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Frequently
Asked Questions
Why do you prefer to be contacted via the
online form?
The form is very helpful for initial contact, because it specifies what information
we require in order to provide you with relevant and detailed
information.
Important - It is in the traveller's best interest
to disclose his or her pre-existing medical conditions, especially when
the traveller is an elderly person. Withholding such key information may result
in the purchase of unsuitable coverage and cause dire consequences for the
insured.
Can you give me a price over the phone?
Definitely. But you still need to provide the basic information
including the traveller's date of birth and current health status in
order for the premium quote to be accurate and relevant. However, it
would allow us to serve you more effectively if you enquire through the
online form.
How long should I expect to wait before hearing from you?
Usually within the same business day if your enquiry is submitted before 5:00
PM, Pacific time. Enquiries sent in after 5:00 PM would normally be responded to before noon,
the next business day.
I submitted a request several days ago, but why am I still waiting for a
reply?
As stated on our main page, all online inquiries are responded to no
later than the next business day. If you are still waiting after 2 business
days, chances are the e-mail address you provided on the form was invalid or the server handling
your incoming e-mail experienced technical difficulty. To avoid such delay and frustration,
make sure the e-mail address entered on your form is correct and valid.
Leaving us a phone number may help if you live in Canada or the US. We
understand your concern over privacy but your account must be current if you
want to receive information through a free e-mail service provider. Our replies
to Hotmail accounts are frequently rejected due to reasons unclear to us.
Why should I deal with you?
Unlike an insurance company, we offer a broad selection of
products from different insurers. We take advantage of our
years of experience gained at Canada's major travel insurance
companies to shop the market on your behalf. Our goal is to match your
needs with the right product at the lowest possible price. We represent
probably all of Canada's leading travel insurers and our expertise is
second to none. It is also worth knowing that not all travel insurers
sell direct to consumers. For example, Canada's
largest travel insurer, RBC Travel Insurance
Company, distributes its products exclusively through
agents.
How do I know I am insured?
A policy will be issued and mailed to you as soon as your premium payment is
received. The document includes a confirmation/application page and a
policy booklet where you can find your policy number as well as
a toll free phone number for coverage verification and claims
filing. If your purchase is made with a credit card, the
transaction will show in your account statement. You will be
billed directly by the insurer, not the agent.
Can I cancel my policy?
Customer satisfaction is always our number one concern. To that end, we'll allow
you to cancel coverage free of any charge, as long as your request is made before the coverage takes effect.
For rules on cancellation after effective date, please refer to policy booklet.
Who pays my claim?
The insurance company does. We only act as their appointed agent. Most travel
insurance policies contain a claim form with detailed instructions. However,
please do not hesitate to contact us if you
feel we can be of any help.
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