How to file a travel insurance claim: a step-by-step guide

CIBC Travel Insurance is designed to provide you with confidence when you're away from home, offering protection against unexpected events that can disrupt your trip. Whether it's a medical emergency, trip cancellation or lost luggage, knowing how to file a travel insurance claim is essential. In this article, we'll walk you through the process, answer common questions and help ensure a smooth experience.

If you find yourself in a situation where you need to make a claim, the first step is to contact CIBC’s travel insurance administrator, Allianz Global Assistance (Allianz) as soon as possible. This initial contact is crucial to understand the specific requirements and procedures for your policy.

Start the claims process as soon as you encounter an issue that may require reimbursement. Prompt action is important, as CIBC Travel Insurance policies require that claimants notify Allianz of their claim within 30 days of the incident.

Filing a CIBC Travel Insurance claim typically involves the following steps:

Contact Allianz: Reach out to Allianz at 1-800-281-9109 Opens your phone app. to notify them of the incident. They will provide guidance on the next steps and any specific forms you need to complete.

• Medical claims: For claims related to a medical emergency, travellers should contact Allianz before seeking treatment. For more details on what to do if you experience a medical emergency during your trip, how to reach Allianz and more, check out what to in a medical emergency while travelling.

Upon opening a medical claim over the phone, you can transfer your claim to the Allianz Claims Portal Opens a dialog.. Once there, you can complete your claim submission online (including uploading any required documentation). Alternatively, you may also submit documentation to Allianz via mail or e-mail.

• Non-medical claims: For non-medical claims like trip cancellation, interruption or lost luggage, you can submit your claim directly on the secure Claims Portal Opens a dialog. for quicker processing.

You also have the option to open a claim by phone for these non-medical benefits. When opening a claim by phone, you can choose to either receive a copy of the claim form by email or mail, which you will be required to complete and submit to Allianz along with copies of any required documentation to support your claim.

Complete the claim form: Fill out the claim form provided (whether online via the Claims Portal Opens a dialog. or in paper format). Ensure all information is accurate and complete to avoid delays. Please note that your completed claim form must be submitted to Allianz within 90 days of occurrence.

Gather necessary documentation: Collect all relevant documents to support your claim. Depending on your type of claim, required documentation may include original receipts, medical reports, a letter from your physician, police reports or proof of travel arrangements. If you are unsure about what documentation is required for your specific situation, contact Allianz for guidance.

Submit your claim: For non-medical claims, we encourage you to submit your claim via the Claims Portal Opens a dialog. for faster processing. Alternatively, you can request a paper claim form via mail or email, which can be completed and sent back to Allianz along with the requested supporting documents.

The documentation required depends on the type of claim. Common documents may include but are not limited to:

• Medical claims: Medical reports, original hospital bills, receipts for any medical expenses incurred and proof of departure.
• Trip cancellation and interruption: Proof of travel arrangements, receipts for prepaid expenses and documentation of the reason for cancellation (i.e. letter from your physician, medical certificate, airline cancellation notice, etc.).
• Lost or delayed baggage: Itemized list detailing lost items including proof of ownership (receipts, credit card statements), receipts for essential items purchased due to baggage delay, baggage claim reports, and airline correspondence.

If you purchased a CIBC Travel Insurance policy, you can find more details on required documentation for claims under the “Claims Procedures” section in your policy.

The time it takes to process a claim and receive reimbursement can vary. Generally, Allianz aims to process claims within 30 days. However, complex claims may take longer. To help expedite the process, ensure all forms are completed accurately and all required documents are provided on the first submission.

Once your claim is approved, reimbursement will be issued either by Electronic Funds Transfer (such as an Interac e-Transfer® or direct deposit) or by cheque mailed to your address.

By following these steps and guidelines, you can navigate the travel insurance claims process with confidence. Remember, help is available at 1-800-281-9109 Opens your phone app. if you have any questions or concerns. Safe travels!