Effective July 1, 2023, UBC's new Emergency Travel Assistance (ETA) provider for faculty and staff enrolled in the extended health plan will be Global Excel Management (GEM).
GEM replaces the previous provider, Allianz Global Assistance (Allianz) as they will no longer be providing out-of-province emergency travel assistance.
What this change means for you
The telephone numbers will remain the same, and there’s no change to your coverage. GEM will provide the same emergency out-of-country and out-of-province travel assistance as Allianz. Allianz will continue to manage claims incurred prior to July 1, 2023, for the remainder of 2023.
You can find the current details for our emergency travel assistance plan on the Emergency medical coverage page, this information will be updated on July 1, 2023, to reflect the change to GEM.
What you need to do
It’s always a good idea to have your travel card with you. You’ll be able to download your new travel card on or after July 1, 2023, by logging in to mysunlife.ca or the mySunLife mobile app. Until then, there is no action you need to take.
FAQ
| Q: Who do I call if I need help while travelling outside my province or Canada, on the date of the transition? | A: The telephone numbers will remain the same. When the transition takes place on July 1, 2023, you can use the same phone numbers for assistance, even if you haven’t downloaded your new travel card yet. |
| 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 emergency travel assistance service provider. |
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Q: What happens if I’m dealing with an emergency outside my province or Canada during the date of transition? |
A: If your emergency started before July 1, 2023, Allianz would continue managing your medical emergency until it’s completed. GEM will handle new medical emergencies that occur on July 1, 2023, or after. |
| Q: Will my existing travel benefit card be valid after July 1, 2023? | A: Yes. The information on the card is still valid. We encourage you to download your new card on or after July 1, 2023 (before travelling) using mysunlife.ca or the mySunLife mobile app. |
| Q: What do I do if I didn’t call at the time of emergency and I have a claim to submit? | A: You have 30 days to submit your claim upon your return to your home province. |
| Q: I have an open claim with Allianz, how do I contact them after July 1, 2023? | A: You can use the phone numbers listed on your travel card. You’ll have the option to be transferred to Allianz if you need an update on your claim. |
Questions?
If you have any questions about the change to UBC's Emergency Travel Assistance provider, please contact the UBC Benefits team.
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