Canadian Couple Faces $60,000 Hospital Bill After Manulife Denies Travel Insurance Claim

A Canadian couple has been left with a $60,000 hospital bill after their travel insurance provider, Manulife, denied a claim for emergency hip surgery following an accident in Barbados.

Carol and Doug Edwards, from Collingwood, Ontario, said they were shocked by the decision, having purchased travel medical insurance before their trip in March.

Emergency Hip Surgery in Barbados

The couple, who have visited Barbados for more than 30 years, said Doug suffered a broken hip after tripping over a piece of concrete during their stay.

He was taken to hospital, where doctors recommended an immediate full hip replacement. The procedure reportedly cost $60,000.

Doug described the pain as the worst he had ever experienced, while his wife said they had little choice but to proceed with the surgery because of his condition.

Although they would have preferred to return to Canada for treatment, Carol said the severity of his pain made immediate surgery necessary.

Manulife Rejects the Insurance Claim

After returning to Canada, the Edwards family expected Manulife to cover the medical expenses. However, the insurer rejected the claim, citing Doug's previous hip-related medical history.

According to the letter received from Manulife, medical records showed that his right hip had previously been replaced and that he had reported left hip pain associated with a limp. The records also indicated mild left hip degenerative arthrosis and low bone mass.

The denial left the couple responsible for the $60,000 hospital bill. Carol said she believed they deserved reimbursement after everything they had experienced.

Manulife Explains Its Position

Responding to CTV News, a Manulife spokesperson stressed that travellers must provide complete and accurate information when applying for medical travel insurance, particularly when asked about pre-existing medical conditions.

The company said incomplete or inaccurate answers could affect coverage and, depending on the policy terms, its validity. It also advised customers who are uncertain about medical questions to seek assistance from licensed travel insurance agents before completing their applications.

Travel insurance expert Martin Firestone, president of Travel Secure Inc., said non-disclosure of pre-existing medical conditions is a leading reason insurance claims are denied.

He explained that insurers typically request medical records and review them when a claim is submitted, making it important for travellers to disclose relevant health information when purchasing coverage.

CTV News