FAQs
Welcome to guard.me FAQ's. Here are some valuable tips for questions we get asked most often.
Insurance

Like wearing a helmet when you ride a bike or putting a lock on your locker, insurance is a form of risk management that you may never need but you'll be glad you have if something bad happens.

In the case of health insurance, the insurer covers the cost of eligible unexpected medical treatments, x - rays, and medicines.Like any contract, it is important to read your guard.me policy and understand specifically what is covered and what is not.

Whether it's a sprained ankle or life-threatening injury or illness, one in 10 students will suffer a "serious safety or health incident" while studying abroad, according to a study at one major North American university.

No one ever expects to get sick or experience a serious health hazard. That’s why it is important to have insurance in place before you leave to study or work at an international educational institution. It’s one less thing to worry about.

You may have medical or other health coverage at home, but most plans do not include coverage outside of your home country. That’s important to know because healthcare can get very expensive, very quickly, when you are abroad. For example:

  • One visit to the doctor and a prescription can cost $150.
  • Visiting a hospital emergency department can cost more than $1,000.
  • Being hospitalized can cost you up to $3,200 per day.
  • Staying in a hospital for 10 days can cost $35,000 or more. So, paying a little now can save you a lot of money and stress if something goes wrong later.

guard.me is designed specifically to meet the needs of the international education sector. Eligible applicants include:

  • International students
  • Study abroad
  • Teachers
  • School faculty and staff
  • Exchange programs and camps
  • co-ops, internships and work projects, general work and study
  • Trainees
  • Dependants and immediate family members when the student is also insured
 

If you purchased a guard.me policy online, you will receive an email confirmation with instructions on how to log in to your guard.me ‘My Account’ to access your policy details and download your Healthcare Access Card.

If your institution or agent has arranged guard.me insurance on your behalf, you may need to contact them for details about your policy and how/when you will receive your Healthcare Access Card and policy documents.

If you applied online, you will receive an automatic email after you complete the online application. The email will include information on how to log in to your guard.me ‘My Account’ to access your policy details and download your Healthcare Access Card.

If you applied through your institution, you may need to check with your school or look for email confirmation on your school email account. This will include information on how to log in to your guard.me ‘My Account’ to access your policy details and download your Healthcare Access Card.

Yes, you can apply for your dependants. Certain restrictions apply. Please refer to the policy wording for eligibility requirements.

While some plans may be cancelled, others may have some restrictions. Please refer to the policy wording for more details. If you purchased your policy online, please contact admin@guard.me to enquire about your eligibility.

Please contact your school and/or agent if your policy was arranged through your agent or institution.

Claims

You can log in to your guard.me ‘My Account’ to find your policy number. It’s also printed on your guard.me Healthcare Access Card.

You may visit a local doctor’s office or clinic, or contact mobileDOCTOR. If you have life-threatening symptoms, please call 911 or visit the nearest emergency department.

  • Online: You must log in to your guard.me ‘My Account’ by going to your school’s customized website or www.guard.me to submit your online claim. Please make sure you have copies of your receipts and/or invoices ready.
  • By mail: You must submit a fully completed Claim Form in order for us to process your claim. The Claim Form must clearly state why you went to the doctor. If there is no indication of why you saw the doctor, your claim cannot be processed. You must also include all original receipts or bills for your expenses. You may want to keep a photocopy for your records.

Submit your claim as soon as possible or within 30 days of the first medical expense.

No, for minor emergencies you do not need to call. You just need to submit your claim to us. Please see “How do I submit a claim”.

If you have paid for the medical services yourself, you are responsible for submitting your claim. Please refer to “How do I submit a claim”.

This is the piece of paper showing the charges for your treatment and any payments made that the doctor or hospital gives you at the time of your visit.

IMPORTANT: For prescription medications (the kind that you get from the pharmacist at the back counter in a pharmacy or drugstore), you must submit the official prescription receipt that has the following information:

  • Your name
  • The name of the doctor who prescribed the medicine
  • The name of the medication and DIN (Drug Identification Number)

If you have paid for medical services, the doctor does not need to sign the form. You can complete and sign the Claim Form yourself. The doctor only needs to sign the Claim Form when they are billing guard.me directly.

Medical

You can speak to a doctor in minutes from the comfort of your home by going to mobileDOCTOR by guard.me. You may also go to a local pharmacy, walk-in clinic or doctor's office. If your condition requires a visit to the emergency department at the hospital, the doctor at the clinic will tell you. For major medical emergencies, such as broken arms/legs, accidents, or when you need to be taken to the hospital by ambulance, please go to your nearest hospital. You need to call us as soon as possible to advise us of your claim. Please click here for emergency assistance numbers or refer to the back of your Healthcare Access Card.

Certain clinics/doctors/hospitals will ask you to pay for the services you receive. Hospitals will generally ask you to pay. The average cost for going to an emergency department starts at approx. $1,000. If you are asked to pay, you can either pay for the services or ask the hospital to mail you the invoice. You can then submit a claim, including the invoice and/or payment receipts to guard.me to get reimbursed for eligible expenses. Please make copies of all documentation submitted to us for your own personal file.

Please refer to “How do I submit a claim” for more information.

You do not need to call before going to the emergency department, but you may wish to call us so we can speak to the hospital regarding payment. If you are admitted to the hospital (staying overnight or longer), please call us.

You need to call when you are:

  • Being admitted to the hospital as an inpatient
  • Having major tests such as CAT scans or MRIs
  • At the dentist for a dental injury
  • In need of surgery

Other

To obtain copies of your Healthcare Access Card, policy wording or policy summary, you can log in to ‘My Account’ by going to your school’s customized website or www.guard.me.

 

If you can't find the answer you're looking for, contact us by filling in the form below.

Your choice regarding cookies on this site