Assistance While Abroad


coverage iconAssistance While Abroad

guard.me provides travellers with two important types of assistance:

  • Emergency medical and travel assistance with each guard.me Global policy
  • • Security and non-medical crisis response services with our Crisis Response and Travel Assistance Membership Program (in partnership with FocusPoint International)

With guard.me Global coverage, travellers will have access to the following services and assistance*:

  • Emergency medical and travel insurance
  • 24/7 assistance finding clinics, doctors, or hospitals
  • Medical evacuation and repatriation
  • Emergency return-home travel
  • Lost or delayed baggage
  • Document assistance
  • Translation services

* See policy wording for full details of coverage.

For emergency medical and travel assistance, travellers can dial the phone numbers on their guard.me Global Emergency Healthcare Access Card.

In the case of a minor event, travellers can visit a local doctor’s office, seek treatment at a walk-in clinic, or receive initial medical advice at no cost by contacting mobileDOCTOR via the guard.me website: guard.me/mobiledoctor.phpOpens a new window.. They can also call us collect to receive advice on how to find a doctor or walk-in clinic.

In the case of hospitalization or a major medical event, they should go to the nearest hospital and use the phone numbers on their guard.me Global Emergency Healthcare Access Card to inform us that they have been admitted. In less urgent times, they can email our Customer Care team (customercare@guard.me) with questions about their policy and coverage.


coverage iconCrisis Response and Travel Assistance Membership

guard.me is the only insurance provider in Canada that offers a fully funded and insured crisis response membership to protect travellers with immediate assistance when outside Canada.

Our Crisis Response Membership Program is designed to secure personal safety and/or move travellers to a safer location in response to a security-related event. Travellers can download the CAP™ Advantage app to source important pre-departure information, real-time security alerts and updates, and access an instant assist button to call or text for 24/7 assistance from the Crisis Response Center.

For more information, see our Crisis Response Membership Program page.


coverage iconSubmitting a claim

Our simplified claims process allows travellers to easily submit a claim for reimbursement of eligible expenses, either online or by mail.

Online

Travellers receive a welcome email when their policy is issued. This email contains instructions on how to set up a guard.me account and download the guard.me Global Emergency Healthcare Access Card. To submit claims and track status online insured’s need to login to their guard.me account and click the Submit Claims button.

By mail

Travellers should download and complete the claim form, attach all bills and prescriptions and send to:

Claims

Old Republic Insurance Company of Canada
Box 557, 100 King Street West
Hamilton, ON L8N 3K9
Phone: +1-905-667-2540
Phone: 1-877-640-9877 (toll free in north America)
Enquiries: email icon guardmeclaims@oldrepublicgroup.com

coverage iconFAQ

What's the difference between the guard.me Global Emergency Healthcare Access Card and the CAP™ membership card supplied by FocusPoint International?

The guard.me Global Emergency Healthcare Access Card and policy number are proof of emergency health insurance while travelling. The CAP™ membership card provides proof of a fully insured security evacuation benefit. These cards are provided separately.

The Emergency Healthcare Access Card provides travellers with toll-free (in North America) and international call-collect phone numbers to contact guard.me in the event of a medical emergency. Travellers should contact us if admitted to a hospital for treatment so that we can coordinate billing and manage claims in an efficient and effective way. The guard.me Emergency Healthcare Access Card includes a claim form that should be used when submitting a claim by mail.

In the case of a security-related emergency, the CAP™ membership card provides two numbers for contacting the Crisis Response Center by phone or text. Travellers should download the CAP™ Advantage app to communicate in real time, 24/7, with access to an instant assist button.

What happens if they have a medical emergency or need travel assistance?

Travellers can contact us using the phone numbers on the guard.me Global Emergency Healthcare Access Card. Alternatively, they can visit a local doctor’s office, seek treatment at a walk-in clinic for minor medical issues, or use mobileDOCTOR to seek medical advice.

In the case of hospitalization, travellers must contact us as soon as possible after they have been admitted.

A key feature of guard.me Global coverage is our 24/7 travel assistance support. This service provides worldwide multilingual assistance for medical and dental referrals, advance payment to hospitals, assistance with prescriptions and monitoring treatments, and can help transfer insurance and medical information. In addition, our travel assistance service can help with the replacement of lost / damaged medical devices and eyeglasses, and organize emergency hotel accommodations.

In the event of hospitalization, our travel assistance service can coordinate the dispatch of a physician or specialist, and facilitate the transfer of essential vaccines or blood.

Can they get help finding a doctor, dentist, clinic, or hospital?

Yes. Travellers can contact the 24/7 assistance line and provide their policy information and location. Our team can assist them with finding a doctor, dentist, clinic, or hospital.

Will they have to pay out-of-pocket expenses when they visit a doctor, dentist, or clinic?

They should be prepared to pay upfront for the cost of the visit to a doctor, dentist, or local clinic, and should keep all receipts and documentation issued by medical providers. They will need to submit these documents to us as part of the claim reimbursement process.

If a traveller is admitted to the hospital for a serious emergency or condition, they should contact guard.me immediately so that we can arrange for direct billing and payment to the hospital.

What is mobileDOCTOR, and how can it help them?

mobileDOCTOR by guard.me allows travellers to connect with Canadian doctors via our telemedicine service. Outside Canada, they can access mobileDOCTOR in real time and receive medical advice.

If they need to visit a hospital, what should they do?

If travellers have a serious accident and need to visit a hospital, they should contact the emergency assistance line to inform us that they have been admitted. The contact number is on the guard.me Global Emergency Healthcare Access Card.

If they are unable to contact us, someone should do so on their behalf. When hospitalized, we need to communicate with the hospital directly to arrange for direct payment of eligible claims.

Is COVID-19 covered by this insurance?

With a valid guard.me Global policy, travellers will be covered for all medically necessary treatment of a new and emergent condition, including COVID-19. To be eligible, they must be fully vaccinated at the time of their departure.

For more information, visit our COVID-19 pageOpens a new window.

If they are affected by a security threat or natural disaster while outside Canada, who can they call for help?

With CAP™ membership, they will have on-demand access to a dedicated 24/7 Crisis Response Center and in-country response services for safety and security issues. We recommend that travellers download the CAP™ Advantage appOpens a new window. before the start of their trip and carry their CAP™ membership card with them at all times.

How do they download the CAP™ Advantage app?

Their CAP™ membership login credentials are sent to the email address associated with their guard.me account. They can log in to the CAP™ membership portal here:
https://portal.captravelassistance.com/loginOpens a new window.