| Q: |
Why do I have to fill out so many forms? |
| A: |
Many of the participants below require information about your claim:
- The underwriter of your policy requires that OneWorld Assist has a claim form completed by you on file confirming you submitted a claim. The insurer or 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 health care plan requires certain forms to be completed and returned to them. Completion and return of these forms helps expedite 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.
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| Q: |
Do I need to fill out each form that is sent to me? |
| A: |
Yes. Each form must be fully completed regardless of the amount of your claim. If the information is incomplete, there will be a delay in the processing of your claim. |
| Q: |
Can I submit a duplicate or photocopy, instead of an original bill, for the processing of my claim? |
| A: |
No. All provincial government health care plans require original bills. We suggest you keep a copy for your own records. |
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| Q: |
I live in Alberta, BC, Ontario, Quebec or Saskatchewan. Why do I need to fill out the government health insurance plan authorization and release form? |
| A: |
OneWorld Assist has unique contracts with some provincial government health care 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: Schedule A and Schedule B for Alberta, BC 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). |
| Q: |
Why do you require my employer and/or retirement information for my medical claim? |
| 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. 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. |
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| Q: |
Who needs to fill in the Assignment of Payment
Form? |
| A: |
If you have an extended health plan in addition to your travel insurance policy (i.e. Pacific Blue Cross, Great West Life, etc.), you must complete the Assignment of Payment Form. This form must be signed by the primary policyholder of that plan and must be witnessed by someone over the age of 19 (this can be a family member).
If you do not have an extended benefits plan, please write Not Applicable and advise us of the name of your present or last employer. Your claim will be delayed if your employer’s name is not listed.
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| Q: |
Who signs the Medical Authority section of the Excess Hospital - Medical Claim Form, and why is it required? |
| A: |
If the claimant is the patient, then the claimant must sign this form. If the claimant is a minor, the legal guardian must sign the form.
When coordinating your benefits with your provincial government health care 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 the form is not signed, you will experience a delay in the processing of your claim.
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| Q: |
Who fills out the Certificate of Canadian Physician? |
| A: |
If this form is included in your claim packet, it must be completed by your most recent family doctor, no matter when your last visit was. This information is necessary for us to fairly and accurately evaluate your claim. |
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| Q: |
Where do I send the Certificate of Canadian Physician? |
| A: |
Send this certificate to your family physician with a request that they complete the form. You or your family physician may return it via mail to OneWorld Assist. |
| Q: |
Do I need to complete the Out-of-Country Claim Form for the Medical Services Plan of BC (MSP)? |
| A: |
If you are a BC resident and if you 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: |
What if my bills are in a foreign language? |
| A: |
OneWorld Assist can translate all documentation.
Please provide all documentation you have. If you or a
family member prefer to translate the bills before sending
them to us, you are welcome to do so as it could speed
up the processing of your claim. |
| Q: |
Where do I send duplicate bills or other communications regarding my claim? |
| A: |
Send them to OneWorld Assist as soon as you can. |
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| Q: |
Should I review my claims documentation before submitting it 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 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.
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| Q: |
I 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 worldwide collect at 604 278 4108. |
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