{"id":3333,"date":"2025-03-04T09:47:00","date_gmt":"2025-03-04T14:47:00","guid":{"rendered":"https:\/\/awaycare.ca\/?p=3333"},"modified":"2025-03-04T09:54:45","modified_gmt":"2025-03-04T14:54:45","slug":"claims-and-procedures","status":"publish","type":"post","link":"https:\/\/awaycare.ca\/en\/claims-and-procedures\/","title":{"rendered":"A Guide to Claims Procedures and Information"},"content":{"rendered":"

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.<\/p>\n

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Policy Information<\/h2>\n

When traveling, it\u2019s 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.<\/p>\n

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Claims Assistance<\/h2>\n

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 \u2013 this is normal.<\/p>\n

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.<\/p>\n

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Documents Required<\/h2>\n

A non-exhaustive list of the documentation that may be required:<\/p>\n