While we’re experiencing technical difficulties with our phone system, please email us at info@tugo.com with your preferred phone number for urgent requests. We apologize for the inconvenience and thank for your patience!
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 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:
Once we review your completed claim form, we may ask you to obtain additional information and documentation from parties such as:
Great question! Here are some tips to help expedite the process:
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:
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:
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.
Still have questions? Feel free to contact us!