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Peakshield
FINANCIAL AGENCY
Emergency Help and Claims Guidance in One Place
Find insurer-specific emergency assistance contacts, understand the claims process, and learn what documents to keep if you experience a medical emergency while travelling.
Emergency Contacts
Claims Checklist
Provider Directory
Ontario Licensed
Emergency Assistance & Claims Contacts by Insurer
Use this directory as a starting point. Always confirm contact details using the client’s policy confirmation, wallet card, or official policy wording because numbers and procedures may vary by product and issue date.
21st Century
Phone: 1-800-567-0021
Address: 21st Century Travel Insurance c/o Active Care Management P.O. Box 1237, Stn. A Windsor, ON, N9A 6P8
Destination Canada
Phone: 1-800-663-0399 toll free Canada & USA
Address: Berkshire Hathaway Specialty c/o Global Excel Management 73 Queen Street Sherbrooke, QC, J1M 0C9
GMS
Phone: 1-800-459-6604 toll free
Address: Robin Assist Attention: Imaging Center 70 Talman Court Concord, ON L4K 4L5
Manulife
Phone: 1-877-878-0142 toll free
Address: Manulife Financial Travel Insurance c/o Active Care Management P.O. Box 1237 Stn. A Windsor, ON, N9A 6P8
RIMI
Phone: 1-833-366-0878
Address: Manulife Financial Travel Insurance c/o Active Care Management P.O. Box 1237 Stn. A Windsor, ON, N9A 6P8
Travelance
Phone: 1-833-370-8777 toll free
Email: claims@tridentassistance.com
Address: Manulife Financial Travel Insurance c/o Active Care Management P.O. Box 1237 Stn. A Windsor, ON, N9A 6P8
TruStone Health
Phone: 1-833-370-8777 toll free
Email: claims@tridentassistance.com
Address: Trident Global Assistance 21 Four Seasons Place Etobicoke, ON M9B 0A6
TuGo
Phone: 1-877-878-0142 toll free
Address: Claims at TuGo 1200-6081 No. 3 Road Richmond, BC, V6Y 2B2
How the Claims Process Works One Place
The exact process depends on the insurer, policy type, and claim circumstances, but most claims follow this general path.
Medical Incident
Unexpected sickness, injury, dental emergency, or travel disruption occurs
Contact Assistance
Call the insurer’s emergency assistance provider as soon as possible.
Receive Treatment
Follow instructions from medical providers and the assistance team.
Collect Documents
Keep invoices, receipts, medical reports, prescriptions, and travel proof.
Submit Claim
Send claim forms and supporting documents to the insurer or administrator.
Claim Review
The insurer reviews coverage, eligibility, policy exclusions, and documentation.
Follow Up
Respond quickly to requests for additional records or information.
Decision
The insurer communicates settlement, reimbursement, or claim decision.
Billing
Direct Billing
Direct billing means the medical provider bills the insurer or claims administrator directly. This may reduce out-of-pocket costs during larger claims. Important: Direct billing is not guaranteed and depends on the insurer, provider, location, claim type, and assistance approval.
Reimbursement
Reimbursement means the client pays the provider first and later submits eligible expenses for insurer review. This is common for smaller clinic visits, prescriptions, dental expenses, or where direct billing is unavailable.
Claims Checklist
Encourage users to download or save this checklist before travelling. The developer should convert this into a downloadable PDF.
Claims by Situation
Use expandable cards on the live website so users can quickly find the scenario that applies to them.
| Claim Type | What to Keep | Important Note |
|---|---|---|
| Hospital Admission | Hospital records, diagnosis, invoices, discharge summary. | Contact assistance immediately or as required by policy. |
| Emergency Room Visit | ER record, invoice, physician notes, receipts. | Keep all itemized bills and medical notes. |
| Prescription Medication | Prescription, pharmacy receipt, medication details. | Medication usually must relate to a covered emergency. |
| Ambulance | Ambulance invoice and medical report. | Coverage depends on medical necessity and policy wording. |
| Emergency Dental | Dental report, invoice, receipt, accident description. | Different limits may apply for accident vs pain relief. |
| Trip Cancellation / Interruption | Booking confirmation, cancellation proof, receipts, reason documentation. | Only applies where the selected policy includes this coverage. |
How the Claims Process Works
This section helps prevent avoidable mistakes before they happen.
Assistance Not Contacted
Some policies require the assistance provider to be contacted before or soon after treatment.
Missing Documents
Incomplete invoices, missing receipts, or missing medical reports can delay review
Late Submission
Claims submitted after deadlines may require additional review or may be denied.
Pre-Existing Review
The insurer may review whether the condition met stability requirements.
Routine Treatment
Most travel medical policies are for emergencies, not routine or elective care.
Policy Exclusions
Excluded activities, undisclosed conditions, or ineligible expenses may not be covered.
PeakShield’s Role During Claims
PeakShield can guide clients to the correct insurer process, but claims are reviewed and decided by the insurer or claims administrator.
We Can Help Explain
Some policies require the assistance provider to be contacted before or soon after treatment.
We Cannot Approve Claims
Incomplete invoices, missing receipts, or missing medical reports can delay review.
We Can Help Explain
Understand claim steps, emergency assistance rules, and required documents before travelling.