FAQs

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

Insurance

Q.Who can apply for guard.me insurance?

A.

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

Q.How do I know I am covered?

A.

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.

Q.Can I travel to another country?

A.

Your policy is extended to cover Emergency medical expenses you incur during any excursions outside of Canada during Your Coverage Period. Certain limitations and exclusions may apply. Please refer to your policy wording for details.

Q.What is covered under the plan?

A.

The guard.me  plan provides coverage for medically necessary eligible medical expenses incurred during your coverage period. Please review the general plan summary and wording if you have not received your policy yet.

Q.How do I receive my Healthcare Access Card?

A.

If you applied through Sheridan College, you will receive an email confirmation on your school’s email account. This will include information on how to log in to your guard.me ‘My Account’ to access your Healthcare Access Card and policy details.

If you applied online through custom site, 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 Healthcare Access Card and policy details.

Q.How do I use my Healthcare Access Card?

A.

It is important to always keep your guard.me Healthcare Access Card with you.

Direct billing: Healthcare providers in our network will not require you to pay upfront, and will bill guard.me directly for eligible medical expenses when a valid guard.me Healthcare Access Card is presented. This is called “direct billing”. All Sheridan Health Centres offer direct billing. To search for direct-billing clinics, please go here.

Non-direct billing: Some healthcare providers will require you to pay upfront. In this case, you must keep the receipts and submit a claim online to guard.me to get reimbursed for eligible expenses.

Q.I lost my Healthcare Access Card. How can I get a new one?

A.

To obtain copies of your Healthcare Access Card, policy wording or policy summary, you can log in to ‘My Account’ by going to My Account - Sheridan College | guard.me or by emailing askanadvisor@sheridancollege.ca and including your student ID number in the email.

Q.What if I withdraw from Sheridan College?

A.

If you officially withdraw from the college or transfer to another institution after the last day to withdraw from a Sheridan program with a partial refund, your health insurance coverage will not be cancelled, and fees will not be refunded. Your health insurance will remain valid until the expiry date indicated on the guard.me Healthcare Access Card.

Q.Can I cancel my insurance?

A.

To ensure international students have access to healthcare while studying at Sheridan, health insurance coverage is mandatory, and students cannot opt out of or cancel this coverage.

Claims

Q.Where can I find my policy number?

A.

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.

Q.When should I submit my claim?

A.

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

Q.Do I need to send in my Claim Form or does the doctor send it for me?

A.

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”.

Q.What is an original receipt or bill?

A.

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)

Q.Will I be asked to pay for medical services?

A.

For Direct Billing clinics: Upfront payment for seeing a physician will be required if you fail to provide a valid guard.me Healthcare Access Card or you present for an excluded condition and/or service.  

For Non-Direct Billing clinics: 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.

Q.Can I receive medications without paying for them?

A.

Your guard.me Healthcare Access Card functions as a prescription drug card. When filling a prescription medication, you can present your guard.me Healthcare Access Card at any drugstore or pharmacy. Upfront payment for prescription medications will be required if you fail to provide a valid guard.me Healthcare Access Card or the prescription is not a covered medication.

Q.During a hospital visit, do I need to present my Healthcare Access Card?

A.

Yes. During a hospital visit, staff will ask for OHIP (Ontario Health Insurance Plan) or insurance coverage. You should present your guard.me Healthcare Access Card when you register at the hospital. You may be asked by the hospital to pay for the services provided, in which case, 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.

Q.How do I submit a claim?

A.
  • Online: Click here 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.

Q.I have questions about pre-approval for a claim. Who do I contact?

A.

For claims inquiry and/or pre-approval, please email claims@guard.me. Prior authorization is required for any surgical procedure and all major diagnostic tests such as CAT scan, MRI, scopes, etc.

Q.When do I have to call?

A.

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

Q.How do I get in touch with guard.me?

A.

guard.me offers 24/7 customer service available at customercare@guard.me or 1-888-756-8428  

Q.I need medical information after hours. Who do I contact?

A.

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 or online 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.

Ontario has a 24-hour provincial information line, staffed by registered nurses who can offer advice and help regarding your medical inquiry. You may call Telehealth Ontario for free at 1-866-797-0000.

You need to contact us as soon as possible to advise us of your claim.

Dependents

Q.Can I apply for a family member?

A.

Yes, you can apply for your dependants at Dependents - Sheridan College | guard.me. Certain restrictions apply. Please refer to the policy wording for eligibility requirements.

Recent Graduates

Q.I am graduating soon. Can I renew my guard.me Insurance?

A.

Yes, as a recent graduate you are eligible to apply for guard.me Canada coverage.

You must apply within 30 days of your guard.me policy expiry date. If you miss the deadline, you will not be eligible to apply for graduate coverage. Before you apply, review the plan available to you, as it may not the same plan that you have had throughout school. There is a minimum purchase requirement, and the maximum you can purchase as a recent graduate is one (1) year.

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