COVID-19: How to File a Travel Insurance Claim

by Emese Graham

Updated: March 20, 2020

The recent weeks have produced plenty of sudden changes for travellers, including to their travel insurance policies.

Our Flighties and travel managers are working hard to get you answers over the phone, online chats, and through appointments in our local shops, and we would also like to provide some helpful information for travellers who would like to file a travel insurance claim for COVID-19 related cancellations on their own.

How to File a Cancellation Claim with Allianz

Flight Centre’s travel insurance provider is Allianz. If you arranged your travel insurance with us on or after January 15th, 2020, your policy is covered by Allianz.

Step 1: Understand Your Plan & Coverage Details

You can view your travel insurance policy through the documents provided to you by your Expert Traveller.

Read over your Declaration of Coverage, which is a summary of your travel insurance coverage. Here you’ll find:

  • The name of your insurance plan
  • Your policy number
  • Who is insured
  • Your coverage dates
  • A summary of your travel insurance benefits including when each benefit applies and what the maximum dollar-value is

For the full list of details about your travel insurance policy, read your Certificate of Insurance/Policy. This section will include:

  • How to access services while you’re travelling
  • Important definitions (ex. What are “covered reasons”?)
  • A description of coverage, listing how your insurance works and what you need to file a claim. If a situation is not named in this description of coverage, you do not have coverage for it.
  • General exclusions (ex. Participating in certain high-risk sports)
  • Tips on how to file a claim
  • General provisions, a privacy notice, and a covered supplier list

Expert Traveller Tip: As of March 11th, 2020, Allianz is determining coronavirus to be a known (foreseeable) event for Trip Cancellation and Trip Interruption. As a result, any Trip Cancellation or Trip Interruption claims related to coronavirus will not be payable if your policy was purchased on or after March 11, 2020*. 

This does not impact “Cancel for Any Reason” policies.

For policies with Trip Cancellation benefits that were purchased before March 11, 2020, policyholders will still be eligible to claim for Trip Cancellation if the Government of Canada issued a Level 3 or Level 4 travel advisory for their destination after purchasing their policy.

For full details, check out Allianz’s COVID-19 update page.

Step 2: Gather Your Receipts

In order to make a trip cancellation claim, you’ll need to gather the receipts of your prepaid travel expenses, including invoices from your hotel, airline, cruise line, and/or tour operator. Similar documents such as an itemized bill from your travel agent, original unused tickets, and letters from the travel provider can also be submitted.

Step 3: Submit Your Claim

There are a number of ways to submit your travel insurance claim with Allianz, depending on which is most convenient for you.

Expert Traveller Tip: At the time of publication, most callers are experiencing longer than normal queue times. For the fastest process, try filing your claim online.

Need Help?

If you have any questions about your claim, please feel free to contact Allianz Global Assistance:

Toll-free: 1-877-704-0266
Collect: 1-519-742-1691 

If you need help while travelling, call their 24-Hour Assistance Hotline:

  • Toll-free Canada & USA: 1-800-995-1662
  • Toll-free Worldwide: 00-800-842-08420 or [Country Code]+ 800-842-08420

How to File a Cancellation Claim with Manulife

Flight Centre’s previous travel insurance provider is Manulife. If you arranged your travel insurance with us before January 15th, 2020, your policy is covered by Manulife.

Step 1: Understand Your Plan & Coverage Details

On March 15th, 2020, Manulife published a message regarding COVID-19 and what policyholders can expect about their coverage.

Your policy statement is still the most accurate source of information, however, as a general overview of coverage for Canadians looking to interrupt or cancel their trip, Manulife shared this outline:

  1. If you purchased trip interruption insurance, you will be reimbursed for: a) The cost of a one-way economy airfare to return home up to the stated limit in your policy b) The cost of your unused prepaid land arrangements that were part of your travel booking
  2. If you are delayed beyond your return date and have to remain at your destination for a period of time beyond your return date, your trip interruption coverage includes: A daily allowance of up to $350/day depending on your policy for hotel, meal, transportation and communication expenses. Please save your receipts. Most policies will provide this for up to 10 days beyond your scheduled return date. To view the full details of your coverage, please refer to your policy.
  3. If you are unable to come home as per your return date, please note that your Manulife Travel Insurance policy has automatic provisions to extend your coverage at no additional costs for 72 hours. As such, your coverage will continue if you are unable to get home immediately and delayed beyond your return date.

As of March 5, 2020, Manulife determined that COVID-19 is a known event and the applicable exclusion will be applied for new policies issued on or after this date. For full detail’s check out Manulife’s update page here or their Coronavirus FAQ page here.

Step 2: Gather Your Receipts & Forms

To file your trip cancellation claim, you will need to gather proof of pre-paid purchase in the form of unused tickets, original booking receipts, or other similar invoices.

Log into Manulife’s online claim system to access any claim forms you need to fill and sign.

Step 3: Submit a Claim

Submitting a travel insurance claim with Manulife is straightforward, and can be done through:

Need Help?

For assistance with filing your claim, call Manulife’s 24/7 Claims Customer Service General Inquiries:

  • Toll-free: 1-855-849-1634
  • Local: 1-519-988-7023

For emergency assistance while travelling, call Manulife’s Emergency Lines:

  • Toll-free from North America: 1-855-297-4371 
  • Collect from anywhere outside North America: 1-519-251-1581 


Remember, your Expert Traveller is an invaluable resource! Stay in touch with your Expert Traveller or Travel Manager and don’t hesitate to use Flight Centre’s 24/7 customer support line for assistance with changing existing or new travel bookings.


Note: An earlier version of this article incorrectly stated that Allianz became Flight Centre’s travel insurance partner on January 1st, 2020. The information has been updated.