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How to report a trip cancellation or trip interruption claim with TD Insurance

A TD Insurance Trip Cancellation and Interruption Plan is insurance for travellers who may want coverage for eligible travel expenses if their trip is cancelled or interrupted for a covered reason. This article may help you understand how to report a trip cancellation or trip interruption claim with TD Insurance. We'll provide some examples of the documentation you may need to submit a claim, and you'll find a list of examples of insured risks for trip cancellation and trip interruption insurance.

How to report a trip cancellation or trip interruption

The first thing you should do if your trip has been cancelled or interrupted is open a claim online or notify Global Excel Management Inc., our administrator, over the phone.

To open a claim online, visit the Online Claims Portal. Depending on the type of claim, you  will need to answer a few questions and upload  the necessary supporting documentation online. You can also check the status of your active claim on the portal.

You also have the option to open a claim over the phone. To do so, contact Global Excel Management Inc., at:

1-833-962-1140 (toll free from Canada or the U.S.)

+1-519-988-7629 (collect from other countries)

Monday to Friday, from 8 a.m. to 8 p.m., EST.

When calling, please make sure to have the following information handy:

  • The name on your policy
  • Your policy number
  • The name of the insurance plan you purchased
  • Your contracted dates of travel for the covered trip
  • The reason for cancellation or interruption of your covered trip
  • The telephone, email address and/or fax number where you can be contacted immediately 

How soon should a trip cancellation or trip interruption be reported?

Make sure to contact Global Excel Management Inc., online or over the phone, and your supplier of travel services on the day the insured risk occurs or on the next business day. Advising them of your trip's cancellation or interruption could help avoid reducing of the maximum benefit payable under the policy.

What are some of the documents you may be required to submit when reporting a claim?

You'll have to provide all required documents that will help substantiate your claim. Global Excel Management Inc., will advise you—whether over the phone or online through the claims submission portal—what documents are required for your claim.

You can use the Online Claims Portal to upload these documents, or you can mail them to the address provided here.

Global Excel Management Inc.
 73 Queen Street
 Sherbrooke, Quebec, J1M 0C9

Examples of documents you may be required to submit when making a trip cancellation or trip interruption claim:

  • Completed claims form
  • Credit card statement (the statement must be for the cardholder that the claim is being submitted under and must confirm the cardholder's name)
  • Original booking invoice (a document confirming the amount paid for all expenses related to your trip)
  • Original travel itinerary (a document showing the plan and schedule of your original trip that was booked)
  • Receipts for out-of-pocket expenses (transportation, meals, accommodation, travel vouchers)
  • Proof for cause of claim (for example, medical, death or any other condition that caused the trip to be cancelled or interrupted)

Some additional documents that you may need to submit a claim for trip cancellation and trip interruption

Note: While this list covers some of the documents you may need to support your claim, there could be further documents required based on your specific claim. Please read your policy or contact our administrator to learn more about the claims process. 

Trip Cancellation:

  •  Proof of cancellation - document confirming cancellation by the travellers, date of cancellation, refunds provided (if applicable), refund amount obtained, cancellation fees, and if any travel credits were offered. 

Trip interruption:

  • New booking invoice - document confirming the amount paid for any new travel expenses that were incurred as a result of your trip interruption.
  • New travel itinerary document confirming the new travel itinerary as a result of your trip interruption. 

List of insured risks for trip cancellation and trip interruption

Any of the following occurrences that prevent you from departing, travelling, or returning on the scheduled date of the covered trip is an insured risk.

1. Sickness, injury, death or quarantine of you, a travel companion, an immediate family member, a travel companion’s immediate family member or a caregiver.

2. Death or emergency hospitalization of a business partner, a key employee or a close friend occurring within 10 days of the contracted departure date or during the covered trip.

3. Death or emergency hospitalization of your host at trip destination.

4. Complete cancellation of a cruise within 30 days of departure by the cruise line when the cruise ship is deemed inoperative as a result of a collision at sea, an onboard fire or the complete breakdown of the ship’s engines. The cruise ship must weigh a minimum of 10,000 tons and your ticket must be issued and paid in full at the time of cancellation.

5. The relocation of your principal residence or that of your travel companion due to an unforeseen transfer initiated by the employer with whom you, your spouse, a travel companion or a travel companion’s spouse are employed at the time of purchase of this insurance or the booking of the trip. This insured risk does not apply to cases of self‑employment or temporary contract work.

6. Involuntary loss of permanent employment without just cause by you, your spouse, a travel companion, a travel companion’s spouse, your parent or legal guardian (if you are under 16 years of age) provided that, at the time you purchased this insurance or booked the trip, the imminent loss was not public knowledge, nor known by the mentioned persons. This insured risk does not apply if employment began after this insurance was purchased or to cases of self‑employment, temporary contract work, temporary layoffs or if you were in the trial period for a new permanent employment.

7. Your principal residence or that of a travel companion is assessed to be uninhabitable or your place of business or that of a travel companion is deemed inoperative. This insured risk does not cover losses caused by your intentional fault

8. A new official travel notice issued by the Canadian Government after this insurance was purchased and after you booked your trip, warning Canadian residents not to travel to, or advising to leave, a specific region or country that is part of your covered trip.

9. A delay that causes you to miss or interrupt any part of your covered trip when, the private or rented vehicle which you are driving or are a passenger in, or a common carrier or a prepaid connecting flight aboard which you are a passenger, is delayed due to weather, a mechanical failure, an emergency road closure by the police or an accident, provided that the vehicle was scheduled to arrive at the contracted departure or return point at least two hours (or the required minimum arrival reporting time, whichever is the greater) in advance of the contracted time of departure or return.

10. You or a travel companion are the victim of a hijacking or a direct, violent attack during the covered trip.

Learn more about what trip cancellation and interruption insurance is and how it works.

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The content on this page is for general information purposes only and does not constitute legal, financial or insurance advice. Speak to a licensed insurance professional regarding your specific situation. The information contained herein is subject to change without notice.

TD Insurance Trip Cancellation & Interruption Plan is administered by Global Excel Management Inc. and its subsidiary, CanAm Insurance Services (2018) Ltd. TD Insurance Trip Cancellation & Interruption Plan is an individual plan underwritten by TD Life Insurance Company (medical covered causes) and TD Home and Auto Insurance Company (non-medical covered causes). Medical and claims assistance, claims payment and administrative services are provided by the administrator described in the insurance policies. Coverages and benefits are subject to eligibility conditions, limitations, and exclusions, including pre-existing medical condition exclusions. Please refer to the Sample Policy for full details.