When travel insurance is denied in Canada after a trip abroad, the bill can reach staggering amounts. That's what Bahoz Ali, a young man from Oshawa, Ontario, discovered after a medical emergency in Mexico in April 2024. Manulife is now demanding more than $147,000, invoking the infamous stability clause.
"I just wanted to give more context"
Bahoz Ali recently shared his story in a public TikTok video after appearing in a CTV News report. "I just want to give a bit more context to what was reported, and everything that happened before and after," he explains at the outset. Before his trip to Cancún, Mexico, planned for April 2024, he had taken out a "Global Youth All-Inclusive" travel insurance policy with Manulife.
A mild fever, nothing more
Six days before departure, Bahoz felt slightly unwell. He took his temperature at home: a mild fever. "I kept an eye on it for a day or two, and I was already feeling better. I decided to see the doctor just to confirm everything was fine." The doctor gave him the green light without hesitation: no health issue detected, fit to travel. The only advice given: stay well hydrated as needed. So Bahoz boarded the plane on April 19, 2024, bound for Mexico.
Everything collapses on day two: the medical emergency abroad
The arrival at the resort went well. On the first day, Bahoz and his partner explored the hotel quietly before going to sleep. But by the next morning, everything changed. "That's when it all went sideways. After that, everything goes dark for me. I lose consciousness, I no longer know where I am or what's happening." His partner immediately called the on-site doctor, who recommended an emergency transfer to the hospital in Cancún. Bahoz was admitted to intensive care, then fell into a coma. He went through continuous, uncontrollable seizures. Doctors ran MRIs, CT scans and lumbar punctures — without finding a clear answer.
Repatriated to Canada, weeks in hospital
Faced with the medical impasse, the Mexican hospital suggested repatriating him to Canada. Manulife, contacted by the family, then agreed to coordinate the repatriation and cover the medical costs. "At that point, I had no pre-existing condition and no medical history," Bahoz points out. An air ambulance brought him back to Lakeridge Hospital in Ajax, where he was again admitted to intensive care for several weeks. His condition was so serious that he no longer even recognized his family members. He was then transferred to Toronto Western Hospital — one of the best hospitals in Canada — to be cared for by world-renowned neurologists.
A diagnosis of epilepsy, unrelated to the fever
After a month of intensive care, medication adjustments and clinical trials, doctors finally reached a diagnosis: epilepsy. And, crucially, the neurologist formally concluded that there was no link between the mild pre-trip fever and the seizures that nearly cost him his life. The following months were gruelling: Bahoz had to relearn how to walk, to speak and to recover his memory, all while continuing his monthly outpatient follow-ups.
The Mexico medical bill arrives… a year later
Just as Bahoz thought he was turning the page, an email from Manulife landed about a year after the events: the company was demanding repayment of all the costs — that is, $147,502, including the care in Mexico and the air ambulance. The reason given: the travel insurance stability clause. This clause requires that the insured had no symptoms and did not see a doctor in the 90 days before departure. Manulife considers the doctor's visit — even though the doctor had cleared him to travel — to be a pre-existing condition.
"The medical records indicate that before the trip, Mr. Ali had symptoms and had consulted a doctor for a pre-existing condition. This condition fell within the three-month stability period before departure. Because the condition was known at the time of travel, it affected how the coverage applied."
Two years of fighting, with no resolution
The family appealed the decision twice. Both appeals were rejected. "It's been more than two years now that we've been fighting Manulife, and we really don't know who to turn to anymore. That's why we reached out to CTV News, to see if it could change anything." Martin Firestone, president of Travel Secure Inc., notes that the link between the pre-trip symptoms and the medical emergency in Mexico is itself questionable, adding: "It's really sad, because it's a lot of money."
A life changed forever
Beyond the bill, Bahoz points to the lasting impact of this ordeal on his life. "No matter how it ends, I'm now a person who will have to live with this condition for the rest of my life." His father, Rahim, expresses deep distrust of travel insurance: "When you really need them, they can always find an excuse not to pay."
What to remember before your next trip
The stability clause appears in the vast majority of travel insurance policies. Even a simple doctor's visit in the 90 days before departure — even if you're declared fit to travel — can be enough to void your coverage in the event of a claim. Always read your policy's conditions before you go, and seek advice from an independent broker.
Travel insurance claim denied: what to do?
- Ask the insurer for the written reason for the denial and the exact clause invoked (often the stability or pre-existing condition clause).
- Gather all your medical records from before and after the trip to show there's no link between your earlier symptoms and the emergency.
- File a formal appeal with the insurer within the deadlines indicated on the denial letter.
- Then file a complaint with the OmbudService for Life & Health Insurance (OLHI) in Canada.
- Consult an independent broker or a lawyer specializing in insurance to assess your options.
Have your travel insurance compared before you go
Our brokers analyze each insurer's stability clause (Manulife, TuGo, Destination Voyage, Allianz, WorldTrips, TrustOne) to spare you nasty surprises when you get home.