Frequently Asked Questions

The most frequently asked questions about the claims process are answered below, by benefit type.

LOST/DAMAGED BAGGAGE

Frequently Asked Questions:
  1. What happens if I cannot bring the damaged item home with me or I have to throw it away?

    Allianz Global Assistance will require proof of loss. Please provide photos of the damaged item(s) with your claim for review.
  2. If I have more than one insurance policy that covers this incident who should I claim with first?

    Your insurance coverage with Allianz Global Assistance is secondary to any other insurance that you may have. You should claim with your other insurance provider first.
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EXTENDED WARRANTY

Frequently Asked Questions:
  1. What information is required to make a claim for Extended Warranty?

    You will be required to provide a copy of the itemized store receipt for the item being claimed, a copy of the original Canadian Manufacturer’s Warranty and a copy of the final repair bill, estimate or statement of non-repair (if applicable). If an estimate is provided we reserve the right to request a final itemized repair bill to finalize your claim once the item has been repaired.
  2. Why do I have to provide the original warranty?

    Extended Warranty coverage mirrors the original coverage of the Canadian Manufacturer’s Warranty. We have to review what was originally eligible in order to properly assess your claim.
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FLIGHT DELAY OR BAGGAGE DELAY

Frequently Asked Questions:
  1. What documents are required if I have a Flight Delay claim?

    You must keep and submit all receipts for additional accommodations and meals that are a result of your flight delay. You are required to provide proof of your flight delay which must include the date, length of delay and the reason for the delay.
  2. What information is required if my baggage is delayed?

    Proof of baggage delay is required, including the date and length of the delay as well as the date and time that your baggage was returned to you. If you need to purchase eligible necessities due to your baggage delay, original store receipts for the purchases are required.
  3. What if my baggage is never found, can I claim for both delay and loss?

    No. Your claim will only be processed for baggage loss.
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PURCHASE PROTECTION

Frequently Asked Questions:
  1. Why am I required to provide both the store receipt and a copy of the credit card billing statement?

    The store receipt shows that you made the purchase and validates the cost of the item. The billing statement validates that the full value of the item purchased was charged to your credit card. As both of these details are requirements of the policy, we must have both in order to adjudicate the claim properly.
  2. I didn’t keep my store receipt what should I do?

    An original store receipt is a requirement of the policy. Without it, your claim may not be eligible for review. You may be able to obtain a duplicate from the place of purchase.
  3. Why do I have to keep the damaged item until my claim has been processed?

    Once the claim payment has been finalized, we have the right to request the item be sent to us.
  4. Am I required to pay out of pocket for any of the required documents if there is a charge to obtain them? (i.e. a police report)

    Yes. These expenses are your responsibility and are not covered under your policy.
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TRIP CANCELLATION, TRIP INTERRUPTION & TRIP DELAY

Frequently Asked Questions:
  1. Why is my doctor required to provide information and sign a section of this claim form? (Trip Cancellation)

    A medical doctor must recommend you cancel your trip. You will need to have the attending physician complete the medical section of the claim form or submit a letter containing all pertinent information, to validate your claim.
  2. Why do I need a note from a doctor at my destination? (Trip Interruption / Trip Delay)

    If a medical situation requires that you interrupt or delay the return from your trip, you will need to have the attending physician at your destination submit a letter containing all pertinent information, to validate your claim. The letter must contain the following:
    1. Diagnosis
    2. Date(s) of doctor’s visit or hospitalization
    3. Reason for interruption or delay
  3. What do the terms “Non-transferable” and “Non-refundable” mean?

    A non-transferable ticket cannot be used by any person other than the named passenger on the ticket. It may however be possible to change the travel dates on a non-transferrable ticket. A non-refundable ticket cannot be returned for a refund but it may be possible to change the travel dates. Refer to your booking or travel agent to confirm the specific details of your ticket.
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COLLISION/LOSS AND PERSONAL EFFECTS

Frequently Asked Questions:
  1. Why do I have to report my accident to the police?

    Most rental agreements and jurisdictions require that you report your accident. If the police will not visit the accident site due to lack of injury or damage, collision reporting centres can supply you with an accident report.
  2. What if I am told I cannot obtain a police report but my insurance company can?

    In most cases you will be able to access a copy of the police report unless the investigation of the accident is not completed or the report itself is not completed. We can request this report if you are having difficulty obtaining it however the cost will be deducted from your claim as it is an ineligible expense. In most cases it is cheaper for the insured to obtain the report.
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