How to Make a Claim

Exceptional claims service is important, so we do our best to make the process as simple as possible. That’s why you can choose to submit your claim online, by phone or even in-person.

Making a Claim Online

Step 1: Create a username and password for myTuGo.
This will allow you to start a claim, check your claim’s status at any time, as well as print and download any claim forms you might need.

Step 2: Start a claim
Have your travel insurance policy number handy when you log in for the first time. Once in, click the “Start a Claim” button to get started.

Already have an open claim with OneWorld Assist or looking to start one?

If you already have an open claim, you can check your claim's status and/or download claim forms. To check your status, you'll need the claim number you've been given and the password you created on the OneWorld Assist site. If you have an open claim with OneWorld Assist, click here.

If you’re looking to start a new claim today, you’ll be served by Claims at TuGo (formerly OneWorld Assist). Click here to get started.

Step 3: Fill out and return claim forms
Once you’ve signed in to your myTuGo account, answer the questions to have the appropriate forms appear. Be sure to fill out the forms completely and print them. Next, mail us these original, signed claim forms. This will help speed up the claims process!

If you’re submitting more than one type of claim (e.g., a medical claim and a lost baggage claim), you’ll have to download claim forms for each claim type.

Step 4: Provide relevant receipts and/or documents
In order to have your claim processed, be sure to provide all original forms, bills and receipts to Claims at TuGo. Also be prepared to provide:

  • Provincial health care forms
  • Extended health information
  • Airline documentation (for Trip Cancellation/Trip Interruption policies)

Step 5: Mail your documents
Now, you’ve got all your forms and documents ready to go. The last step is to mail your original documents to:

Claims at TuGo
10th Floor
6081 No.3 Road
Richmond, BC V6Y 2B2

Making a Claim Over the Phone

To make a claim over the phone, call Claims at TuGo at 1-800-663-0399. Have your policy number ready to provide to a member of our Customer Service team.

Making a Claim In-person

To submit your claim in-person, visit Claims at TuGo Monday to Friday 9:00am to 5:00pm:
10th Floor
6081 No.3 Road
Richmond, BC V6Y 2B2

To get a head start, consider bringing your claim documents and receipts with you.

Download Claim Forms

Get a head start on your claim by downloading and filling out your claim forms before visiting us. Click here to get started.

And remember... all claims are subject to the terms, conditions and exclusions in your policy. It’s best to review your policy to ensure the expenses you’re claiming are in line with your coverage. This will ensure there are no surprises when we’ve completed your claim and determined payment.

Have questions? Visit our FAQs.