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Are you wondering how to claim insurance in the state of emergency?

At Danfoth Insurance, we collaborate with multiple insurance providers to offer you the most competitive travel insurance rates, ensuring to cover your medical and travel emergencies while you’re away from home. Here are some brief guidelines for submitting a claim in the event of an emergency. For more details, please refer to the travel insurance policy documents you received at the time of purchase.


toll-free from the USA and Canada

Collect to Canada where available, from anywhere else in the world
Our Assistance Centre is ready to assist you 24 hours a day, each day of the year.

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  • Immediate access to the Assistance Centre is also available through the Manulife TravelAid mobile app. To download the app, visit: http://www.active- care.ca/en/travelaid/
  • Please note that if you do not call the Assistance Centre in a medical emergency and prior to receiving treatment, you will have to pay 20% of the eligible medical expenses we would normally pay under this policy (20% co-insurance). If it is medically impossible for you to call when the emergency happens, we ask that someone call on your behalf as soon as possible.
    For all other insurance coverage, you must call our Assistance Centre within forty-eight (48) hours of the cause of your claim.
  • Do not assume that someone will contact the Assistance Centre for you. It is your responsibility to verify that the Assistance Centre has been contacted. If you choose to pay eligible expenses directly to a health service provider without prior approval by the Assistance Centre, eligible expenses will be reimbursed to you based on the reasonable and customary charges that we would have paid directly to such provider. Medical charges that you
    pay may be higher than this amount. Therefore, you will be responsible for any difference between the amount you paid and the reasonable and customary charges reimbursed by us.


Visit https://manulife.acmtravel.ca to submit your claim online. For faster and easier submissions, have all your documents available in electronic format, such as a PDF or a JPEG. You may call the Assistance Centre directly to enquire about your claim status at: 1 855 297-4379 from 8:00AM to 8:00PM ET.
We need the following information when you submit your claim:

  1. original, itemized bills and invoices
  2. proof of payment by you (receipts)
  3. proof of payment from any other insurance plan
  4. applicable medical records, including:
    • complete diagnosis by the attending physician
    • documentation from the hospital that the treatment was appropriate
      and consistent with your diagnosis
    • documentation that states the treatment could not be delayed until you
      returned to your country of origin without adversely affecting your
      condition and quality of medical care
  5. a letter from the referring physician recommending treatment of a
    health-care practitioner under Insured Services benefit #3
  6. proof of travel, including your departure date and return date (airline ticket,
    passport or visa)
  7. copy of police report (in the case of a motor vehicle accident) h. your historical medical records, if we ask for them


Claims must be reported within thirty (30) days of occurrence of a claim arising under this contract. Your proof of claim must be sent to us within ninety (90) days of the date a claim has occurred or the service was provided.

Attach all documentation requested in the claim form, and send it to:
21st Century Visitors Claims
c/o Global Excel Management
P.O. Box 1237, Stn. A
Windsor, ON N9A 6P8 Canada


toll-free from the USA and Canada

Collect to Canada where available, from anywhere else in the world


Email assistance

Our Assistance Centre is ready to assist you 24 hours a day, each day of the year.


The insured person may designate a beneficiary for the Repatriation of Remains and Accidental Death & Dismemberment benefits to receive the amount payable for their death. In the absence of such designation, the beneficiary shall be the estate of the insured person. All other benefits are payable to the insured person.
The insured person is responsible for providing all the documents outlined below and for any charges levied for these documents. To file a claim, the insured person must submit:

    1. a fully completed Claim Form (provided by MSH Assistance upon notification of claim);
    2. all original itemized bills from the medical provider(s) stating the patient’s name, diagnosis,

all dates and type of treatment, and the name of the medical facility and/or physician;

  1. original prescription drug receipts (not cash receipts) from the pharmacist, physician or hospital showing the name of the prescribing physician, prescription number, name of preparation, date, quantity and total cost;
  2. a copy of your airfare ticket and passport confirming travel dates and entry into Canada.
    For side trips, proof of both departure from and return to Canada. The type of proof depends on whether you travelled via airline or car (for example, copies of airline tickets, itinerary, boarding passes, gas receipts, hotel receipts, meal receipts, toll highway receipts, original duty-free shop receipts);
  3. written proof of claim within 90 days of the date of receipt of services covered under this policy;
  4. additional information pertinent to the insured person’s claim, as may be required by MSH Assistance after receipt of the claim;
  5. the unused portion of the insured person’s air ticket to MSH Assistance, if the Emergency Transportation benefit is used.


From the USA and Canada

From Mexico

From anywhere else in the world (toll free number)


In the event of a medical emergency due to a medical condition which may require or result in hospitalization, contact us as soon as possible.

  1. Any notices of claim or correspondence concerning a claim should be promptly sent to: Claims at TuGo
    1200-6081 No. 3 Road Richmond, BC V6Y 2B2 Canada
  2. Claims for medical, dental and trip cancellation & trip interruption can be opened online at tugo.com/claims, although some restrictions apply.
  3. Any cost incurred to obtain documentation required to confirm eligibility of your claim, other than medical records requested by us is the responsibility of the claimant.
  4. To receive benefits, any requested supporting documentation must be provided by the claimant. Claim Forms will be provided to the claimant to complete and return to us. It is the claimant’s responsibility to complete and/or produce any documentation that we require to process and confirm the eligibility of the claim.
  5. All required documentation must be received within one year from the date of loss. Failure to do so will result in the denial of the claim.
  6. To qualify for reimbursement, itemized receipts must be provided as support for all eligible expenses. If itemized receipts are not provided, the expense will not be reimbursed.
  7. If the claim is the result of a death, the following documents are required:
    • A copy of the death certificate
    • A copy of the Will or Power of Attorney
    • A police report, if applicable

The claim forms must be signed by the Executor of Estate or the person who holds Power of Attorney.