New Provider of Travel Assistance Services
Effective October 3, 2016, AZGA Service Canada Inc. (Allianz Global Assistance) will be Sun Life’s new provider for emergency out-of-country and out-of-province travel assistance services. Allianz Global Assistance will replace the current provider, Europ Assistance USA, Inc.
What’s changing?
Allianz Global Assistance will provide all of the same services that you currently receive, including:
- Referrals to physicians, pharmacists and medical facilities
- Confirmation of coverage and benefits
- Facilitation of payments to a hospital or medical provider when possible
- Monitoring of the medical situation, particularly if you or a covered dependent is hospitalized
- Coordination with the patient’s physician if they may need to move safely to another medical facility or be sent home
There are no changes to your coverage, which includes the services described in your plan for emergency out-of-country and out-of-province travel assistance. Sun Life will be adding Canadian contact numbers for you to call for emergency travel assistance, but all of the current telephone numbers will still remain active.
Communication materials
Council and Sun Life are working to ensure that all relevant communication materials are updated in a timely way; however, you may continue to see references to Europ Assistance as we work on these changes.
In October and November, you’ll see updates to mysunlife.ca and the My Sun Life Mobile app to include the name, logo and mailing address of Allianz Global Assistance and new Canadian contact numbers.
Travel cards
Your existing travel card will contain the contact information that you need for emergency travel assistance. If you intend to travel close to and/or during the transition date of October 3, 2016, and would like an updated travel card, you can print, cut and complete the travel wallet card below to carry with you.
Later in October, you will be able to log in to mysunlife.ca and download a travel card personalized with your information that will contain all of the details for Allianz Global Assistance.
Frequently Asked Questions (FAQ)
Q: What happens to the telephone numbers I call if I need help when travelling outside my province or Canada on the date of transition to Allianz Global Assistance?
A: The telephone numbers you use to call for travel assistance will remain the same. When the transition takes place on October 3, 2016, the phone numbers that you see on your travel card, coverage guide or booklet will remain available for you to call.
Q: Will my out-of-country and out-of-province coverage remain the same?
A: Yes, the coverage you have will remain the same; all that will change is the provider delivering the emergency travel assistance service.
Q: What happens if I am dealing with an emergency outside my province or Canada during the date of transition?
A: If your emergency started on or before October 2, 2016, Europ Assistance USA, Inc. (EA) will begin and continue to manage your medical emergency until it is completed. Allianz will handle any medical emergency calls starting October 3, 2016 or after. If you call the travel assistance number regarding a medical emergency managed by EA, Allianz will transfer your call to EA for continued assistance.
Q: Will my existing travel benefit card be valid after October 3, 2016?
A: Yes, it will. The most important information on your card is the telephone numbers and your contract number and those will remain the same. Your new travel benefits card will list Allianz as the service provider and will have their logo on it.
Q: What if I don’t have access to the internet/ mysunlife.ca? What do I do if I didn’t call at the time of emergency and I have a claim to submit?
A: Please contact your Benefits Administrator, they will provide you with a hard copy of your travel benefit card.