Frequently Asked Questions

Using TIPS

Refunds

Accounts & Commissions

Visitor to Canada

Monthly Payment Plan

Out-of-Province Travel

Online Help Guides

Using TIPS

How do I use Policy Search and Quote Search?

Click on “Policy Search” (for policies already issued) or “Quote Search (for quotes you have held) on the main toolbar.
Once in Policy Search or Quote Search, enter your filter criteria (one or more of the options available - e.g., "Insured Last Name") in the appropriate box.
In the Policy Suffix field you can limit your search to a particular product by using “V” for Visitors, “M” for Medicare International, and “S” for SaveAway.
If you use the Policy or Quote field, only enter the 8 numbers (no Policy Suffix or version).
The more filter criteria you use, the more specific your search results will be.
After you’ve entered your filter criteria, click the small magnifying glass beside the word “Find” in the top left corner of your screen (or press enter on your keyboard).
The results based on your criteria will appear.
Now, click on the small pencil icon beside the policy or quote you are looking to open.

How do I send a quote to my client?

You can send your clients quotes by email directly in TIPS. This functionality is available for all 21st Century travel products. Here is how you get started:

Begin by opening a quote for any 21st Century travel product. Fill in all required fields (in yellow) on the first page of the quote. Make sure you enter the client’s email address in the address section of the quote. Continue to the second page of the quote. Confirm eligibility with your client and click “OK”.

Select the desired coverage and continue to the last page of the quote. You will find the “Send Quote to Client” button at the top, right-hand side of the screen. Click the button.

A pop-up will appear. Make sure the client’s email address is correct. Click the “Send” button. The quote will be emailed to your client.

Your client will receive an email from “noreply@21stcenturytips.com”. The quotation details will appear in the body of the email. The policy wording(s) are included as a PDF attachment. Your contact information (from your profile in TIPS) will be displayed below the quote for your client to contact you directly to complete the policy.

Check out our training video showing you how to send a quote to your client.

How do I enable pop-ups in TIPS?

You need to allow pop-up notifications for certain features in TIPS to work properly. Sending policy confirmations, payment links and emailing quotes to your clients all require that pop-ups are enabled. You can follow the steps below or check out this training video to enable pop-ups on your browser.

Google Chrome or Microsoft Edge

Open any policy record by using Policy Search.

Click the button called “E-mail Confirmation and Policy Wording”.

Click on this icon that appears on the right side of the URL address bar.

Select the option to “Always allow pop-ups and redirects from https://www.21stcenturytips.com”.

Click Done.

Click the “E-mail Confirmation and Policy Wording” button again. Pop-ups are now enabled.

Mozilla Firefox

Open any policy record by using Policy Search.

Click the button called “E-mail Confirmation and Policy Wording”.

You will see this message under the URL address bar.

Select the option to “Always allow pop-ups and redirects from https://www.21stcenturytips.com”.

Pop-ups are now enabled.

Refunds

How long does it take to process a refund?

This depends on the type of refund and current refund volumes when you submit a request. For simple flat cancellations and monthly payment plan refunds, you can expect the refund to take about a week. Refunds that require a claim check can take 2 to 3 weeks to process.

Which policies are eligible for a full refund?

The following policies are eligible for a full refund less a $25 processing fee if the cancellation request is received prior to the effective date (and arrival date for Visitor to Canada):

Visitor to Canada (excluding Super Visa and IEC work visas)
Medicare International Single Trip Emergency Medical
SaveAway Single Trip Emergency Medical

The following policies are NOT eligible for a full refund:

Visitor to Canada policies where the insurance has been used as part of the requirements necessary to obtain or maintain a visa, unless proof of visa refusal is provided (e.g., Super Visa or IEC work visa).
Any Medicare International policy that includes Trip Cancellation & Interruption insurance or is a Multi-Trip policy.
Any SaveAway policy that includes Trip Cancellation and/or Interruption insurance.
Any policy where a claim has been reported (excluding Visitor to Canada policies sold under the Monthly Payment Plan)

How do I submit a refund request?

Full refund requests can be submitted to info@21stcenturytravelins.com. Please review the refund request form (available in View Documents) for required documentation or check out this chart. Refunds must be submitted within 30 days.

Please note that we cannot backdate refunds when the Insured is granted GHIP. These refunds will be processed based on the date we receive the full refund request.

Accounts & Commissions

Accounts

What is my username to log into TIPS?

We would have sent your username and password when we first created your account. If you are an independent agent, your username typically is 6 characters long. If you are part of an Agency, your username will be 6 characters long followed by a dash and several more characters. Your username is NOT your email address. If you are unable to login, please contact our office during regular business hours.

I forgot my password. What do I do?

You can reset your password yourself by clicking the “Forgot Password” button on the Agency Login page. If you are unable to reset your password, please call our office during regular business hours.

How and when do I get paid commission?

Commissions are paid within the first 10 days following the end of the month in which the commission was earned. For example, commission earned in January will be paid within the first 10 days of February.

If you are an independent agent, your commission will be paid directly into your banking account.

If you are registered as part of an Agency, we will pay your Agency directly and they will in turn pay you. We cannot discuss commission with you if you are part of an Agency. You will need to contact your Agency directly.

How do I update my banking information?

If you are an independent agent, send our office an email with a void cheque or direct deposit form. Be sure to include your account code and a simple request asking to update your banking information.

If you are part of an Agency, contact your Agency to update your banking information.

How do I pay my commission chargeback?

You can make payment using one of the following options:

Send an Interac e-Transfer to payments@21stcenturytravelins.com.
Pay using Online Bank Billing with 21st Century Travel Insurance as the payee and your account code as the account number.
Write a cheque payable to 21st Century Travel Insurance.

Visitors

Visitor to Canada

What is the maximum amount of time allowed on a side trip outside of Canada?

Please read the section in the policy wording called “Side-Trips Outside of Canada”. You will find this section on page 2, 3 or 4 depending on the policy version and plan.

For your client to be reimbursed for eligible expenses, they must:

Have paid the required premium for any trip days which are prior to arrival in Canada and/or after departure from Canada (excluding uninterrupted trips to/from Canada); and
Must be continuously insured under a 21st Century Visitors to Canada policy or consecutive policies with no gaps in coverage; and
The maximum number of combined days you can be covered in any other country before, during, and after your visit to Canada must not exceed 30 days in total within a 365-day period; and
You must be in Canada or you must have a planned insured visit to Canada for no less than 51% of the overall time that you will be insured with us.

Please read this section carefully. In particular, note that within any 365-day period, whether insured on one policy or consecutive policies with us, the maximum overall time permitted outside of Canada is 49% of the total time insured with 21st Century Travel Insurance to a maximum of 30 days.

The days available for travel outside of Canada may be used at the start, the middle, or the end of the visit to Canada or in any combination.

No coverage is available when the Insured returns to their country of origin.

Your client can enjoy up to another 30 days in each subsequent 365-day period or in the second year on a two-year policy.

Proof of travel dates will be required in the event of a claim.

What do I do when a Visitor to Canada does not know their exact arrival date?

It is not uncommon for visitors and new immigrants to be required to prove that they have health insurance coverage in place before they can be granted a visa. In these circumstances, there is often no option but to issue a policy based on the best approximation of their travel dates. If you issue a single payment policy (full premium paid up front) or an activated Monthly Payment Plan policy and the actual arrival date is still not known as we approach your "best guess" effective date, contact us to arrange for the coverage dates to be changed. The travel dates MUST be changed prior to coverage going into force (the effective date). A better option when the arrival date is unknown when you issue the policy - Issue the policy as a Pending Monthly Pay policy and avoid the problem entirely.

There are limits to how long a policy can be advanced into the future and the number of times an advance can be permitted.

On a Pending Monthly Pay policy (where coverage has not been activated), no action is required until the final arrival date has been decided. Then, just prior to arrival, you ask us to Activate the policy. Simple as that.

What are the differences between the three Visitor to Canada plans?

The Enhanced Plan is our comprehensive emergency medical benefit plan that includes coverage for stable pre-existing medical conditions.

The Standard Plan is the same comprehensive emergency medical benefit plan that we offer with the Enhanced Plan, but the Standard Plans excludes coverage for pre-existing medical conditions.

The Basic Plan is our reduced-benefit, lower premium emergency medical plan that excludes coverage for pre-existing medical conditions. It also pays you a slightly lower commission.

You can check out this chart to review some of the key differences between the plans.

When should I sell a deductible on a Visitor to Canada policy?

Consider adding a deductible to the policy to reduce the premium. The deductible amount is the amount of eligible expenses that your client is responsible for paying before the insurance will reimburse eligible expenses in excess of the deductible.

On the Enhanced and Standard Plans, the deductible applies per person per policy (except for the Disappearing Deductible).

On the Basic Plan, the deductible applies per person per claim.

For example, if a client had a policy with a $100 deductible and an eligible claim of $1,000, they would be reimbursed $900. If that same client on the same policy had a second eligible claim of $1,000, they would be reimbursed $1,000 if they purchased the Enhanced or Standard Plan, or they would be reimbursed $900 if they purchased the Basic Plan.

Our deductible discounts are significant, so don't hesitate to offer deductible options when quoting the insurance, but be sure to explain that it is a "per claim" deductible on the Basic Plan.

What is the disappearing deductible on the Visitor to Canada policy?

The disappearing deductible is a $2,500 per claim deductible amount that applies to each sickness-related claim when eligible expenses, per claim, are $2,500 or less.

If your client submits a sickness-related claim where eligible expenses exceed $2,500, the deductible amount is waived (disappears) and eligible expenses will be reimbursed back to the first dollar on that claim.

There is no deductible amount when a claim results from an accident or injury.

Are routine check-ups covered under the Visitor to Canada plan?

No, our Visitor to Canada policies are strictly emergency medical coverage only. Routine health maintenance, medical examinations for visa applications, elective treatment or the ongoing care of a pre-existing medical condition will not be covered.

MPP

Monthly Payment Plan

What is a Pending and Activated Monthly Payment Plan (MPP) policy?

A Pending policy means that only a two-month deposit and $50 policy fee was charged to generate a policy confirmation that can be used as part of a travel visa application. The effective and arrival dates are tentative and no coverage will go into force until the policy is Activated.

An Activated policy means that we charged a two-month deposit (covers the last two months of the policy term), the first monthly “Activation” payment and $50 policy fee. The effective and arrival dates are confirmed and coverage will go into force on the effective date. You will want to issue a policy Activated if the Insured has a confirmed arrival date or is already in Canada.

How do I activate a policy that was previously issued in a Pending status?

When you issue a Monthly Pay policy, you can either “Activate” it right away (charging 3 payments) or leave it “Pending” (charging 2 payments). If you issue the policy pending, there is no coverage in force on that policy until it is Activated and we bill the first monthly “Activation” payment.

When you are informed by your client of a confirmed arrival date, you need to send our office a written request to Activate the policy before the insured arrives in Canada. Requests by phone are NOT accepted. A waiting period will apply if the policy is Activated after arrival in Canada.

Upon receiving your request, we will amend the travel dates, make any requested adjustments to coverage, activate the policy, and bill the first monthly payment to the credit card on file. The deposit will be used to pay the last two months of the policy term.

Check out this video that explains how you can request activation of a Pending policy.

How do I issue a Monthly Payment Plan (MPP) policy?

Here are some quick steps to issue a MPP policy:

Open a Visitor to Canada quote.
Complete all sections on the first page making sure coverage is for 365 days. The MPP is available for all visitor types.
Click next, confirm eligibility and continue to the second page of the quote.
Select the desired coverage (Plan, deductible and coverage limit). The coverage limit must be at least $100,000 to qualify for the Monthly Payment Plan.
Click Next and complete the medical declaration if required.
On the final page of the quote, select “Monthly Credit Card Payment” as the Payment Type.
You will now see three check boxes. Check the "Issue Policy Pending" box if your client is applying for a travel visa and the arrival date to Canada is not confirmed. Check the “Issue Policy Activated” box if your client already has their travel visa and knows their arrival date to Canada.

You can check the other box to upgrade the policy to a 2-year term.

If you want to enter the client’s credit card information, click “Accept Quote”. Your client will need to complete a credit card authorization form (MP Auth Form-2504). Alternatively, you can send a payment link to your client. This will allow your client to review the quote and enter their own credit card details. The credit card authorization form (MP Auth Form-2504) is NOT required if you use the payment link.

The following step-by-step video guide explains how to issue a Visitor to Canada policy on the Monthly Payment Plan.

Why should I upgrade to a 2-year Visitor to Canada policy?

Here are 16 reasons to give the 2-year policy upgrade on the Monthly Payment Plan a try:

Convenience

Available for all types of visas that require insurance – not just Super Visa.

Requires only a 2-month deposit while awaiting the visa application decision.

Regular monthly payments continue without disruption at the end of year one and continue until 24 payments have been made (at month 22).

Reinstatement of benefits in year 2

Aggregate Policy Limit resets to full amount at start of year two if there have been claims in year one.

All other benefit maximums also reset to full amount at start of year two including drugs, private nursing, health care practitioners, etc.

30-day Side Trip limit resets in year two.

Pre-existing Condition Exclusion is not reset at start of year two. This is extremely beneficial to your clients! With two separate policies, a change in health during year one would normally be excluded as an unstable pre-existing condition in year two. But if you sell one continuous two-year policy then, regardless of when a claim happens, we review your client’s health in the 180 days prior to the original effective date at the start of the two-year period.

Cost

10.

11.

12.

Beat potential rate increases in year two by locking in today’s rates for two years.

Beat potential age band increases in year two.

Pay only one $50 Policy Fee when the policy is issued – no fee in year two.

Pay only for the time in Canada. With proof of return to country of origin, payments cease and the unused premium will be refunded – even if there has been a claim!

Small surcharge of either 3.1% under age 70 or 4.1% age 70 and up.

Retention

13.

14.

15.

By avoiding any break in regular monthly payments, your client is more likely to keep the insurance in force for two full years.

Avoid having your clients shop around for coverage in their second year.

Avoid the challenge of having to “re-sell” the insurance at the end of the first year.

Coverage reinstated after End of Emergency Declared (see 90-day Provision in the policy wording)

16.

Every company in Canada has the right to cease covering a medical condition once the emergency ends and the condition has stabilized. It’s called “End of Emergency” and it normally means there can be no more coverage for that same condition, for the remainder of the policy term. Our “90-day Provision” reinstates coverage for a second or subsequent claim relating to that same condition – if the condition has been stable in the 90 days prior to that subsequent claim. This feature is unique to 21st Century. Now with the two-year policy, there is much more time for a client who has a claim to take advantage of this unique provision and be able to claim again for the same condition later during the policy term. No other company would pay a claim relating to that same condition once “End of Emergency” has been declared. At 21st Century we do, subject to the 90-day Provision. And now with a two-year policy, there is more time to take advantage of this unique feature. NOTE: This benefit is only available on the Enhanced and Standard plans.

OutofProvince

Out-of-Province Travel

What is the difference between Medicare International and SaveAway?

Medicare International is our comprehensive benefit plan for Canadians travelling outside of their province of residence. Medicare offers much higher coverage limits and more comprehensive benefits.

SaveAway is our low-cost, limited coverage alternative. It provides limited benefits with lower maximums and the savings are passed on to your client through lower premiums. It is critical to explain to your client that SaveAway may not provide enough coverage to deal with a more severe accident or illness where claims exceed the lower coverage limits the product provides.

What plans are available with Medicare International?

With Medicare, your client can purchase:

Emergency Medical
All-Inclusive
Stand-alone Trip Cancellation & Interruption

The All-Inclusive Plan includes:

Emergency Medical
Trip Cancellation & Interruption
Baggage Loss, Damage & Delay
Flight & Travel Accident

Emergency Medical and All-Inclusive policies can be purchased for one trip (single trip) or for several trips taken during a year (Multi-trip). Stand-alone Trip Cancellation & Interruption policies can only be purchased for one trip (single trip).

What does A, B and C rates mean on the Medicare policy?

If your client is under the age of 60, they do not need to complete a medical questionnaire and automatically qualify for A rates. Note: All clients, regardless of age, need to be asked the general eligibility questions that appear as you navigate from page 1 to page 2 in a quote.

If your client is 60 or older, they need to complete a medical questionnaire to determine their rate category. The eligibility questions on this medical questionnaire are different than the general eligibility questions and some clients over age 59 may not be eligible for Medicare International at all. In these circumstances, we can usually obtain coverage for them under our Medical Underwriting Plan (MUPS).

What plans are available with SaveAway?

With SaveAway, your client can purchase:

Emergency Medical - $50,000 with no deductible or $200,000 with a $500 per claim deductible.
Package Plan A – Emergency Medical plus Trip Cancellation & Interruption, Baggage Loss, Damage & Delay and Flight & Travel Accident.
Package Plan B – Emergency Medical plus Trip Interruption, Baggage Loss, Damage & Delay and Flight & Travel Accident.
Non-Medical Bundle Plan A – Trip Cancellation & Interruption, Baggage Loss, Damage & Delay and Flight & Travel Accident.
Non-Medical Bundle Plan B – Trip Interruption, Baggage Loss, Damage & Delay and Flight & Travel Accident.
Multi-Trip Non-Medical Bundle – Trip Cancellation & Interruption, Baggage Loss, Damage & Delay and Flight & Travel Accident.

Please note that Non-Medica Bundle Plan A, Non-Medical Bundle Plan B and Multi-Trip Non-Medical Bundle do NOT include any emergency medical coverage.

What is the difference between a Single Trip and Multi-trip policy?

A Single Trip policy covers your client for one continuous trip outside of their province of residence. This one continuous trip can include multiple destinations during the same trip.

A Multi-trip policy provides coverage for an unlimited number of trips taken within the one-year policy period. Each trip outside of Canada can be up to the number of days selected when the policy was sold (Day Option). With Medicare International, the policy also provides an unlimited number of days of travel within Canada (but outside of your client’s province of residence).

If your client will travel more than two times in a year, a Medicare Multi-trip policy will likely save them money. For example, your client is taking two one-week trips and one two-month trip during the year. What’s the most cost-effective way to sell the insurance? Sell a 10-day Multi-trip Day Option to cover the two short trips and the first 10 days of the long trip, then sell a top-up policy to cover the balance of the one long trip.

With SaveAway, the Multi-trip Plan is not Emergency Medical coverage at all. It is a non-medical bundle including Trip Cancellation & Interruption, Baggage, Flight & Travel Accident.

Can I issue a top-up policy to a Multi-trip plan or to another provider's plan?

Yes, but only if the traveller has not yet left their province. Head office can offer top-up to those who have already left and have a Multi-trip plan with 21st Century as long as coverage under their Multi-trip Day Option with us has not yet ended for that trip. We cannot top-up another provider’s plan if the traveller has already left.

Can I extend an out-of-province travel policy that is already in force and the client is away on their trip?

No. Head office must issue this extension for you. Complete the Extension Request Form and email it to our office for review.

Contact Us

How do I contact 21st Century?

If you have questions about coverage, need to make a change to a policy or have any other questions related to our policies, please feel free to contact us by phone or email. We would be happy to help.

Email: info@21stcenturytravelins.com

Phone: 1-800-567-0021 (toll-free)

Phone: 905-372-1779 (local)

What are your business hours?

Our office is open Monday to Friday, 9 to 5pm ET. We are closed holidays and typically close early before a long weekend. We will post our holiday hours on our website and in the announcements section of the TIPS website.

How does my client report a claim?

In the event your client experiences a medical emergency during their trip, they will need to 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 their policy confirmation, policy wording and below.

If they have a Visitor to Canada policy:

Call toll-free 1-877-882-2957 from North America
Call collect 519-251-7856 anywhere in the world

If they have a Medicare International policy (for travelling Canadians):

Call toll-free 1-855-478-3484 from North America
Call collect 519-251-7851 anywhere in the world

If they have a SaveAway Travel Insurance policy (for travelling Canadians):

Call toll-free 1-855-478-3485 from North America
Call collect 519-251-7857 anywhere in the world

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.

How do I contact the claim's office or ask questions about a claim?

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. Your client will need to contact the claim’s office directly using one of the following numbers:

If they have a Visitor to Canada policy:

Call toll-free 1-877-882-2957 from North America
Call collect 519-251-7856 anywhere in the world

If they have a Medicare International policy (for travelling Canadians):

Call toll-free 1-855-478-3484 from North America
Call collect 519-251-7851 anywhere in the world

If they have a SaveAway Travel Insurance policy (for travelling Canadians):

Call toll-free 1-855-478-3485 from North America
Call collect 519-251-7857 anywhere in the world

Are there alternative ways for my client to report a 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.

What does the claims process look like?

Your client must contact the Assistance Centre to report the claim, and the Assistance Centre will provide them with the Claim Forms, usually by email.
They will 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 they provide the required documents when they submit the Claim Forms to avoid any delays in processing.
- By Mail - They can print the Claim Forms to complete and send by mail to the Assistance Centre.
- Online - They can set up an online account to submit their Claim Forms electronically. Instructions on how to do this are on the Claim Forms.
- By Email - They can send the completed Claim Forms along with any required documentation by email to the Assistance Centre.
Once the claim has been investigated and a decision has been made, your client will receive a letter advising them 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 your client to indicate which option they prefer and, in some circumstances, the benefit payment may be assigned to someone other than the insured person (e.g., the sponsor).