The message may have ended up in the wrong place. Make sure to check your spam/junk mail folders for your reset password email. You may also need to refresh your inbox to allow the email to come in.

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.

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 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:

• Your attending physician (when the emergency happened)
• Your family doctor (at home)
• Other providers (i.e., chiropractors, dentists, etc.)
• Travel/transportation providers
• Your car insurance provider

To help expedite the claims process, here are some helpful tips:

• 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
  • Complete medical records for the condition(s) claimed while travelling
  • Prescriptions with the itemized pharmacy-issued prescription receipt, not the till or credit card receipt
• Make sure you’ve signed all required documents

Claim forms are available for download directly from myTuGo, where you can manage or extend your policy, manage your claim, upload claim forms, and keep track of your claim status from start to finish.

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.

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:

• 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.

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/