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Travel Insurance FAQs

TuGo’s goal is to ensure you have the information you need to make informed decisions about your travel insurance. That’s why we’ve provided answers to a number of questions that we’ve received from travellers just like you, and continue to update this page regularly.

Have claims-related questions? Visit our Claims FAQs page.

FAQs

COVID-19: Important Updates

COVID-19: Travel Medical for Vaccinated Canadians

Will my Emergency Medical Insurance policy cover me for COVID-19 when I travel outside of Canada?

Your Emergency Medical Insurance Worldwide or Excluding USA policy will cover you for COVID-19, up to the policy limit or up to each benefit limit as specified in the plan, if you’ve followed your provincial/territorial Health Authority’s protocols and:

  • You’ve been partially vaccinated with a Health Canada approved dose at least 14 days before your departure date; and,
  • If available to you, you’ve received or scheduled any subsequent vaccine doses before your departure.
  • You’ll also be covered if you aren’t eligible for a vaccine due to your age.

Some Emergency Medical Insurance plan benefits have limits that apply. For example, coverage under the Child Care benefit has a limit of $500 per day to a maximum of $5,000 for necessary child care expenses if you’re hospitalized.

If you’ve had COVID-19 and were advised by your provincial/territorial Health Authority to delay getting your booster, coverage would be provided as you would be following COVID-19 vaccine protocols outlined by your provincial/territorial Health Authority.

We realize vaccine availability varies from province to province and it may take some time before subsequent doses are recommended or made accessible to you. For coverage to apply, you must have done your due diligence to follow your provincial/territorial Health Authority's protocols and received any subsequent vaccine doses or at least have the appointment scheduled.

Am I covered for COVID-19 within Canada?

You’ll be covered by your provincial healthcare plan for COVID-19 and other medical emergencies. That said, you may want to consider purchasing Emergency Medical Insurance for the other costs that can be incurred over and above what your provincial healthcare plan pays for, like an ambulance ride, return of vehicle and more.

Am I covered for COVID-19 during my upcoming cruise?

Yes, TuGo’s Emergency Medical Insurance policy will cover travellers regardless of travel advisory levels issued by the Canadian government provided you have met the applicable vaccine protocols outlined by your provincial/territorial Health Authority.

Am I covered for COVID-19 if I've already received a vaccination and have purchased a TuGo Emergency Medical Insurance plan before June 22, 2021?

If you’ve purchased a TuGo Emergency Medical Insurance policy before June 22, you'll now be covered for COVID-19 emergencies occurring on or after June 22—even if you’ve already left on your trip—as long as you’ve followed your provincial/territorial Health Authority’s protocols and:

  • You’ve been partially vaccinated with a Health Canada approved dose at least 14 days before seeking treatment for the medical emergency.
  • If available to you, you’ve received or scheduled any subsequent vaccine doses before seeking treatment for the medical emergency.
  • You’ll also be covered if you aren’t eligible for a vaccine due to your age.

We realize vaccine availability varies from province to province and it may take some time before subsequent doses are recommended or made accessible to you. For coverage to apply you must have done your due diligence to follow your provincial/territorial Health Authority's protocols and receive any subsequent vaccine doses or at least have the appointment scheduled.

What does “following the provincial/territorial Health Authority’s vaccine protocols” mean?

Coverage for COVID-19 is available under the TuGo Emergency Medical Insurance plan, provided you follow the COVID-19 vaccine protocols of your provincial/territorial Health Authority. This means you must register for a vaccine and book your appointment as soon as it is available to you.

Most Canadians will have now received their first vaccine dose, if they’ve chosen to. If you’re planning a trip, you’ll need to keep in mind that you’ll only have coverage for COVID-19 if your departure date is more than 14 days after your first vaccination date. If subsequent doses are recommended by your provincial/territorial Health Authority and are made available to you, you’ll have coverage if you’ve at least booked your second dose (or any applicable subsequent doses/boosters), but haven’t yet received it at the time of departure.

For coverage to apply, you must have done your due diligence to follow your provincial/territorial Health Authority's protocols and receive any subsequent vaccine doses or at least have the appointment scheduled. If your subsequent dose and/or booster is made accessible to you, but you can’t schedule an appointment, then this dose would be considered not yet available to you and coverage may be provided.

What is the difference between having “proof of vaccination status” and “following provincial/territorial Health Authority vaccine protocols”?

While proof of vaccination status may be required at both the provincial and federal level for access to certain events, services, businesses and/or for travel, there is a difference between having proof of vaccination status and following your provincial/territorial Health Authority vaccine protocols.

Even though a booster dose doesn’t affect proof of vaccination status at this time and isn’t currently a federal government requirement for travel, your provincial/territorial Health Authority may have vaccine protocols in place that differ from the federal vaccine travel requirements.

We realize that vaccine protocols and availability vary from province to province, but for COVID-19 coverage to apply, you'll need to make sure that you’re following your provincial/territorial Health Authority vaccine protocols based on their requirements and availability for vaccines, which includes subsequent doses and/or booster doses.

What is considered a subsequent vaccine dose? Does this include booster doses?

A subsequent vaccine dose means any COVID-19 dose that is recommended for you by your provincial/territorial Health Authority after you’ve received your first COVID-19 dose. This can be a second dose, a third dose, any other additional doses and/or a booster dose.

If you aren’t sure if or when a third/additional dose or booster dose is recommended for you, you must check your provincial/territorial Health Authority’s protocols.

I received my first COVID-19 vaccine dose less than 14 days before my departure date. What are my COVID-19 coverage options?

If you had your first COVID-19 vaccine dose less than 14 days before your scheduled departure date, you’ll need to wait at least 14 days before departing on your trip for coverage to apply.

I’m now eligible for my second or subsequent vaccine dose, but my appointment was scheduled for after I return from my trip. Can I buy Emergency Medical Insurance and still be covered for COVID-19?

Even though you didn’t receive the subsequent dose of the vaccine, coverage would be provided for COVID-19 under the TuGo Emergency Medical plan, since you’ve followed your provincial/territorial Health Authority’s vaccine protocol by registering and booking your appointment before leaving on your trip.

My family plans to travel soon. My spouse, oldest child and I are fully vaccinated, but my youngest child isn’t yet due to age. Will TuGo cover our family for COVID-19?

Yes, the TuGo Emergency Medical Insurance plan would cover your whole family. Children who aren’t eligible for a vaccine due to their age are also covered by the COVID-19 benefit.

If I receive a vaccine dose before my trip and have a reaction before my departure, will this be considered a pre-existing medical condition? 

Yes, it would be a considered a pre-existing medical condition and needs to meet the stability requirements of Emergency Medical Insurance.

If I receive a vaccine dose before my trip and have a reaction while on the trip, will this be covered? 

If the onset of the adverse reaction or complication occurs after departure, this would be considered unexpected and coverage would be provided under Emergency Medical Insurance, subject to the policy terms and conditions.

If I receive a vaccine dose during my trip, will it be covered? 

No, a vaccine is considered a preventative measure, not an emergency medical treatment. The vaccine would not be covered under our Emergency Medical Insurance, since a vaccine isn’t a medical emergency.

If I receive a vaccine dose during my trip and have a reaction while on the trip, will this be covered? 

Yes, you would be covered under Emergency Medical Insurance, subject to the policy terms and conditions. The vaccine itself wouldn’t be covered, since it isn’t an emergency medical treatment.

If I’ve previously been diagnosed with COVID-19, can I still have coverage for COVID-19? What requirements do I need to meet?

You’ll be covered for COVID-19 under the TuGo Emergency Medical Insurance plan if you haven’t been diagnosed with COVID-19 on or within 30 days before departure and aren’t showing symptoms on or within 14 days before departure. Keep in mind that just like any other medical condition, coverage for COVID-19 (and any related complications that arose before departure) is subject to the pre-existing medical condition stability period requirements. Refer to your policy wording for details about the stability periods that apply to you.

If you’re diagnosed with a new case of COVID-19 during your trip that isn’t a continuation of a previous COVID-19 diagnosis, we do consider this to be a new event and coverage would be available, provided you have met all the criteria outlined under the COVID-19 benefit. Please refer to your policy wording for details.

COVID-19: Partially Vaccinated or Unvaccinated Canadians

I received my first COVID-19 vaccine dose less than 14 days before my departure date. What are my COVID-19 coverage options?

If you had your first COVID-19 vaccine dose less than 14 days before your scheduled departure date, you’ll need to wait at least 14 days after your first vaccination date before departing on your trip for coverage to apply.

Am I covered for COVID-19 if I'm not vaccinated?

Travelling within Canada:

  • COVID-19 coverage is available regardless of vaccination status.

Travelling outside of Canada:

  • If you purchased the COVID-19 Insurance – Unvaccinated plan before December 22, 2021, eligible expenses related to COVID-19 would be covered.
  • Coverage is available if you aren’t vaccinated due to your age.

Note: As of December 22, 2021, coverage for unvaccinated Canadian travellers is no longer available for purchase. If none of the above situations apply to you, emergency medical coverage for COVID-19 isn’t available.

COVID-19: Tests

Will the mandatory COVID-19 tests that are required to leave/return to Canada be covered? 

No, since the mandatory COVID-19 test is not a medical emergency, the test (including any additional COVID-19 test taken to meet government requirements) won’t be covered under any of our plans, regardless of the test results.

Where can I get a COVID-19 antigen or PCR test before leaving Canada?

CVM Medical offers fast, easy and private testing in its Calgary, Vancouver and Nanaimo, BC clinic locations. Private testing is also available in your Canadian your residence or place of business. Find out more.

If my mandatory COVID-19 test comes back positive, will I be covered for emergency medical expenses?

Yes, coverage is available under the Emergency Medical Insurance plan.

If I’m showing symptoms while on my trip and get tested, but my COVID-19 test results come back negative, will the test be covered? 

Yes, coverage is available under the Emergency Medical Insurance plan.

If my policy is expiring and I’m waiting for my mandatory COVID-19 test results, can I extend my policy? 

Yes, you can extend your policy, subject to the policy terms and conditions. If the test comes back positive, coverage will be provided for medical expenses, but the cost of the test won’t be covered.

What happens to my coverage if my policy is expiring and my mandatory COVID-19 test results come back positive, preventing me from returning home as scheduled?

An automatic extension to your emergency medical coverage is available, due to a positive COVID-19 test result, when it prevents you from returning home as scheduled and the test results are received within 14 days of your scheduled return date.

If you're eligible for the automatic extension as per the policy wording, you don’t need to contact TuGo; the extension is provided automatically. The number of days available for your automatic extension would vary depending on the reason you need to extend your trip. Please refer to your policy wording for details.

To support an automatic extension to coverage resulting from a COVID-19 diagnosis made outside the 14-day period, before your scheduled return date, written confirmation from a doctor is needed to confirm that you are medically unfit to travel or still need to quarantine on the scheduled return date.

Note: When an automatic extension is provided due to a positive COVID-19 test result, the positive test result must include a name and date, as well as the laboratory or medical clinic name. A COVID-19 home test can’t be used to substantiate a claim because it doesn’t specify the date the result was received or who took it. Keep in mind that if you can’t book an official antigen or PCR test to support your claim, you may need to pay for a private test or get written confirmation from a doctor advising that you can't travel.

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

Am I covered?

If you purchased a new Visitors to Canada Emergency Medical 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.

COVID-19: Trip Cancellation & Trip Interruption

Am I covered?

If you purchased Trip Cancellation & Trip Interruption on or after November 30, 2021, coverage is provided if you must cancel or interrupt the trip as a result of a medical condition related to COVID-19. If you have an active policy purchased before November 30, 2021, you’ll have coverage for emergencies occurring on November 30, 2021 onwards, even if you’ve already left on your trip.

Keep in mind that just like any other medical condition, coverage for COVID-19 (and any related complications) is subject to the pre-existing medical condition stability period requirements. Please refer to your policy wording for details about the stability periods that apply.

If you’re diagnosed with a new case of COVID-19 that isn’t a continuation of a previous COVID-19 diagnosis, we do consider this to be a new event and coverage would be available.

Note: If you need to cancel because you lost your job or your flight's cancelled due to COVID-19 (which is considered a known circumstance for travel and therefore no longer considered sudden and unexpected), you won't be covered.

Can I purchase Trip Cancellation & Trip Interruption coverage after I've already left on my trip?

Coverage for Trip Cancellation & Trip Interruption for an existing trip can't be purchased after departure. Trip Interruption Only coverage is also not available for purchase after departure.

However, you can purchase a policy with Trip Cancellation & Trip Interruption Insurance after departure, but only for a new side-trip booked while you’re already away. Keep in mind, that in the event of a trip interruption claim where you need to be returned to your point of departure, it will be to the place you departed from to start the side-trip.

What coverage is available if I have to quarantine due to a positive COVID-19 test result, which prevents me from returning home as scheduled?

If you purchased a policy with trip interruption coverage before you left for your trip, you’ll have access to all the applicable trip interruption benefits, which includes coverage for the cost of a one-way economy airfare to your original point of departure (or the cost of a flight change fee in lieu of) as well as out-of-pocket expenses up to $350/day per insured person to a maximum of $1,500 per insured person for commercial accommodation, meals, internet, telephone and taxi expenses.

Note: You can only claim for the cost of a new flight (or change fees in lieu of), if you incur unexpected expenses due to cancelling or rescheduling your flight.

Keep in mind that trip interruption coverage is provided up to the sum insured amount selected at the time you purchased your policy and as indicated on your policy declaration. This sum insured amount is the total maximum limit for all available interruption benefits, but there are also some interruption benefits that have specific limits. If you’re claiming under a benefit with a specific limit, such as the out-of-pocket expenses outlined above, then we'll cover either up to the trip interruption sum insured or up to the limit of the benefit, whichever is less.

For example: The cost of a new flight was $1,000 and the cost for hotel and meals was $2,000 ($400 per day for 5 days). The total costs incurred was $3,000.

  • If you had selected a trip interruption sum insured of $1,500, you can claim up to a maximum of $1,500 for all expenses combined. Total amount payable by TuGo: $1,500
  • If you had selected a trip interruption sum insured of $10,000, coverage is available for the full cost of the new flight and up to $350 per day to a maximum of $1,500 for your hotel and meals. Total amount payable by TuGo: $2,500
Can I cancel or interrupt my trip if I or a family member test positive for COVID-19 and need to quarantine? 

Yes, TuGo’s Trip Cancellation & Trip Interruption Insurance provides coverage in the event quarantine is required due to COVID-19 sickness for the following: 

  •  The insured traveller and their family members  
  • The travelling companion and their family members  
  • The host at the travel destination
Can I cancel or interrupt my trip if I’ve been exposed to COVID-19 and need to quarantine? 

No, coverage isn’t provided if you’ve been contact traced for COVID-19 in your community or at your travel destination.

Can I cancel due to a travel advisory, border closure or because I’m no longer wanting to travel due to COVID-19 case levels? 

TuGo’s Trip Cancellation & Trip Interruption Insurance doesn’t provide coverage if you have to cancel due to COVID-19 travel advisories, border closures, or because you don’t want to travel due to high case levels. However, TuGo’s Trip Cancellation & Trip Interruption Insurance will provide coverage if you must cancel or interrupt your trip due to your medical condition related to COVID-19 (or the medical condition of those listed in the applicable covered risks).

Does a doctor need to be consulted before I cancel or interrupt my trip because of a COVID-19 diagnosis?

While we normally require a doctor to confirm the medical necessity for cancelling or interrupting a trip, in the case of a COVID-19 diagnosis, we will accept proof of a positive COVID-19 test in lieu of a medical certificate or letter from a doctor as follows:

  • For trip cancellation - written confirmation from a doctor is not required when someone tests positive within 14 days before the scheduled departure date.
  • For trip interruption - written confirmation from a doctor is not required for expenses incurred within 14 days from the date a positive COVID-19 test result is received.

The positive COVID-19 test result must include a name and date, as well as the laboratory or medical clinic name. A COVID-19 rapid test can’t be used to substantiate a claim because it doesn’t specify the date the result was received or who took it. Keep in mind that if you can’t book an official antigen or PCR test to support your claim, you may need to pay for a private test or get written confirmation from a doctor advising that you can't travel.

To support a trip cancellation or interruption claim for COVID-19 that was diagnosed outside these 14-day periods, written confirmation from a doctor is needed to confirm the patient is still medically unfit to travel on the scheduled travel date.

I have Cancel for Any Reason coverage. Can I cancel because of reasons related to COVID-19?

Yes, if you added on this option within 5 days of booking the trip and making an initial payment (or before any cancellation penalties from the travel supplier apply) to your Trip Cancellation & Trip Interruption Insurance, you can enjoy flexibility whenever your trip is cancelled for any reason that’s not already listed as a covered risk in the policy. This coverage gives you the flexibility to cancel for any reason more than 5 days before the departure date, for a 50% reimbursement of your prepaid, unused non-refundable travel costs. The terms and conditions of the policy would still apply.

If I received a vaccine before buying Trip Cancellation & Trip Interruption Insurance, but have a reaction after buying the policy, can I cancel my trip? 

Yes, coverage would be provided subject to the policy terms and conditions, if you didn’t have symptoms at the time the insurance was purchased. 

Notes: If you had symptoms/complications before you purchased the insurance, this wouldn’t be covered, since the symptoms were a circumstance known to you–which might reasonably be expected to prevent travel as booked. 

If you purchased the insurance more than 72 hours after booking the trip, any illness, disease, or death occurring within 72 hours of purchasing the insurance wouldn’t be covered.

If I received a vaccine after buying Trip Cancellation & Trip Interruption Insurance and have a reaction, can I cancel my trip? 

Before leaving on your trip: Yes, coverage would be provided subject to the policy terms and conditions.

While on your trip: Yes, if you had a reaction to a vaccine, coverage would be provided subject to the policy terms and conditions.

COVID-19: Refunds

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 may be available to you.

Single Trip Emergency Medical

If you returned early from your trip, a 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 aren’t 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.

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 1-855-929-8846or info@tugo.com.

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? 

A refund request can be submitted under the Emergency Medical Insurance plan for the unused portion of the trip, if there are no claims submitted under the medical plan.

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.

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.

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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