What you should know and expect when travelling outside Canada

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 be prepared. Do your research, plan ahead, and learn as much as you can about your destination. Check the Government of Canada travel advice and advisories while planning. Then, check again just before you leave.

Prepare for your trip

1. Add your benefits card to your digital wallet.

To find your benefits card on the app:

1. Sign in to your benefits plan on the Manulife Mobile app.
2. On the home screen, scroll down until you find an item titled Benefits card.
3. To add it to your digital wallet, click on the button on the bottom right of the screen that reads Add to WalletPasses or Add to Apple wallet.

To find your benefits card on the plan member site:

1. Sign in to your benefits plan on the plan member site.
2. Under the Coverage tab, click Your Benefits.
3. Click My Benefits Card and your card will appear in another window. You can print or download the card from there.

2. Keep all travel assistance phone numbers with you while travelling. The travel assistance phone numbers are located on your benefits card.

In case of an emergency, know how to make local calls and calls to Canada while travelling internationally (use a landline when possible).  For more details, please refer to the Calling section below.

3. Download the Global Excel Management (GEM) TravelAID app for iPhone and Android. Through the app you can:

• access the direct link for immediate, 24/7 medical assistance
• start a claim
• find travel tips for Canadians and visitors to Canada
• locate a doctor (GPS enabled)
• use the international 911 lookup to find emergency phone numbers in other countries

4. If you need to carry proof of coverage, contact Manulife’s customer service centre using the number on your benefits card. We’ll send you a letter or email to confirm that you have out-of-country travel health insurance through your benefits plan. Carry this letter and your benefits card with you when travelling.

5. Find out as much as you can about the places you’re travelling to. Be aware of any:

• health risks
• entry requirements such as vaccine requirements, quarantine, weather warnings (ie. hurricanes), etc.
• political or civil unrest
• 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 the travel advisories for the countries you will be visiting. Do this before you book your trip and before you travel.

6. Before you book your trip, visit these websites:

Global Affairs Canada

Transport Canada

On these sites, you will find information on:

• local currency/exchange rates
• visa requirements
• vaccinations/inoculations
• health risks, etc.
• requirements to provide proof of out-of-country travel health insurance

7. Travel insurance doesn’t cover everything. 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 situations.¹

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

8. Ensure you have enough of your routine medications and carry each in its original packaging.

While you’re travelling

What to do if you require medical attention

If you require medical care while travelling, it is critical that you contact GEM before seeking treatment. Their caring and experienced in-house medical team will be ready to help you 24/7. Emergency assistance specialists will guide you to the most optimal health care solution based on your condition and location, arrange payment on your behalf whenever possible^{1, 2}, and share important information and next steps related to your claim.

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

The emergency travel specialist 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: You will be asked to provide personal and policy information at the time of opening a case. Here are a few things the emergency travel specialist will ask:

• details about the incident and the type of assistance you require
• your full name, group plan number, plan member certificate number, and 4-digit group number – all found on your benefits card
• you or your eligible dependant’s name and confirmation of provincial health insurance coverage
• details about you, your symptoms, and your location to provide guidance on next steps and identify the appropriate care for your situation

If asked to pay up front

Call GEM immediately. They will attempt to arrange direct billing with the medical provider so you’re not out of pocket.^{1, 2} Acceptance of billing information is solely at the discretion of the medical provider, so at times you may be required to provide payment up-front. Ensure you obtain an itemized invoice and medical records for your claim submission.

Do not surrender your passport

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

About your coverage²

Moreover, while travelling outside of your province of residence, you may be 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 before the due date (check benefits booklet to confirm) 

Note: It is important to remember that valid Government Health Insurance Plan (GHIP) coverage is required for you and your eligible dependants. Moreover, a medical emergency ends when you or your eligible dependant is considered medically stable enough to return to their home province or territory for further treatment, if needed. In such instance, GEM may offer to repatriate you or your eligible dependant back to their home province or territory for further treatment. If you choose not to return home for treatment (when GEM offers to arrange it), your coverage may be reduced.

Additionally, it’s important to be aware that the quality and availability of medical care can vary from one country to another. Emergency travel assistance may not be available in all regions, particularly in areas affected by war, political unrest, or other conditions that prevent service delivery.

Medical records: Depending on the nature of the incident, medical records from your Canadian medical provider(s) may be required, as well as from the medical provider who provided treatment 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 and start the claims process, you’ll be sent the required forms. As soon as these forms are received, we can begin to collect the information necessary to process your claim.

Collection notices: Sometimes medical providers involve collection agencies to recover overdue payments. Call GEM immediately if you receive a call or collection notice related to your out-of-country emergency claim. We will work directly with the medical provider or collection agent to resolve the issue.^{1, 2}

Claims portal - An easier way to submit your claims.

Did you know you can complete the necessary details to file your travel claim on the claims portal instead of using a traditional claim form? Also, if you were not able to contact GEM at the time of your emergency and you paid out of pocket expenses, you’ll be able to submit your claim online. The claims portal will allow you to submit your claim digitally, upload documents, and track the status of your claim directly online.

Calling

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 us 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

For more tips on international calling, check this dialing guide.

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 GEM, please dial the Canada/USA 1-800 number, or call collect.⁵ If you are planning to take your cell phone out of the country, please ensure your phone is set-up to do so before you travel, including enabling roaming. This preparation will prevent possible issues when you are trying to use your cell phone during an emergency. Contact your cellular provider for more guidance (before you travel). Landlines are a reliable option. See below for more information.

• Certain destinations prevent outbound collect calls, such as Cuba and international cruises. If you need to contact GEM from a location where you are unable to access the toll-free number, dial direct: 1 519 741-8450. You can ask GEM to call you back to minimize your out of pocket costs. You will be reimbursed for telephone charges incurred, excluding roaming charges.
• Toll-free from Mexico: 800-800-1448.
• UITF: Country code + 800 9221-9221. 
• The UITF number is an 11-digit number with the middle set of numbers comprised of 4-digits, rather than the 3-digit North American format.⁴ 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 to find country codes before you leave.

• passport (original and photo)
• benefits card (download it)
• provincial health insurance card (original and photo)
• proof of out-of-country travel health insurance if needed
• Travel assistance toll-free/collect call numbers

Get more health from your benefits.

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.

² All plans are subject to specific limits and maximums, which apply to the duration of travel (trip limit) and to the amount of the plan’s benefit coverage. To confirm which services you are eligible for, and to ensure you are sufficiently insured for your trip, 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, and you do not have appointments or tests planned after your return home. Getting medical pre-approval for a test, procedure, or surgery does not guarantee that it will be covered. It only means the treatment is considered medically necessary and cannot wait until you return home. Whether it will be paid for under your benefits plan will be decided later, during the claims process, after all medical records and documents have been reviewed.

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, you should continue to use the collect number provided on your benefits card.

⁵ The reliability or quality of phone lines outside Canada are not guaranteed. When possible, using a landline is a great option, as the connection tends to be rather stable and reliable.

Learn more about Manulife travel insurance.

The Manufacturers Life Insurance Company (Manulife).

^{* Toll-free for calls from local land lines and local SIM mobile phones. Otherwise, connection charges may apply.}

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