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For Members

Penfield has a devoted team of care coordinators that are here to support you and your family through a medical emergency while you are away.  Our objective is to help manage any emergency with compassion and professionalism.  Extensive communication and education with our members and their families is an integral part of the member experience.


We always operate under a strict policy of managing care according to industry guidelines and basing any decision on what is medically best for our members.  Our ultimate goal is for a safe return home of our members for the continuance of care. 


In the event of a medical emergency

Please dial 911 if it is a life threatening medical emergency.

For all non threatening medical emergencies or assistance requests we ask that you call our assistance line listed below to open a case.

You will be directed to the appropriate medical provider and our financial team will advise the medical provider of your insurance information on your behalf.

We have included a link to our medical provider network for your convenience.


Please dial 911 in the event of a life threatening medical emergency


Toll Free - Assistance Department



Toll Free - Claims Department

877.791.0529 ext  3  


CLAIMS FORMS and process

1. Obtain Receipts

Be sure to obtain a copy of the original receipt for any self pay transactions. 

2. complete forms

Complete one of the attached claims forms or click on the link to complete our online claims form.

3. attach receipts

Include all hard copy receipts and mail to our claims department.  If you are submitting online we ask that you attach scanned images of your receipts.

send or mail forms

Mail Claims and Receipts to

From Canada

Penfield Claims Department
310-260 Hearst Way
Ottawa, ON K2L 3H1

From the USA
Penfield Claims Department

431 State Street
Suite 1235
Ogdensburg, NY 13669

claims form

Medical form with stethoscope

Online claims form

  • How long do I wait before I expect to be reimbursed?
    Once all documents have been received by our claims examiner it will typically take up to 4 - 6 weeks to be reimbursed. It is very important to ensure that you have submitted all receipts and completed the form in its entiry to avoid any delays in reimbursement.
  • Can I cancel my claim?
    Yes as long as nothing has been processed at our end.
  • Can I file my claim electronically?
    Yes, there are a number of ways you can submit your claim form. You have the option to complete the fillable PDF form and submit it electronically. You can also take advange of our online form that is accessible online. You will still be required to mail in original copies of your self paid bills however we can initiate the reimbursement with electronic versions of the receipts.
  • How can I be reimbursed my refund?
    There are two options for reimbursement and include the following 1. Cheque 2. eTransfers
  • Why do I require original receipts?
    According to your policy it is required by the underwriter in order to process the claim.
  • Can I be reimbursed in US funds?
    You have the option to receive reimbursement in Canadian or US funds. It is important that you identify your currency preference on the claim form. The reimbursement default is set to Canadian funds.
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