What you should know and expect when travelling outside Canada

June 5, 2022

For plan members, sponsors and administrators

You’re looking forward to an exciting and happy vacation. But, when travelling abroad, unexpected events can happen. Everything from extreme weather and political unrest to contagious diseases can affect your trip. If you’re thinking about booking travel, it’s important to prepare yourself with as much information about your destination as you can.

Government and health authority restrictions and guidelines due to COVID-19 have changed the nature of travel and vacationing. During a global pandemic, there are many new considerations that will affect your journey. Remember, even if you are travelling by car, there’s still a risk. So, plan carefully, do your research and know what to do if you experience an emergency. As long as COVID-19 presents a health risk, travelling between regions is going to be more complicated and a riskier undertaking.

We want to help make sure you have a safe and happy trip, so we have some tips to share – especially if you are travelling outside of Canada.

Before you travel

Special considerations when travelling in the time of COVID

Keep up to date on the COVID-19 situation at home and at your destination. The spread of COVID-19 seems to rise, fall, and rise again. Areas that appear to be stable can experience unexpected spikes in the number of cases being reported. Entry and exit requirements can change quickly. Be aware of this and regularly check Government of Canada advice and advisories.

If you have any symptoms of COVID-19, stay home. Be prepared to be tested for COVID-19 symptoms at the airport.

If you have Trip Cancellation* coverage, for most plans, COVID-19 is deemed a known event.

Learn more: Frequently Asked Questions - COVID-19 (Novel Coronavirus) and your Manulife Group Benefits plan (PDF)

*Travel insurance does not cover everything. All claims will be reviewed on an individual basis, and will remain subject to the terms, conditions, and exclusions of the policy. For complete terms, conditions, limitations, and exclusions, please refer to the policy. Group Trip Cancellation benefits are underwritten by Allianz Global Risks US Insurance Company and administered by Allianz Global Assistance, which is a registered business name of AZGA Service Canada Inc.

Prepare for your trip

1. The Travel Assistance phone numbers are located on your benefits card, including the toll-free number. Additional instructions for dialing from popular destinations is located at the bottom of this page. If you are unsure how to contact Allianz from the destination you are travelling to, call Allianz (1-800-265-9977) before you leave or check here. They’ll confirm the best number to use from the country you’re visiting. Keep the number with you while travelling.

In case of an emergency, know how to make local calls and calls to back Canada while travelling internationally (use a landline when possible). It might be helpful to contact your mobile phone provider for details and tips for use while travelling. 

2. Download the Allianz Global Assistance TripWise app for iPhone and Android. 

Features include:

  • Flight status check
  • International hospital locator
  • Medication dictionary
  • Plus, your Allianz Global Assistance toll-free contact numbers can be stored right in the app, so they’re ready when you need them.

3. Take photos of important documents so there’s no need to search for the originals, e.g., passport and benefits cards.

4. Find out as much as you can about the places you’re travelling to. 

Be aware of any:

  • Health risks, e.g., COVID-19 outbreak
  • Entry requirements. e.g., vaccine, quarantine, COVID-19 test
  • Weather warnings, e.g., hurricanes
  • Political or civil unrest, e.g., acts of terrorism
  • Any other recent or anticipated event that might affect your travel to and from the area, or your health and safety during your stay.

Note: It’s highly recommended that you check travel advisories for the countries you will be visiting. Do this before you book your trip and before you travel.

Visit: travel.gc.ca/travelling/advisories

Remember, if you have Trip Cancellation benefits (check your benefits booklet to confirm), COVID-19 travel-related advisories are not a covered reason because COVID-19 has been deemed a “known event.”

5. Visit these websites:

  • Foreign Affairs and International Trade – www.international.gc.ca
  • Transport Canada – tc.gc.ca
  • Government of Canada interactive data visualizations of COVID-19 – health-infobase.canada.ca/covid-19/international/

For information on:

  • Local currency/exchange rates
  • Visa requirements
  • Vaccinations/inoculations
  • Health risks, etc.
  • Requirements to provide proof of out-of-country travel health insurance.

Note: If you need to carry proof of coverage, contact Manulife’s Customer Service Centre using the number on your benefits card. They’ll send you a letter or email to confirm that you have out-of-country travel health insurance through your group benefits plan. Carry this letter and your benefits card with you when travelling.

6. Travel insurance doesn’t cover everything. Be sure to read and understand your benefits plan and what it does and does not cover. Pay special attention to exclusions and limitations and anything not covered in various situations1.

7. Ensure you have enough of your medications and carry each in its original packaging (but leave any cannabis products at home because countries outside of Canada have different laws concerning cannabis use).

Note: It’s particularly important to understand the benefits of Emergency Travel Assistance – what you need to do and who you need to call if you need medical aid while travelling abroad.

While you’re travelling

Special considerations when travelling in the time of COVID:

As each country or region deals with COVID-19 in its own way, many new procedures and restrictions are in place. Furthermore, medical resources (hospitals, doctors) might be stretched. This means it can be much more difficult for Allianz to provide travel assistance if you experience any kind of emergency (COVID-19 related or otherwise), and there could be lengthy delays.

COVID-19 vaccination status is not a factor in determining eligibility for benefits; however, a person’s vaccination status may affect how easily they travel between countries.

What to do if you require medical attention

If you require medical care while travelling, it is critical that you contact Allianz Global Assistance before seeking treatment. Their caring and experienced in-house medical team is ready to help you 24/7. Emergency Assistance Specialists will guide you to the most optimal healthcare solution based on your condition and location, arrange payment on your behalf whenever possible, and share important information and next steps related to your claim.

In a life-threatening medical emergency, get to a hospital immediately and have a family member or friend call Allianz on your behalf within 24 hours of admission and before any surgery is performed.

Allianz will ask some questions about your emergency and any potentially related medical history. Providing accurate information will help make sure you receive the right help and information about your coverage.

Note: Allianz Global Assistance is our travel administrator and does not have direct access to plan member information. You will be asked to provide personal and policy information at the time of case opening.

Here are a few things the Allianz Global Assistance representative will ask:

  1. Details about the incident and the type of assistance you require.
  2. Your full name, group plan number, plan member certificate number, and benefits card group number.
  3. The patient’s name and confirmation of provincial health insurance coverage.
  4. Details about you, your symptoms and location to provide guidance on next steps and identify the appropriate care for your situation.

For more information:

https://www.allianz-assistance.ca/aga/assistance-en/emergency-medical-care.html

If asked to pay up front

Call Allianz Global Assistance immediately. They will attempt to arrange direct billing with the medical provider so you’re not out of pocket. Acceptance of billing information is solely at the discretion of the medical provider, so at times members may be required to provide the up-front payment. Ensure you obtain an itemized invoice for your claim submission.

Note: Some policies have a Small Claims Filing Clause, which means that if the total cost of treatment is less than $200 CAD, you will pay up front. To claim these expenses, you would:

  1. Submit the receipt to your government health insurance, who will provide partial reimbursement, then
  2. Submit the remaining amount to Manulife.

Do not surrender your passport

If asked to surrender your passport due to a medical incident or emergency, refuse to do so and contact Allianz Global Assistance immediately.

About your coverage2

While travelling outside of your province of residence, you’re covered for:

  • Immediate medical treatment for a sudden, unexpected injury, a new medical condition or a specific medical problem or chronic condition that was medically stable3 prior to departure.
  • Emergencies related to normal pregnancies, so long as travel is completed at least 4 weeks (check benefits booklet to confirm) before the due date.

Valid Government Health Insurance Plan (GHIP) coverage is required for you and your dependents.

Note: A medical emergency ends when a patient is considered medically stable enough to return to their home province or territory.

Medical records: Depending on the nature of the incident, medical records may be required from a plan member’s Canadian medical providers as well as from the medical provider who was seen during the medical emergency. You may be asked to provide your authorization to access these records.

Travel claims can take longer to process than regular health and dental claims: When you call Allianz Global Assistance and start the claims process, you’ll be sent the required forms. As soon as Allianz receives these forms, they can begin to collect the information necessary to process your claim. Please be aware that COVID-19 has also created unusual delays in travel claims processing.

Collection notices: Sometimes medical providers involve collection agencies to recover overdue payments. Call Allianz Global Assistance immediately if you receive a call or collection notice related to your out-of-country emergency claim. Allianz Global Assistance will work directly with the medical provider or collection agent to resolve the issue.

Claims portal

An easier way to submit your claims. If you couldn’t contact Allianz at the time of your emergency and you paid out-of-pocket expenses, you’ll be able submit your claim online. The Claims Portal allows you to submit your claim digitally, upload documents, and track the status of your claim directly online.

Calling Allianz Global Assistance

The Canada/U.S. toll-free or collect numbers are printed on the back of your benefits card (1-800-265-9977). You can also reach Allianz Global Assistance toll-free from countries that participate in the Universal International Toll-Free (UITF) service by using the international toll-free number printed on the back of your benefits card.4

Note: In some countries, calls may be routed to a US phone carrier. If the international toll-free number does not get you through to Allianz Global Assistance, please dial the Canada/USA 1-800 number, or call collect.5 See below for tips on how to call from Cuba, Mexico, and the Dominican Republic.

If you are planning to take your cell phone out of country, please ensure your phone is set-up to do so before you travel, including enabling roaming. This will help you be prepared and prevent possible issues when you are trying to use your cell phone in the event of an emergency. Contact your cellular provider for more guidance (before you travel). Landlines are a reliable option.

  • Certain destinations prevent outbound collect calls, such as Cuba and international cruises. If you need to contact Allianz Global Assistance from a location from which you are unable to access the toll-free number, dial direct: 1 519 741-8450. You can ask Allianz Global Assistance to call you back to minimize your out-of-pocket costs. You will be reimbursed for telephone charges incurred to call Allianz Global Assistance, excluding roaming charges.
  • Toll-free from Mexico: 00 1 800 514-3702. In some areas of Mexico, only one zero of the international code (i.e., 001) is needed. You should confirm the prefix numbers upon arrival.
  • Toll-free from Dominican Republic: 1 888 751-4403.
  • UITF: Country code + 800 9221-9221. The UITF number is an 11-digit number with the middle set of numbers comprised of four digits, rather than the three-digit North American format. The country code refers to the country you are calling from and not the country you are calling. Again, you should confirm the correct country code when you arrive at your destination. Check online or take advantage of the pre-trip assistance services offered by Allianz Global Assistance to find country codes before you leave.

1 Travellers are required to meet the terms, conditions, and eligibility requirements of their travel insurance policy in order for their coverage to be in effect. The requirement to purchase additional coverage does not void or cancel the existing coverage from Manulife.

2 All plans are subject to specific limits and maximums. To confirm which services you are eligible for, you should refer to your benefits booklet, or speak to your plan administrator or a Manulife representative.

3 A medical problem or chronic condition is considered medically stable if, in the past 90 days, you have not been treated or tested for new conditions or symptoms; your existing symptoms haven’t increased or worsened; you haven’t changed treatments or medications; you haven’t been hospitalized for treatment of an existing condition; you do not have appointments or tests planned after your return home.

4 UITF countries include Argentina, Australia, Austria, Belgium, China, Colombia, Costa Rica, Denmark, Finland, France, Germany, Hong Kong, Hungary, Ireland, Israel, Italy, Japan, Korea (South), Luxembourg, Macao, Malaysia, Mexico, Netherlands, New Zealand, Norway, Portugal, Singapore, South Africa, Spain, Sweden, Switzerland, Taiwan, United Kingdom (England and Scotland). This listing is subject to change. For countries not reflected on the current list, plan members should continue to use the collect number provided on their benefits card.

5 The reliability or quality of phone lines outside Canada are not guaranteed. This is beyond our control.

  • Passport (original and photo)
  • Benefits card (original and photo)
  • Provincial health insurance card (original and photo)
  • Proof of out-of-country travel health insurance if needed
  • Allianz Global Assistance toll-free/collect call numbers
  • The TripWise app on your Android device or iPhone
  • Proof of COVID-19 vaccine status
  • Proof of negative COVID-19

Allianz medical emergency scenario specific resources:

Calling Allianz Global Assistance

If you need to call from Cuba, call Allianz Global Assistance directly:

1 519 741-8450

Cuba does not allow for toll-free calls or collect calls. Dial Allianz Global Assistance direct and you can ask them to call you back to minimize your out-of-pocket costs.

Toll-free from Mexico:

00 1 800 514-3702

In some areas of Mexico, only one zero of the international code (i.e., 001) is needed. You should confirm the prefix numbers upon arrival.

Toll-free from Dominican Republic:

1 888 751-4403

UITF:

Country code + 800 9221-9221

The UITF number is an 11-digit number with the middle set of numbers comprised of four digits, rather than the three-digit North American format. The country code refers to the country you are calling from and not the country you are calling. Again, you should confirm the correct country code when you arrive at your destination. Double check the country code before you leave on your trip. If you need assistance call Allianz Global Assistance and their pre-trip assistance team can help you.

The Manufacturers Life Insurance Company (Manulife)

Travel Insurance is Underwritten by The Manufacturers Life Insurance Company (Manulife) and it’s fully owned subsidiary, First North American Insurance Company. Group Trip Cancellation benefits are underwritten by Allianz Global Risks US Insurance Company and administered by Allianz Global Assistance, which is a registered business name of AZGA Service Canada Inc. Manulife is not responsible for the availability or content of external websites. Manulife, Manulife & Stylized M Design, and Stylized M Design are trademarks of The Manufacturers Life Insurance Company and are used by it, and by its affiliates under license. © 2022 The Manufacturers Life Insurance Company. All rights reserved. PO Box 2580, STN B Montreal QC H3B 5C6.