Who is TuGo?

TuGo
11th floor - 6081 No. 3 Road
Richmond BC, Canada
V6Y 2B2
Telephone: 1-855-929-8846
E-mail: info@tugo.com

North American Air Travel Insurance Agents Ltd. doing business as TuGo is represented by licensed insurance agents Kathleen S. Starko and Bradley G. Dance in New Brunswick, Nunavut, P.E.I., the Northwest Territories and Yukon, and is licensed as a general insurance agency in all other Canadian provinces.

OneWorld Assist Inc. doing business asClaims at TuGo is the claims and assistance provider and performs all assistance services and administers claims on TuGo’s behalf.Claims at TuGo provides ISO 9001:2015 certified service.

Our Underwriters

TuGo's insurance policies are underwritten by the following insurers:

  • Industrial Alliance Insurance and Financial Services Inc.
  • Industrial Alliance Pacific General Insurance Corporation
  • Certain Lloyd's Underwriters, severally and not jointly

How to file a complaint

Denials

At Claims at TuGo, claim denials are taken very seriously. Before any denial is finalized, a complete and thorough review is undertaken and approved by a member of the Claims Management team, either the Claims Administration Supervisor or Director.  Whether a claim has been fully or partially denied, a personalized letter explaining the reason for the denial is sent to the claimant. For denials requiring additional explanation, or larger claims, a more detailed explanatory letter will be sent that also refers the claimant to the relevant page number in their policy and quotes the applicable exclusion or policy term.

Denied expenses are submitted to the claimant’s provincial health care plan on their behalf. Upon request, denial notification is also sent to the medical providers, care facilities and/or other vendors.

Disputes

Claimants can dispute denials and are asked to submit their dispute in writing.

All disputes are reviewed by the examiner and a member of the Claims Management team. If additional information is provided which supports the dispute, the denial may be overturned.

If no new information is provided, the claim and the denial dispute are also reviewed by members of the Claims Dispute Panel, which may include the Claims Administration Director, the Chief Claims Officer and the Business and Insurance Services Director.  If the denial is maintained, a letter from the Claims Administration Supervisor is sent to the claimant explaining that the denial was maintained and why the basis of the dispute did not change the outcome.

If the denial is disputed again, the claim will be reviewed by the Claims Administration Director and additional members of the Claims Dispute Panel. If denial is maintained, an additional letter will be sent to the claimant from the Claims Administration Director, again explaining the basis of the denial and why the dispute did not change the outcome.

While we endeavour to consider and resolve all complaints on a timely basis, in the event you remain unsatisfied, you may refer your complaint to the main underwriter Industrial Alliance. Please click here for a copy of their complaint procedures.

External recourse option

if you remain dissatisfied with the final decision of the Insurer’s Complaints Officer, you may request that your compliant be transferred to the appropriate regulatory body.

In Quebec

You have the right to ask, in writing, that a copy of the complaint file be forwarded to the Autorité des marchés financiers (AMF).

Following the transfer, the AMF will examine the file and, if deemed appropriate, may offer dispute resolution services. You can reach the AMF by calling toll-free 1-877-525-0337 or, in Quebec City, at 418-525-0337, in Montreal at 514-395-0337, or by e-mail at renseignementsconsommateur@lautorite.qc.ca.

For Quebec Residents

  1. Insurer’s contact information:Industrial Alliance Insurance and Financial Services Inc., 400–988 West Broadway, PO Box 5900, Vancouver BC V6B 5H6, Canada, solutions@ia.ca or toll-free at 1-800-266-5667
  2. Distributing Firm’s Name & Contact Information:North American Air Travel Insurance Agents Ltd. doing business as TuGo, 11th floor - 6081 No. 3 road, Richmond, BC Canada, V6Y 2B2, info@tugo.com or toll-free at 1-855-929-8846
  3. Licensed Sectors:Group insurance of persons and Insurance of persons
  4. Registration No.: 600258

Disclaimers

The proposed insurance transaction is between you and the named insurance company.

In soliciting the transaction described above, TuGo represents the named insurance company.

Upon completion of this transaction, TuGo will be paid a commission or fee by the named insurance company.

TuGo has no financial interest in the named insurance company and the named insurance company has no business or financial interest in TuGo.

Both TuGo and the named insurance company are prohibited from requiring you to transact additional or other business as a condition of this transaction.

Trademarks

When using a TuGo trademark, make sure to spell and capitalize them exactly as they appear in the following list. Always attribute any trademark on this list with appropriate markings and clearly display a disclaimer in the footer.

Example of trademarks with appropriate markings:

TuGo® is a registered trademark owned by North American Air Travel Insurance Agents Ltd. doing business as TuGo®, used under license.

TuGo® and TripMate® are registered trademarks owned by North American Air Travel Insurance Agents Ltd. doing business as TuGo®, used under license.

TuGo® and Travellers Helping Travellers™ are trademarks owned by North American Air Travel Insurance Agents Ltd. doing business as TuGo®, used under license.

The following list is not a comprehensive list of all TuGo trademarks. The absence of a product name or logo from this list does not constitute a waiver of TuGo’s trademark or other intellectual property rights concerning that product name or logo.

List of TuGo owned trademarks:

TravelGold®
Travellers Helping Travellers™
TravelMate®
TripMate®
TuGo® (name and logo)
Ultimate TripGuard®
Visitors to Canada Platinum®

If you have any trademark questions or need additional information for a specific region or country, please contact marketing@tugo.com.

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