Testimonials
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Billing & Payments

Q

May I submit a duplicate or photocopy instead of an original bill for the processing of my claim?

No, we require the original invoices. We suggest you keep a copy for your records.

Due to variation in health billing systems between countries, you may receive invoices or reminder notices directly from the health provider. Should you receive any such correspondence please copy for your records and forward the originals to Active Care Management upon receipt.

Q

What if my bills are in a foreign language?

ACM can translate all documentation. Please provide all documentation you have. If you or a family member prefers to translate the bills before sending them to us, you are welcome to do so.

Q

I paid in American money and the cheque I received does not equal the amount I paid.

The payment is calculated using the Bank of Canada's average exchange rate on the date of incident. If you send proof of the exchange rate you were charged - such as a copy of your credit card statement - when you submit your claim, we are able to pay out your claim using the same exchange rate.

Q

Will the hospital be paid directly for my medical treatment or do I have to pay them myself?

As long as we have received the invoice for the hospital service and you did not pay out of pocket, our payment will go directly to the hospital. If you wish to pay the hospital before the case review is completed, we will require an original receipt as proof of payment for reimbursement.

Due to variation in health billing systems between countries, you may receive invoices or reminder notices directly from the health provider. Should you receive any such correspondence please make a copy for your records and forward the originals to ACM.

Q

I received a hospital bill - what do I do?

Due to variation in health billing systems between countries, you may receive invoices or reminder notices directly from the health provider. Should you receive any such correspondence please make a copy for your records and forward the originals to ACM upon receipt.


Claims

Q

What do I need to submit in order to file a claim?

Submit the completed claim forms along with any original invoices and/or receipts for out of pocket expenses for reimbursement. Also, please submit any medical documentation from the treating facility. If you have an annual plan, we require proof of your departure date from your home province. Visitors to Canada should enclose proof of arrival date in Canada.

Please remember to make a copy for your records and send ACM all originals.

Q

Where do I send duplicate bills or other communication regarding my claim?

Send them to ACM as soon as you can.

ACTIVE CARE MANAGEMENT
PO BOX 1237 STN A
WINDSOR ON  N9A 6P8
CANADA

Q

I want to send my claim kit by registered mail. Where do I mail it?

Please contact ACM at 1-855-297-4372.

Q

My spouse and I received our Trip Cancellation claim kit in the mail (exactly the same), however we cancelled the trip because my spouse was sick, not me. Should I be filling out a different claim kit than my spouse?

No, we only have one standard claim kit for Trip Cancellation. Complete all sections of the claim kit. Because it was your spouse who was ill, be sure your spouse's physician completes Section C "Physician's Statement" of your spouse's claim kit and in your claim kit, write "please refer to case #" and list your spouse's claim number.

Q

How long will it take to process my claim?

It is our goal to process eligible claims in a prompt manner. What can help smooth the process?

  • Receiving medical information from your treating or family physician in a timely fashion
  • Completed claim form and/or all supporting documentation
  • Timely receipt of mail from medical providers (i.e. doctors, hospitals)
Q

Can I contact you about these forms or about a claim form I've already sent?

ACM can be reached at the following:

1-855-297-4372 (North America toll free)
877-432-9226 (North America toll free fax)
519-251-5165 (Local fax)

ACTIVE CARE MANAGEMENT
PO BOX 1237 STN A
WINDSOR ON  N9A 6P8
CANADA

When you call, we'll need the following information from you:

  • Case or policy number
  • Name
  • Date of birth
  • Telephone number

Note: Family members calling on behalf of clients must verify their relationship with client and obtain written or verbal authorization from the client to speak for the family member.

Contacting ACM

Q

Can I contact you about these forms or about a claim form I've already sent?

ACM can be reached at the following:

1-855-297-4372 (North America toll free)
877-432-9226 (North America toll free fax)
519-251-5165 (Local fax)

ACTIVE CARE MANAGEMENT
PO BOX 1237 STN A
WINDSOR ON  N9A 6P8
CANADA

When you call, we'll need the following information from you:

  • Case or policy number
  • Name
  • Date of birth
  • Telephone number

Note: Family members calling on behalf of clients must verify their relationship with client and obtain written or verbal authorization from the client to speak for the family member.


Forms & Documentation

Q

Why do I have to fill out so many forms?

The various parties listed below require information about your claim:

  • The insurer of your policy requires that we (ACM) have a claim form completed by you on file to confirm that you submitted a claim. The insurer also requires original documents so your claim can be fairly and accurately assessed. The decision to pay or decline your claim is based in part on this information.
  • Your provincial government health plan requires certain forms to be completed and returned to them. Completion and return of these forms helps expedite the processing of your medical claim.
  • Other insurers require an Assignment of Payment Form to participate in the payment of your claim. Participation in the payment of claims by other insurers (i.e. extended health benefit plans or life insurers) to whom you have already paid a premium helps keep your travel insurance premiums from rising.
Q

Do I need to fill out each form that is sent to me?

Yes. Each form must be completed in full regardless of the amount of your claim. If the information is incomplete, there will be a delay in processing your claim as we will send the incomplete forms back to you for completion.

Q

Why do I need to fill out the government health insurance plan authorization and release form?

The plans outlined in your policy are second payer coverage. Your provincial government is your primary insurer when you travel out of country. Rather than have you submit your bills to the government first and wait for payment to submit the remaining balance to ACM, we make the medical payments in advance on your behalf, as ACM has unique contracts with some provincial government health care plans that allow us to prepay their portion of your eligible medical expenses. In order for us to prepay the provincial portion, you must sign and complete these forms in their entirety. This helps us process your claim more quickly.

Note: Schedule A and Schedule B for Alberta, British Columbia and Saskatchewan must both be completed in full, and both must be signed. Schedule A must be witnessed by someone over the age of 19 (this can be a family member).

Q

Why do you require my employer and/or retirement information for my medical claim?

In order to keep your travel insurance premiums as low as possible, it is necessary to share the cost of your claim with other insurers to whom a premium may have been paid. Employers often provide extended health benefits to their employees. These benefits frequently continue during retirement. Since travel insurance is secondary to any similar insurance coverage you may have, you are required to provide this information.

Q

Why do I need to send Proof of Travel? The medical bills should be evidence that I was not in Canada.

For annual plans, coverage starts upon departure from your home province for limited number of days. We require proof of the date client departed for this reason.

Q

Can I contact you about these forms or about a claim form I've already sent?

ACM can be reached at the following:

1-855-297-4372 (North America toll free)
877-432-9226 (North America toll free fax)
519-251-5165 (Local fax)

ACTIVE CARE MANAGEMENT
PO BOX 1237 STN A
WINDSOR ON  N9A 6P8
CANADA

When you call, we'll need the following information from you:

  • Case or policy number
  • Name
  • Date of birth
  • Telephone number

Note: Family members calling on behalf of clients must verify their relationship with client and obtain written or verbal authorization from the client to speak for the family member.

Accessibility


At Active Care Management, we are committed to accessibility.


We treat all people in a way that allows them to maintain their dignity and independence. We believe in integration. We work hard to meet the needs of persons with disabilities in a timely manner, and do so by preventing and removing barriers to accessibility and meeting accessibility requirements under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA).


For more information on Active Care Management’s commitment to accessibility, please refer to the website of our parent company, Cypher Systems Group.

Privacy Statement

At ACM, protecting your privacy and the confidentiality of your personal information has always been fundamental to the way we do business.

Personal information includes any information, recorded or not, about an identifiable individual. Examples of personal information that are identifiable include names, age, sex, social insurance numbers, health status, health history, financial information, benefit claims data, etc. It also includes information which can be matched with other information in order to establish an individual's identity.

This privacy policy details how ACM manages and protects your personal and sensitive information while complying with the requirements under the Personal Information Protection and Electronic Documents Act ("PIPEDA"). ACM also adheres to the requirements under the Health Insurance Portability and Accountability Act ("HIPAA") enacted in the United States.

For Insurance Policyholders

Why we collect your personal information

  • To offer you insurance or other services provided by ACM
  • Provide you with assistance services
  • Verify your identity
  • Verify the accuracy of your private information
  • Analyze claims
  • Pay claims
  • Obtain indemnities from third parties responsible for your losses
  • For other purposes that ACM will identify to you before collecting, using and disclosing your information

How we collect your personal information

ACM collects your personal information directly from you and your insurer. We also collect personal information from third parties, when necessary, but only after obtaining your express written consent.

How we obtain your consent

ACM makes clear why it needs your personal information before obtaining your consent. Consent may be inferred from your voluntary disclosure of your personal information. ACM shall also obtain your express consent, orally or in writing, in most of the situations where your information is collected or disclosed. ACM will obtain your consent when it is needed for a purpose not first identified to you. ACM records your consent in your file stored within our secured systems.

Disclosure and Use of your Personal Information

No personal information is disclosed to a third party without your written consent, unless the disclosure of your personal information is permitted or mandatory under Canadian Federal and Provincial Laws. ACM will ensure you give enlightened consent by informing you of the purpose for which we need to disclose the information. ACM also discloses your personal information to the following parties, when necessary for the performance of their duties: your insurer, affiliates of ACM, ACM employees and third parties engaged by ACM to provide services. ACM limits the disclosure by disclosing only the personal information necessary for the accomplishment of the purpose previously identified to you.

Withdrawing your Consent

You may withdraw your consent any time after you've given it to us, provided there are no legal or regulatory requirements to prevent this. If your consent is required for legal or contractual reasons, withdrawing or withholding it may affect our ability to offer services to you - for example, your insurance coverage - or your right to indemnification under an insurance contract may be affected. Please contact our Privacy Officer for further details (see "Questions, Concerns, Access Request" at the bottom of this document).

Protecting your Personal Information

Your personal information is recorded in well-identified physical or electronic files. Physical files are stored in a secured area with limited access and kept safely so that their content remains protected from unauthorized access. Electronic documents are also kept on secured databases and our Information Technology Department ensures that their integrity and accuracy are preserved. Access to these databases is restricted and systems are protected, in particular, through the use of passwords and firewalls.

At ACM, no documents, disks, or any other physical or electronic document containing personal information can be discarded without first ensuring and verifying that it cannot be restored. All documents containing personal information that is no longer required are destroyed.

Accessing your Personal Information

ACM verifies the identity of the requestor before providing access to personal information. In some cases, an administrative fee may be involved. You can have access to your file by sending a written request. Upon reception of the written request, ACM prepares a copy of the file and sends it to you only. If you believe that the information is not up to date or not accurate, ACM will, at your request, amend or correct whatever information is found to be deficient. Please contact our Privacy Officer for further details about how to access your Personal Information (see "Questions, Concerns, Access Request" at the bottom of this document). Under exceptional circumstances, access may be denied by ACM.

Retention of your Personal Information

ACM keeps your personal information as long as it is necessary to achieve the purposes for which it was collected and to satisfy legal and contractual requirements.

For Job Applicants

What we collect and how we use it

The only identifiable individual information ACM collects from Site visitors who are job applicants comes in the form of resumes submitted by job seekers interested in positions with ACM. This information is initially viewed and used exclusively by the ACM Human Resources department.

ACM Human Resources reviews resumes and will contact the candidates who are qualified for a given position. In the case of candidates who are invited to a second interview, his/her resume will be forwarded to the hiring Department Manager and/or Team Leader.

ACM Human Resources stores resumes of candidates who are interviewed for one (1) year. Resumes from candidates who are not interviewed are kept on file for six (6) months. When those time periods have elapsed, hard copy resumes are shredded and digital copies of resumes are deleted. The resumes of those candidates we hire are filed in their personnel files permanently.

Some information is collected automatically when you visit the Site because your IP address needs to be recognized by the server. We may use this information to monitor and analyze how parts of our Site are used. This Site may use "cookies", small text files inserted on your computer to identify you as you view ACM's website.

Full Agreement

By providing ACM with your personal information, you are deemed to have consented to ACM using and disclosing it for the purposes described in this Privacy Statement, including any changes or additions to your personal information provided by you to ACM in the future. Your personal information may specifically be used for the purposes of:

  1. Establishing your identity; verifying information provided by you with third parties including your employer and other financial institutions, verifying information provided by third parties; and making sure your records are kept separate from others with the same name; and
  2. Disclosing personal information without my knowledge or consent to a lawyer or other advisor representing ACM, to collect a debt, to comply with a subpoena, warrant or other court order or rules, as required for the investigation or enforcement of laws, or as may otherwise be required or authorized by law. You understand when a request for personal information is made by an organization claiming lawful authority for the request, ACM will take reasonable steps to ensure that the requesting party properly identifies its legal authority.

Disclosure to Related Organizations

As a rule, ACM will not disclose your personal information to third parties. However there are exceptions:

  1. From time to time, ACM uses third-party-sub-contractors to provide certain services. While your personal information is disclosed to such parties, they are required to comply with ACM's Privacy Statement and not use or retain your personal information for their own purposes.
  2. If information about you is anonymized, so that the individual applicant is no longer identifiable, then it is not personal information anymore. ACM may disclose anonymized information at any time to anyone it chooses.
  3. If ACM, in whole or in part, is acquired by another company, your personal information will be transferred to the new company along with the rest of the assets, provided that the company either agrees to abide by ACM's then existing Privacy Statement, or agrees to notify you forthwith about any proposed changes to the privacy statement and allows you an opportunity to request that your personal information be deleted.
  4. ACM will disclose your personal information without your consent as required by law or permitted by Canada's Personal Information Protection and Electronic Documents Act or by provincial law, whichever is applicable.

E-mail, Feedback and Forum Facilities

If at any time this Site offers any e-mail, feedback or forum facilities, ACM may collect the information, which you disclose. Such information will be used in accordance with this Privacy Statement.

Security of Your Personal Data

ACM has implemented technology and policies with the objective of protecting your privacy from unauthorized access and improper use and will update these measures as new technology becomes available, as appropriate.

ACM will not sell, trade, rent or license the personal information that you provide to it.

Use of your personal information submitted to other websites

ACM cannot be responsible for the privacy policies and practices of other websites even if:

  • You accessed the third-party website using links from ACM's Site; or
  • You linked to ACM's Site from a third-party website.

ACM recommends that you check the policy of each Site you visit and contact the owner or operator of such website if you have any concerns or questions.

Will this Privacy Statement change?

From time to time ACM may make changes to this Privacy Statement. Please check ACM's Privacy Statement on a regular basis.

Questions, Concerns, Access Request

If you have any questions, if you wish to access your personal information, if you wish to challenge ACM's management of your personal information or have any other concerns relating to your personal information, please call 1-855-297-4372 and ask for our Privacy Officer. You may also contact our Privacy Officer at:

ACTIVE CARE MANAGEMENT
ACM PRIVACY OFFICER
PO BOX 1237 STN A
WINDSOR ON  N9A 6P8
CANADA
Email: privacyofficer@active-care.ca

Legal Statement

The content of the Active Care Management ("ACM") website is believed to be accurate. Changes may take place at any time without prior notice. The information on this website is provided with no warranty expressed or implied. All responsibility or liability for any damages caused to computer systems, software or electronic files by computer viruses or other items or forces of an intrusive, disruptive or destructive nature is disclaimed.

Copyrights

The text, images, graphics, sound files, animation files, video files and their arrangement on this Site are all subject to copyright and other intellectual property protection. These objects may not be distributed, modified, transmitted, re-posted or used for public or commercial purposes without the written permission of ACM. This Site may also contain materials that are subject to the copyright rights of their providers.

Trademarks

Unless otherwise indicated, all trademarks and corporate logos displayed on this Site are subject to the trademark rights of ACM. Nothing contained on the Site should be construed as granting any licence or right to use any trademark displayed on the Site without written permission of ACM or such third party as may own the trademark. Your misuse of the trademarks displayed on the Site, or any other content on the Site is strictly prohibited.

NO WARRANTIES OR REPRESENTATIONS

EVERYTHING CONTAINED ON THE SITE IS PROVIDED TO YOU "AS IS" AND WITHOUT WARRANTY OF ANY KIND, EITHER EXPRESSED OR IMPLIED.

While the information provided is believed to be accurate, it may contain errors or inaccuracies. Your use of and browsing in the Site are at your own risk. Neither ACM (including its agents, officer, directors, employees and insurers) nor any other party involved in creating, producing or delivering the Site is liable for damages of any kind, including (but not limited to) consequential or special damages arising out of your access to or use of the Site.

In addition, ACM shall not be liable for any damages to, or viruses that may infect your computer equipment or other property on account of your access or use of the Site or your downloading of any materials from the Site.

Images

All illustrations and graphic representations of people, products or locations posted on the Site are the property of ACM or are used with its permission. The use of these illustrations or graphic representations by you, or by any other parties with your consent, is strictly prohibited, unless authorized under the following terms and conditions or elsewhere on the Site.

No Licences

ACM has attempted to build an effective Internet site. ACM must protect its intellectual property, including its patents, trademarks and copyrights. Accordingly, no licence to the intellectual property of ACM has been granted by this Site.

Terms and Conditions

ACM may at any time revise these Terms of Use by updating this posting. You are bound by any such revisions and should, therefore, periodically visit this page to review the then current Terms of Use.

Links

ACM has not reviewed all of the sites linked to the Site and is not responsible for the content of any off-site pages or any other sites linked to the Site. Your linking to any off-site pages or other sites is at your own risk.