Claims Support
21st Century Travel Insurance does not handle any claims at its Head Office in Cobourg, ON. We have no access to claims information at Head Office and we are unable to provide claim forms or give you the status of an ongoing claim. Please review the questions and answers below for detailed information on claim reporting.
IMPORTANT - In the event you experience a medical emergency during your trip, please call our Assistance Centre as soon as possible and prior to receiving any medical treatment.
In the event you experience a medical emergency during your trip, please call our Claims Assistance Centre (Global Excel Management - GEM*) as soon as possible and prior to receiving any medical treatment. Contact information for the Assistance Centre can be found in your policy confirmation, policy wording and below.
If you have a Visitor to Canada policy:
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Call toll-free 1-877-882-2957 from North America
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Call collect 519-251-7856 anywhere in the world
If you have a Medicare International policy (for travelling Canadians):
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Call toll-free 1-855-478-3484 from North America
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Call collect 519-251-7851 anywhere in the world
If you have a 21st Century Travel Insurance policy (for travelling Canadians):
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Call toll-free 1-855-478-3483 from North America
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Call collect 519-251-7850 anywhere in the world
If you have a SaveAway Travel Insurance policy (for travelling Canadians):
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Call toll-free 1-855-478-3485 from North America
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Call collect 519-251-7857 anywhere in the world
When you call, please listen to the options carefully and select the appropriate option. The Assistance Centre accepts collect calls.
*Please note that Global Excel Management merged with Activate Care Management (ACM). On some forms, emails, and the TravelAid(TM) app they may still refer to themselves as such.
Your must call the Assistance Centre prior to receiving medical treatment whenever possible. In circumstances where you are unable to contact the Assistance Centre prior to seeking treatment, you must have someone call on your behalf within 24 hours. Failure to report the claim could result in penalties, making you responsible for a portion of the eligible expenses, or in some cases may result in a denied claim.
Immediate access to the Assistance Centre is also available by using the TravelAid(TM) mobile app or online Travel Claims portal. The mobile app offers a Medical Facility Search, International 911 Lookup and Travel Tips in addition to reporting claims.
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You must contact the Assistance Centre to report the claim, and the Assistance Centre will provide you with the Claim Forms, usually by email.
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You have three options to submit the Claim Forms. Instructions for each option can be found on the Claim Form itself. The Claim Form must be completed in its entirety. Depending on the type of claim, certain documents may be requested to substantiate the claim, such as proof of travel, medical reports, and itemized medical bills. It is important that you provide the required documents when you submit the Claim Forms to avoid any delays in processing.
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By Mail - You can print the Claim Forms to complete and send by mail to the Assistance Centre.
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Online - You can set up an online account to submit your Claim Forms electronically. Instructions on how to do this are on the Claim Forms.
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By Email - You can send the completed Claim Forms along with any required documentation by email to the Assistance Centre.
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Once the claim has been investigated and a decision has been made, you will receive a letter advising you if the claim has been paid or denied. If the claim has been paid, the amount to be reimbursed will be paid by cheque, Interac e-transfer (for payments less than $5,000 CAD), or by direct deposit. There is a section on the Claim Form for you to indicate which option you prefer and, in some circumstances, the benefit payment may be assigned to someone other than the insured person (e.g., the sponsor).
Healthcare providers can use the phone numbers in the "How do I report a claim" section for invoicing and other inquiries.