Introducing GEM: Your new provider for Manulife out-of-country and emergency travel assistance

May 30, 2023

For business owners, plan sponsors and administrators

Earlier this year, Allianz Global Assistance announced that it was withdrawing from the group travel insurance market. The Manulife team has been busy exploring a range of potential providers to serve you and your employees. We’ve determined the emergency travel provider that is the best fit and most suitable to meet your needs is Global Excel Management, most often referred to as GEM. 

GEM has expertise that circles the globe, but its roots are Canadian. The company was founded in 1984 in Sherbrooke, Quebec – the city that GEM continues to call home today. GEM is one of the largest independent providers servicing the Canadian out-of-country/emergency travel market in assistance, cost containment, case management and claims adjudication. 

Starting September 1, 2023, GEM will be handling calls and supporting your employees who have questions or are experiencing an out-of-country medical emergency. The transition to GEM will be smooth and seamless. There aren’t any changes to the coverage. The current phone numbers that you and your employees use will continue to work as expected. Calls will be answered by GEM representatives. No contracts, booklets, or cards need to change. Only the voice on the other end of the phone will change when GEM takes over.

What if my employee has an out-of-country medical emergency on August 31, 2023?

The employee will use the current phone number to report their emergency. Assistance will be provided by Allianz. Allianz will see the incident and claim through to its conclusion. 

What if my employee has an out-of-country medical emergency on September 1, 2023?

The employee will use the current phone number to report their emergency. Assistance will be provided by GEM. GEM will see the incident and claim through to its conclusion. 

We will be sending a reminder about this change in provider, and we will share any necessary additional details with you in mid-August before the change takes effect.