Emergency hospital stay
while travelling

We’re going to take good care of you 

Thank you for taking the time to visit this page while you or a loved one is in hospital for emergency medical treatment away from home. We’re here to help and ease any stress you may be experiencing. In fact, our in-house Case Management and medical teams are already actively managing your case to ensure you receive the proper assistance and support every step of the way.

Understandably, you may have questions about this stage of your care; and we hope this will help answer some of them.

While you’re in the hospital

Your health and wellbeing are very important. You can count on our team of Case Managers to take care of these details so you can focus on feeling better.

  • Review your policy coverage to confirm there is an active policy under which to claim and ensure you meet the eligibility requirements. This review takes a bit of time, so we’re unable to confirm an active policy over the phone in real-time. 
  • Inform you of what benefits may apply such as Meals and Accommodations, Trip Interruption/Delay, Transportation to Bedside, etc.
  • Attempt to arrange direct billing or Guarantee of Payment with the medical facility you’re in. Some facilities require payment up front and you may have to pay for your treatment. Be sure to keep all your original, itemized receipts.
  • Request and review your medical information from the facility you’re in. We will make calls to the facility to fully understand your medical situation, your best treatment and determine when it is safe for you to return home.
  • Give a little TLC (tender loving care) – We’ll stay in touch with you and your loved ones to keep you up-to-date. 
Here’s what you can do

While we handle things on our end, we ask that you do the following during your hospital stay to further help us help you:

Call us right away if the medical facility recommends any tests or procedures or if there is a change in your medical condition

  • Most travel insurance policies only provide coverage for sudden and unforeseen emergencies.
  • In such cases, medical treatment must be completed at the current location before it is safe for you to travel back home.
  • Our team will review and medically recommend any treatments during your emergency to make sure they are right for you and your situation.
  • These steps also help ensure that the treatment you receive is eligible under the policy.  

Keep everything - all original and itemized records, invoices and receipts including:

  • All written medical information in case we request it from you later
  • Bills with physician full name and designation
  • Prescription receipts (Needs to contain: Patient’s full name, Date of Service, Name of Pharmacy, RX drug name, dosage and total cost) & Proof of payment – cash register receipt
  • Proof of departure (If required)

Complete and sign a Release of Medical Records form

We need this to obtain medical information (verbal and written) from the hospital you’re in, along with past medical records to ensure eligibility and help us manage your claim. If you are unable to sign it, a guardian or Power of Attorney may do so on your behalf.

We may also send a signed copy of the Release of Medical Records to your Canadian doctor or any specialists you may have (if applicable) to help:

  • Clear any pre-existing or eligibility clauses on the policy in real-time
  • Place a Guarantee of Payment (allows us to pay the hospital) if requested by the treating hospital prior to your discharge 
  • Reduce the review time for your claim
  • Prepare our air ambulance providers with medical information (i.e. current medications) to ensure they are well-equipped to transport you home or if medical assistance is needed
If we need to bring you home

Our Medical team are experts in ensuring your return is smooth and worry-free. Once they determine that you can travel home safely and if medical assistance is needed for travel:

  • We will make all the transportation arrangements, provided there is an applicable benefit on your policy. If no benefit is applicable, we can assist with these arrangements, and you would pay out-of-pocket.
  • We may ask for your passport information, height, weight, and Government Health Insurance Card Number (if applicable). This may be required if we need to find a hospital bed for you in your home province.
  • One of our Nurses or Physicians may call you for a past medical history, a medical update, or your care needs to help ensure proper arrangements are made.
  • We’ll make a recommendation for your return home when it is safe for you to travel. If you decide not to return home, we’ll need to apply certain clauses or exclusions on your policy as travel insurance is intended to cover emergencies, not ongoing care.
When you’re home safely

We’ll send you claim forms – please complete them when you’re ready, and let us help you review the policy filing deadline.

As part of your claim submission, please include the following.

  • Original itemized bill with physician full name and designation
  • Prescription Receipts (Needs to contain: Patient’s full name, Date of Service, Name of Pharmacy, RX drug name, dosage and total cost) and Proof of payment – cash register receipt
  • Proof of departure (If required)

For help with filling out your forms, please call our Claims department at 1 800 363 1835 between 8AM and 8PM EST Monday through Friday. 

If you need further assistance

While we’re managing your case, our teams are available 24/7 to assist you. Please call us anytime for anything you need help with. Be sure to have your claim number handy and use the phone number indicated in your policy documents.
Our Emergency Assistance Team 
Here to answer your call, open a case and provide support, reassurance and help in your moments of need. This team will refer you to our Case Managers if you have a serious medical emergency. 
Our Case Management Team
An experienced team of physicians, nurses and case managers who ensure you receive the best care possible during a serious medical emergency.
Once your claim has been submitted, for investigative purposes, Allianz may require you to provide any and all relevant medical records related to your claim. By providing Allianz with such medical records you hereby consent to Allianz’s use of the medical records in any manner deemed necessary by Allianz to investigate your claim. Allianz hereby agrees to comply with all applicable privacy laws in the collection and storage of your personal health information. It is your responsibility to review your Policy and to be aware of the terms, conditions and exclusions therein. Any invasive or investigative procedure including but not limited to surgery, CT scans, MRIs, EEGs or ultrasounds must be pre-authorized by Allianz prior to the hospital conducting such procedure in order to determine the patients’ eligibility for such procedure. Allianz shall not be held liable or responsible for payment of (i) any claim that is not covered by your Policy; or (ii) any invasive or investigative procedure that has not been pre-authorized by Allianz.