FAQ
Frequently Asked Questions
Getting Started
- Where can I find my policy number?
- I have lost my wallet card. Can I obtain a new one?
- I would like to see a doctor. Do I have to call the emergency assistance number?
- Can you refer me to a doctor?
Finding a Doctor
- What is the search tool, and how do I use it?
- What is a direct-pay network?
- How can I find my postal code?
- I cannot locate a doctor near my home. What should I do?
- What if I need to see a doctor in the middle of the night on a Sunday?
At the Doctor's
- What should I bring with me when I visit the doctor?
- When I go to the doctor's office or to an emergency room, do I have to pay up front?
- What if I am asked to pay up front?
In an Emergency
- If I have a medical emergency, who do I call?
- In an emergency, when is best to call?
- What if I am too sick to call?
- When is the emergency assistance line available to take my call?
Claims and Coverage
- Do I need a claim form to submit my claim?
- How do I submit my claim?
- Am I covered for vision care?
- Am I covered both outside of my province and outside of Canada?
- I have questions about my claim or the claims process. Who do I contact?
Claims
A: When you first enrolled in your plan, Ingle International sent you a welcome letter with a wallet card attached. You can find your policy number on both the welcome letter and on your wallet card. If you do not have a copy of your welcome letter or wallet card, please contact us and we will be happy to help.
Please note that for the search tool you will need to enter the entire number, policy, group and ID numbers, with no spaces.
Please note that for the search tool you will need to enter the entire number, policy, group and ID numbers, with no spaces.
A: We will be pleased to replace your wallet card. Please email us at helpline@ingleinternational.com, and include your name, date of birth, the name of the school you are attending, and the email address where you would like us to send the replacement.
A: For minor to moderate health concerns, you can visit any doctor or walk-in clinic. In this case, you do not need to contact us first. Not sure where to go? Learn where to get the care you need. Regardless of where you receive your care, be sure to bring a claim form with you. Ingle International may need to review it in order to process your claim.
If the doctor you see refers you for more intensive treatment or for diagnostic services, you will need to call the emergency assistance number. Always call in the event of an emergency! Our emergency assistance coordinators will assist you in accessing the services you need. They will also monitor your condition to ensure that the care you receive is appropriate, and will coordinate the direct payment of any hospital bills.
If the doctor you see refers you for more intensive treatment or for diagnostic services, you will need to call the emergency assistance number. Always call in the event of an emergency! Our emergency assistance coordinators will assist you in accessing the services you need. They will also monitor your condition to ensure that the care you receive is appropriate, and will coordinate the direct payment of any hospital bills.
A: Yes, we would be glad to assist you. Use the search tool on this website to find a list of health care facilities in your area. You can also contact us at 1-888-386-8888 if you need further assistance.
Finding a Doctor
A: The search tool helps you locate doctors and other direct-pay medical facilities in your area. It’s as simple as entering the required information and hitting Search! You will need to know the name of your city or postal code, the type of facility you are looking for, and your policy number. The map will instantly direct you to the medical care you need!
A: Ingle International maintains Canada’s largest direct-pay network of medical facilities through our relationship with medical service providers across Canada. These providers will bill us directly for any services you receive that are covered under your plan. By visiting one of these facilities, you will not be required to pay up front.
A: You can search for your postal code by inputting your street address at www.canadapost.ca. Or, if you prefer, you can use your school’s postal code.
If you are having trouble locating your postal code, you can also use the name of your city or street address to search for doctors and medical facilities in the area.
If you are having trouble locating your postal code, you can also use the name of your city or street address to search for doctors and medical facilities in the area.
A: Try setting your search to a wider radius to get more results. Alternatively, contact us at 1-888-386-8888 and one of our representatives will assist you. We are open Monday to Friday, 08:00 am to 09:00 pm ET, and Saturday, 09:00 am to 05:00 pm, Eastern Time.
A: You can call 1-800-295-5205 at any time if you need help finding a facility after hours. Ingle’s emergency assistance provider, Intrepid 24/7, is available 24 hours a day, 7 days a week. If no doctor’s office or walk-in clinic in your area is open and you require urgent care, you can also go to your local hospital’s emergency room.
At the Doctor's
A: It is important to bring the right documents for visits to any type of medical facility. Make sure you have:
- Photo ID
- Your Ingle International wallet card
- A copy of the claim form (Download it here.)
- A list of medications you are taking (if applicable)
- A list of any known conditions or allergies (if applicable)
A: If you visit a direct-pay medical facility, these providers will bill us directly for any services you receive that are covered under your plan. If you visit a facility outside of the direct-pay network, you will have to pay up front and submit a claim for reimbursement.
Even if you are treated at a direct-pay facility, it is still required that you complete a claim form in the event that Ingle International needs to collect more information in order to process the claim. Claim forms can be downloaded here.
Even if you are treated at a direct-pay facility, it is still required that you complete a claim form in the event that Ingle International needs to collect more information in order to process the claim. Claim forms can be downloaded here.
A: There may be times when you are asked to provide payment up front. This may occur if a staff member at the medical facility is unfamiliar with our agreement. Remember, you are not required to pay out of pocket if you are receiving treatment from a facility within our direct-pay network. If the facility asks you to pay, call us at 1-800-295-5205 or send us an email at helpline@ingleinternational.com, and we will speak with the facility on your behalf. If you do not have our contact information on hand and the facility is insistent, ask for an invoice for the charges. You do not have to pay the bill while you are there, but you will have to submit the invoice and claim form to Ingle International as soon as possible so that we can take care of the payment quickly.
In an Emergency
A: If you are seriously injured or critically ill and need immediate medical attention, always dial 911 first (or the local emergency number where you are travelling). Once you are medically able, contact Ingle’s emergency assistance provider, Intrepid 24/7.
From Canada and the United States, call toll free: 1-800-295-5205
From anywhere in the world, call collect: +1 416-640-4416
These numbers are also located on your policy documents and on your wallet card.
From Canada and the United States, call toll free: 1-800-295-5205
From anywhere in the world, call collect: +1 416-640-4416
These numbers are also located on your policy documents and on your wallet card.
A: Call as soon as you can. It is better to call before you receive medical treatment. If this is not medically possible, you must call as soon as you are able to do so.
A: Your travel partner, friend, family member or medical provider can call Intrepid 24/7 if you are unable to do so. However, do not assume that someone else has called on your behalf; your policy may limit coverage if you do not call within 24 hours of your medical issue.
A: Intrepid 24/7 is available 24 hours a day, 7 days a week. By calling this number, you can make sure to get the right treatment, right away. The representative you are speaking with can also help you through the claims process in an emergency.
Claims and Coverage
A: Yes. The claim form is available on this website for you to download. Be sure to complete all sections, sign the form, and include all original receipts.
A: First, gather all receipts, complete the claim form, and sign it. Make sure you keep copies of all original documents. You can submit your claim form and receipts via fax, email, mail, or online. Find more detailed instructions on how to submit a claim on this website.
A: Please see Item Three in the Benefits section of your policy for details. You can download your policy wording here.
A: Yes. Please refer to the summary of benefits on this website or review your policy wording for information on the amount of time you may spend outside of Canada, or for any restrictions on visits to your country of origin.
A: If you have questions regarding your claim or the claims process, please contact us at 1-888-386-8888 (toll free) or 416-644-4870 (in Toronto or outside of North America). You can also email us at helpline@ingleinternational.com.