Canassistance Reviews 

The waiting time is very long when you are sick on vacation and you need to call Can Assistance to request assistance. This is the same when you try to reach the customer service. The waiting time is also very long.

The customer rep was patronizing. He told me that it was my responsibility to reach Can Assistance to verify if my file is complete!!!

This company has the worst customer service I've ever experienced. They make you wait on hold for hours, and then they penalize you by refusing your claim if you seek medical treatment without their prior authorization. Its hard to get their authorization when they don't answer the phone! What a scam.

When my wife had a medical emergency while in Mexico I immediately contacted Canassistance. They were very understanding and supportive through the whole process and continually kept us updated on where we stood with the care my wife was, and would, be receiving. They made sure we returned home with a Dr., travelling with us right to our home. They worked with the hospital ensuring that all relevant costs were covered. I cannot express how grateful I am for Canassist being there when we needed them!!

Dont ever buy an insurance with CAN assistance. They didn't pay back my claim and if you call them, they will just transfer you over and over.. which can take 2 hours to just talk to an agent! Dont buy any insurance from them!

Thank you to all the previous reviewers for your warnings about Canassistance, the third party deflector for Alberta Blue Cross. I will be changing my travel insurance immediately- recommend others do the same.
1 hour on hold. First time, the call was dropped. Calling on behalf of my father-in-law who may need hospital care in China where he is currently for a vacation, but a continual cough could derail it.
Canassistance agent asked for so many details about previous medical appt. When I mentioned it was for prescription for high altitude medication not used, agent continued to hound us for information. Think they are trying to deny based on a pre-existing condition. We will do our best to avoid further contact.

Lors de mon séjour en Floride en nov 2025, j'ai été victime d'une hernie inguinale côté gauche: Cliniques, rencontres avec un MD, Scan présenté au médecin qui était prêt pour la chirurgie. Canassistance refuse de procéder et m'oblige à attendre à Québec. On m'a dit que la hernie était minime contrairement à mon médecin qui m'avait déjà examiné. Maintenant: plus jamais canassistance!!

It is the worst travel/ health insurance company ever , I provided all the proper documentation and still play me for a fool and ask me for a hospital report which I already provided but they wanted in different format , n I put a travel interruption right after the health claim n they put on hold until the first issue is resolved n they are completely different issues with different dates.
This company is completely a scam artist, they don’t want to play n will try their best to put obstacles not to pay you. Please do ur homework n find a company with good reputation n reviews,

It takes very long to process claims, it's impossible to follow-up on claims as no one answers the phone numbers or chat service and no emails are provided. When you do get service different representatives tell you different things. I can't believe Green shield uses them for travel insurance

Six months ago, my wife underwent emergency surgery during a trip. Immediately after the incident, we contacted CanAssistance and informed them of the situation. From the very beginning, we carefully sent them every document they requested, including medical reports, invoices, and other necessary papers.

Unfortunately, after six months, the company is still refusing to pay the claim. Every time we follow up, they come up with a new excuse and leave us in limbo. It seems their goal with these unreasonable delays is to evade their responsibility and avoid paying the costs that are covered by our insurance.

This experience has not only hurt us financially but has also caused a great deal of stress and worry during a difficult time. I absolutely do not recommend this insurance company to anyone. Their lack of responsiveness and irresponsible behavior during an emergency situation is completely unacceptable

Canassistance should change their name to Scamster. Only in Quebec company like this could exist. A third world within Canada.
After put me thru hell asking documents, proof and paid professional estimate denied by some technicality. It would have been helpful if they were upfront about this before sending me off to hire a professional and pay for estimate. Does anyone ever get their claim paid by this company? It’s like in some movies. Only thing they do find a way or invent something to deny your claims. I canceled my National Bank World Elite Mastercard after this horror. Never ever want to deal with Canassitance or National bank or anything or anybody from French Canada side. These people are born to scam others. It’s in their DNA.

Completely useless. You will get the run around from beginning until end. They would tell us that they called a hospital and then the next time we called they would say they havent gotten ahold of the hospital. One day they told us we would have our money in 10 days and the next day they said it would be 30 days. They never even responded when we initially called them from the hospital in Mexico. We ended up having to pay over 25000 and are now currently paying interest on it.

I would strongly advise against using CanAssistance for travel medical insurance claims. My experience has been nothing short of a nightmare. I had sudden and severe shoulder pain while traveling, which required immediate attention. After an X-ray, my doctor recommended an MRI due to the complexity of my condition, which turned out to be cervical stenosis. I was prescribed painkillers and advised to undergo conservative therapy until my return to Canada.
When I contacted CanAssistance, they requested a doctor’s letter and an online claim submission. I complied, but they kept asking for additional doctor’s letters as if my medical condition could magically change every week for a month. Every single request for a doctor’s letter cost me $35. Then, they demanded a report from my family doctor in Canada regarding any pre-existing conditions within the last six months. Once again, I obliged. this time paying $40 for the report. After three months of back-and-forth, they closed my file, claiming they needed yet another report from my family doctor. Apparently, they contacted my doctor directly, but nothing came of it.
This ordeal was nothing less than harassment. How many times do they need the same report? It felt like they were deliberately creating barriers to make me give up on pursuing the claim. They couldn’t find any valid reason to deny my claim from the reports I provided, yet they kept demanding more. The total cost of all the medical reports would be more expensive than the amount of my claim. An absolute waste of time and money.
If your claim is minor, don’t even bother. Dealing with CanAssistance is exasperating, upsetting, and ultimately fruitless. It’s clear they are more interested in wearing claimants down than providing meaningful assistance. CanAssistance is absolutely useless / hopeless. I'd like to give them a -5 rating, but because the review system does not allow these ratings, I'll give CanAssistance an over-generous 1.

J’ai contacté par téléphone Beneva pour connaître le délai qu’il fallait respecter lorsque l’on changeait de médicaments avant de partir en voyage. Le délai était-il de 3 ou 6 mois?, car j’ai 62 et je fais du diabète depuis 2024. Chez Beneva ils m’ont transféré vers Canassistance qui est la compagnie d’assurance voyage qui s’occupe de l’administration de l’assurance voyage chez Beneva. La personne avec qui j’ai discuté chez Canassistance m’a répondu que le délai pouvait changer selon la condition de la personne et elle commença à me poser beaucoup de questions pendant 1h15. Parfois elle me mettait en attente pour me revenir avec d’autres questions sur ma condition préexistante qui provient d’un cancer de la prostate diagnostiqué en 2017. La conversation fût tendancieuse dès le début. J’ai cru que la petite dame qui avait un travail de bras à faire me demandait la même chose que l’on m’avait demandé en 2022, soit un formulaire rempli par mon urologue qui reconnaissais ma condition préexistante stable et ne voyais pas de contres indications de faire un voyage. La réponse fût très différente et elle fût « Canassistance vous couvre pour toutes vos conditions sauf celle préexistante et je dois m’assurer ailleurs pour ma condition prés existante ». J’ai toujours détesté Beneva et Canassistance. Je fais affaire avec eux car la loi m’y oblige. Mais à lorsque j’atteindrais 65 ans je pourrai changer d’assureur et je le ferai avec plaisir. Ils sont malhonnêtes.

Alberta Blue Cross couldn’t tell me about my insurance plan so they bounced me over to Canassistance. After waiting over 30 minutes being told repeatedly “your call is important and someone will be with you shortly” I phoned with another phone. The agent advised the travel department was already closed to which I asked “why the phone system does not advise this?” after tying up my phone line for over 30 minutes. We sure need to make the payments promptly, but the service just isn’t there. I think I’ll look elsewhere for my insurance needs. The agent said to call again tomorrow, but I’m not spending another 30 minutes on hold, especially if they don’t have a callback system! They’re busy-yes, I understand, but I am also busy!!

terrible terrible service after paying for Blue Cross for over 20 years I had a small claim for dr they sent me to in Aruba only 105 dollars they wanted endless papers would wait hour in phone,,,,they told me the hospitol would be paid directly but hospttol tolcd me this was wrong 33 months later still waiting fir this small payment AVOID USING BLUE CROSS TRAVEL INSURANCE AS THEY USE THIS TERRIBKLE TERRIBLE COMPANY THAT DOES EVERYTHING THEY CAN NOT TO PAY YOU

When you have to wait over an hour to speak to an agent, the chances are that you will be death before starting a claim!

I’ve submitted more then 4 claims per year with this company and it has always been easy! Agents are sweet hearts. Very sympathetic and take the time to listen. I’ve had maybe 2 claim that extended longer then the time frame indicated on their site but nothing to the extreme!

I’ve read some of these reviews and I wouldn’t take certain of their complaints as canassistance fault. People have a tendency of skipping the main message where it says «  important message » that indicate everything they require. Or not getting informed of their contract before hand.

I myself sometimes miss providing the proper information and was always explained with such delicacy «  it’s normal , don’t worry about it. Once you submit we will advise our team member » and within days problem solved!

Canassistance is great once you do your due diligence on your side!

I’ve worked in customer service for YEARS and feel for all of them having to discuss with elders who require a lot of time and patiences. In which they never make you feel bad for!! With the most stubborn and rude customers not assuming their errors as well.

Canassistance you all are doing a GREAT JOB with IMPECCABLE SERVICE!

Terrible service, they were suppose to supply a guarantee of payment for my daughter to receive medical care in Mexico, they had a technology issue and could not do that. The hospital gave them two weeks after to provide GOP, they never provided it so I was charged in full. Been waiting over two months to be paid back, they say 15 days then another 10, then say they put a note on your file, then you talk to the next person who can't read the note because its not there. Then someone told me I would be paid next week, the week comes and no payment. No one seems to know what they are doing or can give any direct answers, one of the worst companies I have dealt with.

I went to another country to fix my back issue as in Montreal,Quebec I don't have a family doctor since 2011 and it's a pain to get an appointment with the Dr.
I submit my claim after 1 month after coming back to Montreal and it took 6 months and multiple calls with them to ask for progress on my claim. Of course they rejected with the stupid motive : unstable medical condition prior to departure !!!!!!!!! For fsake , if you had a viable health system here you think I would chose to go somewhere else ???
They are by far the worst customer service in Canada . Unfortunately my work choose them so I can't change anything . One start is too too much for NoCanAssistance but it's minimum .

I feel bad for the one star but I had no choice if there is a negative stars I would give CanAssistace below zero stars, terrible customer service , terrible time frame , they promise you 10 business days for the claim to be finalized and now it’s month 2 and it’s still going , it’s impossible to speak to the adjuster or the claim processor , you can only talk to customer service who don’t have enough info and when you request a supervisor or to speak to the mysterious claim specialist they said sorry we can’t do that. The worse customer service in all over Canada. After they processed the claim they sent me $60 and I paid over $3500. A joke but it’s not a funny one.