Travel Insurance Claims and Service for RBC Clients Disclaimer 1

Whether you need emergency assistance or have a claims question, our goal is to provide professional, caring support.

RBC Insurance Company of Canada has appointed AZGA Service Canada Inc. (operating as “Allianz Global Assistance”) as the provider of all assistance and claims services.

24-Hour Worldwide Emergency Service

Receive emergency medical assistance day or night.

Toll-Free

Collect From Anywhere

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Note: If a medical emergency prevents you from calling before receiving treatment, we ask that you (or someone else on your behalf) call Allianz Global Assistance at the earliest opportunity.

Get Help Before or During Your Trip

Contact Allianz Global Assistance as soon as possible if you need to:

Emergency Medical Assistance

Travel the world knowing emergency travel and medical assistance is just a phone call away.

If you purchased your travel insurance directly from RBC Royal Bank call:

• Toll Free: 1-800-387-2487 (Canada and U.S.)
• Collect: (905) 816-2561 (collect from anywhere)

If you have travel insurance through your RBC Credit Card call:

• Toll Free: 1-800-533-2778 (Canada and U.S.)
• Collect: (905) 816-2581 (collect from anywhere)

Note: If a medical emergency prevents you from calling before receiving treatment, we ask that you (or someone else on your behalf) call Allianz Global Assistance at the earliest opportunity.

Email - If you are having trouble reaching our assistance provider, Allianz Global Assistance:

please email the information listed below to the Allianz Medical Team at CaseManagementCA@allianz-assistance.ca Disclaimer 1 :

• Your full name
• Your current location (city and country)
• How we can get in touch with you – phone number and/or email
• Other travelling companions who may require our assistance

(Note: Only messages related to medical emergencies will be responded to.)

• 1-888-298-6340 (Toll-free fax from Canada & U.S.)
• (905) 813-4719 (Fax from anywhere)

Cancel Your Trip

Call your travel agent, airline, tour operator or carrier to cancel your trip no later than one business day after the cause of cancellation–and then call Allianz Global Assistance.

View phone numbers

1-800-263-8944 (Toll-free from Canada & U.S.)

24 hours a day, 7 days a week

Extend Your Coverage

Most of our plans let you extend your coverage (subject to certain conditions of your certificate of insurance).

Extend coverage under a single trip plan

If you've purchased a single trip plan, the following conditions apply:

• If you have not had a medical condition (Definition opens in new window) during your trip or while covered under your certificate of insurance, you can request an extension before the expiry date of your original certificate of insurance by calling Allianz Global Assistance at 1-866-896-8172 .
• If you have had a medical condition (Definition opens in new window) during your trip and while covered under your certificate of insurance, you must request the extension before the expiry date of your original certificate of insurance by calling Allianz Global Assistance at 1-800-387-2487 toll-free from the U.S. and Canada, or (905) 816-2561 collect from anywhere in the world. Your extension is subject to the approval of Allianz Global Assistance.
• You must pay the required additional premium before the expiry date of your original certificate of insurance.
• If your coverage cannot be extended due to the trip duration limits of your certificate of insurance, you may be able to purchase a new certificate of insurance by calling Allianz Global Assistance.

Extend coverage under a multi-trip annual plan

If you've purchased a multi-trip annual plan, the following conditions apply:

You may purchase a top-up certificate of insurance for the additional number of days beyond the duration covered by your multi-trip annual plan as follows:

• Before your effective date, call Allianz Global Assistance at 1-866-896-8172 to purchase top-up coverage.
• After your effective date and if you have not had a medical condition (Definition opens in new window) during your trip, call Allianz Global Assistance at 1-866-896-8172 before the expiry date of your original certificate of insurance to purchase top-up coverage.
• After your effective date and if you have had a medical condition (Definition opens in new window) during your trip, Allianz Global Assistance before the expiry date of your original certificate of insurance to request approval for and to purchase top-up coverage. Please call 1-800-387-2487 toll-free from the U.S. and Canada, or (905) 816-2561 collect from anywhere in the world.
• The terms, conditions and exclusions of the new top-up certificate of insurance apply to you.
• You must pay the required top-up premium on or before the effective date of the top-up period.

Having the certificate of insurance number handy when you call will help Allianz Global Assistance give you faster service. If you can't find it, don't worry—they can still assist you.

Make a Travel Claim

RBC Insurance Company of Canada has appointed AZGA Service Canada Inc. (operating as “Allianz Global Assistance”) as the provider of all assistance and claims services. They can be contacted 24 hours a day 7 days a week. Knowledgeable claims and service advisors are available to help you.

Report a claim

Medical and Travel Emergency

View phone numbers

• 1-800-387-2487 (Toll-free from Canada & U.S.)
• (905) 816-2561 (Collect from anywhere)
• 1-888-298-6340 (Toll-free fax from Canada & U.S.)
• (905) 813-4719 (Fax from anywhere)
• Or email Allianz Global Assistance at: emergencyassistance@allianz-assistance.caDisclaimer 1

Note: If a medical emergency prevents you from calling before receiving treatment, we ask that you (or someone else on your behalf) call Allianz Global Assistance at the earliest opportunity.

Trip Cancellation

View phone numbers

Let us know you have cancelled your trip

Call your travel agent, airline, tour operator or carrier to cancel your trip no later than one business day after the cause of cancellation—and then call Allianz Global Assistance.

1-800-263-8944 (Toll-free from Canada & U.S.)

24 hours a day 7 days a week

How to Make a Claim

Online

Follow these steps to submit a claim online:

Note: If you are new to Online Insurance you will need to enrol (Opens new window) by completing our easy 4 step enrolment process in 4 easy steps. Please make sure to have all of your supporting documents and completed forms available when you open a claim online.

By Mail

Or, to make a claim by mail, please call Allianz Global Assistance at 1-800-387-2487 to obtain a claim form. Mail your completed and signed medical claim form, along with all necessary documents outlined below, to:

Allianz Global Assistance
PO Box 277
Waterloo, ON
N2J 4A4

Additional Claim information:

• Attach all original itemized bills and receipts to support your claim.
• Attach any medical records you may have been given at the time of treatment. For hospitalization claims, a complete copy of your medical records from the treating facility is required.
• For Multi-Trip Annual plans, attach proof of both departure from and return to your province of residence. The type of proof depends on whether you travelled via airline or car.
• For hospitalization claims, a complete copy of your medical records from the treating facility is required.

Please note: Depending on the claim, we may request more information.

• Call your travel agent, airline, tour operator or the carrier to cancel your trip (no later than one business day after the cause of cancellation).
• If you are cancelling because you, an immediate family member or travel companion are sick or injured, the physician who treated the sick or injured person on the date of the cause of cancellation must complete the Medical Information section of the claim form.
• If the medical condition is for yourself or your spouse, you will also need to provide your family physician’s clinical notes from the 90 days prior to your insurance application date up to the present date.
• Provide an itemized copy of your invoice, with a breakdown of the cost of your trip (i.e. airfare, hotels, taxes, service fees, other). You’ll need to provide proof of payment (Definition opens in new window) for each item.
• Attach original unused airline ticket(s) and any other original travel documents. If you received a refund from your travel agent or travel supplier, you’ll need to provide a copy of the statement or refund.
• If cancelling for non-medical reasons, you’ll need to provide substantiated evidence. This could be a copy of a subpoena for court/jury duty, a letter from your employer, a report from your airline/cruise, or a death certificate.

• If your trip is interrupted because you, an immediate family member or travel companion are sick or injured, the treating physician must complete the Medical Information section of the claim form. The physician who fills out the form must be the same one who treated the sick or injured person at your travel destination.
• Provide an itemized copy of your invoice, with a breakdown of the cost of your trip (i.e. airfare, hotels, taxes, service fees, other). You’ll need to provide proof of payment (Definition opens in new window) for each item.
• Attach original unused airline ticket(s) along with the new return tickets you purchased. If you paid a change fee, you’ll need to include the original receipts for this cost.
• If the interruption is due to non-medical reasons, you’ll need to provide substantiated evidence. This could be a copy of a subpoena for court/jury duty, a letter from your employer, a report from your airline/cruise, or a death certificate.
• If you have additional expenses as a result of one of the insured risks, you’ll need to provide original receipts for all additional costs such as hotel accommodations, meals, essential telephone calls, or taxi fares.

Check a Claim's Status or Get Help with a Claim

Call Allianz Global Assistance to check a claim's status or get help with a form.

• 1-800-263-8944 (Toll-free from Canada & U.S.)
  Mon-Fri: 8am-8pm ET
• Fax (905) 813-4701 (Toll-free from Canada & U.S.)

Travel Advisories and Weather Alerts

Before you pack your bags, make sure it's safe to visit your destination.

Travel Advisories

Weather Alerts

It’s important to confirm your travel arrangements and monitor weather conditions before departing on your trip. Airlines frequently allow changes to travel plans without a change fee. We suggest contacting your airline before heading to the airport to learn about potential delays and rescheduling options.

We offer coverage that helps protect you against carrier delays, missed connections and problems getting to the airport on time. However, you must purchase trip cancellation and interruption insurance (in a travel insurance package or stand-alone) prior to the time that a severe storm warning or watch is issued. Once a severe weather warning or watch has been forecasted, trip cancellation and interruption losses resulting from the storm are excluded from your coverage.

Claims and Emergencies FAQs

Have a question about making a claim or getting help during a travel emergency? Get the answers you need here.

If you have trip cancellation and interruption insurance and the emergency is covered, it will help pay for your expenses to return home. There are a number of circumstances that qualify as an emergency (for example, the death or serious illness of a family member). These circumstances, as well as terms and conditions, are described in the certificate of insurance.

Trip cancellation and interruption insurance also reimburses you for any cancellation penalties that a travel provider might charge (if you cancel a non-refundable airline ticket, for example).

Remember, in order to be reimbursed, you must call Allianz Global Assistance. You can call Allianz Global Assistance toll-free 24 hours a day, 7 days a week at 1-800-387-2487 from the U.S. and Canada or (905) 816-2561 collect from anywhere in the world.

If I have a medical emergency during my trip, should I call the emergency contact number first, before seeking medical treatment?

Yes, as soon as medically possible. There are several reasons to call the emergency contact number first:

• The multilingual representatives of Allianz Global Assistance are experienced experts in coordinating emergency care for travellers in foreign lands.
• They're available 24 hours a day, seven days a week.
• If you don't call Allianz Global Assistance first, your benefits may be reduced and your coverage may be limited. As stated in your certificate of insurance, if you do not contact Allianz Global Assistance at the time of your medical emergency or you choose to receive treatment from a medical service provider outside the Allianz Global Assistance network, you will be responsible for 30% of your medical expenses covered under your insurance and in excess of your medical expenses paid by your government health plan. You can call Allianz Global Assistance toll-free 24 hours a day, 7 days a week at 1-800-387-2487 from the U.S. and Canada or (905) 816-2561 collect from anywhere in the world.

What if my medical condition prevents me from calling before seeking emergency medical treatment during my trip?

Of course, obtaining urgent care in an emergency is your #1 priority—and our representatives are here to help at our toll-free emergency contact number. However, if your medical condition prevents you from calling before seeking emergency treatment, then you must call as soon as medically possible.

Someone else (a family member, friend, hospital or physician's office staff, etc.) may call on your behalf–so it's a very good idea to carry your RBC Insurance travel insurance wallet card with you at all times.

We want to do all we can to help you if you have an emergency—starting with reducing your stress level. If you need assistance call Allianz Global Assistance Toll-Free.

It's our goal to settle every claim as quickly as possible. While every claim is different, there are things you can do to speed things up:

• If you require emergency care on your trip, call our emergency contact number immediately, or at the earliest possible opportunity (someone else can call if you're unable to). If you do not, your coverage may be limited and your benefits could be reduced.
• If you need to cancel your trip prior to departing, call your travel agency, airline, tour company or the carrier immediately to cancel your trip no later than one business day after the cause of cancelation. Call Allianz Global Assistance the same day.
• For all claims, carefully read the instructions for submitting your claim. Make sure you fully complete any required claims forms and submit all required documentation at your earliest possible convenience. For example, you may need to provide Allianz Global Assistance with information on your past health history if you are submitting an emergency medical claim or a trip cancellation claim due to a medical condition.

The multilingual representatives of Allianz Global Assistance are ready 24 hours a day, seven days a week when you have a medical emergency. You can rely on them to refer you or (when medically appropriate) transfer you to one of the accredited medical service providers within the Allianz Global Assistance network, so you can receive the care you need as quickly as possible.

Because the representatives are multilingual and have 24-hour access to real-time translation services, they can provide the help you need in your own language—and also have someone to communicate on your behalf with medical personnel who may speak a different language.

Whenever possible, Allianz Global Assistance will also request for the medical service provider within the network to bill the covered medical expenses directly to them instead of you—reducing stress and hassle.

We will pay your eligible medical bills directly to the medical provider or hospital for you whenever possible.

No matter where in the world you are, we’ll be here for you. If you have an emergency, you can call Allianz Global Assistance toll-free 24 hours a day, 7 days a week at 1-800-387-2487 from the U.S. and Canada or (905) 816-2561 collect from anywhere in the world.

The documentation you need to provide will depend on the type of claim, the type of plan you purchased and the province/territory in which you live.

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