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COVID-19: Travel Medical for Canadians Travelling Abroad

Can I get COVID-19 coverage to travel outside of Canada?

As of October 28, 2020, you can buy TuGo’s COVID-19 Insurance. This insurance can be purchased in conjunction with TuGo Emergency Medical Insurance. You must meet the eligibility requirements of both the TuGo Emergency Medical plan and the COVID-19 plan. For eligibility information, contact your local insurance broker or TuGo’s Customer Service at 1-855-929-8846.

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.  

If you’re an Essential Service Provider, we will continue to authorize COVID-19 coverage for you under your Emergency Medical Insurance coverage until further notice.  

Travellers who are not Essential Service Providers will need to purchase the single trip COVID-19 Insurance for each trip.

I already have a Multi Trip Annual TuGo emergency medical policy. How do I get COVID-19 Insurance for my upcoming trip?

TuGo’s COVID-19 Coverage is available on a single trip basis; if you have a Multi Trip Annual policy, you’ll need to buy COVID-19 Insurance for each trip you take. 

Can I buy TuGo’s COVID-19 Insurance if I have coverage from another travel insurer?

No, TuGo’s COVID-19 Insurance is only available with a TuGo Emergency Medical plan that’s in effect for the same period of coverage as the COVID-19 plan.

I already have TuGo Emergency Medical Insurance and have left for my trip. Can I buy TuGo’s COVID-19 Insurance post-departure?

Yes, if you bought Emergency Medical Insurance coverage before October 28, 2020, contact TuGo’s Customer Service to buy a COVID-19 Insurance policy, subject to health and claim status. If you buy a TuGo Emergency Medical plan after October 28, and decided not to buy COVID-19 Insurance before you left, coverage won’t be available on a post-departure basis.

Does answering the COVID-19 Medical Questionnaire mean I’m covered for pre-existing medical conditions? 

No, there is no coverage for pre-existing conditions under the COVID-19 Insurance. However, we consider diagnoses of COVID-19 as isolated cases and not pre-existing conditions. If you’ve been diagnosed with COVID-19 and have since recovered from it, but during your trip you contract another isolated case of COVID-19, we do not consider this to be a pre-existing condition. 

If I’ve previously been diagnosed with COVID-19, am I still eligible to purchase coverage? What requirements do I need to meet?

You are eligible to purchase the coverage as long as you haven’t been diagnosed with COVID-19 on or within the 30 days prior to departure, and you aren’t showing symptoms of COVID-19 on or within the 14 days prior to departure.

Can I extend my TuGo Emergency Medical Insurance and COVID-19 Insurance while I’m away?

Yes, the same extension criteria as the Emergency Medical plan will apply.

How does TuGo’s COVID-19 Insurance work if I also have coverage under WestJet or Swoop? 

WestJet or Swoop COVID-19 Coverage isn’t the same type of coverage as TuGo Emergency Medical Insurance. TuGo’s COVID-19 Insurance isn’t available as a top-up to the WestJet or Swoop COVID-19 coverage either. 

Limited Time Offer: 15-month Multi Trip Annual Insurance

I heard there’s a limited time offer. What’s that all about?

TuGo is offering 15 months of Multi Trip Annual Insurance coverage for the price of 12 on new sales, renewals and auto-renewals, until December 31, 2020.

If I have automatic renewal, will my policy be renewed with the 15-month annual offer?

Yes, TuGo is pleased to renew policies that come up for renewal from now to December 31, 2020 on the 15-month plan.

Can I renew my annual policy early to take advantage of the limited time offer?

Yes, you’re welcome to contact your broker or TuGo’s Customer Service to renew your policy early and take advantage of the offer before December 31, 2020.

Do I have to renew with the 15-month limited time offer?

No, you can choose to renew on the standard 12-month annual plan. Simply contact your broker or TuGo’s Customer Service to advise of your preference.

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

Am I covered?

If you purchased a new Visitor to Canada Emergency Medical, Visitor to Canada Holiday Package, or Student Medical policy on or after July 8, 2020, coverage for COVID-19 may be provided, subject to the terms and conditions of the policy, just like any other medical condition.

If you purchased a policy between April 3, 2020 and July 7, 2020 coverage will not be provided for any COVID-19 related medical conditions. However, if the policy is still in effect on or after July 8, 2020, you will be covered for COVID-19 from July 8 onwards. This means that coverage can change mid-trip.

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 may also be provided, subject to the terms and conditions of the policy.

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.

Examples:

  • 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.

My flight to, within, or from the US was cancelled by the airline. Can I claim with TuGo?

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.

  • Since you’re entitled to refunds when these flights are cancelled by the airlines, you must contact the airline directly.
  • Unfortunately, not all airlines are following these obligations, so you may have to escalate a complaint with your carrier.
My flight to, within, or from countries in the European Union (EU) was cancelled. Can I claim with TuGo?

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.

  • Since you’re entitled to refunds when these flights are cancelled by the airlines, you must contact the airline directly.
  • Unfortunately, not all airlines are following these obligations, so you may have to escalate a complaint with your carrier.

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 at TuGo’s offices are closed. To make a claim, please submit online, call 1-800-663-0399 or email claims@tugo.com.

What happens if I’m hospitalized for a medical emergency unrelated to COVID-19, but I contract COVID-19 while in the hospital? Will the medical expenses be covered under the Emergency Medical Insurance plan or the COVID-19 Insurance plan? 

Any expenses related to the original medical emergency would be covered up to the policy limit of the Emergency Medical Worldwide or Worldwide Excluding USA Insurance. Any expenses specifically related to the traveller being tested and diagnosed with COVID-19 will be covered up to the policy limit under the COVID-19 Insurance plan. 

COVID-19: Refunds

How will COVID-19 Insurance refunds be handled?

If the policy was cancelled before the effective date or within 10 days of the application date (if travel hasn’t taken place), a full refund is allowed. Refunds aren’t available if the policy has already gone into effect (even if the travel advisory is downgraded to a Level 1 or 2 during the coverage period).

What about travel medical refunds?

If you decided not to go on your trip and your policy has not gone into effect, a full refund, or a voucher for the full refund amount may be available to you.

Single Trip Emergency Medical
If you returned early from your trip, a voucher or refund is 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.

Annual Emergency Medical Plan
If you have travelled on your annual policy, refunds are not available. However, if you bought an  extension to your Multi Trip Annual policy (for example, you added an extra week to your 10-day annual policy trip length), you may be able to get a refund.

Option 1: Bonus Offer! Travel Insurance Voucher

When you choose a Travel Insurance Voucher for future travel plans instead of a refund, you:

  • Get a minimum of 10% more days added to your future travel policy! We’ll round up the bonus day, offering you at least 1 extra day free of charge. You can also split up your voucher days over more than 1 trip.
  • Will have any administration fees waived, if applicable.

To proceed with a voucher, visit Travel Insurance Voucher.

Option 2: Partial refund

To proceed with a refund, you’ll need to:

  1. Download, save and complete TuGo’s Refund Application
  2. Submit proof of your return home
  3. Email both documents to refunds@tugo.com

For all other requests please contact TuGo Customer Service at 1-855-929-8846 or info@tugo.com.

Have BCAA Travel Insurance?

Contact BCAA directly.

If the travel advisory changes to a Level 4 (avoid all travel) and I decide to return home early, am I eligible for a partial refund?

While there are no partial refunds allowed under our COVID-19 Insurance, a refund request can be submitted under the Emergency medical plan for the unused portion of the trip, provided there are no claims submitted under the medical plan.

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.

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.

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.

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.

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.

What is TuGo Telemedicine?

As one of our valued travel insurance customers, you can take advantage of TuGo Telemedicine powered by 1.800MD®, while visiting the US.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 use our telemedicine service instead. You’ll be connected with a certified physician, who can provide consultation and a recommended treatment, right over the phone. Read more about our telemedicine service.

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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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