u/dhriptv87

Hello Redditors,

Found out recently that a passport isn't actually on IRCC's official list of "proof of citizenship" documents.

The list is:

Citizenship certificate (e-certificate or paper)

Citizenship card (discontinued 2012, still valid if you have one)

Birth certificate from a Canadian province/territory

Naturalization certificate (pre-1947)

Registration of birth abroad / certificate of retention (1947–1977)

Turns out it works the other way --> you need one of these to get a passport. The passport is more an ID/travel document, not proof of citizenship itself.

Kind of surprised me.

I amm looking for advice from anyone who has dealt with Super Visa insurance claims in Canada.

I purchased a Super Visa insurance policy for my mother and paid the entire premium upfront. The policy has a $0 deductible, so I expected the claims process to be relatively straightforward if medical treatment was required.

Since February 2026, my mother has had several medical expenses, including:

- Doctor consultation at Appletree Medical Centre

- Prescription medication

- Urinalysis and urine culture

- Ultrasound

- Follow-up doctor appointments

- OBGYN consultations, Pap test, and cervical biopsy

I submitted claims with receipts, doctor's notes, requisitions, invoices, and all supporting documentation.

The insurance company repeatedly requested "complete SOAP notes." I went back to Appletree Medical Centre multiple times and was told that the handwritten SOAP note provided by the physician is the complete medical record available for that visit. The clinic specifically confirmed that no additional notes exist.

The insurance company initially told me the SOAP notes were insufficient, then asked me to sign a consent form so they could obtain records directly from Appletree themselves. I signed the consent form immediately.

On May 1, 2026, they informed me that they had sent a request to Appletree and that it would take 4–6 weeks to receive the records. It is now more than 7 weeks later, and I have received no update.

To make matters worse, some claims have already been closed without any reimbursement. So far, after months of back-and-forth, I have received $0 despite paying the insurance premium in full and providing every document that has been requested.

At this point I feel like I am spending more time chasing paperwork than the insurance company is spending reviewing the claims.

Has anyone experienced something similar with Super Visa insurance? Is this normal? At what point should I escalate the matter to a supervisor, the insurer's ombudsman process, or an external complaint body?

I would appreciate hearing from anyone who has successfully navigated this process or has suggestions on what steps I should take next.