FAQs
Welcome to guard.me FAQ's. Here are some valuable
tips for questions we get asked most often.
Insurance
Q.Who can apply for guard.me insurance?
A.
guard.me specializes in meeting the needs of the international education sector. If you are under the age of 65 and departing from Canada as a student, faculty member, teacher, chaperone, or participant in an educational, business, or cultural exchange, guard.me Global Travel Insurance is for you. We even offer travel coverage for your spouse, parents, and children who are over the age of 15 days and under 19 years.
Q.How do I know if I’m covered?
A.
Did you purchase a guard.me policy online? If so, you’ll receive an email confirmation with instructions on how to log in to your guard.me My Account to access your policy details and download your Healthcare Access Card.
Did your institution arrange guard.me insurance on your behalf? If so, you should contact them directly for details about your policy and receiving your Healthcare Access Card and policy documents.
Does your plan include CAP membership (Crisis Response Program)? If so, you’ll receive a separate email from FocusPoint International with your account login. Details about your CAP membership will be available in your guard.me My Account.
Your coverage dates are available in your guard.me My Account and included on your Healthcare Access Card.
Q.Can I travel to multiple countries?
A.
Absolutely! Coverage is effective everywhere in the world* except your home country. If you apply for insurance online, make sure to select the country where you will stay the longest.
*There is no coverage in countries or regions that are rated Avoid All Travel by the Government of Canada at the time of departure. Refer to your policy wording for details.
Dependents
Q.Can I apply for coverage for a family member?
A.
Yes. We offer coverage for your spouse, parents, and children who are over the age of 15 days and under 19 years.
If the option to add a dependent is not available on your institution’s guard.me website, contact them directly to inquire about dependent coverage.
Extending Coverage
Q.What happens if I want to extend my guard.me insurance?
A.
If you purchased a guard.me policy online, you can renew your policy through the same website. We recommend that you complete your purchase before your current policy expires, to avoid a gap in coverage that could affect your benefits.
If your institution has arranged guard.me insurance on your behalf, contact them directly for details about extensions.
Cancellations & Date Changes
Q.Can I cancel my policy?
A.
If your institution arranged your policy, contact them directly to request a cancellation.
If you purchased your policy directly through a guard.me website, you may only cancel your policy within 10 days of purchase. If you have not yet departed on your covered trip and there are no claims in process, you will receive a full refund. To cancel within the 10-day Right to Examine period, contact us at admin@guard.me.
Q.My trip dates changed. How can I change my dates of coverage?
A.
If you purchased your policy through a guard.me website and your trip hasn’t yet started, contact us at admin@guard.me. Include your policy number and the new dates of your trip.
If your policy was arranged through your institution, contact them directly.
Admin
Q.What is covered?
A.
The summary below is a high-level overview. For a complete list of benefits, exclusions and important information, login to your guard.me My Account and download your policy summary and policy wording.
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Benefit
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Global Plan A
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Global Plan B
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Maximum
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Hospital & medical
|
 |
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$2,000,000
|
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Emergency dental
|
|
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$300
|
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Medical evacuation / return home
|
|
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$2,000,000
|
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Baggage / personal effects
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|
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$800
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Lost or stolen passport or visa document
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|
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$300
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Bedside visit
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|
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1 round trip flight
+ $500 for hotel
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Third party liability
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|
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$1,000,000
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Trip cancellation & Trip interruption
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N/A
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$5,000
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Trip delay
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N/A
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$1,500
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Claims
Q.How do I make a claim for reimbursement?
A.
You can easily submit your claim online through guard.me My Account. However, if you prefer to print your claim, make sure to mail the originals of all medical records and receipts, together with the signed claim form, to the address shown on the form (we recommend keeping a copy of all documentation for your own records):
guard.me Claims
Old Republic Insurance Company of Canada
P.O. Box 557, Hamilton, Ontario L8N 3K9
Q.Who do I contact for help with claims?
A.
Old Republic Insurance Company of Canada
Direct dial (collect): 1-905-667-2540
Toll-free (Canada & USA): 1-877-640-9877
Email: guardmeclaims@oldrepublicgroup.com
Medical Emergencies
Q.What should I do in a medical emergency?
A.
Call the Canassistance 24-hour emergency hotline. Remember to provide your name, your policy number, your location and the nature of the emergency. You will be referred to the most appropriate service provider for your situation. Tell them you have a guard.me policy issued by Old Republic Insurance.
- Direct dial (collect) 1-905-667-0587
- Canada & USA 1-800-334-7787
Security Emergencies
Q.What should I do if I feel unsafe or I’m involved in a situation that requires an emergency response?
A.
Your CAP membership (Crises Response Program) entitles you to on-demand 24/7 access to international travel security specialists who can provide expert advice and, if necessary, coordinate in-country emergency response and assistance services, including security evacuation.
In any emergency, the CAP Advantage app provides remote alarm capabilities designed to secure your safety. Simply open the CAP Advantage app by FocusPoint International and press the Assist button. You can also contact the CAP 24-hour hotline at 1-619-717-8549 or send a text to 1-954-727-1916.
Q.I have a CAP membership (Crises Response Program). What type of events or situations are covered?
A.
Your CAP membership (Crises Response Program) covers numerous events and situations, including:
- Political instability
- Natural hazards and disasters
- Terrorism and disappearance of persons
- New pandemics
- Extortion, violent crime, hijacking, and kidnapping
- Wrongful detention
About Us
Real People. Real Solutions. Real Life.
guard.me is a leading provider of international student health insurance and,
we’re so much more. That’s why, as a trusted partner for private and public universities, colleges, language
schools and schoolboards, we created
guard.meCARES, our innovative
platform of health and wellness programs and services designed to mitigate risk, manage crisis events and improve health
and wellness day-in and day-out.
guard.meCARES is more than a name; caring is at the heart of everything we
do. It’s who we are and it’s why we are here. The philosophy of caring for students and our partners and giving
back to the communities in which we do business is our guiding principle and what sets us apart from our competitors.
Our team of Real People delivers the personalized attention and culturally-sensitive
Real Solutions
clients need for
Real Life. We offer expert assistance during times of crisis, innovative programs and digital
resources that improve wellness, ongoing education and training for staff and educators through our Wellness and Learning
Initiatives, with unparalleled customer support.
It’s a commitment to caring that every
guard.me team member holds at their core and
strives to deliver on each and every day. We do it not because we have to, but because
guard.meCARES
Mental Wellness Student Support Program
keep.meSAFE’s innovative Student Support Program (SSP) helps students by promoting early
intervention and 24/7 access to mental health support. We help students manage their mental
health so they can fully participate in academic life and complete their studies. keep.meSAFE
is the first support program to use linguistically and culturally matched licensed clinicians,
providing your students a welcoming place where they are comfortable to seek help.
Program Features
Full integration with on-campus resources
Master’s level counsellors experienced in supporting domestic and international students
Access to a counsellor who understands their culture in their preferred language
Immediate and fully confidential support 24/7, through chat and telephone, as well as ongoing support
Free My SSP app with direct access to counsellors and self directed multilingual resources
Outcomes based success measures to report on results
Did you know?
50%
50% of students have felt overwhelming anxiety, making it hard to succeed academically
31%
31% of post-secondary students have felt so depressed that it was difficult to function
Want more information?
Contact our keep.meSAFE sales team,
christinewach@keepmesafe.org
www.keepmesafe.org
If this is an emergency, please call 911 immediately.
Get support when you need it most
Studying at college or university whether in another country or another city can be a wonderful and exciting life experience.
But it can also be a time of tremendous stress and isolation as you learn to navigate a new landscape and begin campus life.
The GuardMe Student Support Program is a support service available to eligible students that can help
them with challenges faced when studying or living abroad. You can contact GMSSP anytime – day or night – to speak with
a counsellor who has experience supporting the unique challenges students face.
Access support from anywhere and anytime
Download the TELUS Student Support App from either the Apple App Store or Google Play
Call 1-844-451-9700
Outside North America 001-416-380-6578
Chat directly with a counsellor through the app.
Visit www.gmssp.org to learn more!
Follow us!
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Provides you with confidential support
GMSSP is completely confidential within the limits of the law,
so no one – including your family, friends, or professors – will ever know you
used the program unless you choose to tell them
Talk to a GMSSP counsellor who
- Is available 24/7 and at no cost to you
- Keeps your information confidential
- Understands your culture
- Speaks your language
Get help and advice about anything
- Being successful at school
- Relationships with friends and family
- Language and cultural barriers
- Anxiety and stress
- Balancing work and school
- Adapting to new cultures
mobileDOCTOR by guard.me allows you to connect with Canadian
doctors on Maple, a telemedicine company, as a part of your health
benefits. Maple provides access to doctors, Canada wide, on your
phone, tablet or computer anytime, anywhere.
Seeing a doctor on Maple is safe and reliable, and can help prevent
the need to go to a walk-in clinic or Emergency Room.
When outside of Canada the mobileDOCTOR service connecting you
to a Canadian doctor in real time remains available 24/7 for advice
purposes only.
How It Works
2. Apply account coverage for family members
To add insured family members, click on “Patient Profiles” from the dashboard.
In “Account Settings” under the “Coverage” tab, add the relevant guard.me policy numbers.
3. Chat With A Doctor
Click the “See The Doctor” button and a Maple doctor will respond to you in minutes.
You can have your consultation by text, video, or audio chat.
4. Get a diagnosis, prescription, or lab requisition
Doctors can diagnose injuries and illnesses, write prescriptions, and provide lab requisitions, all within your consultation. Please note that only eligible prescriptions and lab requisitions are covered by guard.me and can only be provided if you are in Canada.
What Can Be Treated
Sign up today at guard.me/mobiledoctorOpens a new window
mobileDOCTOR - How To Video
Limitation on Liability
The Insurer, the Plan Administrator and/or the Claim Administrator are not responsible for the availability,
quality or results of any Medical Treatment, or Your failure to obtain Medical Treatment or transportation
and shall not be held liable for any negligence, wrongful acts or omissions of any service providers.
Do you need more information?
Please write to us at:
claims@guard.me
