Frequently asked questions (FAQ)
Questions about all our plans
Please call 1-800-565-2338 (ET) 8:30 a.m. to 8:00 p.m., Monday to Friday.
No, your client must pay by credit card or personal cheque.
No, we can only refund premiums to the credit card used to purchase the policy.
Yes, if the policy is a multi-trip plan, visitor plan or student plan.
Yes, clients with all-inclusive plans can buy up to $16,500 in standalone trip cancellation/interruption protection.
No, all-inclusive plans are issued only on an individual basis.
Yes, please email am_brokersupport@manulife.com or call 1-877-654-2757.
Questions about our plans for Canadians
The Government of Canada provides a clear explanation here: https://travel.gc.ca/travelling/documents/travel-insurance?
For maximum protection, Canadians should have travel insurance whenever they leave their home province/territory – even if they're staying in Canada. Provincial/territorial health insurance plans limit reimbursement of emergency medical expenses incurred in another province/territory and may not cover costs such as air and ground ambulance transportation, emergency dental treatment and prescription drugs. In addition, most do not provide emergency return home benefits.
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.
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.
For multi-trip plans, your client must call the Assistance Centre to request a top-up before leaving home. For other plans, your client can call the Assistance Centre to request a top-up while travelling as long as the plan has not expired and there has been no claim, no change in health and no injury, illness or symptom that would give rise to a claim. If your client has a medical condition or pending claim, the Assistance Centre must evaluate and approve the extension.
Yes, as long as the grandparent pays the premium for family coverage, the grandchild is named on the confirmation of coverage, and all covered travellers are under 60 years of age. [Possibly add: The start date and end date for family coverage must be the same for all family members.]
Yes, the eldest child travelling can be the policyholder, with brothers and sisters named on the confirmation of coverage. The family must pay the premium for family coverage. [Possibly add: The start date and end date for family coverage must be the same for all family members.]
Yes.
Yes, as long as the parent/grandparent pays the premium for family coverage, the children/grandchildren are named on the confirmation of coverage, and all covered travellers are under 60 years of age. The start date and end date for family coverage must be the same for all family members.
Yes, by default our plans have a $0 deductible, but clients can save with higher deductibles on single-trip and multi-trip emergency medical plans:
| Premium savings | Deductible per claim (CAD$) |
|---|---|
| 10% | $ 500 |
| 15% | $ 1,000 |
| 30% | $ 5,000 |
| 35% | $ 10,000 |
Note: Deductible options are not available for all-inclusive (single-trip or multi-trip) plans.
We will extend coverage for up to 72 hours if a car breakdown prevents your client from travelling on the expiry date.
Yes, but your client must contact the Assistance Centre prior to receiving any treatment.
Clients who do not call the Assistance Centre prior to receiving any treatment must pay 20% of the medical expenses normally covered under their policy. If it is medically impossible for a client to call, someone else must call on his or her behalf. It is your client's responsibility to ensure that the Assistance Centre has been notified.
No, in many cases, as long as your client contacts the Assistance Centre prior to receiving any treatment. We have relationships with medical providers around the world, and the Assistance Centre can help ensure emergency medical situations are managed as smoothly as possible. We will communicate with the medical provider, arrange direct billing where possible, and coordinate payment for emergency medical services. See the policy for details.
The confirmation for the premium payment is an official receipt recognized by the Canada Revenue Agency.
No, children must be at least 30 days old to be covered.
No, they can return to Canada and leave again the same day if they wish.
No, please email am_brokersupport@manulife.com or call 1-877-654-2757.
No, please email am_brokersupport@manulife.com or call 1-877-654-2757.
Questions about our plans for visitors to Canada
Yes, by default our plans have a $75 deductible, but your client can pay a little more for a $0 deductible or save with higher deductibles on emergency medical plans:
| Premium surcharge/savings | Deductible per claim (C$) |
|---|---|
| 5% surcharge | $ 0 |
| 0% surcharge | $ 75 |
| 15% savings | $ 500 |
| 20% savings | $ 1,000 |
| 25% savings | $ 2,500 |
| 35% savings | $ 5,000 |
Note: Deductible options are not available for trip interruption insurance.
Yes, with Plan A, whether or not your client adds trip interruption insurance. Family coverage is not available with Plan B.
Family coverage covers the applicant, the appliant's spouse and dependent children, and all family members must be under age 60. The cost for Plan A emergency medical benefits (including travel accident insurance) is twice the premium for the oldest traveller under age 60. The cost for Plan A trip interruption insurance is three times the premium for the oldest traveller under age 60.
Your client can call the Assistance Centre to request an extension of coverage as long as the plan has not expired and there has been no claim, no change in health, and no injury, illness or symptom that would give rise to a claim. All extensions are subject to the approval of the Assistance Centre and In some cases we may issue a new policy for the additional days of coverage.
A refund ($25 minimum) is available for unused days if your client cancels the policy at any time before the effective date. A refund ($25 minimum) is also available for unused days if your client gets Canadian provincial/territorial health insurance plan coverage or returns home earlier than scheduled, as long as there has been no claim and assistance services have not been provided.
Yes, a full refund is available with proof that the Visa application has been declined. A partial refund ($25 minimum) is available for clients who have purchased 365 days of coverage with proof that they are leaving Canada earlier than scheduled if there has been no claim reported, paid or denied. A partial refund (less a $300 handling fee) may also be available if clients withdraw a claim before it is paid or withdraw a claim that is less than the deductible. No refund is available after a claim has been denied or paid.
Clients who do not call the Assistance Centre prior to receiving any treatment must pay 20% of the medical expenses normally covered under their policy. If it is medically impossible for a client to call, someone else must call on his or her behalf. It is your client's responsibility to ensure that the Assistance Centre has been notified.
Plan A and Plan B cover a maximum of 365 days (366 days in a leap year). When the policy expires, your client can purchase a new policy as long as he or she remains eligible for coverage.
Someone else can complete and sign the application as long as that person has full authorization to apply on behalf of your client and full knowledge of your client's health information to complete the application accurately. You must ensure that the applicant understands that any incorrect statements on the application may make the policy null and void.
The trip break benefit allows your client to return home without terminating coverage if he or she has requested and received prior approval from the Assistance Centre. Coverage can be suspended and then reinstated when your client returns to Canada. No refunds are available for trip break days. In addition, the policy will not cover expenses or benefits relating to any emergency medical and/or non-emergency medical services for any injury that occurs or sickness that starts during the trip break.
No. Children must be at least 30 days old to be covered.
A child is defined as an unmarried, dependent son or daughter who travels with your client during the trip and is between 30 days and 21 years of age, or over 21 years of age and mentally or physically disabled and dependent on your client for support.
No, all premiums must be paid in full at the time of purchase.
Questions about our plans for students
Yes, our plans for Canadians studying in another province or territory, Canadians studying abroad, and international students studying in Canada offer tuition reimbursement up to $5,000 in the event of a medical emergency that prevents the student from attending school and obtaining passing grades.
The minimum age is 30 days and the maximum age is 44 years.
Your client can call the Assistance Centre to request an extension as long as the plan has not expired and:
- The period of coverage does not extend beyond 365 days
- The client remains eligible for insurance under this plan
- The plan is not changing from single to family coverage
If your client has a medical condition or pending claim, the Assistance Centre must evaluate and approve the extension.
Yes.
Yes, as long as the parent pays the premium for family coverage and the children are named on the confirmation of coverage.
No, there are no deductibles in our plans for students.
Yes, but your client must contact the Assistance Centre prior to receiving any treatment.
Clients who do not call the Assistance Centre prior to receiving any treatment must pay 20% of the medical expenses normally covered under their policy. If it is medically impossible for a client to call, someone else must call on his or her behalf. It is your client's responsibility to ensure that the Assistance Centre has been notified.
No, in many cases, as long as your client contacts the Assistance Centre prior to receiving any treatment. We have relationships with medical providers around the world, and the Assistance Centre can help ensure emergency medical situations are managed as smoothly as possible. We will communicate with the medical provider, arrange direct billing where possible, and coordinate payment for emergency medical services. See the policy for details.
The confirmation for the premium payment is an official receipt recognized by the Canada Revenue Agency.
Our plans for students cover a maximum of 365 days (366 days in a leap year). When the policy expires, your client can purchase a new policy as long as he or she remains eligible for coverage.
Canadians studying abroad have access to emergency and non-emergency medical benefits while they are outside Canada for the period of coverage shown on the confirmation of coverage.
Yes, the trip break benefit allows your client to return home for up to 21 consecutive days without terminating coverage if he or she has requested and received prior approval from the Assistance Centre. Coverage can be suspended and then reinstated when Canadians studying in another province or territory leave home, when Canadians studying abroad leave Canada, or when international students studying in Canada return to Canada. No refunds are available for trip break days. In addition, the policy will not cover expenses or benefits relating to any emergency medical and/or non-emergency medical services for any injury that occurs or sickness that starts during the trip break.
