In a life-threatening emergency, call 911 first. Otherwise, call the insurer's 24/7 assistance number on the policy before getting treatment — they'll guide you to the right clinic or hospital and can often pay the provider directly. Keep every bill, receipt and medical report, and submit the claim form promptly (insurers commonly set deadlines such as 90 days).
The first hour
- Emergency? Call 911 or go to the nearest emergency department.
- Call the assistance line on the policy card — as soon as it's safe. Many policies reduce what they pay if the insurer isn't contacted before or soon after treatment.
- Show the policy number at the hospital or clinic so they can contact the insurer.
- Message Pankaj on WhatsApp (1-647-640-2222) so he can follow up.
Documents the insurer will ask for
- Completed claim form
- Itemized hospital and doctor bills
- Receipts for anything you paid
- Medical reports and diagnosis
- Prescription receipts
- Passport and entry stamp or travel proof
- Medical records from the home country (for some claims)
- Proof of payment for the policy
Direct billing vs. paying and claiming back
For larger emergencies, the assistance company usually arranges to pay the hospital directly. For smaller costs — a walk-in clinic or a prescription — you may pay first and send the receipts for reimbursement. Ask the assistance line which applies before paying.
Mistakes that delay or deny claims
- Not calling the assistance line.
- Wrong answers on the original medical questions.
- Treatment for a condition that wasn't stable or was excluded.
- Non-emergency or follow-up care that wasn't approved.
- Missing receipts or reports.
- Submitting after the deadline.
Written and reviewed by Pankaj Bhatia, PFA, CHSLicensed insurance advisor (ON, BC, AB, MB, SK, NB, NS) · 11 years in financial services · Published October 29, 2026 · Last updated October 29, 2026