Whether it’s a question about our claim process, when and how to submit a claim, or what to do with claim forms, you’ve come to the right place. Below, Claims at TuGo answers the most common questions we receive.
Have questions about your travel insurance policy? Visit our Travel Insurance FAQs page.
If you’re claiming for medical expenses, medical providers always have the option to send the bill(s) directly to Claims at TuGo®, but they may have their own protocols that could require you to pay upfront. If that’s the case, be sure to keep all the itemized bills and receipts so that you can send them to us, along with your completed claim form.
For any other type of expenses that require immediate payment (such as hotels, flights, meals, taxis, etc.), you need to pay for these upfront and submit the itemized bills and receipts to Claims at TuGo.
Please keep in mind that if you need to reschedule or book a new flight, Claims at TuGo is not able to do so on your behalf. Airlines have privacy policies in place that require you to contact them directly to make the necessary flight arrangements.
Since every claim is different, we may need to work with a number of different providers to resolve your claim. The more parties involved, the longer it could take. However, know that we’re committed to processing your claim as quickly as possible!
On your behalf, we might coordinate with:
To help expedite the claims process, here are some helpful tips:
No one likes paperwork… but we need some important details in order to get your claim processed. There are a number of parties involved, and each one has its own requirements:
Please fill out each form completely, regardless of the amount of your claim. Incomplete information may result in a delay.
Once you’ve completed and signed your forms, log into myTuGo, and upload your signed claim forms along with itemized bills, itemized receipts, and other required documents under the Claims section > Upload documents. Make sure to keep a copy for your own records.
Also be prepared to provide:
Note: we can’t start your claim without fully completed and signed claim forms, so it’s important that you upload these documents as soon as possible. If original receipts are required, we’ll let you know.
Don't worry; we’ll translate them for you! All you have to do is provide all the documents/receipts you have. However, if you wish to translate them before sending them in, feel free to do so.
A medical history and/or detailed medical records for the condition(s) claimed may be required. If necessary, we’ll request that you obtain these records from your doctor(s), and/or all medical providers that you visited while travelling. These records include complete medical records from all medical providers that treated you for the condition(s) claimed, for all dates of treatment while travelling. This includes an ER report (if treated in a hospital), clinical notes (if seen in a clinic or doctor’s office), and all other records related to the condition(s). If admitted to the hospital, please provide complete medical records for the entire admission; this includes ER, admission, discharge and testing reports, and any follow-up consultations while travelling.
Many US medical providers send automatic statements every 30 days to you, without informing us. If you receive any additional bills/statements showing an outstanding balance, upload these additional bills to myTuGo, and we’ll help resolve this issue on your behalf.
You’ll need to complete it, if you have other insurance through a group benefits plan, credit card, etc. However, if your spouse is the primary policyholder, he/she will need to sign it.
If you’re a BC resident, and were hospitalized overnight outside the province, MSP requires this additional form. You’ll only need to complete Section A, and we’ll complete the rest for you.
You have the right to dispute you claim denial. For more information on the Complaint process, click here.
On myTuGo, you can submit any type of claim—from emergency medical claims to non-medical claims such as claims for rental cars, dental coverage, prescription glasses, baggage, and more!
To start a claim as quickly as possible, please submit a claim online with myTuGo. Detailed instructions on how to use myTuGo, along with tips to help process your claim quickly, are available here: https://tugo.com/en/claims/how-to-make-claim/
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If you’ve tried to log in several times, the system may stop sending new verification codes to your email. Wait 2-3 hours for your account to unlock and then try again. If this doesn’t work, contact our Customer Service team for assistance.
If you’ve received a verification code past the 5-minute time limit, request another code and try logging in again.
You may not see your policy on your dashboard because of recent changes to your profile. Ensure that your personal information is correctly entered under “Settings”. Once edited, log out and log back into your account to see your policy. If this doesn’t work, contact TuGo’s Customer Service team for further assistance.
If you received an error message such as “If you can’t find what you’re looking for, call TuGo’s Customer Service at 1-855-929-8846 to discuss your options,” chances are, you’re attempting an action that’s unavailable on myTuGo. For example, extending a Single Trip policy for only some of the travellers, purchasing optional coverages, extending certain plans while you’re outside of your home province, etc.) and therefore must be done by TuGo’s Customer Service team.
If you've already added an extension to your Multi Trip policy and are looking to add another extension, you can do so by entering a different "departure date" and "return date". We will factor in your Multi Trip trip length and calculate how many extension days you need to buy for that additional trip.
During certain stages of the claims process, documents cannot be uploaded to myTuGo. To submit these documents to us by other means please email claims@tugo.com.
Once you have completed and signed your forms, log into myTuGo, and upload your claim forms along with itemized bills, itemized receipts, and other required documents. You can go to the Claims section > Upload documents.
If you have any issue uploading the documents, please email them to myclaim@tugo.com.
If your claim is in the completed status, this means that we have made a claim decision. We are likely in the process of making payments to you or your providers.
If your claim is being denied, we will mail you a letter that outlines the reasons for our decision.
If your status has been in the completed stage for more than a month and you have not received your payment or explanation of benefits letter, please email your query to myclaim@tugo.com using your claim number as the subject line of the email and we will get back to you as soon as possible.
If you have called in to open your claim through one of our customer service agents, you may not be able to upload forms or see your status right away using myTuGo. This is usually temporary and is corrected by emailing your completed claims forms to claims@tugo.com. If you notice this message more than 10 days after sending us your claims forms, you can call our customer service team for assistance.
Still have questions? Feel free to contact us!