What to do in the event of an emergency

In the event of an emergency, call Allianz Global Assistance

Travel Assistance is available to you 24 hours a day, 7 days a week.

From Canada or the U.S., call 1-833-861-5088

From all other locations, call collect 1-519-514-1915


You must notify Allianz Global Assistance:

  • Prior to receiving any medical treatment
  • If you must cancel, interrupt, or delay your trip
  • If you experience any emergency

Failure to notify Allianz Global Assistance can delay the processing and payment of your claim and may limit the amount of your claim payment.

How to file a claim

To open a medical claim: Call before seeking treatment

  • Please contact Allianz Global Assistance before seeking treatment. An agent will provide you with a referral to the nearest available medical facility, arrange billing on your behalf whenever possible, and advise you of important information related to the claims process.
  • In a serious medical emergency, get to a hospital and have a family member or friend call on your behalf once you are at the facility and within 24 hours of admission.
  • Obtain a claim form within 30 days of occurrence by calling Allianz Global Assistance at 1-833-861-5088 Opens your phone app..
  • Review and complete the proper claim form either by completing it in writing or using fillable pdf format. Then mail it or email your completed form to the address or email provided in the form along with any required documentation that is outlined in your Policy or your claim form.
  • Submit your completed claim form within 90 days of the date the service was provided or the emergency situation occurred.

For all other claims: Visit the Allianz Global Assistance Claims Portal Opens in a new window.

  • If your coverage includes non-medical benefits, such as Trip Cancellation, Trip Interruption and Lost or Delayed Luggage, you can submit your claim online for faster claim processing through Allianz Global Assistance’s secure Claims Portal Opens in a new window.. Claims for out-of-pocket expenses for emergency medical treatment may also be submitted through the Claims Portal or by calling Allianz Global Assistance at 1-833-861-5088 Opens your phone app..
  • The online Claims Portal provides you with a smoother, more efficient experience while keeping you informed of what is happening at each stage of your claims journey. Please have a copy of your Policy when submitting your claims online. If you don’t have your Policy call Allianz Global Assistance.
  • For Trip Cancellations, claims must be reported no later than the first business day following the cause for cancellation.
  • For Trip Interruption or delay to your trip, claims must be reported immediately.

For more detail about claims, refer to the sample Policy (CIBC Insurance Comprehensive Travel Package) (PDF, 365 KB)Opens a new window in your browser

You can receive Virtual Care!

  • Virtual Care is a service provided by Allianz Global Assistance that offers tele-medicine support such as “Tele-Advice” and “Tele-Consultations” from qualified medical doctors (MDs) anywhere in the world. The service is provided in real time via video conference through your computer, phone or internet-accessible device.
  • This convenient service can help you receive non-emergency care based on your specific needs and symptoms. For example, you can receive care for an insect bite that is not serious or mild headache that may be related to jetlag.
  • Tele-Advice includes an initial consultation and advice from an MD, accessed through a web-based link provided by Allianz via email.
  • Tele-Consultation provides consultation with an MD that may also include confirmation of a diagnosis and issuance of a prescription that you can access via a downloadable application. 
  • Please note that Virtual Care is an optional service offered by Allianz’s claims services.

Our partners

CIBC Insurance Agency Inc. earns compensation from the insurer for the promotion of CIBC Insurance Travel Coverage plans.

Distributing firm

CIBC Insurance Travel Coverage is administered by Allianz Global Assistance, which is a registered business name of AZGA Service Canada Inc. Allianz Global Assistance provides the CIBC travel assistance and claims services in respect of all insurance coverage under CIBC Insurance Travel Coverage plans.

AZGA Insurance Agency Canada Ltd. operating as Allianz Global Assistance

700 Jamieson Parkway
Cambridge, Ontario
N3C 4N6
519-742-2800 Opens your phone app.

The insurers

CIBC Insurance Travel Coverage plans are underwritten by Co-operators Life Insurance Company, which covers accident and sickness benefits, and The Sovereign General Insurance Company, which covers property and casualty benefits.

Co-operators Life Insurance Company

1920 College Avenue
Regina, Saskatchewan
S4P 1C4
1-800-454-8061Opens your phone app.

The Sovereign General Insurance Company

140 – 6700 Macleod Trail South East
Calgary, Alberta
T2H 0L3
1-800-510-0354Opens your phone app.

More information about CIBC Insurance

Licensed sectors

CIBC Insurance is licensed to sell damage insurance (broker) and insurance of person.

Registration number

CIBC is registered with the Autorité des marches financiers (AMF) under 600575. Verify CIBC on AMF’s siteOpens a new window in your browser.


Are we not meeting all of your expectations? Follow Allianz’s complaint processOpens a new window in your browser.