.

I was expecting over $3700 because I was hopsitalised in Glasgow (Scotland) for 6 days due to COVID. They were saying in the policy that they reimbursed transportation (plane, taxis, etc, hotels, starting with the days of your hospitalisation) , hotels, etc...

They wrote to me today saying that they were reimboursing me $625.00.

You can be sure that I will call them tomorrow for sure.

UPDATE: Monday January 8th 2024. Without me getting involved at all, I learn this morning that my claim / case has been escalated, that there was an error!

UPDATE: Wednesday January 10th 2024. Manulife sent me an e-mail telling me that there were some dates missing. There is no date missing whatsoever, I was so very careful at checking everything sent numerous times. This would have been my 3rd sending them things, and every single time, I have to send it (due to the confidentiality of the things sent) $16 (CAD). Sorry Manulife, be very careful and check thouroughly things that customers send you before asking them to send them again ! I talked to a guy at the Montréal's office named Philippe, he told me that it was up to the travel agency to pay for (at least) my plane tickets and hotels after my hospitalisation, that the travel agency had to call Manulife to "make arrangements" etc... This is never the case, travel agencies do NOT call insurance companies . NEVER. It is up to insurance companies to deal entirely with claims / cases. So I am not taking care of this new e-mail sent requesting dates, as I just wrote, they have everything. The claim / case could take up to 6 to 8 weeks before I get more money back from them.

They are very communicative when receiving your money, then they disappear when you file a claim

Submitted claim in June, it's now December. Every time I call Global Excel, the claims management department, I'm told, "your case manager will reach out to you" and of course they never do. Most recently I managed to get a firm commitment that "a decision will be reached within 30 days and if not, they will reach out with an update". Of course that was 35 days ago at this point. It really feels like they are hoping I'll forget.

Terrible, terrible experience

I submitted a medical claim in April 2022 and still December 2023 it has not been resolved. After many hours on the phone and on hold, many emails - they Manulife thru Global Excel - send me a letter asking me to submit all the same claim information I sent a year ago, multiple times. They created a new claim number and when I asked an agent she said they will 'move' all my submission documents to the new claim, but they still need me to submit all the same information. It is ridiculous and so frustrating. This is the works company in Canada and if I can give it a negative 10 review I would do it. Avoid Manulife, avoid Global Excel. Bd service, waste of time.

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