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Travel Insurance assistance and claims

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A comprehensive assistance service that meets CAA-Quebec’s highest quality standards.
File a claim

Get help during your trip

A large team of travel assistance agents is always ready to help when you have a problem or question. Our agents speak English and French, and can even put you in contact with interpreters in a number of languages.  

Call 24 hours a day from anywhere in the world. You can request help concerning a medical condition, trip cancellation or interruption, or lost or stolen baggage (depending on which insurance you’ve chosen). 

Select the number corresponding to the country you are in. 

  • Canada or the U.S.: 1-866-580-2999 

  • Australia: 0011 800 8877 9000 

  • Costa Rica: 00 800 8877 9000 

  • Dominican Republic: 1-800-203-9652 

  • Jamaica: 1-800-204-0004 

  • Mexico: 001 800 514 2999 

  • New Zealand: 00 800 8877 9000 

  • South Africa: 00 800 8877 9000 

  • Thailand: 001 800 8877 9000 

  • United Kingdom: 00 800 8877 9000 

  • Anywhere else (call collect): 1-519-251-5179 

Send an email if you cannot call.

File a claim

Have you received assistance and now wish to request reimbursement? File your claim online for a faster follow-up. All medical bills or proof of travel cancellation (airline, cruise tickets, etc.) are required before your claim can be processed. 

Filing a claim 

If you prefer, you can also submit your file opening request by email, and CAA Assistance will send you the forms as well as tell you what the insurer will need.  

CAA Assistance: orionassistance@globalexcel.com 

What is the waiting period for a reimbursement on a travel insurance claim? 

The insurer has up to 60 days to analyze and process your request. You can review the status of your claim online at any time. Refer to your contract to learn about limitations and exclusions. 

See all that travel assistance can do for you

Travel assistance comes in handy for health problems, plus it’s useful in a wide range of other situations, too. 

  • Telemedicine for minor health problems (virtual or bedside visit by a doctor) 

  • Recommendations on trustworthy clinics 

  • Payment agreements for care 

  • Organization of repatriation

  • Coordination of your children’s return home during hospitalization  

  • Return home of your pet during repatriation 

  • Coordination of transportation for a loved one to come to your bedside in the event of hospitalization 

  • Information on necessary vaccines 

  • Advice if your passport or other documents are stolen 

  • Advice on the geopolitical situation at your destination 

  • And much more!

3 key things to remember about travel assistance

  1. Keep the contact information for your assistance services helpdesk with you throughout your trip. 

  2. Always contact your travel assistance services as soon as possible, especially in the event of a medical problem. 

  3. Keep all documents related to medical appointments. 

Read the full advice

Notes and conditions

Travel assistance services are provided by Global Excel, which was founded in 1993 and is based in Quebec. The services are accessible from anywhere in the world. Telemedicine (videoconferencing) and doctors’ visits to accommodations are offered for minor problems and are subject to availability. 

 CAA‑Québec Assurances refers to Cabinet en assurance de personnes CAA‑Québec, firm in insurance of persons. The travel insurance products offered to CAA‑Quebec members and to the clients of its affiliates in Quebec under the name Assurance voyage CAA‑Québec are underwritten by Echelon Insurance doing business under the name Orion Travel Insurance and distributed by Cabinet en assurance de personnes CAA‑Québec. They are also offered by Voyages CAA‑Québec as part of its travel agency activities.