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COVID-19: Travel Medical for Canadians Travelling Abroad

Am I covered?

Due to the COVID-19 Pandemic, we strongly recommend you return home due to the possible unavailability of healthcare at your destination.

You are covered for medical emergencies related to COVID-19 provided you left your home province before March 13, 2020 and travelled to a destination that did not have a Canadian Gov’t issued Travel Advisory (avoid all non-essential travel) that was in place prior to March 13, 2020.

If you left on your trip on or after March 13, 2020, you will not have emergency medical coverage for any COVID-19 related expenses. You will have coverage for any other medical emergency subject to the terms and conditions of the policy.

I'm still away on a trip outside of Canada. Do I really need to come home?

 The Government of Canada is strongly urging all Canadians to return home immediately. This is an unprecedented order to protect your health. According to the member companies of the Travel Health Insurance Association of Canada (THIA), given the current and constantly evolving COVID-19 situation throughout the world, THIA strongly advises all Canadians currently abroad to follow the Government of Canada’s recommendation to return to Canada as soon as possible. Not taking all of the necessary measures that are presently available to return to Canada could have a negative impact on your health and on your insurance coverage.

  • By delaying your return, transportation options could become even more limited or non-existent and you will put yourself at greater risk staying abroad.
  • The health care system in many countries is expected to experience a dramatic increase in demand and may not be able to give you any health care if needed as citizens will receive care priority.
  • In addition, your insurance company may not be able to give you assistance or any service outside Canada.
  • During this unprecedented time, your assistance/insurance company may not be able to repatriate you since the border will be closed and Canadian health facilities, which are similarly expected to see a dramatic rise in care demands, will prioritize citizens already in the country.
  • If your policy contains an exclusion related to any government advisory, your coverage might be limited or excluded in the future.
  • If you are not certain about your coverage, please contact your insurance company at the numbers provided in your policy.

Please follow the Canadian Government’s advisories and recommendation to avoid all non-essential travel and to repatriate as soon as possible. You can find the advisories here:

I’m an essential service provider, am I covered?

TuGo defines an “Essential Service Provider” as: A person who is required to travel to the USA in order to provide private or public essential services that are necessary, at any time, for the security, safety, health and/or the welfare of the  public or a segment of the public. This includes but is not limited to truck drivers (transporting essential goods such as medicine, food, gas, etc.), airline crew members and health-care workers.

As the COVID-19 situation continues to evolve, TuGo will provide emergency medical coverage for COVID-19 related expenses for “Essential Service Providers” up to the policy limit for existing policies and annual policy renewals only.

Can I extend my trip?

Due to the COVID-19 Pandemic, we strongly recommend you return home due to the possible unavailability of healthcare at your destination.

If you left on your trip before March 13, 2020 you can extend your policy, and coverage would be provided for any COVID-19 related expenses.

If you left on your trip on or after March 13, 2020, you can extend your policy, however there will be no emergency medical coverage for any COVID-19 related medical expenses. 

If your policy is expiring, and has not lapsed, we will allow you to purchase a onetime 10-day extension to your travel medical coverage. It may be adjusted for as long as it would reasonably take you to return to Canada; we will provide coverage for travellers who cannot return home and are quarantined.

What about travel medical refunds?

If you decide not to go on your trip and your policy has not gone into effect, please contact the insurance broker you purchased your policy from to obtain a refund. Refund options may be available on your travel emergency medical policy, if you return earlier than your scheduled dates.

  • Single Trip Emergency Medical

If you return early from your trip, refunds are available for your unused number of days on your emergency medical policy, as long as you don’t claim or have any intention of claiming on your policy. Please contact your broker.

  • Annual Emergency Medical Plan

If you have travelled on your annual policy, refunds are not available.

For all other refund requests please contact TuGo Customer Service at 1-855-929-8846 or

COVID-19: Travel Medical for Visitors to Canada & Students

Am I covered?

If you purchased a policy that went into effect before April 3, 2020 and did not experience any symptoms upon arrival in Canada, coverage for COVID-19 will be provided subject to the terms and conditions of this policy, just like any other medical condition.

For example, if you have a policy that was in effect in January, and the policy is still in effect when you visit the doctor, coverage would be provided for COVID-19.

My policy was purchased before April 3, 2020 and is expiring soon, can I extend it?

If your policy has not expired, and you can confirm you’re in good health and have no claims or intention to claim you can buy an extension. The policy would cover COVID-19 during the extension period.

My policy has expired, can I extend my coverage?

If your policy has expired, you cannot purchase an extension, however you can purchase a new policy but there would be no coverage for COVID-19.

Can I purchase a Visitor to Canada, Visitor to Canada Holiday Package, or Student Medical policy and have coverage for COVID-19?

As of April 3, 2020, you can buy new policy, but there would be no coverage for COVID-19.

COVID-19: Trip Cancellation & Trip Interruption

Am I covered?

As of March 4, 2020, COVID-19 is considered a known circumstance for travel, which means it’s no longer considered sudden and unexpected.

If you bought Trip Cancellation & Trip Interruption Insurance March 4, 2020 or later, there is no coverage for cancellation or interruption as a result of COVID-19.

If you bought Trip Cancellation & Trip Interruption Insurance before March 4, 2020, and you would like to cancel your trip, coverage would still apply, provided there was no travel advisory to avoid all or non-essential travel to your destination at the time your trip was booked or the insurance was purchased.  Please note the travel advisory must still be in effect on your scheduled departure date.

What about Trip Cancellation & Trip Interruption claims?

Most travel related companies are offering to reschedule flights, provide future credits or refund.

TuGo requires that you request a refund from your airline, cruise line or other tour operator prior to submitting a claim to TuGo. Please check with your travel provider first to see if a refund is available to you.

Coverage is only available for non-refundable, prepaid expenses or change fees. However, if you choose to accept a future travel credit, we won’t reimburse this portion of the expenses. If you do not accept a future travel credit, we will reimburse the eligible expenses, as long as you provide proof that the credit has been cancelled.


  • My cruise was cancelled, and the cruise line issued me a future cruise credit. Can I claim? No, TuGo does not provide reimbursements if a future credit is accepted.
  • I booked my flight on points and I have to pay a service fee to reschedule my flight. Can I claim for service fee? Yes, the service fee is covered.

If you’re wanting to open a Trip Cancellation & Trip Interruption claim due to a Canadian government travel advisory related to the 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.

COVID-19: Claims

Can I come in person to submit my claim?

To ensure public health and safety, effective March 16, 2020 and until further notice, Claims atTuGo’s offices are closed. To make a claim, please submit online, call 1-800-663-0399 or email

Why Buy Travel Insurance

Why should I buy travel insurance?

Whether you're adventuring abroad or taking a trip to a neighbouring province, travel insurance protects you and your loved ones. Be confident you're covered when dealing with a medical emergency, travel delay or theft.

If I get sick or injured while travelling, will provincial government healthcare pay for my medical expenses?

Provincial healthcare provides limited coverage for medical treatment and hospital costs outside of Canada. Some provincial healthcare plans don't cover expenses like ambulance services, emergency dental treatment and prescription drugs.

Why do I need additional travel insurance if I already have credit card coverage?

Some credit cards provide basic travel insurance. However, this coverage is often limited.

Credit card coverage may apply for a limited time period, or be available only up to a certain age. It's often only applicable if the trip is paid for with your credit card.

When should I buy travel insurance?

To make sure you're protected, buy insurance before leaving. Your plan should cover your entire trip, including the day you leave and the day you return.

Can I still buy travel insurance if I’m over 60 and have a few medical conditions?

Yes, TuGo Travel Insurance covers all ages, but some exclusions might apply depending on your health status. You’ll need to review the policy wording of the insurance you’re interested in buying, talk to your local insurance broker, for more details.

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    About Buying Travel Insurance

    Where else can I buy travel insurance?

    You can buy travel insurance through your local insurance broker or by contacting TuGo’s Customer Service at 1-855-929-8846.

    Does TuGo offer family coverage?

    Yes, we do. Family plans are available with certain insurance plans and are an economical choice when travelling with family.

    What happens if I need to extend my policy because I’m staying away longer?

    We can help you do that. All you have to do is give our Customer Service team a call at 1-855-929-8846 and we’ll get you sorted.

    What is the maximum number of days I can buy travel insurance for?

    This depends on your home province and age. Just give TuGo’s Customer Service a call at 1-855-929-8846.

    What’s a ‘deductible’?

    While some definitions may differ between plans, and may not apply to all types of plans, we define deductible as “the portion of eligible expenses you must pay from your own pocket when an eligible claim occurs. For all medical insurance plans (except our Visitors to Canada plan), the deductible applies to the expenses remaining after payment by your provincial or territorial government healthcare plan.”

    Are sports-related injuries covered?

    Yes, TuGo automatically covers sports and activities under the Emergency Medical or Visitor to Canada Emergency Medical plan unless they're listed under our Optional Sports Coverages or as exclusions. Optional Coverages are available for Contact Sports, Adventure Sports and Extreme Sports.

    For a complete list of sports and exclusions, you’ll need to review the policy wording of the insurance you’re considering.

    My contact or trip details have changed, or the information in my policy declaration is wrong. Do I have to notify anyone?

    Yes, please! If any information has changed, it could impact your coverage. Please call us at 1-855-929-8846 and we'll update your details!

    Can I cancel a policy?

    You can cancel most policies before or on the effective date, but may not after. To cancel a policy, please call us at 1-855-929-8846 for more information.

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