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Frequently
Asked Questions

General Questions

Sudden and unforeseeable circumstances and medical emergencies can happen. If you need medical care while travelling outside your home province/territory or outside of Canada, it is important to note that your provincial health plan may pay only a portion of the costs, leaving you responsible for the remainder. Travel Medical Insurance can cover eligible expenses above and beyond your provincial health plan.

You should purchase travel insurance before you travel outside of your home province or territory so that you can be protected in the event of a medical emergency. If you plan on pre-paying for your travel arrangements, you may want to consider purchasing trip cancellation/trip interruption coverage in order to protect your investment should you have to cancel your trip due to one of the covered reasons.

You can purchase travel insurance for up to 365 days, which will cover you beyond the maximum number of days allowed outside your Canadian province or territory of residence. This is provided you receive written permission from the provincial government in your province of residence to maintain your provincial government health insurance coverage beyond the regular maximum in advance of your departure. In the event of a claim, you will be asked to provide such written permission.

Coverage Questions

Baggage and Personal Effects Insurance protects against physical loss/theft or damage from the time you leave your home province or territory up to and including your return date. Note that not all plans cover baggage and personal effects. For more information, view plan details and download insurance certificates, or call 1-844-200-8959.

Emergency Medical Insurance offers coverage to a maximum of $5,000,000 CAD per insured person, per trip, for eligible reasonable and customary costs incurred by you, in excess of any expenses payable by your government health insurance plan or any other insurance plan, for emergency services medically required during your covered trip as a result of a medical emergency.

For complete benefit details, including individual benefit limits, view plan details and download insurance certificates, or call
1-844-200-8959.

If you currently have coverage with AMEX® Travel Insurance, are on your trip and have a travel emergency or require support, please call our 24-hour assistance hotline at 1-844-780-0501 (Toll Free from Canada and the U.S.) or +(819) 780-0501 (collect from anywhere in the world). Experienced multilingual representatives can provide you with immediate access to information and directions.

Notwithstanding the cancellation terms and conditions applicable to the plan you purchase, you have the right to examine your policy and cancel within 10 days of receipt and receive a full refund.

Coverage may be extended by calling 1-844-200-8959 and requesting an extension before your existing coverage for your trip terminates. Your request may be approved provided you meet the eligibility requirements and no event has occurred that would give rise to a claim under the insurance. If an event has occurred that would give rise to a claim, the extension of your insurance is subject to the approval of the Insurer.

Provincial plans may not cover everything once you leave your home province/territory and typically only cover a limited portion once you leave Canada. In fact, the Government of Canada urges all Canadians to purchase supplemental health insurance when leaving your province of residence.


It is important to note that the reimbursement of actual costs incurred may vary in every province. There can also be significant delays in receiving reimbursements from the appropriate provincial ministries which could result in significant out-of-pocket expenses.

Coverage for dependents may be available based on the terms and conditions of the plan selected. View plan details and download insurance certificates, or call 1-844-200-8959.

Travel insurance coverage varies from Card to Card. Your American Express® Card may cover you with certain benefits related to travel, such as:

  • Travel Emergency Assistance1
  • Travel Accident Insurance2†
  • Flight Delay Insurance3†
  • Baggage Delay Insurance3†
  • Lost or Stolen Baggage Insurance3†
  • Hotel/Motel Burglary Insurance3†

If your Card includes these benefits, you may still want to increase the level of coverage to suit your individual travelling needs. We recommend that you carefully review the travel insurance coverage that your American Express® Card provides or call
1-844-200-8959.

Our flexible plans offer coverages for situations that may require Emergency Medical, Trip Cancellation, or Trip Interruption insurance. Coverage varies based on the plan selected. For details, View plan details and download insurance certificates, or call
1-844-200-8959.

If you have a medical emergency, you must call Global Excel before you receive emergency services, as certain benefits require Global Excel’s pre-approval. Of course, if your medical condition prevents you from calling, we understand – you must call as soon as medically possible or, as an alternative, someone else may call on your behalf (relative, friend, nurse or physician).

Global Excel can be contacted 24 hours a day, 7 days a week by calling: 1-844-780-0501 toll-free from the U.S. & Canada, or +819-780-0501 collect from anywhere in the world

Please note, if you do not call before seeking medical assistance, or if you choose to seek care from a non-approved medical service provider, your claim may be impacted such that your costs may not be reimbursed in full.

Trip Cancellation and Trip Interruption Insurance provides reimbursement of expenses incurred as a result of a covered reason for eligible pre-paid travel arrangements, transportation and out-of-pocket expenses. For complete benefit details, including maximum benefit limits, view our different plans and download the insurance certificates, or call 1-844-200-8959.

Eligibility Questions

A pre-existing condition exclusion applies to medical conditions and/or symptoms that existed prior to your trip. Please refer to the insurance certificates available to see how this applies and how it relates to your departure date, date of purchase, or effective date.

Claims Questions

The insurer’s objective is to process your claim or to inform you of our decision within 7 days following receipt of all information required to process your claim. Failure to complete the required Claim & Authorization form in full will delay the assessment of your claim. Covered expenses for Emergency Medical Insurance coverage are reimbursed directly to the medical providers when possible.

When you call Global Excel at the time of an emergency, you are given all the information required to file a claim. Otherwise, you must file your claim with Global Excel within 90 days of your return to your home province or territory. To obtain a Claim & Authorization form or to check the status of a claim, contact Global Excel at 1-844-780-0501.

Ready? Compare quotes within minutes.Certain conditions, exclusions, limitations, and definitions apply.

Contact us: 1-844-200-8959
Mon - Fri: 8am-8pm  (EST);
Sat: 9am-5pm  (EST) or get a quote online 24/7
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†: All insurance coverage is subject to the terms and conditions of their respective master policies. Certain limitations, exclusions and restrictions apply. Please read your Certificates of Insurance carefully.

  1. This is not an insurance coverage. Costs associated with any out-of-pocket expenses related to your Travel Emergency Assistance inquiry are your responsibility Services will be provided as permitted under applicable law and must be authorized and arranged by AXA Assistance.
  2. Underwritten by Chubb Life Insurance Company of Canada (“Chubb Life”).
  3. Underwritten by Royal & Sun Alliance Insurance Company of Canada.

AMEX® Travel Insurance is optional group travel insurance underwritten by Royal & Sun Alliance Insurance Company of Canada. In this outline, we have given a brief description of just some of the benefits available under AMEX® Travel Insurance. All insurance coverage is subject to the terms and conditions of the Group Policy issued to Amex Bank of Canada and the applicable limitations and exclusions described in the Certificate of Insurance issued upon enrollment. Please read the Certificate of Insurance carefully. AMEX® Travel Insurance is underwritten by Royal & Sun Alliance Insurance Company of Canada. Amex Bank of Canada identifies insurance providers and products that may be of interest to some of its customers. In this role we do not act as an agent or fiduciary for you, and we may act on behalf of the insurance provider, as permitted by law. We want you to be aware that we receive compensation from insurance providers and our compensation may vary by provider and product. We do not require you to purchase any insurance product, and you may choose to cover your insurance needs from other sources on terms they may make available to you

®, TM: Used by Amex Bank of Canada under license from American Express.

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