Making a Travel Insurance 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 open your claim online, by phone or even in-person*.

If you’re wanting to open a Trip Cancellation or Trip Interruption claim due to the Canadian government travel advisory related to COVID-19, the advisory must be in effect on your scheduled travel date. Please wait to contact us until the day of your planned travel date or afterwards. We’re unable to assist you with opening a claim or confirming coverage prior to this point.

Unfortunately, due to the unprecedented impacts of COVID-19 on the travel industry, we’re currently experiencing a 12 to 16-week delay in reviewing these claims. We apologize for any inconvenience and appreciate your patience.

If you were set to travel to, from or within the US or Europe, and the airline cancelled your flight, you’re entitled to a refund directly from your airline for most flights, which will limit your claim. To avoid delays, please click here for detailed information.

Please ensure all required documentation is included with your claim submission; otherwise, we won’t be able to finalize the claim, causing additional processing delays, since all documentation is reviewed on a first come, first served basis.  Be sure to include:

  • Proof of cancellation for all of your travel plans
  • Proof that you’ve cancelled any available future travel credits
  • Proof of your travel suppliers’ refund policies

Submitting A Claim

Opening 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.

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 for travel insurance 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

Opening a Claim Over the Phone

To open 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

*Note: Effective March 16, 2020 and until further notice, Claims at TuGo’s offices are closed to the public. To open a claim, please submit online or call 1-800-663-0399 or email claims@tugo.com.

To submit your travel insurance 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.

For information on how to make a complaint regarding your claim, visit tugo.com/en/legal/

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