A Brampton family’s emotional ordeal has taken a positive turn after their 88-year-old mother, visiting from India on a super visa, was faced with an unexpected medical crisis—and a hospital bill of $96,311. The family is now breathing a sigh of relief after Manulife reversed its initial decision and agreed to fully cover the expenses.
Alice John, who arrived in Canada in January 2024 on a six-month super visa to visit her children, fell ill within days of her arrival. She experienced severe respiratory symptoms and was later admitted to Hamilton General Hospital, where she was diagnosed with hypoxic respiratory failure and placed on a ventilator for nearly three weeks.
Her son, Joseph Christy, who resides in Brampton, had taken all precautions—including purchasing a basic super visa travel insurance plan from Manulife with a maximum coverage of $100,000. However, once the family submitted a claim, Manulife denied it on the grounds of a pre-existing condition — namely, congestive heart failure, which would have disqualified her from coverage.
“We felt really disappointed and we felt let down,” Christy said. “The term ‘congestive heart failure’ was never in any of her prescriptions going back three years. It came as a total shock.”
The family believed they were adequately covered, unaware that the policy they had chosen—although it required no pre-screening—could still be denied post-treatment if any signs of a prior condition were found in the medical history.
Martin Firestone, President of Travel Secure Inc., explained that this is a common issue with basic travel medical insurance: “Even if no medical questions are asked up front, the underwriting happens at the time of claim. If the contract excludes pre-existing conditions, insurers will comb through the records, and any evidence of prior illness can lead to denial.”
After CTV News brought the story to light, Manulife re-examined the case.
In a public statement, the company said:
“Sometimes, unique situations come up where the interpretation of the medical file doesn’t align with the contract. We’ve taken a closer look and, given the circumstances, will pay the claim. We’ve notified the relevant parties and are now initiating the payment process.”
The Christy family expressed their gratitude for the resolution.
“We’re grateful for you taking on our story and helping us arrive at this resolution,” Christy said.
Manulife also used the occasion to highlight the importance of transparency in medical history when applying for coverage:
“When purchasing coverage for yourself or a loved one, it’s important to be aware of and clearly communicate everything you know about your health so that you get the right coverage. If you have any uncertainties, we encourage customers to consult with their doctor to get the clarity they need.”
This incident has sparked a broader conversation about the clarity and fairness of travel insurance policies, especially those involving elderly visitors under Canada’s super visa program, which permits parents and grandparents of Canadian citizens and permanent residents to stay for extended periods.