Filing a travel insurance claim can come with a lot of uncertainty if it is the first time your client is making a claim. At AwayCare, we strive to equip you – our brokers – with as much information as possible to be able to guide your clients through the claims process with ease.

 

Policy Information

When traveling, it’s essential for your client to have easy access to their policy information. Whether they carry a wallet card, keep a digital copy in their email, or leave a copy with family back home, having it readily available can make all the difference in managing a stressful situation while travelling. If the insured requires medical attention, they should make every effort to call the claims assistance line and open a claim right away. In the event of a serious illness, a friend or family member may need to contact the claims assistance team on their behalf. Having policy details readily available will help navigate this process as efficiently as possible, getting your client the care they need sooner.

 

Claims Assistance

The claims assistance team will try to direct the client to a facility that offers direct billing whenever possible, though they are free to seek care wherever they would like. While hospitals will often accept direct billing, it is not uncommon for clinics to request payment up front. If this is the case, it is best to advise your client to pay for their visit, and to request their medical report and an itemized receipt. This may also apply at the pharmacy if any medications are prescribed – this is normal.

For serious illnesses and injuries, the claims assistance team plays a crucial part in ensuring that your client receives the care they need, while working within the limits of their policy. This includes things like advising the hospital of approved testing and treatment and booking a medical escort or an air ambulance when necessary.

 

Documents Required

A non-exhaustive list of the documentation that may be required:

  • Completed Claim Form (available on AwayCare’s website or from their customer service or claims department when you open the claim)
  • Medical Records (doctor’s diagnosis, treatment details, hospital reports)
  • Itemized Invoices & Bills (including hospital, doctor, and pharmacy charges)
  • Proof of Payment (if you paid out-of-pocket, submit receipts or bank statements)
  • Prescriptions & Medication Receipts
  • Incident Reports (if applicable, such as police reports for accidents)

 

Claims Turnaround

Clients can expect an average claim turnaround time of up to 30 days. Some claims, especially those that are more complex, may take additional time to process as they require a more thorough review. Claim assessment can be delayed when all the required documentation is not received right away. This is not always within the client’s control – for example, a hospital may be delayed in submitting their invoice to claims. If your client has submitted a claim, they will need to contact claims directly for an update. Due to privacy laws, the claims team will not release any information regarding a claim to anyone other than the client, or other authorized party.

 

Contact Us

For any additional questions on what your client can expect if they need to submit a claim, please reach out to us at [email protected] and we will be happy to assist!