COVID-19 travel impacts: Visit FAQs for coverage, voucher or refund details.
A travel advisory is a covered risk for Trip Cancellation & Trip Interruption polices, and if the policy was purchased before March 4, 2020, you can submit a claim, if the travel advisory is still in effect on your scheduled departure date, provided there was no avoid all or non-essential travel advisory in place at the time insurance was purchased or trip booked to that destination. For instance, if your cruise is leaving May 1, 2020, and there is an avoid all or non-essential travel advisory in place at that time, you may be covered if you decide to cancel your trip.
If you’re opening a claim due to a Canadian government travel advisory related to the Coronavirus, please wait to contact us or open a claim online until the day of your planned departure or afterwards. We’re unable to assist you with opening a claim or confirming coverage prior to this point.
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.
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 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!
On your behalf, we’ll coordinate with:
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. But we’ll help get you the necessary forms, so you don’t have to track it all down yourself.
On your behalf, we coordinate with a number of parties 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.
No, we need original, itemized bills. However, we suggest you keep a copy for your records.
Don't worry; we’ll translate them for you! All you have to do is provide all the original documents/receipts you have. However, if you wish to translate them before sending them in, feel free to do so.
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, just let us know. We’ll 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.
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. 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.
Certified physicians can consult, recommend treatment and prescribe prescriptions for you, when you’re visiting the US, for common ailments including:
Still have questions? Feel free to contact us!