Complaint Process

Travel Medical Insurance

Travel Insurance Tips

Every travel insurance policy has limitations and conditions. Ensure you understand the Pre-existing Condition Clause of your policy, and note that these conditions usually apply before your departure date, NOT when you purchased the policy. If you purchase an annual plan, these conditions apply to the departure date of each and every trip.

Medipac’s 90-day stability period and clause wording combine to be one of the fairest and most liberal Pre-existing Condition clauses in the industry.

More Insurance Tips »

General Complaints (for our Claim Appeal Process see below)

Medipac is dedicated to providing exceptional customer service. If you are not completely satisfied with our service, we want to hear about it so that we can improve both your experience and the services we offer. We are committed to ensuring that all complaints and concerns are properly identified, evaluated and addressed in a fair and impartial manner.

When submitting a complaint, it is important that you provide us with as much information as possible surrounding the issue. While not all cases are the same, the following information would be helpful:

  • Personal information to help identify you (policy or claim number);
  • All relevant documentation;
  • Name of the employee(s) involved;
  • Relevant times and dates;
  • Summary of the issue and reason for your dissatisfaction; and, Desired resolution.


Follow these steps to report your complaint:

1. Let Us Know

If you have a concern, please first contact our customer service centre by phone or email. A customer service representative will listen openly to your issue and work hard to address your concern.

1-888-MEDIPAC (1-888-633-4722)
service@medipac.com

 

2. Write Our Complaint Department

If your concern is not resolved initially, please provide details in writing and send it to our dedicated Complaint Department. Upon receipt of your letter, we will send you a written acknowledgement of receipt within five (5) business days, advising of the expected time frame to respond to your concern. If more information is required, we may make a request via mail or email.

Send your complaint to us in writing at:

Medipac Travel Insurance
ATTN: Complaint Department
180 Lesmill Rd
Toronto ON M3B 2T5

Once all information is received, a thorough review of your issue will be conducted, and we will communicate our position to you in writing.

 

3. Other Option

Having completed the steps above, if you still are not satisfied with the outcome, you may escalate your complaint to Old Republic Insurance Company of Canada, the underwriter of Medipac Travel Insurance. Old Republic’s complaint process is available at:

https://www.orican.com/complaint-procedures.


 

Claim Appeal Process

When Medipac adjudicates a claim, decisions regarding payments are made in accordance with the terms and conditions of the insurance policy. Once the formal adjudication of your claim is complete, you will be notified of the results in writing. In very rare circumstances, a claim may be denied (in whole or in part). If such is the case with your claim, you may appeal the decision. Medipac maintains a formalized, three-level, appeals process through which you can request the initial decision be reviewed.

1) First Appeal

All appeals must be made in writing and as soon as possible after receiving the claim decision. Your letter of appeal should include supporting medical documentation or any other information you feel is relevant and that supports your request.

Please mail your letter of appeal and supporting documentation to:

Medipac Assist
ATTN: Claims Appeal
180 Lesmill Rd
Toronto ON M3B 2T5


At this stage, a senior adjudicator will review your appeal, and confirm in writing their decision within 30 days. Should the initial decision not be overturned on appeal, you may request that your claim be reviewed by Medipac’s Appeals Committee.

 

2) Appeals Committee

The Appeals Committee is made up of senior management, and at least one medical professional. When submitting your request for your claim to be reviewed by the Appeals Committee, please include any additional and relevant information, with particular attention to any such medical information, that may have been overlooked or not previously available.

Please mail your letter of appeal to the Appeals Committee at:

Medipac Assist
ATTN: Appeals Committee
180 Lesmill Rd
Toronto ON M3B 2T5
 
At this stage, the committee will carefully consider your position and review all the facts of your claim, including any new information that you might feel is relevant. Confirmation of the committee’s decision will be made in writing within 30 days. Should your appeal not be successful, you may request that your file be forwarded to Medipac’s underwriter for a final review and consideration.
 

3) Old Republic Insurance Company of Canada (Underwriter)

Should you wish to have your claim reviewed by Old Republic, it is recommended that you contact the company directly to ensure an impartial review. Medipac will forward your complete file to Old Republic for review. Again, it is recommended that you include any additional and relevant information that may have been overlooked or not previously available.

Appeals made to Old Republic should be mailed to:

Complaints Officer
Old Republic Insurance Company of Canada
Box 557
Hamilton ON L8N 3K9


Fax: 1-866-551-1702
E-mail: compliance@orican.com
 

Old Republic maintains a separate complaints and appeals process which is available at:

https://www.orican.com/complaint-procedures.
 

4) Outside Recourses

Once you have received a response from the underwriter; if you still do not agree with the decision, you may submit your concerns to one of the following organizations:

1) The Ombud service for Life and Health Insurance (OLHI)


The OLHI is a national, independent complaint resolution and information service for consumers of Canadian life and health insurance. They offer free, bilingual service to any consumer whose insurance company is an OLHI member – our underwriter, Old Republic Insurance Company of Canada, is an OLHI member.

Toronto Office:
401 Bay St,
Suite 1507
P.O. Box 7
Toronto ON M5H 2Y4

1-888-295-8112


Montreal Office:
2001 University Street,
17th Floor Montreal QC H3A 2A6

1-866-582-2088 (toll-free within Quebec)

www.olhi.ca


2) Quebec – Authorité des marches financiers (AMF)

Direction des plaintes et de l'indemnisation Place de la Cité,
tour Cominar 2640,
boulevard Laurier,
bureau 400
Québec (Québec) G1V 5C1

1 877 525-0337

lautorite.qc.ca