TD Meloche Monnex Travel Insurance Administrator Transition FAQs

Q: What’s changing?

A: Effective November 16, 2020, the underwriter for the TD Insurance Meloche Monnex Travel Insurance products will change from Royal & Sun Alliance Insurance Company of Canada (“RSA”) to TD Life Insurance Company and TD Home and Auto Insurance Company.

Also, effective November 16, 2020, Global Excel Management Inc. (“Global Excel”), will continue to provide claims and assistance services, and CanAm Insurance Services (2018) Ltd. (“CanAm”), a subsidiary of Global Excel, will now provide sales and policy change services.

Effective November 16, 2020, please contact CanAm to purchase Travel Insurance.

Phone number: 1-833-962-1143 or 1-519-988-7629
Hours of Operation: Mon–Fri: 8:00 am – 8:00 pm ET

Effective November 16, 2020, please contact Global Excel for all emergency assistance services (if your policy number starts with WHS or MMI).

Phone number: 1-833-962-1140 or 1-519-988-7629
Hours of Operation: 24/7

Effective November 16, 2020, please contact Global Excel for any new claims for policies sold by CanAm (if your policy number starts with WHS or MMI).

Phone number: 1-833-962-1140
Hours of Operation: Mon–Fri 8:00 am – 8:00 pm ET

Q: What’s staying the same?

A: Any top-up to existing policies or changes to an existing policy will continue to be serviced by RSA (if your policy number starts with 000).

Phone number: 1-877-593-8023 or 1-819-566-8023
Hours of Operation: Mon–Fri: 8:00 am – 9:00 pm ET
Sat: 9:00 am – 5:00 pm ET

All emergency assistance calls will continue to be serviced by RSA and their existing administrator, Global Excel (if your policy number starts with 000).

Phone Number: 1-800-566-1865 or 1-819- 566-1865
Hours of Operation: 24/7

Claims for policies sold by RSA will continue to be serviced by RSA and their existing administrator, Global Excel (if your policy number starts with 000).

Phone number: 1-866-303-1406 or 1-819-566-1406
Hours of Operation: Mon–Sat: 8:00 am – 8:00 pm ET

Q: Who do I contact for my current claim or dispute?

A: For policies sold before November 16, 2020 (if your policy number starts with 000), RSA and their existing administrator, Global Excel, will continue to administer any claims and assistance until that policy expires.

Phone number: 1-866-303-1406 or 1-819-566-1406
Hours of Operation: Mon–Fri 8:00 am – 8:00 pm ET

For new policies sold on or after November 16, 2020 (if your policy number starts with WHS or MMI),all new claims submitted will be administered by Global Excel.

Phone number: 1-833-962-1140
Hours of Operation: Mon–Fri 8:00 am – 8:00 pm ET

Q: Why are you making this change?

A: We are always looking for ways to provide excellent service to our customers and by choosing Global Excel and CanAm, we trust that we will be able to continue to provide our customers with legendary sales, assistance and claims management services.

Q: My annual plan expires before November 16. Who do I contact for my new policy?

A: For new policies issued prior to November 16, 2020, or changes to policies issued before that date (if your policy number starts with 000), you will continue to be serviced by RSA (if you policy number starts with 000).

Phone Number: 1-877-593-8023 or 819- 566-1865
Hours of Operation: Mon-Fri: 8:00 am – 9:00 pm ET
Sat: 9:00 am – 5:00 pm ET

To purchase a new annual plan with an effective date on or after November 16, 2020, all renewal sales to be serviced by our new administrator CanAm (if your policy number starts with WHS or MMI).

Phone number: 1-833-962-1143 or 1-519-988-7629
Hours of Operation: Hours of Operation: Mon–Fri: 8:00 am – 8:00 pm ET

Q: I receive a new annual plan every year, do I need to contact the new Sales Administrator?

A: No, if your current annual plan expires before November 16, 2020, you will receive your new policy from RSA by mail.

Yes, if your current annual plan expires on or after November 16, 2020, you must contact CanAm to provide them with your payment information to obtain coverage for a new policy year.

Phone number: 1-833-962-1143 or 1-519-988-7629
Hours of Operation: Mon–Fri 8:00 am – 8:00 pm ET

The details of your current payment information will not be shared with our new administrator CanAm. Please note you will be receiving a separate letter with additional details 45 days prior to your policy’s expiry date.

Q: My policy was effective before November 16, 2020, but I am travelling after the transition occurs. How does this change impact my coverage?

A: For a policy issued before November 16, 2020 (if your policy number starts with 000), there is no impact to your valid coverage and you will be covered as per the benefits, limitations and exclusions described in your policy.

It is important that you ensure that you have coverage for the full duration of your trip. Please contact RSA to extend your coverage, if needed.

Phone number: 1-877-593-8023 or 819- 566-1865
Hours of Operation: Mon–Fri: 8:00 am – 9:00 pm ET, Sat: 9:00 am – 5:00 pm ET

Q: I bought a policy with an effective date on or after November 16, 2020. How does this change impact my coverage?

A: For a policy issued on or after November 16, 2020, there is no impact to your valid coverage and you will be covered as per the benefits, limitations and exclusions described in your policy. In the event that you require additional coverage, emergency assistance or need to open a claim on or after November 16, 2020, please contact:

CanAm to top up your existing coverage, and policy changes (if your policy number starts with WHS or MMI).

Phone number: 1-833-962-1143 or 1-519-988-7629
Hours of Operation: Mon–Fri: 8:00 am – 8:00 pm ET
Global Excel for all emergency assistance services (if your policy number starts with WHS or MMI).

Phone number: 1-833-962-1140 or 1-519-988-7629
Hours of Operation: 24 hours a day, 7 days a week
Global Excel to submit a new claim.

Phone number: 1-833-962-1140
Hours of Operation: Mon–Fri 8:00 am – 8:00 pm ET

Q: Are you changing any of the features and benefits of your products?

A: We recommend you refer to the policy documents obtained at time of purchase.

For additional questions regarding the features and benefits of your existing RSA coverage and policy changes (if your policy number starts with 000):

Phone number: 1-877-593-8023 or 819- 566-1865
Hours of Operation: Mon–Fri: 8:00 am – 9:00 pm ET
Sat: 9:00 am – 5:00 pm ET

For additional questions regarding the features and benefits of a new policy, you can contact CanAm (if your policy number starts with WHS or MMI).

Phone number: 1-877-593-8023 or 819- 566-1865
Hours of Operation: Mon–Fri: 8:00 am – 8:00 pm ET

Q: Who do I contact to make changes to my existing policy or buy additional coverage?

A: To make changes to a policy issued before November 16, 2020, or to a policy purchased as additional coverage for an existing policy (if your policy number starts with 000):

Phone Number: 1-877-593-8023 or 819- 566-1865
Hours of Operation: Mon–Sat: 8:00 am –9:00 pm ET
Sat: 9:00 am – 5:00 pm ET

To purchase a new policy on or after November 16, 2020, or to make changes to your policy (if your policy starts with WHS or MMI):

Phone number: 1-833-962-1143 or +1 519-988-7629
Hours of Operation: Mon–Fri: 8:00 am – 8:00 pm ET

Q: How do I submit a claim?

A: It is recommended that you refer to the details enclosed with the policy you purchased with us for more information.

If you purchased or renewed your policy prior to November 16, 2020 (if your policy starts with 000), please contact RSA’s existing administrator, Global Excel, to report a claim.

If you are travelling and require emergency assistance services:

Phone number: 1-800-566-1865 or 1-819- 566-1865
Hours of Operation: 24 hours a day, 7 days a week

For all other inquiries:

Phone number: 1-877-593-8023 or 819- 566-1865
Hours of Operation: Mon–Fri 8:00 am – 8:00 pm ET

If you purchased your policy after November 16, 2020 (if your policy starts with WHS or MMI), please contact Global Excel to report a claim.

You may submit a claim by calling Global Excel or online by going to https://globalexcel.com/TD.