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The information provided below applies to policy numbers starting with TIA or TIS.

Making a claim

Please note: Due to high volumes, wait times may be longer than usual when trying to reach us by phone. Rather than waiting on hold, you can start a claim online or by email, using the links below. Thank you for your patience and understanding.

There are a number of options for making a claim through BCAA Claims Assistance:

BCAA Guided Care

BCAA Claims Assistance is here to help during your medical emergency. Simply call BCAA Claims Assistance at the time of your emergency to be connected to the care that’s right for you. Whether you need to get a prescription filled or see a doctor, our claims team will find the best option for you so you can get back to enjoying your vacation. Depending on your personal situation, you may be given the following care options to see a doctor:

  • Virtually via video conference or on the phone
  • In-person where you're staying
  • At an urgent care facility
  • At the hospital emergency room

BCAA Guided Care is available on all BCAA Travel Emergency Medical Insurance policies purchased August 13, 2020 or later.

Review your coverage

Details of your BCAA Travel Insurance policy can be found in your policy wording at


Please review your declaration page to determine which coverages you chose when you purchased your policy. Details of each of your chosen coverages can be found in your policy wording which can be accessed at

Once you have submitted a claim, you should hear from a BCAA Claims Assistance team member. You may be required to provide more information before a claim decision can be reached.

The time it will take to process your claim depends on a few factors. For example, we might need follow up information from you or from your medical provider(s). The majority of our claims are resolved within 30 business days. BCAA Claims Assistance will work hard to resolve your claim as quickly as possible and keep you informed throughout the process.

You can check the status of your claim by calling BCAA Claims Assistance at one of the numbers above or emailing at

Although you do not need pre-approval for most covered medical benefits, we encourage you to get in touch with BCAA Claims Assistance before deciding on medical treatment. Experienced staff may be able to help you skip the emergency room and connect you with the appropriate care for your situation, including virtual or in-person doctor visits at your accommodation through BCAA Guided Care.

Some benefits, listed below, require pre-approval – please read your policy wording for more details about these benefits:

Medical Benefits that Require Pre-approval from BCAA Claims Assistance:

  • Emergency Air Transportation
  • Airfare to Return Home for Treatment
  • Medical Attendant
  • Return of Excess Baggage
  • Return of Travelling Companion
  • Return of Children/Grandchildren
  • Family Transportation
  • Remote Evacuation
  • Return of Vehicle
  • Domestic Services in Canada
  • Medical Follow-Up in Canada

We encourage you to get in touch with BCAA Claims Assistance before deciding on a medical provider. Experienced staff can help connect you with the appropriate care for your situation, including virtual or in-person doctor visits at your accommodation through BCAA Guided Care. However, we understand that emergencies can happen very quickly and that you may not always be able to contact BCAA Claims Assistance before choosing a medical provider. You are always free to get care from any medical provider you like. We may request to move you to a more appropriate medical facility for your situation, with your consent.

Definitely! BCAA Claims Assistance is here to help, any day, any time. Simply give us a call and we will suggest medical providers for you. Also, depending on your situation, BCAA Claims Assistance may be able to connect you with a doctor virtually or in-person where you’re staying through BCAA Guided Care so you can skip visiting a walk-in clinic or the emergency room.

Depending on your situation, you may be able to see a doctor or get a prescription filled virtually or in-person where you’re staying, in addition to traditional options like visiting a walk-in clinic or the emergency room. Just call BCAA Claims Assistance at the time of your medical emergency and we’ll connect you with that care that’s right for you through BCAA Guided Care.

BCAA Claims Assistance will pay your medical provider directly whenever possible, so you’re not out of pocket for your medical expenses.

To use the global toll-free service when you are travelling outside North America and Mexico, you must first dial the international access code from the list below to reach Canada, then enter our 11-digit toll-free number 800.464.71111. Please note that service is not available in all countries. If the country you are calling from is not in this list, please call us at 519.325.1567 directly and we’ll reimburse the call, or call us collect.

International Access Codes

Argentina 00 Japan 010
Luxembourg 00
00 Macau 00
Belarus 810 Malaysia  00 
Belgium  00 Netherlands 00
00 New Zealand 00
Norway 00
005 or 00 Philippines 00
Costa Rica
Poland 00
Portugal 00
Czech Republic
Singapore 001
Slovenia 00
South Africa 09 or00
00 or 990
South Korea 001 or 002 or 008
Spain 00
Germany 00 Sweden 00
Hong Kong
002 or 00 or 005 or 006 or 007 or 009
United Kingdom
00 or 014 Uruguay
Italy 00

Yes, we do. Simply call BCAA Claims Assistance at the time of your medical emergency and, depending on your situation, you may be able to be connected to a doctor over the phone or through video chat through BCAA Guided Care. A doctor may even be able to visit you where you’re staying.

Travel Insurance is sold through B.C.A.A. Holdings Ltd. dba BCAA Insurance Agency, a licensed insurance agent, and is underwritten by BCAA Insurance Corporation. The insurance transaction is between the customer and BCAA Insurance Corporation. BCAA Insurance Corporation and B.C.A.A. Holdings Ltd. are both subsidiaries of British Columbia Automobile Association, and B.C.A.A. Holdings Ltd. receives commission from BCAA Insurance Corporation for sales of Travel Insurance. Insurance claims are administered by Orion Travel Insurance, a division of Echelon Insurance, and its subcontractors, Active Care Management (2018) Inc. and Global Excel Management Inc.