Allianz Global Assistance Enhances Customer Support Offerings
with Virtual Care and New Online Claims Portal

December 3, 2020 

Trust in health and safety standards is at the forefront of a sustainable recovery of travel

CAMBRIDGE, ON – Today, Allianz Global Assistance, a leading Canadian travel insurance provider, announced the launch of new, enhanced assistance capabilities - Virtual Care services and a new online Claims Portal – which aim to elevate the end-to-end customer journey. Both services are now embedded within all products offered across Allianz’s national distribution network of broker and travel agency partners. 

"The global pandemic has shone a spotlight on health and safety standards. The true value of travel insurance is realized when customers and partners place their trust in our ability to provide unmatched assistance and support during a travel emergency or when in need to quickly and efficiently submit a claim," notes Lucy Hathaway, Chief Sales Officer at Allianz Global Assistance. "Helping is at the heart of what we do, and while the industry awaits the return of travel, we’re following through on our commitment to finding new and innovative ways to be there for customers during the moments that matter most."

Virtual access to a certified MD while abroad

Virtual Care is a key capability of Allianz’s proprietary Guided Care Assistance platform, which ensures customers receive the most accessible and appropriate care abroad that is based on their unique medical condition and location.

Virtual Care provides customers with support from qualified MDs in real time via video or tele-conference, accessed through a customer’s mobile device, tablet or laptop. Virtual Care services may include a consultation, medical advice, as well as confirmation of a diagnosis and issuance of a prescription when required. Prescriptions provided during the virtual consultation are sent directly to the pharmacy nearest to the patient’s location for added convenience.

"The innovative algorithms of the Guided Care platform empower our Medical team to efficiently coordinate consistent, comprehensive care that is customized to the individual. The addition of Virtual Care provides our Medical team with yet another treatment option for customers with less urgent medical conditions or milder symptoms," said Kyle Sparkman, Chief Operations Officer at Allianz Global Assistance. "This means more flexibility and convenience for our customers, while eliminating long wait times associated with unnecessary emergency room visits, which is particularly relevant to our customers given the experiences during the COVID-19 pandemic this year."  

Online portal for quicker, easier claims submission

With a focus on improving every stage of the customer journey, Allianz’s new user-friendly, secure online Claims Portal provides an enhanced claims experience that keeps customers informed at each stage along the way. 

  • Through the new portal, available at, customers can quickly and easily:
  • Access the mobile-optimized portal 24/7 from any device or browser.
  • Create a secure account, to submit claims for all benefit types including non-medical travel benefits (i.e. trip cancellation, interruption, flight delay and baggage loss) and out-of-pocket emergency medical expenses.
  • Upload all necessary documents to process a claim instead of sending them in via regular mail. Photos of documents taken with a mobile phone are also accepted.
  • Identify any documents they may have missed.
  • Save and return to a claim submission they have started but not yet completed.
  • Check the status of their claim online.

"If a customer’s trip doesn’t go as planned, we want to make the claims experience simple, seamless and understandable. Like our Virtual Care offering, our new Claims Portal leverages digital services to make life easier for our customers," Sparkman adds. "We will continue to develop new ways to improve and simplify our customers’ experience at every step of their journey, so they can truly travel with confidence once travel rebounds."

Allianz Global Assistance (Canada)

For over 30 years, Allianz Global Assistance has supported travelling Canadians when they need it most with value-added travel insurance and assistance services. More than 800 employees support long-term partnerships with some of the best-known brands in the travel and financial services markets. Allianz Global Assistance also serves as an outsource provider for in-bound call centre services and claims administration for health insurers, property and casualty insurers and credit card companies. Allianz Global Assistance is a specialist brand of Allianz Partners for assistance and travel insurance, and is a registered business name of AZGA Service Canada Inc. and AZGA Insurance Agency Canada Ltd. For more information, visit the Allianz Global Assistance Canada website.

Allianz Partners 

Allianz Partners is a world leader in B2B2C insurance and assistance, offering global solutions that span international health and life, travel insurance, automotive and assistance. Customer driven, our innovative experts are redefining insurance services by delivering future-ready, high-tech high-touch products and solutions that go beyond traditional insurance. Our products are embedded seamlessly into our partners’ businesses or sold directly to customers, and are available through four commercial brands: Allianz Assistance, Allianz Automotive, Allianz Travel and Allianz Care. Present in 75 countries, our 21,100 employees speak 70 languages, handle over 71 million cases each year, and are motivated to go the extra mile to offer peace of mind to our customers around the world. For more information, visit the Allianz Partners website.

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