Frequently asked questions

Log in to your Customer Space. 

Select My Claims, then New Claim. 

You’ll be able to submit your claim quickly, easily and securely. 

The contract holder, the person who purchased the contract, has access to the Customer Space and can create an account and log in). 

If the claim is for another person insured under the contract (e.g., the primary insured, spouse, or dependent child), the claim must be submitted from the contract holder’s Customer Space account. 

Need help? Contact our Customer Relations Centre. 

If your contract was purchased before February 11, 2025, you’ll need to submit your claim by following the steps below: 

• Download and complete the appropriate form for your request. 

• Submit your documents using our secure electronic submission site.

The required documents are displayed directly during the claims process in the Customer Space. They vary depending on the type of claim and the expenses involved. A complete list is also included in your insurance contract. 

You can upload documents in PDF, JPG, PNG, or HEIC format. You can also take photos of your documents directly within the Customer Space. 

Yes. If additional documents are required, you’ll receive an email from the analyst with a secure link to upload them. 

Processing times vary depending on the complexity of the claim and can take up to 10 business days.

You can track the status of your claim online in your Customer Space. Simply go to the Sent tab to view the status and details of your request. 

Eligible expenses are reimbursed by direct deposit to the contract holder. 

A void cheque must be included with the required documents. 

es. Even if you didn’t pay any expenses out of pocket, you must still submit a claim through your Customer Space. 

Your public health insurance plan may cover part of the care you receive abroad.  

These expenses are reimbursed directly to the providers, but they must also be submitted to your provincial plan.

If you’re having trouble accessing your Customer Space or your contract isn’t showing up, try the following: 

• Confirm your login details. Make sure you’re using the correct email address and password. 

• Reset your password. Select Forgot your password? and then try logging in again. 

• Try a different browser or device. Using a private (incognito) window may also help. 

• Clear your cache and cookies, then try logging in again. 

• Check the email address used at purchase. Your contract is linked to this email address. This is the most common reason a contract doesn’t appear. 

• Allow a few minutes after purchase. It may take a short time for your contract to appear in the Customer Space. 

If the issue persists, call us at 1-833-602-0804, Monday to Friday, from 8 a.m. to 6 p.m. (Eastern Time).