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Easy tips to help your clients make a claim

Q: Where can I find claim forms to download for my clients?

A: Claim forms for emergency medical, trip cancellation and trip interruption can be found online at http://www.rbcinsurance.com/travel/travel-insurance-claims. If you need a baggage claim form, you must call Assured Assistance Inc. at 1-800-263-8944 and one will be provided to you.

Q: Why do my clients need to complete a claim form?

A: They need to fully complete a claim form so that we have the necessary information to settle the medical and out-of-pocket expenses covered by the benefits outlined in their policy.

Your clients will also need to provide their government health insurance plan information and specifics of any other insurance or credit card coverage so that we can coordinate benefits on their behalf with these insurance companies.

Q: Why do my clients need to provide other insurance coverage information and their credit card number?

A: Insurance companies work together to share claimed expenses by coordinating benefits. Some credit cards, as well as employee benefit plans, offer coverage for out-of-country medical care, trip cancellation/interruption or baggage expenses. By working together, it’s easier to contain expenses and keep premiums down.

Q: My clients submitted a claim because they had to cancel their trip. The claims department has told them to contact me for a portion of their refund. Why?

A: Your clients’ policy may cover the non-refundable portion of their trip cost. In some cases, a trip's terms and conditions state that the supplier (airline, tour operator) will refund a portion of the trip, depending on when it was cancelled. We may pay the value of the non-refundable prepaid portion of your clients’ travel arrangements, based on the date that they had cause to cancel their trip.

Q: My client submitted a claim and has been told that her physician needs to provide additional medical information. Why is this happening?

A: When your client has cancelled a trip because either she or her spouse was sick, we need to determine if the medical condition that caused the cancellation was stable during the 90 days before the effective date on the policy. We do this by looking into her medical history in the documents provided by your client’s family physician. This also allows the claims department to accurately process and finalize the claim.

Q: If my client’s luggage is delayed, why is it important for him to keep his original receipts?

A: Whether your client’s luggage is delayed, lost or damaged, the original receipts for the purchases of clothing and toiletries are required for reimbursement of these items.

If your client no longer has the receipt, other proof of ownership is required. For example, he could provide a warranty card, an owner’s manual or a picture of the lost or damaged item.

If no proof of ownership is available, the “List of Items Lost/Stolen” section on the claim form, which includes the date of purchase, the store where the item was purchased and the original cost, needs to be completed.