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If you have a medical emergency
Follow these steps to protect your health and your insurance coverage.
In a life-threatening emergency
Call 911 (or the local emergency number) immediately. Do not wait to call your insurer first when your life or safety is at risk.
When it is safe to call first
Before seeking non-emergency treatment, call the emergency assistance number on your insurance card. The insurer can coordinate care, direct you to a network provider, and confirm coverage. Not calling first can reduce your claim by 25% to 30%.
When to contact the insurer's assistance team
Contact the insurer's assistance team before any non-emergency medical visit, before scheduling surgery, before extending your stay, and before returning to Canada for follow-up treatment.
Keep every receipt and document
Save original receipts, medical reports, prescriptions, diagnostic results, and proof of payment. You will need these to file your claim. Ask for itemized bills before leaving the facility.
Provider emergency-assistance numbers
Call the emergency assistance number on your insurance card. If you cannot find it, use the numbers below. Have your policy number ready.
How to submit a claim
Contact your insurer's emergency assistance line as soon as possible after the incident.
Request a claim form from the insurer or download it from their website.
Gather all supporting documents: medical records, receipts, and proof of payment.
Complete the claim form in full, including your policy number and travel dates.
Submit the claim form with all supporting documents within the required timeframe (usually 30 to 90 days).
Keep copies of everything you send.
Claim-document checklist
- Insurance card or policy number
- Original medical records and doctor's reports
- Hospital admission and discharge summaries
- Itemized bills and receipts for all services
- Pharmacy receipts for prescription medications
- Diagnostic test results (X-rays, CT scans, lab work)
- Ambulance or transportation receipts
- Proof of payment (credit card statements, bank drafts)
- Return ticket or proof of travel dates
- Any correspondence with the insurer
Frequently asked questions
What happens if I do not call my insurer before getting treatment?
Most policies include a coinsurance penalty of 25% to 30% if you do not contact the insurer's assistance line before seeking treatment. In a genuine life-threatening emergency where calling first was medically impossible, the penalty may be waived, but you should call as soon as you are able.
How long do I have to submit a claim?
Most insurers require claims to be submitted within 30 to 90 days of treatment. Check your policy for the exact deadline. Submitting late can result in a denied claim.
What if the insurer asks for more information?
Respond promptly and provide exactly what is requested. Keep copies of all additional documents you send. Delays in responding can slow down or jeopardize your claim.
Can I submit a claim online?
Most providers offer online claim submission through their website or portal. Some also accept claims by email or mail. Check your provider's claims page for the preferred method.
Related claims and emergency articles
Have a question about a claim?
For questions about a specific quote or policy, contact your insurance provider directly. For emergency assistance after purchasing coverage, call the emergency number on your insurance card.