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TD Travel Insurance Administrator Transition FAQs
Q: What’s changing?
A: Effective November 16, 2020, Global Excel Management Inc. (“Global Excel”) will provide Claims and Emergency Assistance services; and CanAm Insurance Services (2018) Ltd. (“CanAm”), a subsidiary of Global Excel, will provide sales and policy changes.
If you wish to purchase Travel Medical and/or Trip Cancellation/Trip Interruption insurance on or after November 16, 2020, you may contact CanAm at the following:
Phone number: 1-800-775-1669 or 519-988-7633
Hours of Operation: Mon–Fri: 8:00 am – 8:00 pm ET
If you are travelling on or after November 16, 2020, and require emergency assistance services while on your trip, you may contact Global Excel at the following:
Phone number: 1-800-359-6704 or 1-416-977-5040
Hours of Operation: 24/7
If you would like to submit a new claim on or after November 16, 2020, you may contact Global Excel at the following:
Phone number: 1-800-359-6704
Hours of Operation: Mon–Fri 8:00 am – 8:00 pm ET
Q: What’s staying the same?
A: All sales, benefit enquiries and claims prior to November 16, 2020, will continue to be serviced by Allianz Global Assistance (“AGA”):
Phone Number: 1-800-293-4941 or 416-977-2039
Hours of Operation: Mon–Fri: 9:00 am – 5:00 pm ET
For any emergency assistance please call:
From the U.S. or Canada, 1-800-359-6704
From elsewhere, call collect, +1-416-977-5040
Hours of Operation: 24 hours a day, 7 days a week
Any existing claims submitted prior to November 16, 2020, will continue to be serviced by AGA.
Phone number: 1-866-368-6509
Hours of Operation: Mon–Fri 8:00 am – 8:00 pm ET
Q: Why are you changing administrators?
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, 2020. Who do I contact for my renewal?
A: For annual plans expiring before November 16, 2020, you may contact AGA at the phone number below to renew your coverage.
Phone Number: 1-800-293-4941 or 416-977-2039
Hours of Operation: Mon–Fri: 9:00 am – 5:00 pm ET
For Annual Plan renewal customers with an expiry date on or after November 16, 2020, all renewal sales will be serviced by our new administrator CanAm.
Phone number: 1-844-310-1579 or 519-988-7633
Hours of Operation:
Mon–Fri: 8:00 am – 8:00 pm ET
Q: My annual plan currently “auto-renews” every year, do I need to contact the new Sales Administrator?
A: No, if your annual plan renewal date is before November 16, 2020, your coverage will automatically renew with the current administrator.
Yes, if your annual plan renewal date is on or after November 16, 2020, you must contact CanAm to provide them with your payment information to avoid losing coverage. The details of your current payment information will not be shared with our new administrator Global Excel and its subsidiary CanAm. Please note you will be receiving a separate letter with additional details 45 days prior to your renewal date.
Q: I’m travelling on November 16, 2020; how does this change impact my coverage?
A: There is no impact to your coverage. You will be covered as per the benefits, limitations and exclusions described in your certificate of insurance. In the event that you require emergency assistance or need to submit a claim on or after November 16, 2020, you can contact our new administrator Global Excel by dialing the phone number in your certificate of insurance.
All Emergency Assistance Services will be serviced by Global Excel.
Phone number: 1-800-359-6704 or +1-416-977-5040
Hours of Operation: 24/7
Any new claims will be serviced by Global Excel.
Phone number: 1-800-359-6704
Hours of Operation: Mon–Fri 8:00 am – 8:00 pm ET
Q: I bought a policy with Allianz Global Assistance with an effective date after November 16, 2020, how does this change impact my coverage?
A: There is no impact to your coverage. You will be covered as per the benefits, limitations and exclusions described in your certificate of insurance. In the event that you require additional coverage, assistance or need to submit a claim on or after November 16, 2020, please contact:
- CanAm to top up your existing coverage, new sales and policy changes:
Phone number: 1-800-775-1669 or 519-988-7633
Hours of Operation: Mon–Fri: 8:00 am – 8:00 pm ET - Global Excel for all emergency assistance services:
Phone number: 1-800-359-6704 or +1 416-977-5040
Hours of Operation: Mon–Sun 24/7
- Global Excel for new claims:
Phone number: 1-800-359-6704
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 AGA coverage, please contact AGA:
Phone number: 1-800-293-4941 or 416-977-2039
Hours of Operation: Mon–Fri: 9:00 am – 5:00 pm ET
For additional questions regarding the features and benefits of a new policy you can contact CanAm:
Phone number: 1-833-962-1143 or +1 519-988-7632
Hours of Operation:
Mon–Fri: 8:00 am – 8:00 pm ET
Q: Does this change impact any of my other products with TD?
A: The change in administrators will not impact any other products or services you might have with TD Bank.
Q: How do I open/submit a claim?
A: Prior to November 16, 2020:
Please contact AGA to open/submit a new claim.
Phone number: 1-866-368-6509
Hours of Operation: Mon–Fri 8:00 am – 8:00 pm ET
On or after November 16, 2020:
You may submit a claim by calling Global Excel or online by going to https://globalexcel.com/TD.
Phone number: 1-800-359-6704
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: Before November 16, 2020: You may purchase additional coverage or make changes to your existing coverage by calling Allianz Global Assistance.
Phone number: 1-800-293-4941 or 416-977-2039
On or after November 16, 2020: You may purchase additional coverage or make changes to your existing policy by contacting CanAm.
Phone number: 1-800-775-1669 or 519-988-7633
Q: Who do I contact for my current claim or dispute?
A: For claims opened before November 16, 2020, Allianz will continue to service your claim.
Phone number: 1-866-368-6509
Hours of Operation: Mon–Fri 8:00 am – 8:00 pm ET
For claims opened on or after November 16, 2020, Global Excel will service your claim.
Phone number: 1-800-359-6704
Hours of Operation: Mon–Fri 8:00 am – 8:00 pm ET