We’re Here For You

How To Make a Claim

Our customer service coordinators, registered nurses and physicians are available 24/7, 365 days per year. Get immediate access to medical assistance specialists any time, from anywhere in the world.

Our Case Coordinators will help you find a local medical facility, arrange for a doctor to treat you, and may even organize the direct payment of your medical bills.

PrimeLink Travel Insurance has partnered with Active Care Management (ACM), an emergency travel assistance company that manages all travel assistance and claims on behalf of PrimeLink.

From lost luggage to hurricanes, stomach aches to heart attacks, ACM will be there to help you through any event that disrupts your vacation. Claims can be made by post, over the phone, by email, online, or by using the ACM TravelAid mobile app.

To get started with a claim, click here:

Start a claim

ACM is committed to providing the best client experience possible in times when comfort is needed most; during a crisis, a medical episode or a security challenge. ACM’s vast knowledge of the global travel space, technological capabilities, crisis management and tenure in the industry allows PrimeLink to offer the smoothest claims process there is.

Other Ways to Submit a Claim

Claims can be submitted by post, over the phone, online, via email or by using the ACM TravelAidmobile app.

Prior to submitting your claim, please have all necessary forms and documentation signed. Doing so will help ensure the timely processing of your claim. Depending on the nature of your claim, necessary documentation may include:

  • Completed claims forms
  • Original or scanned versions of boarding passes
  • Hotel receipts
  • Itemized bills supporting your claim
  • Medical records of any procedure performed

To submit a claim by post, send all forms and documents to:
Active Care Management
PO Box 1237 Station A
Windsor, ON, N9A 6P8

To submit a claim by email, send all forms and documents to:

To submit a claim over the phone, call:
1-855-297-4371 from within North America, or 1-519-251-1581 from outside North America.

To submit your claim using the ACM TravelAid mobile app:
download the app and select “Start a claim.”

While spending my winter in Florida last year I was walking on the beach and put my hip out of place. I had to go to a chiropractor. I was able to find a doctor I was comfortable with and he was a doctor that ACM worked with. I notified PrimeLink and received my claim number and instructions on the required paperwork I would need. I had the adjustments required and received the paperwork with the details of his adjustments. As promised by my claims advisor, all of the paperwork was waiting for me when I returned home from Florida. I submitted my receipts to ACM along with my gas receipts and was reimbursed. The process was quick and painless and I was done and going in no time.

Brian M. PrimeLink Customer