Frequently Asked Questions

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What do I do if the online application doesn’t seem to be working properly?

Please contact us at 1-800-565-2338 from 8:30 a.m. to 8:00 p.m. (ET), Monday to Friday.


Coverage

Why does any Canadian travelling out of country need travel insurance? If a traveller gets sick when travelling, won't their government health insurance plan pay for their medical expenses?

BON VOYAGE, BUT …”, published by Global Affairs Canada, states: "Out-of-country healthcare can be costly, and your health plan may not cover any medical expenses abroad.

[...] You may also want to purchase a travel insurance package that includes flight cancellation, trip interruption and/or lost luggage coverage. Doing so can prevent major disruptions and additional costs."


I am leaving my province of residence to travel to another province before actually leaving Canada. On which date should a trip start for Single Trip coverage?

You can opt to purchase coverage for the entire time you are away from your province of residence or just for the portion of your trip that is away from Canada. In other words, the effective date of coverage can be either the last day you are in your province of residence or the last day you are in Canada. As government health insurance plans vary among the provinces and most do not provide emergency return home benefits, you should consider coverage for the full length of your trip.


Is medical travel insurance necessary when travelling within Canada?

Government health insurance plans do have limits on the reimbursement of the emergency medical expenses incurred while in another province. For example, air and ground ambulance costs, emergency dental treatment and prescription drugs might not be covered outside your province of residence. For maximum protection, purchase additional medical coverage even while travelling within Canada.


I have 30 days of coverage on my credit card, but I am travelling for 45 days. Can I get coverage for the additional 15 days only?

Yes. Manulife Financial Travel Insurance allows top-up coverage of another insurer’s plan. You are responsible for ensuring that your current coverage is in force and allows top-up. Your top-up coverage is subject to the terms and conditions of the Manulife Financial Travel Insurance plan.


Can coverage be extended during my trip?

If you are already on your trip, you can extend coverage by calling our Assistance Centre provided there has been no claim and no event has occurred that would give rise to a claim under the insurance. In addition, you must request the extension before your coverage expires and pay the appropriate premium. Extension of your coverage is subject to the approval of our Assistance Centre.

If you have a Multi-Trip Plan, you must top up your coverage before you leave home by purchasing an Emergency Medical Top-Up plan for the additional number of days beyond the duration provided by your Multi-Trip plan to the maximum allowed for travel outside of Canada by the insured's government health insurance plan.


If I am a Canadian student studying in the United States or abroad, does Manulife Financial Travel Insurance provide coverage?

Manulife has a travel insurance plan specially designed for International students in Canada as well as Canadian students studying abroad or within Canada but away from their principal province or territory of residence. You can view the policy, receive a quote and purchase this plan through your Manulife advisor/agent.


I am travelling with a grandchild. Are we covered under a family policy?

Yes, grandchildren fall under our definition of a dependent but the dependent grandchild must be named on the confirmation, you must pay the premium for Family Coverage, and all travellers covered under a family policy must be under 60 years of age.


My three children are travelling without me. In my opinion they are a family, but your definition of Family Coverage says the applicant, spouse and children must be travelling together. Why can't I buy family coverage for them?

Actually, you can buy family coverage. We will make the eldest child travelling the policyholder, and then your other children travelling with the eldest will be the insured under a family policy, provided they are listed on the confirmation of coverage and you pay the premium for Family Coverage.


Do you cover foster children in your definition of dependent children?

Yes.


Can I purchase family coverage for only one parent/grandparent and his/her children/grandchildren?

Yes, you will need to purchase a family plan and have the parent’s/grandparent's children/grandchildren listed on the confirmation of coverage. Family coverage for all family members must start and end on the same dates.


Are there any deductibles under these plans?

The published rates for all plans include a zero deductible. The following deductible options and savings are available for the Single-Trip Emergency Medical Plan and the Multi-Trip Emergency Medical Plan:

Savings on Premium
Deductible Amount ($US)
15%
$500
20%
$1,000
35%
$5,000
50%
$10,000

Please note: Deductible amounts apply to emergency medical coverage only. Deductible options are not available on the Single-Trip All-Inclusive plans or the Multi-Trip All-Inclusive plans.


Do you extend coverage automatically if my car breaks down?

Yes, we will extend coverage for up to 72 hours in the event of a breakdown of your personal vehicle.


Does your policy provide for services offered in outpatient clinics and doctors' offices or do I have to be hospitalized?

A medical emergency is eligible for coverage if treated in an outpatient clinic or doctor’s office. You must contact our Assistance Centre prior to receiving any treatment.


The policy says that in the case of a medical emergency I am supposed to call the Assistance Centre. What if I don't get a chance to do that - will I still be covered?

We ask you to call our Assistance Centre so that we can confirm, with the healthcare provider, your enrolment under the plan, manage the benefits in accordance with your policy, and, when possible, avoid any out-of-pocket expenses for you. If you do not call the Assistance Centre, you will have to pay 20% of the medical expenses normally covered under this policy. If it is medically impossible for you to call, please have someone call on your behalf. It is your responsibility to ensure that the Assistance Centre has been notified.

Immediate access to the Assistance Centre is also available through its TravelAid mobile app. To download the app, visit: http://Active-care.ca/TravelAid.

The TravelAid mobile app can also provide you with directions to the nearest medical facility, local Emergency telephone numbers (such as 911 in North America), and pre- and post-departure travel tips.


Hospital and medical bills outside of Canada can easily run into thousands of dollars. Would I need to pay up front if I had an accident while travelling?

As outlined in our insurance policies, it is essential that you contact our Assistance Centre prior to receiving medical treatment. The Assistance Centre has existing relationships with medical providers all over the world, to ensure emergency situations are handled as smoothly as possible. Our Assistance Centre will communicate with your medical provider, arrange direct billing where possible and coordinate payment of the emergency service received.


Can I get an income tax receipt for the premium paid on this policy?

Manulife will provide a confirmation for the premium payment, which is an official receipt recognized by Canada Revenue Agency.


Does this policy cover newborns?

In order to be covered under this plan, children have to be at least 30 days old.




Visitors to Canada


Why are premiums calculated on my age at the time of the effective date instead of on the date of application?

Under the policy, ‘age’ is defined as your age on the effective date of coverage. In order to comply with that policy definition, the ‘age’ used in calculating the daily premium should be your age at the effective date of coverage.


Why do I have to call the Assistance Centre prior to receiving any medical treatment?

We ask you to call our Assistance Centre so that we can confirm, with the healthcare provider, your enrolment under the plan, manage the benefits in accordance with your policy, and, when possible, avoid any out-of-pocket expenses for you. If you do not call the Assistance Centre, you will have to pay 20% of the medical expenses normally covered under this policy. If it is medically impossible for you to call, please have someone call on your behalf. It is your responsibility to ensure that the Assistance Centre has been notified.


Would Manulife pay if I do not call the Assistance Centre prior to seeking treatment for benefits #5 to #10 and #12 in the policy?

If you do not call, you may have to pay 20% of the medical expenses. The policy contract states that benefits #5 to #10 and #12 will only be covered if they have been authorized and arranged by the Assistance Centre.


What is the maximum number of coverage days under this policy?

Under this policy, the maximum number of coverage days is 365 days.


How can the insured fill out an application if he/she is not here?

To apply for coverage, the insured or someone on his/her behalf may complete and sign the Visitors-to-Canada application. If someone other than the insured completes the application, he/she must ensure that he/she is aware of the insured’s health history in order to accurately complete the form. Any incorrect statements on the application may render the policy null and void.


Does this policy cover newborns?

In order to be covered under this plan, children* have to be at least 30 days old.

* Child, Children means your unmarried, dependent son or daughter who is travelling with you or joining you during your trip and is:
  • at least 30 days of age but under 21 years of age; or
  • any age who is mentally or physically disabled and dependent on you for support