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Whether it’s a question about our claim process, when and how to submit a claim, or what to do with claim forms, you’ve come to the right place. Below, Claims at TuGo answers the most common questions we receive.
Have questions about your travel insurance policy? Visit our Travel Insurance FAQs page.
Travelling outside of Canada:
TuGo’s COVID-19 benefit is available to you if, before your departure date, you’re compliant with the most current Canadian federal Government COVID-19 vaccine requirements for entry and/or return to Canada.
Since there isn’t currentlyfederal Government COVID-19 vaccine requirements for entry and/or return to Canada, TuGo’s COVID-19 coverage is provided regardless of vaccination status. If the federal Government of Canada reinstates vaccine requirements for entry/return to Canada while you are away on your trip, we will still provide coverage under the COVID-19 benefit if there was no vaccine requirement prior to departing on your trip.
If the federal Government of Canada reinstates vaccine requirements for entry/return to Canada in the future, we will only provide coverage under the COVID-19 benefit if you meet these new requirements before your date of departure.
Travelling within Canada:
COVID-19 coverage is available regardless of vaccination status.
TuGo’s Trip Cancellation & Trip Interruption Insurance does not provide coverage if you have to cancel due to COVID-19 travel advisories, border closures, or because you don’t want to travel due to high case levels. However, TuGo’s Trip Cancellation & Trip Interruption Insurance will provide coverage if you must cancel or interrupt your trip due to your medical condition related to COVID-19 (or the medical condition of those listed in the applicable covered risks).
If you test positive for COVID-19 and are unable to return home as planned, coverage for quarantine expenses is available as follows:
It doesn’t matter if the test was taken as a result of symptoms or because it was mandated. To substantiate the claim, proof of the positive COVID-19 test result is required. The proof of test result must include the laboratory or medical clinic name, the date of the result and the name of the person tested.
Quarantine expenses such as meals or accommodations are not covered under the Emergency Medical plan.
If you purchased the COVID-19 Insurance – Unvaccinated plan before December 22, 2021, you’re covered up to $150/day per insured person (or up to $300/day per family) to a maximum of 14 days for meals and lodging, if you have been contact traced for COVID-19 and are unable to return home as planned.
Coverage is not provided under the Trip Interruption insurance plan if you've been contact traced for COVID-19 at your travel destination.
Note: To substantiate the claim, proof that you were advised to quarantine or isolate due to contact tracing is required.
You can download claim forms or open your claim online, or contact TuGo’s Customer Service at 1-800-663-0399 to open a claim.
Be sure to include proof of the positive COVID-19 test result (which must indicate the name of the laboratory or medical clinic, the date of the test result and name of the person tested) as well as all itemized bills/receipts for the quarantine expenses.
Most travel-related companies are offering to reschedule flights, provide future credits or refunds.
Coverage is only available for non-refundable, prepaid expenses or change fees. If your expenses are eligible for a future travel credit, we won’t reimburse this portion, however, we will reimburse any amount over and above the amount of the future travel credit.
The US Dept of Transportation requires that all US and foreign airlines with flights travelling to, within or from the US provide a refund to travellers when the airline cancels the flight.
For example, if you have a flight to New York with Air Canada, and the airline cancels the flight, you’re entitled to a full refund on their airfare.
These expenses aren’t covered under our policy since they are refundable by the airline. TuGo’s Trip Cancellation & Interruption Insurance covers non-refundable pre-paid travel costs.
The European Commission requires that any airline with flights travelling within or scheduled to leave Europe to provide a refund to travellers when the airline cancels the flight. For cancelled flights into Europe, refunds are available for all European airlines. This applies to EU member countries and the non-EU members that are part of the Schengen zone (Switzerland, Liechtenstein, Norway and Iceland).
For example, if you have a flight from Montreal to Paris with Air France, and the airline cancels the flight, you’re entitled to a refund on your airfare. But if you had booked the flight with Air Canada and that flight was cancelled, Air Canada is not required to issue a refund under the EU’s Air Passenger Rights, although they might choose to do so. If the airline does not issue a refund, you may then claim for the non-refundable expenses.
Most of these expenses aren’t covered under our policy since they are refundable by the airline. TuGo’s Trip Cancellation & Interruption Insurance covers non-refundable pre-paid travel costs.
If you’re claiming for medical expenses, medical providers always have the option to send the bill(s) directly to Claims at TuGo, but they may have their own protocols that could require you to pay upfront. If that’s the case, be sure to keep all the itemized bills and receipts so that you can send them to us, along with your completed claim form.
For any other type of expenses that require immediate payment (such as hotels, flights, meals, taxis, etc.), you need to pay for these upfront and submit the itemized bills and receipts to Claims at TuGo.
Please keep in mind that if you need to reschedule or book a new flight, Claims at TuGo is not able to do so on your behalf. Airlines have privacy policies in place that require you to contact them directly to make the necessary flight arrangements.
No, to ensure public health and safety, Claims at TuGo’s offices are closed to the public. To make a claim, please submit online, call 1-800-663-0399 or email firstname.lastname@example.org.
Since every claim is different, we work with a number of different providers to resolve your claim. The more parties involved, the longer it could take. However, know that we’re committed to processing your claim as quickly as possible!
On your behalf, we’ll coordinate with:
Great question! Here are some tips to help expedite the process:
No one likes paperwork… but we need some important details in order to get your claim processed. But we’ll help get you the necessary forms, so you don’t have to track it all down yourself.
On your behalf, we coordinate with a number of parties and each one has its own requirements:
Yes. Each form must be completed in full, regardless of the amount of your claim. Incomplete information may result in a delay.
Originals are preferred, but copies will be accepted in most cases. If originals are required, we’ll let you know, but sending originals up front may help avoid delays down the road. If you send us the originals, we suggest you keep a copy for your records since the originals will not be returned.
Don't worry; we’ll translate them for you! All you have to do is provide all the documents/receipts you have. However, if you wish to translate them before sending them in, feel free to do so.
Many US medical providers send automatic statements every 30 days to you, without informing us. If you receive any additional bills/statements showing an outstanding balance, just let us know. We’ll resolve this issue on your behalf.
You’ll need to complete it, if you have other insurance through a group benefits plan, credit card, etc. However, if your spouse is the primary policyholder, he/she will need to sign it.
If you’re a BC resident, and were hospitalized overnight outside the province, MSP requires this additional form. You’ll only need to complete Section A, and we’ll complete the rest for you.
You have the right to dispute you claim denial. For more information on the Complaint process, click here.
If you aren’t feeling well and would like to seek medical advice, but don’t think a clinic or hospital visit is necessary, you can access our telemedicine service instead, 24/7. Simply call toll-free 1-866-419-9038 and within 1 hour, you’ll be connected with an experienced,certified physician.
No, using our telemedicine service doesn’t require you to file a claim afterwards, as long as no other in-person treatment is necessary. And as an added perk, if you have a deductible on your travel insurance policy, it won’t apply to the call or any resulting prescription expenses.
If you are prescribed a prescription, you’ll need to pay the pharmacy at the time of purchase. Official prescription pharmacy receipts are required; this must include doctor’s name, medication name and dosage. You’ll be reimbursed by Claims at TuGo. To receive your reimbursement, email receipt(s) to email@example.com or fax to 604-276-4593, including your TuGo policy number.You won’t need to submit a claim form , as long as no other, in-person treatment is necessary. Remember, prescriptions and tests are only covered for medical emergencies.
If you receive a lab or imaging requisition, lab work or diagnostic tests need to be done within 1 business day of the online visit, to be covered. You’ll need to complete a Claims at TuGo claim form by downloading it from tugo.com/en/claims/how-to-make-claim/, emailing firstname.lastname@example.org or calling 1-800-663-0399. Remember, lab work and tests are only covered for medical emergencies.
Still have questions? Feel free to contact us!