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AwayCare

Visitors Insurance 

1-877-838-0020

Administrated by:

AwayCare Inc.

Underwritten by:

LS-Travel Insurance Company

24 hours Emergency Assistance Center:

Penfield Care, Inc.
on behalf of LS-Travel Assistance

BENEFITS:

NOTE: AwayCare offers the following plan options: Standard, Enhanced, Gold and Platinum. Each plan has different benefit limits.
Gold and Platinum plans have the option to reduce the stability period for pre-existing conditions down to 30 days (see Plans At-A-Glance).

• Maximum Benefits – $25,000; $50,000; $100,000 and $150,000
• Emergency hospital – semi-private room or intensive care unit when medically necessary.
• Ambulance Transportation – charges for local licensed ground ambulance service.
• Emergency Air Transportation – the cost for an economy class airfare, stretcher, and medical attendant (if necessary) or air ambulance. *
• Private duty nursing in a hospital.
• Medical Appliances – the rental or purchase (whichever is less) of a hospital bed, wheelchair, brace, crutch or other medical appliance.
• Diagnostics and laboratory services as part of the emergency.**
• Prescription drugs – 30-day supply limited to: Standard-$500| Enhanced-$750| Gold-$750| Platinum-$1,000.
• Follow-up visits* – limited to: Standard-$500| Enhanced-$1,000| Gold-$1,500| Platinum-$3,000.
• Professional Medical Services – treatment received from a chiropractor, osteopath, chiropodist, physiotherapist or podiatrist for a covered Injury, limited to: Standard-$200| Enhanced-$400| Gold-$400| Platinum-$600.
• Accidental Dental – the expenses incurred to repair or replace your natural or permanently attached artificial teeth, if you suffer from an accidental blow to the mouth, limited to: Standard-$1,500| Enhanced-$2,500| Gold-$3,000| Platinum-$4,000.
• Dental Emergencies for the relief of dental pain, excluding crowns and root canals, limited to: Standard-$200| Enhanced-$400| Gold-$400| Platinum-$500.
• Repatriation of Remains* – the expenses for the preparation and the transportation of the remains or ashes to the home country, limited to: Standard-$5,000| Enhanced-$7,500| Gold-$10,000| Platinum-$12,000.
This benefit also includes the cost for cremation or burial at the place of death, limited to: Standard-$3,000| Enhanced-$4,000| Gold-$4,000| Platinum-$5,000.
• Identification of Remains – the return economy class airfare and expenses for hotel and meal if someone is legally required to identify the body, limited to: Standard – $100/day up to $500| Enhanced – $100/day up to $750| Gold – up to $150/day up to $1,500| Platinum – $200/day up to $2,000.
• Meals and Accommodation – the cost for a hotel, meals, essential calls and taxi fares, if a medical emergency prevents you or your travel companion from returning home as originally planned, limited to: Standard-$500| Enhanced-$750| Gold-$1,000| Platinum-$1,500.
• Bedside Companion – the cost for an economy class airfare for one immediate family member or one close friend to be with you, if you are travelling alone and are admitted to a hospital for five (5) days or more because of a medical emergency, limited to round trip maximum of: Standard-$2,500| Enhanced-$3,000| Gold-$3,000| Platinum-$5,000.
This benefit also includes meals and accommodations for this person limited to: Standard – $100/day up to $1,000| Enhanced – $150/day up to $1,500| Gold – up to $150/day up to $1,500| Platinum – $200/day up to $2,000.
• Childcare – the expenses for an attendant to provide childcare services (if required), if you are admitted to a hospital, limited to: Standard – $50/day up to $500| Enhanced – $75/day up to $750| Gold – up to $75/day up to $750| Platinum – $100/day up to $1,000.
• Return and escort of children* – the extra cost of an economy class airfare (and escort if required) to return accompanying children home via the most cost-effective itinerary.
• Hospital allowance – covers out-of-pocket expenses such as telephone and television charges, if you are hospitalized for more than 72 hours, limited to: Standard – $50/day up to $500| Enhanced – $75/day up to $750| Gold – up to $100/day up to $1,000| Platinum – $100/day up to $1,000.
• Flight Accident – Standard – not covered| Enhanced – not covered| Gold – $50,000| Platinum – $50,000.
• 24-Hour Accident – Standard – not covered| Enhanced – not covered| Gold – $50,000| Platinum – $50,000.
• Flight to/from Canada coverage – when coverage is purchased prior to leaving home with an effective date equal to the date and time you are scheduled to arrive in Canada, coverage will also be provided with no additional premium during your uninterrupted flight directly to Canada. An uninterrupted flight can include a stop-over provided you do not leave the airport. When coverage is purchased prior to leaving Canada to return home with an expiry date equal to the date and time you are scheduled to leave Canada, coverage will also be provided with no additional premium during your uninterrupted flight from Canada directly home. An uninterrupted flight can include a stop-over provided you do not leave the airport.
• Flight Delay (requires registration) – When your registered flight is delayed by 2 hours or more:
– Free access for all insured travellers to an airport lounge;
– A cash payment of $40 CAD per insured if no airport lounge is available for any reason.

* These benefits must be authorized and arranged by the Assistance Centre.
** All medical procedures and/or tests (including but not limited to MRI, MRCP, CAT Scan, CT Angiogram, Nuclear Stress Test, Angiogram or Cardiac Catheterization, or any surgery) must be authorized by the Assistance Centre in advance.

ELIGIBILITY:

You must meet the following eligibility requirements on the departure date of each trip in order to be eligible for coverage.
Coverage is NOT AVAILABLE if, on departure date, you:
1. Are travelling against the advice of a physician;
2. Have been diagnosed with or been given a life expectancy of 6 months or less;
3. Have been prescribed and/or used home oxygen within the past 24 months;
4. Have been prescribed or recommended the use of dialysis in the last 12 months;
5. Are under 15 days old, or are age 89 years or older;
6. Reside in a nursing home, home for the aged, other long-term care facility or rehabilitation center; or
7. Require assistance with activities of daily living.
8. Are awaiting or received an organ transplant;
9. Have ever had any cancer with metastasis (which includes positive lymph nodes), or undergone chemotherapy (of any form, except cream) in the last 6 months;
10. Have been diagnosed with or treated for Congestive Heart Failure;
 
WAITING PERIOD:
Waiting period means the 48-hour period following and including your effective date of insurance if you purchase your policy:
• after the expiry date of an existing TrueNorth Visitors to Canada policy; or
• after you leave your home country.
The Waiting Period will be waived if you purchased this policy prior to the expiry date of an existing Visitors to Canada policy already issued by AwayCare, to take effect on the day following such expiry date, provided that there is no increase in the coverage amount or change in the plan you select.
 
PRE-EXISTING CONDITIONS:
Exclusions due to pre-existing medical conditions: Any pre-existing conditions and/or symptoms unless the pre-existing coverage was purchased and the pre-existing condition meets the following guidelines:
a) Standard and Enhanced
i) 0-74 years of age has a standard stability of 180 days with option to buy down to 90 days.
ii) 75+ years of age has a standard stability of 365 days with option to buy down to 180 days and 90 days.
b) Gold and Platinum
i) 0-74 years of age has a standard stability of 180 days with option to buy down to 90 days and 30 days.
ii) 75+ years of age has a standard stability of 365 days with option to buy down to 180 days and 90 days and 30 days.
NOTE: dates are based from the departure from your home country.
 
Stable/Stability describes any medical condition or related condition for which:
a) there has been no new treatment; and
b) there has been no change in treatment or change in treatment frequency or type; and
c) there have been no signs or symptoms or new diagnosis; and
d) there have been no test results showing deterioration; and
e) there has been no hospitalization; and
f) there has been no referral to a specialist (made or recommended) and you are not awaiting the results of further investigations performed by any medical professional.
The following are considered Stable:
• Routine adjustment of insulin to control diabetes provided the insulin was not first prescribed during the time period specified in the pre-existing conditions exclusion as shown on your confirmation.
• Change from a brand name medication to a generic medication provided the medication was not first prescribed during the time period specified in the pre-existing conditions exclusion as shown on your confirmation and there is no increase or decrease in dosage.
• The routine adjustment of Coumadin or Warfarin provided the Coumadin or Warfarin was not first prescribed during the time period specified in the pre-existing conditions exclusion as shown on your confirmation.
• A minor ailment.
 
Minor Ailment means an ailment or infection that ends 30 days prior to the effective date of coverage and does not require:
• use of medication for a period greater than 15 days;
• more than one follow-up visit to a physician;
• hospitalization;
• surgical intervention; or
• consultation with a medical specialist.
A chronic infection or the complication of a chronic infection is not a minor ailment.

EXTENSIONS: 

If your coverage period, as shown in your confirmation, is less than 365 days, you may extend your coverage up to a total coverage period of 365 days. If you have had no change in your health status and have had no event that has resulted or may result in a claim against the policy since the effective date of insurance, the extension may be issued upon request and your payment of the required premium. Otherwise, the extension is subject to the approval of AwayCare. In order to avoid the waiting period, purchase your extension of coverage before the expiry date of your existing Visitors to Canada policy issued by AwayCare.

SIDE TRIPS:
This insurance provides coverage while travelling outside Canada (excluding your home country), as long as each side-trip originates and terminates in Canada and does not exceed 51% of the period of coverage spent in Canada and does NOT exceed 30 days.

During your coverage period, if you take a side-trip outside of Canada that is longer than that permitted in this policy, your Visitors to Canada coverage will be suspended for the remainder of your side-trip but your coverage will not be terminated. When you return to Canada, your coverage will resume.
This policy allows you to make a temporary return to your country of origin. No insurance coverage will be provided in your country of origin and if you receive any treatment during this temporary return, any treatment relating to that medical condition will not be covered for the remaining period of coverage. Your Visitors to Canada coverage will be suspended during your trip to your home country but not terminated and when you return to Canada, your policy coverage will resume provided you are still eligible for coverage. There will be no refund of premium for any of the days during your return home.

Automatic Extension of Coverage is provided beyond the date you were scheduled to return home as per your confirmation if:
• Your common carrier is delayed and prevents you from travelling on your expiry date. In this case, AwayCare will extend your coverage for up to 72 hours;
• You or your travel companion are hospitalized on your expiry date. In this case, AwayCare will extend your coverage during the hospitalization up to a maximum of 365 days or until, in the insurance company’s opinion, you are stable for discharge from the hospital or for evacuation home, whichever is earlier, and for up to 72 hours after discharge from the hospital;
• You or your travel companion have a medical condition that does not require hospitalization but prevents travel on your expiry date, as confirmed by a physician. In this case, AwayCare will extend your coverage for up to 5 days.

REFUNDS: 

NOTICE OF RIGHT TO EXAMINE THE POLICY FOR THE MEDICAL EMERGENCY PROTECTION:
The Insured Person(s) have ten (10) days, from the day you receive the policy, to inspect it and verify the accuracy of your declaration and application. A refund would be provided if no travel has taken place.

Other than the “10 Day Right to Examine”, a refund for unused days will be allowed, subject to the following administration fees, which will be deducted from Your refund and a minimum of $20 is available:
a) If you are cancelling your policy, that was identified as a super visa policy, because your application for a Parent and Grandparent Super Visa was refused or rescinded you must provide proof of visa refusal or proof of rescinded application with your request for a refund, which will be subject to a $100 fee. You are not eligible for refund should you wish to cancel for any other reason not listed above on a super visa plan.
b) If on any policy other than a Super Visa your request for a refund is received more than 10 days after the date of purchase but before the effective date of your insurance, a refund less a $100 fee.
c) If you obtain Canadian government health insurance plan coverage, or return home before the date you were scheduled as per your confirmation, and have not reported or initiated a claim or been provided with any assistance services, a partial refund of the premium for the unused days of your trip is available less a $50 fee for the Standard and Enhanced Plan and a $25 fee for the Gold and Platinum Plan. You will need to provide proof of the date you actually arrived home or the effective date of your Canadian government health insurance plan coverage. Simply contact your broker of record or AwayCare to ask for a refund. All travelers insured under the same policy must return together or have Canadian government health insurance plan coverage in effect for a refund to be possible.
d) If you hold a Parent and Grandparent Super Visa and have purchased 365 days of coverage, and are requesting a partial refund due to your early return to your home or departure from Canada and:
• have had no claim that has been reported, paid or denied,
– unused premiums may be refunded less a $50 fee for the Standard/Enhanced Plan and a $25 fee for the Gold/Platinum Plan when you have provided proof of return to your home or departure from Canada.
• have reported a claim or have a payable claim for which the payment has not been issued or the total amount of all reported eligible claim expenses will not exceed the deductible amount, if applicable,
– you may apply to have such claim withdrawn and, subject to AwayCare approval, the unused premium may be refunded less a handling fee, which will be deducted from any amount to be refunded.

If You have submitted a claim that has been denied or paid, no refund is possible under this policy.

Documentation such as but not limited to passport photos, airline boarding passes and others may be required as proof.
A written request to cancel this policy must be received within 60 days following the date you return home along with proof of your departure from Canada. In no event will AwayCare back-date a cancellation to a date more than 60 days prior to the date of receipt of your cancellation request. If your cancellation request is received more than 30 days following the date you returned home, AwayCare will require a copy of every page of your passport to verify that you did not visit Canada between the date you returned home and the date you submitted your refund request. Once any refund of premium has been requested, no expenses will be accepted for consideration under the policy, regardless of the date the expense was incurred.

CLAIMS:

 IN THE EVENT OF AN EMERGENCY CALL THE ASSISTANCE CENTRE IMMEDIATELY 1-833-268-0551 toll-free from Canada or the U.S. or 1-514-657-8654 collect from anywhere else.

Please note that if you do not call the Assistance Centre in an emergency and prior to treatment, you will have to pay 30% of the eligible medical expenses AwayCare would normally pay under this policy. If it is medically impossible for you to call, please have someone call on your behalf.
The Assistance Centre will verify and explain your coverage to you; refer you to a medical provider; arrange to have your covered expenses billed directly to AwayCare where possible; and monitor your medical condition.

Please mail all original receipts, bills, and invoices to:

Penfield Care, Inc
310-260 Hearst Way
Ottawa, Ontario, Canada K2L 3H1

Your claim must be sent to AwayCare within 90 days of your loss. Ensure you keep a copy of your receipts, bills, and invoices for your records.
To determine which documents are needed for each type of claim, refer to the insurance plan under which you are filing a claim.
Cash register coupons (stubs) will not be accepted for reimbursement.
Any fees for the completion of medical certificates or claims forms are not covered by the Insurer.
Failure to complete the required claim & authorization form in full might invalidate your claim.
All claim forms are available online at https://awaycare.ca/en/claim-forms/ or by calling 1-833-268-0551.

EXCLUSIONS:

AwayCare will not pay any expenses or benefits relating to:
1. Exclusions due to pre-existing medical conditions: Any pre-existing conditions and/or symptoms unless the pre-existing coverage was purchased and the pre-existing condition meets the following guidelines:
a) Standard and Enhanced
i) 0-74 years of Age has a standard Stability of 180 days with option to buy down to 90 days
ii) 75+ years of Age has a standard Stability of 365 days with option to buy down to 180 days and 90 days
b) Gold and Platinum
i) 0-74 years of Age has a standard Stability of 180 days with option to buy down to 90 days and 30 days
ii) 75+ years of Age has a standard Stability of 365 days with option to buy down to 180 days and 90 days and 30 days
NOTE: dates are based from the departure from Your home Country.
2. Waiting Period: Any Sickness that manifests during the Waiting Period even if related expenses are incurred after the waiting period.
3. Reasonable and customary: Covered expenses that exceed the Reasonable and customary charges that normally apply where the medical Emergency occurs.
4. Fee limit: Covered expenses that exceed the maximum insured amount available under the plan You have purchased.
5. Truthful and Accurate: Any expenses or benefits if any of the information provided on the application for insurance is not truthful and accurate or You did not meet the eligibility requirements under this coverage.
6. Treatment received without approval from the Assistance Centre: Covered expenses that exceed 70% of those We would normally pay under this insurance, if You do not contact the Assistance Centre within 24 hours of Hospitalization, unless Your Medical condition makes it medically impossible for You to call (in that case, the 30% co-insurance does not apply).
7. Experimental or optional treatment: Any Treatment that is not for an Emergency, including any elective or cosmetic surgery or Treatment.
8. Continuous Treatment: Continued Treatment of a Medical condition when You have already received Emergency Treatment for that condition during Your Trip, if Our medical advisors determine that the medical Emergency has ended.
9. Treatment received without approval from the Assistance Centre Magnetic resonance imaging (MRI), computerized axial tomography (CAT) scans, sonograms, ultrasounds or biopsies, cardiac catheterization, angioplasty and/or cardiovascular surgery including any associated diagnostic test(s) or charges unless approved in advance by the Assistance Centre prior to being performed. All surgery must be authorized by the Assistance Centre prior to being performed except in extreme circumstances where surgery is performed on an Emergency basis immediately upon admission to Hospital.
10. Exclusions due to pre-existing medical conditions: A medical condition:
• when You knew, before You left Home, or before the Effective date of coverage, that You would need or be required to seek Treatment for that Medical condition during Your Trip; and/or
• for which it was reasonable to expect before You left Home or before Your Effective date of coverage, that You would need Treatment during Your Trip; and/or
• for which future investigation or Treatment was planned before You left Home; and/or
• which produced symptoms that would have caused an ordinarily prudent person to seek Treatment in the 3 months before leaving Home; and/or
• that had caused Your Physician to advise You not to travel.
11. Trip Break: Any Emergency and non-Emergency medical services for any Injury that occurred or Sickness that started or was treated during any Trip break (Eligible expense #15) that You have taken or after the number of days permitted for Your side-Trip outside of Canada.
12. Activities:
a. Any accident or Medical Condition sustained while participating in: – professional or competitive sports, any race or speed contest, gliding, hang-gliding, rock climbing, mountain-climbing which involves the ascent or descent of a mountain requiring the use of specialized equipment including but not limited to crampons, pick-axes, anchors, bolts, carabiners and lead or top-rope anchoring equipment, mountaineering, spelunking, rafting, acrobatic skiing or snowboarding (including kitesurf), bungee jumping, parachuting or other aerial activities or underwater activities using a breathing apparatus (except snorkeling);
b. Any activities requiring that the insured person signs an accident waiver and release of liability form or any behaviour involving risk, including but not limited to not following security requirements, not obeying warning signs or being in restricted zones.
13. Suicide, intentional injury, anxiety or depression: Any loss Injury or death incurred due to:
a) Your emotional or mental disorders resulting from any cause, including but not limited to anxiety or depression; or
b) Your suicide or attempted suicide; or
c) Your intentionally self-inflicted Injury.
14. Criminal act: Your, Your family member or travelling companion’s commission or attempted commission of a criminal offence or illegal act based on the law where the cause of the claim occurred.
15. Medical recommendation: Not following a recommended or prescribed therapy or Treatment.
16. Use of drugs and other intoxicating substances: Any loss, Injury or death related to intoxication, the misuse, abuse, overdose, or chemical dependence on medication, drugs, alcohol or other intoxicant. Any injury resulting due to or relating to the consumption of Alcohol with a blood level or, or higher than, 80 milligrams in 100 milliliters of blood.
17. Pregnancy:
a. Your routine prenatal care;
b. Childbirth
c. Your pregnancy or childbirth or complications thereof
d. Your Child born during Your Trip
e. Termination of pregnancy
f. Assisted reproduction (procreation)
g. Any complication related to pregnancy or childbirth
18. Children: For insured Children under 2 years of Age, any Medical condition related to a birth defect.
19. Treatment received without approval from the Assistance Centre Any benefit that must be authorized or arranged in advance by the Assistance Centre when it has given no authorization or made no arrangement for that benefit.
20. Medical recommendation: Any Emergency that occurs or recurs after Our medical advisors recommend that You return Home following Your Emergency Treatment, and You choose not to.
21. Any treatment which can be reasonably delayed until you return to your country of origin (whether or not you intend to return) by the next available means of transportation, unless approved in advance by the Assistance Centre
22. Aircraft Any death or Injury sustained while piloting an aircraft, learning to pilot an aircraft or acting as a member of an aircraft crew.
23. Extending on another plan: For consecutive policies and policy extensions: any Medical condition which first appeared, was diagnosed or for which You received medical Treatment,  after the scheduled Departure Date and prior to the Effective date of the subsequent policy or insurance extension.
24. Follow up visits Any follow-up visits outside Canada when the Emergency occurred in Canada.
25. Public notice with regard to travel: Any Medical condition You contract or suffer in a specific country, region, or city when a Government of Canada Travel Advisory, issued before Your departure to that country, region, or city advises Canadians to avoid all or non-essential travel to that specific country, region or city. In this exclusion, “medical condition” is limited, related or due to the reason for the travel advisory.
26. Act of war and civil unrest: Any Act of War or Act of Terrorism.
27. Armed Forces: Your participation in armed forces activities.
28. Exclusions due to pre-existing medical conditions: Any Medical Condition which first appeared, was diagnosed or for which You received medical Treatment, after Your Departure date and prior to Effective date
29. Expenses due to requirements for entry or re-entry on your trip: Any eligible expenses incurred due to requirements for entry or re-entry on your trip including but not limited to mandatory testing.
30. Refuse to be repatriated: If You refuse to be repatriated to your home country or to a medical provider referred by your insurer, your insurer has the right to cease the insurance.
31. Temporary Return – Any sickness, symptom, or injury that presented, recurred or for which treatment was received during any temporary return to your country of origin during the period of coverage.
32. Any Treatment not authorized by the Emergency Assistance, or not considered to be an Emergency as defined in this policy. This includes but is not limited to:
a. – Blood tests (i.e., Coumadin), observation, exploratory and/or investigative tests or exams (i.e. MRI), check-ups, preventive or experimental Medications, vaccines, elective Treatments, cosmetic surgeries, eye treatment, dermatologist care, cardiac catheterization, angioplasty, colonoscopy, endoscopy, biopsy, cystoscopy, surgery and insertion, removal or adjustment of implants or care or services provided for the sole convenience of the Insured Person.
b. – Also, any Treatment that could reasonably be delayed until the Insured Person returns to his/her country of residence even if the perception is that the care may be of less accessibility and quality.
 
Family Coverage is available if all family members are under Age 70 and you have purchased and paid the premium for Family Coverage. Family Coverage covers you, your spouse, and children while travelling together and named on the confirmation. Children must be at least 15 days of age to be insured under this policy.
Child, Children means your unmarried, dependent son or daughter, or your grandchild(ren) travelling with you or joining you during your trip and is either:
• at least 15 days of age but under 21 years of age; or
• under 26 years of age and a full-time student; or
• any age who is mentally or physically disabled and dependent on You for support.

IMPORTANT NOTE: The product-related information on this website is for illustration purposes only. For complete benefits, terms, conditions, limitations and exclusions, please see the policy booklet at the download section below. Please read and understand your policy before you travel.

DOWNLOADS:

AwayCare POLICY PDF

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1-877-838-0020

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Toronto, Ontario, M2J 4R3

Please Note: The information and content of this site is intended for general informational purposes only. It is not intended to constitute insurance, legal, financial, tax or any other professional advice or services. Insurance policy wordings are subject to change at any time, without prior notice. Please, read the disclaimer page for all legal restrictions and terms of use or call us toll free 1-877-838-0020