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.

Claims at TuGo’s offices are closed to the public. To start 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.

Since every claim is different, we 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!

To help speed up the claim process:

• Send your claim to your group benefits or extended health provider at the same time you submit your claim to TuGo, and be sure to let them know you have a policy with TuGo.
• Make sure to obtain the complete medical records for the condition(s) claimed while you are travelling.

Once we review your completed claim form, we may ask you to obtain additional information and documentation from parties such as:

• Your attending physician's reporting (the medical records incurred when the emergency happened)
• Your family doctor (at home), to obtain your medical history for a certain period of time based on your stability period
• Reports or invoices from other providers you visited related to your claim (i.e., chiropractors, dentists, etc.)
• Records of your travel/transportation providers as needed
• Your car insurance provider

Great question! Here are some tips to help expedite the process:

• We recommend submitting your signed claim forms online within 60 days from the day you were treated.
• Make sure you provide all itemized bills and receipts including:
  • Your full name
  • Date(s) of service
  • Amount charged
  • Type of service/diagnosis
  • Prescriptions with the itemized pharmacy-issued prescription receipt, not the till or credit card receipt
• Make sure you’ve signed all required documents

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:

• The policy Underwriter requires your completed claim form to confirm the claim has been submitted. The decision to pay or decline your claim will be based in part on this information.
• Provincial Healthcare plans require certain forms to be completed and returned to them. Completing and returning these forms helps expedite the process.
• Other Insurers (employment/retirement/other healthcare plans, credit card companies, etc.) require an Assignment of Payment. In order to speed up the claim process, we recommend sending your claim to your group benefits or extended health provider at the same time you submit your claim to TuGo, and be sure to let them know that you have a TuGo policy.

Yes. Each form must be completed in full, regardless of the amount of your claim. Incomplete information may result in a delay.

Yes. 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:

• Provincial and extended health information
• Credit card information for expenses paid by credit card
• Airline documentation (for Trip Cancellation & Trip Interruption policies)

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.

• While you have up to one year from the day of treatment/loss, we suggest that forms be submitted within 60 days. Provincial healthcare plans have tight deadlines for submitting claims. Since we coordinate with these plans on your behalf, if we don’t receive your forms within 60 days of the treatment/loss, your reimbursement could be impacted.
• You have up to one year after the treatment/loss date to submit all your forms and other paperwork to us. After that, your claim is permanently closed.

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.

• If you’re making the claim, you’ll need to sign this section.
• For minors, the legal guardian must sign this section.
• If you’re signing on behalf of the traveller, you'll need to include a copy of the Power of Attorney, to show you’re legally authorized to do so.
• This Authority is needed to request your medical information in order to fairly and accurately evaluate your claim.
• To coordinate with provincial healthcare plans, the Ministry also requires this Authority.
• If this section isn’t signed, it will delay the processing of your claim.

• In order to keep travel insurance premiums as low as possible, it’s necessary to share the cost of your claim with other insurers to which a premium has already been paid.
• Employers often provide extended health benefits to employees and these benefits often continue into retirement. Since travel insurance supplements your other insurance coverages, you’ll need to share this information with us to process your claim.
• If you (or your spouse) don’t have extended healthcare, or benefits available through another travel insurance plan, travel supplier or credit card, you must sign to acknowledge this.
  

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.

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 access our telemedicine service instead, 24/7. Simply call toll-free 1-866-419-9038 and within 1 hour, you’ll be connected with an experienced, certified physician.

No, using our telemedicine service doesn’t require you to file a claim afterwards, as long as no other in-person treatment is necessary. And as an added perk, if you have a deductible on your travel insurance policy, it won’t apply to the call or any resulting prescription expenses.

If you are prescribed a prescription, you’ll need to pay the pharmacy at the time of purchase. Official prescription pharmacy receipts are required; this must include doctor’s name, medication name and dosage. You’ll be reimbursed by Claims at TuGo. To receive your reimbursement, email receipt(s) to maplescanning@tugo.com or fax to 604-276-4593, including your TuGo policy number.​You won’t need to submit a claim form , as long as no other, in-person treatment is necessary. Remember, prescriptions and tests are only covered for medical emergencies.

If you receive a lab or imaging requisition, lab work or diagnostic tests need to be done within 1 business day of the online visit, to be covered. You’ll need to complete a Claims at TuGo claim form by downloading it from tugo.com/en/claims/how-to-make-claim/, emailing claims@tugo.com or calling 1-800-663-0399. Remember, lab work and tests are only covered for medical emergencies.

Travelling outside of Canada:

TuGo’s COVID-19 benefit is available to you if, before your departure date, you’re compliant with the most current Canadian federal Government COVID-19 vaccine requirements for entry and/or return to Canada.

Since there isn’t currentlyfederal Government COVID-19 vaccine requirements for entry and/or return to Canada, TuGo’s COVID-19 coverage is provided regardless of vaccination status. If the federal Government of Canada reinstates vaccine requirements for entry/return to Canada while you are away on your trip, we will still provide coverage under the COVID-19 benefit if there was no vaccine requirement prior to departing on your trip.

If the federal Government of Canada reinstates vaccine requirements for entry/return to Canada in the future, we will only provide coverage under the COVID-19 benefit if you meet these new requirements before your date of departure.

Travelling within Canada:

COVID-19 coverage is available regardless of vaccination status.

TuGo’s Trip Cancellation & Trip Interruption Insurance does not 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).

If you test positive for COVID-19 and are unable to return home as planned, coverage for quarantine expenses is available as follows:

• If you purchased the COVID-19 Insurance – Unvaccinated plan before December 22, 2021, the quarantine benefit provides coverage up to $150/day per insured person (or up to $300/day per family) to a maximum of 14 days for meals and lodging in a commercial accommodation or medical facility.
• If you purchased a policy with a trip interruption coverage, the out-of-pocket expenses benefit provides coverage up to $350/day per insured person to a maximum of $1,500 per insured person for reasonable expenses for commercial accommodation, meals, internet, telephone and taxi fares.

It doesn’t matter if the test was taken as a result of symptoms or because it was mandated. To substantiate the claim, proof of the positive COVID-19 test result is required. The proof of test result must include the laboratory or medical clinic name, the date of the result and the name of the person tested.

Quarantine expenses such as meals or accommodations are not covered under the Emergency Medical plan.

If you purchased the COVID-19 Insurance – Unvaccinated plan before December 22, 2021, you’re covered up to $150/day per insured person (or up to $300/day per family) to a maximum of 14 days for meals and lodging, if you have been contact traced for COVID-19 and are unable to return home as planned.

Coverage is not provided under the Trip Interruption insurance plan if you've been contact traced for COVID-19 at your travel destination.

Note: To substantiate the claim, proof that you were advised to quarantine or isolate due to contact tracing is required.

You can start a claim online with myTuGo.

Be sure to include proof of the positive COVID-19 test result (which must indicate the name of the laboratory or medical clinic, the date of the test result and name of the person tested) as well as all itemized bills/receipts for the quarantine expenses.

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

Coverage is only available for non-refundable, prepaid expenses or change fees. If your expenses are eligible for a future travel credit, we won’t reimburse this portion, however, we will reimburse any amount over and above the amount of the future travel credit.

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 change fee to reschedule my flight. Can I claim for the change fee? Yes, the change fee is covered.

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.

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.