On July 1, Global Excel Management (GEM) replaced Allianz Global Assistance (Allianz) as our emergency travel medical provider. This applies to new and in-force Personal Health Insurance (PHI) and Health Coverage Choice (HCC) plans.
We’re communicating this change to some PHI and HCC policy owners because their contracts name Allianz as their emergency travel medical coverage provider. The letter will serve as the Client’s policy amendment.
Here are copies of the Client letters we're sending starting the week of July 24.
Policy XXXXX
Your Personal Health Insurance (PHI) policy includes emergency travel medical coverage.
On July 1, 2023, our emergency travel medical coverage provider changed. The new provider is Global Excel Management (GEM). GEM replaced our former provider, Allianz Global Assistance.
This letter is the amendment to your policy that reflects this change. Please keep it with your policy.
Here’s what this change means for you:
- GEM provides the same emergency out-of-country and out-of-province travel assistance as Allianz.
- The contact phone numbers for our emergency travel medical coverage provider remain the same.
- There’s no change to your coverage.
- If you made claims before July 1, 2023, Allianz will manage them for the remainder of 2023.
- GEM will handle new emergency claims that occurred on or after July 1, 2023.
What you need to do
You can download your new travel card by signing in to mysunlife.ca or the my Sun Life mobile app. You can also find contact information on sunlife.ca/emergencytravel.
If you have questions, we’re here to help. You can reach us at 1-877-SUN-LIFE (1-877-786-5433), any business day between 8 a.m. and 8 p.m. ET.
Sincerely,
Kevin Strain
President and Chief Executive Officer
Sun Life Assurance Company of Canada
Adele Mossman
Vice-President, Individual Operations
Sun Life Assurance Company of Canada
Questions and answers
Is there any change to my emergency travel medical coverage?
No. The coverage you have remains the same. The only change was the provider of your emergency travel medical coverage.
What happens if I had an emergency outside my province or Canada before July 1, 2023?
Allianz will continue managing your medical emergency until it’s completed. GEM will handle new emergency claims that occurred on or after July 1, 2023.
Is my existing travel benefit card still valid?
Yes. The information on the card is still valid. But we encourage you to download your new card using mysunlife.ca or the my Sun Life mobile app.
| Steps for website | You can print your travel card online:
|
| Steps for mobile app | You can view/download your travel card on mobile:
|
What do I do if I didn’t call at the time of my emergency and I have a claim to submit?
You have 30 days to submit your claim once you return to your home province.
How do I contact Allianz?
You can use the phone numbers listed on your travel card. You’ll have the option to be transferred to Allianz if you need an update about a claim.
Policy XXXXX
Your Health Coverage Choice policy includes emergency travel medical coverage.
On July 1, 2023, our emergency travel medical coverage provider changed. The new provider is Global Excel Management (GEM). GEM replaced our former provider, Allianz Global Assistance.
This letter is the amendment to your policy that reflects this change. Please keep it with your policy.
Here’s what this change means for you:
- GEM provides the same emergency out-of-country and out-of-province travel assistance as Allianz.
- The contact phone numbers for our emergency travel medical coverage provider remain the same.
- There’s no change to your coverage.
- If you made claims before July 1, 2023, Allianz will manage them for the remainder of 2023.
- GEM will handle new emergency claims that occurred on or after July 1, 2023.
What you need to do
You can download your new travel card by signing in to mysunlife.ca or the my Sun Life mobile app. You can also find contact information on sunlife.ca/emergencytravel.
If you have questions, we’re here to help. You can reach us at 1-877-SUN-LIFE (1-877-786-5433), any business day between 8 a.m. and 8 p.m. ET.
Sincerely,
Kevin Strain
President and Chief Executive Officer
Sun Life Assurance Company of Canada
Adele Mossman
Vice-President, Individual Operations
Sun Life Assurance Company of Canada
Questions and answers
Is there any change to my emergency travel medical coverage?
No. The coverage you have remains the same. The only thing that changed was the provider of your emergency travel medical coverage.
What happens if I had an emergency outside my province or Canada before July 1, 2023?
Allianz will continue managing your medical emergency until it’s completed. GEM will handle new emergency claims that occurred on or after July 1, 2023.
Is my existing travel benefit card still valid?
Yes. The information on the card is still valid. But we encourage you to download your new card using mysunlife.ca or the my Sun Life mobile app.
| Steps for website | You can print your travel card online:
|
| Steps for mobile app | You can view/download your travel card on mobile:
|
What do I do if I didn’t call at the time of my emergency and I have a claim to submit?
You have 30 days to submit your claim once you return to your home province.
How do I contact Allianz?
You can use the phone numbers listed on your travel card. You’ll have the option to be transferred to Allianz if you need an update about a claim.
