FAQ
Billing & Payments
May I submit a duplicate or photocopy instead of an original bill for the processing of my claim?
No, we require the original invoices. We suggest you keep a copy for your records.
Due to variation in health billing systems between countries, you may receive invoices or reminder notices directly from the health provider. Should you receive any such correspondence please copy for your records and forward the originals to Active Care Management upon receipt.
What if my bills are in a foreign language?
ACM can translate all documentation. Please provide all documentation you have. If you or a family member prefers to translate the bills before sending them to us, you are welcome to do so.
I paid in American money and the cheque I received does not equal the amount I paid.
The payment is calculated using the Bank of Canada’s average exchange rate on the date of incident. If you send proof of the exchange rate you were charged – such as a copy of your credit card statement – when you submit your claim, we are able to pay out your claim using the same exchange rate.
Will the hospital be paid directly for my medical treatment or do I have to pay them myself?
As long as we have received the invoice for the hospital service and you did not pay out of pocket, our payment will go directly to the hospital. If you wish to pay the hospital before the case review is completed, we will require an original receipt as proof of payment for reimbursement.
Due to variation in health billing systems between countries, you may receive invoices or reminder notices directly from the health provider. Should you receive any such correspondence please make a copy for your records and forward the originals to ACM.
I received a hospital bill - what do I do?
Due to variation in health billing systems between countries, you may receive invoices or reminder notices directly from the health provider. Should you receive any such correspondence please make a copy for your records and forward the originals to ACM upon receipt.
Claims
What do I need to submit in order to file a claim?
Submit the completed claim forms along with any original invoices and/or receipts for out of pocket expenses for reimbursement. Also, please submit any medical documentation from the treating facility. If you have an annual plan, we require proof of your departure date from your home province. Visitors to Canada should enclose proof of arrival date in Canada.
Please remember to make a copy for your records and send ACM all originals.
Where do I send duplicate bills or other communication regarding my claim?
Send them to ACM as soon as you can.
ACTIVE CARE MANAGEMENT
PO BOX 1237 STN A
WINDSOR, ON N9A 6P8
CANADA
I want to send my claim kit by registered mail. Where do I mail it?
Please contact ACM at 1-855-297-4372
My spouse and I received our Trip Cancellation claim kit in the mail (exactly the same), however we cancelled the trip because my spouse was sick, not me. Should I be filling out a different claim kit than my spouse?
No, we only have one standard claim kit for Trip Cancellation. Complete all sections of the claim kit. Because it was your spouse who was ill, be sure your spouse’s physician completes Section C ‘Physician’s Statement’ of your spouse’s claim kit and in your claim kit, write ‘please refer to case #’ and list your spouse’s claim number.
How long will it take to process my claim?
It is our goal to process eligible claims in a prompt manner. What can help smooth the process?
- Receiving medical information from your treating or family physician in a timely fashion
- Completed claim form and/or all supporting documentation
- Timely receipt of mail from medical providers (i.e. doctors, hospitals)
Can I contact you about these forms or about a claim form I've already sent?
ACM can be reached at the following:
1-855-297-4372 (North America toll free)
877-432-9226 (North America toll free fax)
519-251-5165 (Local fax)
ACTIVE CARE MANAGEMENT
PO BOX 1237 STN A
WINDSOR, ON N9A 6P8
CANADA
When you call, we’ll need the following information from you:
- Case or policy number
- Name
- Date of birth
- Telephone number
Note: Family members calling on behalf of clients must verify their relationship with client and obtain written or verbal authorization from the client to speak for the family member.
Contacting ACM
Can I contact you about these forms or about a claim form I've already sent?
ACM can be reached at the following:
1-855-297-4372 (North America toll free)
877-432-9226 (North America toll free fax)
519-251-5165 (Local fax)
ACTIVE CARE MANAGEMENT
PO BOX 1237 STN A
WINDSOR, ON N9A 6P8
CANADA
When you call, we’ll need the following information from you:
- Case or policy number
- Name
- Date of birth
- Telephone number
Note: Family members calling on behalf of clients must verify their relationship with client and obtain written or verbal authorization from the client to speak for the family member.
Forms & Documentation
Why do I have to fill out so many forms?
The various parties listed below require information about your claim:
- The insurer of your policy requires that we (ACM) have a claim form completed by you on file to confirm that you submitted a claim. The insurer also requires original documents so your claim can be fairly and accurately assessed. The decision to pay or decline your claim is based in part on this information.
- Your provincial government health plan requires certain forms to be completed and returned to them. Completion and return of these forms helps expedite the processing of your medical claim.
- Other insurers require an Assignment of Payment Form to participate in the payment of your claim. Participation in the payment of claims by other insurers (i.e. extended health benefit plans or life insurers) to whom you have already paid a premium helps keep your travel insurance premiums from rising.
Do I need to fill out each form that is sent to me?
Yes. Each form must be completed in full regardless of the amount of your claim. If the information is incomplete, there will be a delay in processing your claim as we will send the incomplete forms back to you for completion.
Why do I need to fill out the government health insurance plan authorization and release form?
The plans outlined in your policy are second payer coverage. Your provincial government is your primary insurer when you travel out of country. Rather than have you submit your bills to the government first and wait for payment to submit the remaining balance to ACM, we make the medical payments in advance on your behalf, as ACM has unique contracts with some provincial government health care plans that allow us to prepay their portion of your eligible medical expenses. In order for us to prepay the provincial portion, you must sign and complete these forms in their entirety. This helps us process your claim more quickly.
Note: Schedule A and Schedule B for Alberta, British Columbia and Saskatchewan must both be completed in full, and both must be signed. Schedule A must be witnessed by someone over the age of 19 (this can be a family member).
Why do you require my employer and/or retirement information for my medical claim?
In order to keep your travel insurance premiums as low as possible, it is necessary to share the cost of your claim with other insurers to whom a premium may have been paid. Employers often provide extended health benefits to their employees. These benefits frequently continue during retirement. Since travel insurance is secondary to any similar insurance coverage you may have, you are required to provide this information.
Why do I need to send Proof of Travel? The medical bills should be evidence that I was not in Canada.
For annual plans, coverage starts upon departure from your home province for limited number of days. We require proof of the date client departed for this reason.
Can I contact you about these forms or about a claim form I've already sent?
ACM can be reached at the following:
1-855-297-4372 (North America toll free)
877-432-9226 (North America toll free fax)
519-251-5165 (Local fax)
ACTIVE CARE MANAGEMENT
PO BOX 1237 STN A
WINDSOR, ON N9A 6P8
CANADA
When you call, we’ll need the following information from you:
- Case or policy number
- Name
- Date of birth
- Telephone number
Note: Family members calling on behalf of clients must verify their relationship with client and obtain written or verbal authorization from the client to speak for the family member.
