| Q: |
How long will it take to process my claim? |
| A: |
This depends on the nature of your claim, as every claim is unique.
In many cases, OneWorld Assist must coordinate with a number of different participants
to resolve your claim. The more parties involved, the longer it may take, but rest
assured we will process your claim as quickly as possible.
On your behalf, we coordinate with:
- Your Attending Physician (out-of-province)
- Family Physician (at-home)
- Other Providers (Chiropractor, Dentist)
- Travel Agents & Tour Operators
- Airlines
- Rental Car & Transportation Companies
- Automobile Insurance Provider
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| Q: |
Why are there so many forms? |
| A: |
OneWorld Assist provides all necessary paperwork, so you don’t have to track down forms
yourself—saving you valuable time in the end! On your behalf, we coordinate with the following participants
who require information about your claim:
- The Underwriter of your policy requires a claim form, completed by you, that confirms you
submitted a claim. The underwriter also requires original documents, so your claim can be fairly and
accurately assessed. The decision to pay or decline your claim will be based in part on this information.
- Your Provincial Government Healthcare 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 (Employment/Retirement Healthcare Plan, Credit Cards, University Healthcare
Insurance Plan, etc.) require an Assignment of Payment to participate in the payment of your claim.
By coordinating with other insurers, to whom you may have already paid a premium, we ensure your travel
insurance premiums remain low.
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| Q: |
Do I need to fill out each form that is sent to me? |
| A: |
Yes. Each form must be completed in full, regardless of the amount of your claim. Incomplete information may result in a delay. |
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| Q: |
Can I submit a copy, instead of an original bill? |
| A: |
No. We do require original, itemized bills. We suggest you keep a copy for your records. |
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| Q: |
Who signs the Medical Authority section of my medical or dental claim form, and why is it required? |
| A: |
If you are the claimant, and over the age of 19, then you must sign this section of the
claim form. If the claimant is a minor, the legal guardian must sign this section.
To coordinate your benefits with your provincial government healthcare plan, the Ministry requires this
Authority. This Authority is also required if it is necessary to request medical information in order to
fairly and accurately evaluate your claim. If this section is not signed, you will experience a delay in
the processing of your claim. |
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| Q: |
Why do you need my employer/retirement/other insurance information? |
| A: |
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 and these benefits frequently continue during retirement.
Since travel insurance is excess to any similar insurance coverage you may have, you are required to provide
this information.
If you (or your spouse) do not have an extended healthcare plan, or any benefits available through another
travel insurance plan, travel supplier or credit card, you must sign to warrant this where indicated.
Your claim will be delayed if the above information is not provided. |
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| Q: |
Who needs to fill in the Assignment of Payment section? |
| A: |
If you have other insurance in addition to your travel insurance policy (Pacific Blue Cross,
Great West Life, credit card coverage, etc.), you must complete the Assignment of Payment. This section must
be signed by the primary policyholder of that plan. |
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| Q: |
I live in Alberta, BC, Ontario, Quebec or Saskatchewan. Why do I need to fill out the assignment,
authorization and/or release form(s) for my provincial health insurance plan? |
| A: |
OneWorld Assist has unique contracts with these provincial government healthcare plans that
allow us to prepay their portion of your eligible medical expenses. They require the completion of this form for
medical claims. 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.
Please note: The “Assignment Effective Dates” are the coverage dates of your travel insurance policy.
For BC, SK and AB: Schedule A and Schedule B must both be completed in full, and signed for BC and SK residents.
Schedule A must be witnessed by someone over the age of 19 (this can be a family member); for AB residents,
the same applies to the bottom section of the form for Alberta Health and Wellness. |
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| Q: |
What if I live in a province or territory not listed in the question above? |
| A: |
OneWorld Assist will forward your original bills to your provincial or territorial government
healthcare plan on your behalf. However, we are unable to reimburse our portion of these expenses until their
share has been paid. Once you have received confirmation from them regarding their settlement amount, please
contact OneWorld Assist so we can process the balance of your claim. |
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| Q: |
Do I need to complete the Out-of-Country Claim Form for the Medical Service Plan (MSP) of BC? |
| A: |
If you are a BC resident, and were hospitalized outside the province, MSP requires this additional
form. You need only complete Section A. OneWorld Assist will complete the rest on your behalf. |
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| Q: |
How long do I have to send in all my forms? What is the deadline? |
| A: |
Forms should be returned to OneWorld Assist within 60 days of the date your claim was opened.
Because we coordinate with your provincial government healthcare plan, on your behalf, failure to return your
completed claim forms within 60 days of the treatment/loss date may limit your reimbursement amount. One year
after the treatment/loss date, your claim will be permanently closed. |
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| Q: |
Should I review my claims documentation before submitting to OneWorld Assist? |
| A: |
Yes. Before returning forms to OneWorld Assist, please review them carefully to ensure each
is fully completed. Be sure the forms (and sections) requiring your signature are signed.
There will be a delay in the processing of your claim if any information is missing or if all forms have not
been signed as required. |
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| Q: |
What if my bills are in a foreign language? |
| A: |
Don't worry. OneWorld Assist will translate for you, so please provide all the original documentation
you have. If you, or a family member, prefer to translate the bills before sending, you are welcome to do so. |
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| Q: |
What should I do if I receive a bill/statement after I've submitted my claim forms? |
| A: |
Many US medical providers send automatic statements every 30 days to you, without informing OneWorld Assist.
Should you receive an additional bill or statement showing an outstanding balance, please contact us and we will
resolve this issue on your behalf. |
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| Q: |
I still have questions about my claim or the claims process, what can I do? |
| A: |
If you have questions regarding your claim or the claims process, please contact us toll-free from
Canada and the US at 1 800 663 0399. Or call collect (from anywhere in the world) at 604 278 4108. |
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