Canassistance Reviews 

Quelle perte de temps. Après 15 minutes une dame me demande ce dont j’ai besoin, je lui dis et elle me REMET en attente pour encore 45 minutes jusqu’à maintenant… toujours en attente…

Au lieu d’ouvrir leur service à plein de compagnies, ils devraient en avoir moins et donner un meilleur service.

Je me demande si quelqu’un de Canassistance lise ces avis???

impossible de se voir rembourser les frais de médicaments encourus lors d un voyage au Mexique,mauvais soutien lors de l accident

Terrible service, it has been almost a year since i submitted my claim and still no decision, "the decision letter will arrive in the mail within 10 business days", yeah, sure, that's the same message you gave three times over the last 6 months.

I want to give this company 0 stars - they are the absolute worst. You can't contact them. If you are lucky enough to talk to someone they put you "on hold" and then disconnect. It's no accident - they did it more than once. I have a simple documented claim of US$591. SIMPLE! I've been dealing with these "people" since March - it's now December and I keep getting a run around. Their web site is as useless and crappy as the company itself.
I really blame the organizations - in my case RTIP - for engaging a crappy company like this. We formerly had ManuLife and doing a simple claim was simple. Then they had to go to CanAssistance.
We MUST all contact our provider (RTIP ... whatever) and have them end all dealings with these incompetents! They are not the worst insurance company I've ever dealt with - they are the worst company I've ever dealt with.

Never ever, I repeat, Never Ever Ever waste your precious time and money filing a Travel Medical Insurance Claim with CanAssistance...for the insurance policy that you have through Alberta Blue Cross. All the reviews I’ve read I couldn’t agree with more. You simply cannot get a hold of any of their Supervisors/Managers to get a clarification or file your concern or complaint about the worst of the worst customer service. they keep asking for further information and they don’t accept anything but scanned copies (they simply assume you have these capabilities). Even the online tool accepts only 3 documents, while I had over 50 receipts/invoices to submit.
They have made my Emergency Travel/Med Claim experience extremely stressful and nerve wrenching. Don’t put yourself through this. I agree with other reviewers about how they make it so impossible that all you want to do is give up and withdraw your claim. It's been 5 months for me fighting for this Claim. What a scam!!! Shame on you CanAssistance, Shame!! Shame!!!

Annulation de voyage suite à une détérioration de mon état de santé. Même si tout se passe par courriel, le dossier a été réglé en moins d'une semaine à notre entière satisfaction.

CanAssistance failed to ensure payment to US-based providers for our claim in Dec 2023. The amount went to a collection agency who has been harrassing us for over nearly a year as of this writing. Two formal letters of complaint to Can Assistance and hours on the phone with CanAssistance have not resolved the issue. In addition to this review, I am proceeding with a formal complaint. Scanning the list of complaints here confirms that this is a very common problem that Can Assistance has been unable to address for quite some time.

CAN assistance pour Beneva n envoie pas de confirmation écrite de couverture approuvée par téléphone pour une nouvelle condition médicale découverte avant un départ. De retour d un voyage en juillet 2024, un agent de can assistance m’a indiqué que je n étais pas couvert lors de ce voyage pour une condition qui avait été approuvé avant mon départ. On insiste pour me dire que les appels sont enregistrés et que c est suffisant! Si vous vous retrouver à l urgence combien de temps il faudra pour retracer l appel avant que vous ayez des soins? Inquiétant n est ce pas?? J ai porté plainte sans succès!

Pire agence d'assurance voyage au monde!
M'ont refusé un remboursement de billet d'avion alors que j'avais un billet médical.
Et maintenant, concernant un autre voyage, ça leur prend plus de 5 mois pour régler une facture de 175$US pour un accident de voiture que j'ai eu en Uruguay! Et l'histoire se poursuit!

It has been 7 months that I have been waiting for CanAssistance to pay for emergency medical care that they approved. The invoice actually went to collections! They lost the documentation that I submitted online. Numerous phone calls to them have been a waste of time. They do not keep records of calls so they have no idea what is going on. I am surprised that Blue Cross has not found another provider considering the poor track record of this company.

Absolute dumpster fire. It says in my policy that I have 100% emergency travel coverage. First time I used them in January they addressed my claim within maybe a month and only paid about 75% for a dental emergency. Second time was in May. I had 3 hospital bills totalling 20k CAD. They say they will help you in 10 business days but it is now late August and the bills are not yet paid. They sent me an email notice in June saying that I didn’t prove that I paid these bills. I told them obviously not because I don’t have 20,000$ and I indicated this to them. No reply so I call them again and again and finally weeks later they say ok we need detailed medical reports. I tell them I already sent them everything, they say no we need it from the hospital and we asked them for them. I call the hospital and they say that they have never heard from my insurance company. I give them the fax and I wait again. Weeks go by, nothing. Hospital is calling me asking me for 20 grand. I call Can Assist and they say they got the paperwork but need more information. I call the hospital again and they say ok. Weeks go by, now we are in August. The hospital calls me asking me to pay extra interest on top now. I say no chance that’s not my fault. I call can assist and the employee seems lost asking if I sent in all the docs and what I was even being treated for. I say you have all this already and more. They finally say we need detailed invoices by the end of August or we have to restart the process. Here I am calling the hospital again who already sent these docs to them 3 times and is probably tired of me calling them.

Terrible experience with CanAssistance.
They lost my documents. It took them 3 weeks to realize that they lost them. Everytime they add a 10 working-day delay. They send unclear informations and instructions. If you can, don't work with this company, they don't want to reimburse you, they find every reason not to.

If I could give them a 0 I would. Had to go to emerg in the US in March. It is almost July and I am still getting the bills from the hospital. There has been NO communication from them. When I call they say I’m getting the bills because “ I was the one who went to the hospital.” NO!! I thought my next door neighbour would get the bills. Never ever again.

Unfortunately I find it difficult to give this company even one full STAR. The company name, in reality, should read "Can't Assist". Due to a cancer diagnosis, our planned family holiday had to be cancelled. Having provided completed medical forms from the physician, the next 4 months were a protracted battle of phone calls, documents being continually emailed to them, unbelievable long waits on the phone, being told documents were not complete or not received (even when we received confirmation from them that the material was received. ) It was a constant battle to speak with someone, no one seemed to know what should have already been evident in the file. I am extremely disappointed that the extra money we pay to OTIP for health and travel insurance does in fact cause a nightmare if you have to cancel a trip. If you have an extra 2 - 3 hours every day to contact Can't Assist for a number of months, go for it. Otherwise, run away as quickly as you can!

Company does not provide services and then charges customer for their failure!

I suffered a traumatic incident abroad resulting in a 3 week stay in hospital including multiple surgeries. Luckily my medical care was covered by the national healthcare (New Zealand). However I requested CanAssistance support with upgrading my flight home and moving my (luggage as recommended by the hospital). In 18 days CanAssistance were unable to process my claim and provide support. I ended up taking my flight without additional support (uncomfortable and not ideal for recovery). I was disappointed with CanAssistance poor service, but imagine my dismay when I noticed they billed my healthcare benefits over $1600! This is FRAUD. Not only did they not provide assistance during one of the worst times of my life but they actually charged for it. I’m thankful I didn’t need CanAssistance to cover my healthcare costs because it’s clear they are not a trustworthy or reliable company.

I am a physician who assisted in the care of a foreign student who provided us with the can assistance information to submit a claim which I did. I received a noreply email with confirmation number that my claim was received. This was on March 6, 2024. I have tried to call the toll free number but kept getting the prompt that they are experiencing a large number of calls and to hold in order to keep my priority. At one time, I held for 1 hour and 15 minutes and never been able to get through to a customer service member. I decided to forget about getting paid and consider a pro bono service for that student,

J'ai fait une réclamation pour le bris d'une valise lors d'un voyage. Réponse: vu que la compagnie n'a pas été avisé, ils ne veulent pas payer car la compagnie ne paie pas mais n'aurait quand même pas payer vu que la compagnie aurait payé. En résumé: si la compagnie paie, ils ne paieront pas et si la compagnie refuse, ils ne paieront pas vu le refus.

Do not , I repeat, do not waste your precious time and money enrolling with can assistance thru Blue Cross. All the reviews I’ve read I couldn’t agree with more. You simply cannot get ahold of a human voice, they keep asking for further information and they don’t accept anything but scanned copies (they simply assume you have these capabilities).
They have made my trip cancellation experience extremely stressful. Don’t put yourself thru this.i agree with other reviewers about how they make it so impossible that all you want to do is give up and withdraw your claim. What a scam.

I have been waiting for resolution of my claim for medical care in Mexico since the beginning of March. They keep requesting more medical information despite sending all reports and invoices. I paid over $5000 for emergency surgery and thus far have received $340. Very very poor service and communication.

Take five days to repatriate a person from Mexico to Quebec by Air Medic plane... Being lied to, being given answers and subsequently contradicting these answers, changing itinerary four times in the last 24 hours. Knowing that our mother must have a tumor removed as quickly as possible because her life depends on it is unacceptable. The most ridiculous thing is that we were the ones who had to find a surgeon and a hospital available to receive her, otherwise we wouldn't even dare imagine the extra time it would have taken.
Let's hope they don't have a death on their conscience and a bonus prosecution ;-)