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.
It can be confusing to know what's required when submitting a claim. To help you out, we've complied examples of commonly required documents, such as invoices, credit card statements, medical records and more: https://tugo-com.cdn.prismic.io/tugo-com/aZ4VGsFoBIGEgvht_med_docs_combined_2026-02.pdf
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.
Before asking someone to help you submit a claim, consider how much private information you want to share. There may be sensitive information such as bank account numbers or personal medical issues that you do not want to disclose.
If working with a broker, they have resources to help walk you through submitting your claim. There's also an option to add your broker as a third party for permission to discuss your claim with us, which allows them to receive notifications for additional information or claims status updates.
If you're being hospitalized, contact Medical Assistance immediately. They are available 24 hours a day, 7 days a week.
You have the right to dispute you claim denial. For more information on the Complaint process, click here.
To dispute a claim denial, your broker can send an email to myclaim@tugo.com with your claim number in the subject line. This will reopen the claim with the same Claims Examiner.
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/
When opening your claim, there's an option for you to give a third party permission to discuss the details of your claim with TuGo. If you've already submitted your claim, please speak to one of our customer service agents to add that information on your behalf.
If you've given authorization for anyone else to help you with your claim, all updates from TuGo will be sent to both you and the other party. Only you have access to your myTuGo account, so your broker will not be able to see your online claims status. You can log in to myTuGo, view your claims status, and reach out to your broker if you have any questions.
If we're missing information for your claim, we'll send an email to let you know. Simply reply to this email with your missing attachments, and these will be sent directly to the Claims Examiner handling your claim.
If your broker is assisting you, they can send an email to myclaim@tugo.com with your claim number in the subject line. This email will be sent directly to your Claims Examiner.
If you need to change personal information after submitting your claim, please send an email to myclaim@tugo.com with your claim number in the subject line, along with the information that needs updating. Alternatively, contact TuGo's Customer Service at 1-855-929-8846.
For banking information changes, please email myclaim@tugo.com.
We offer digital payments to most countries across the world. When you submit your claim, please select your banking country and follow the instructions to enter your information in the payment details step. Alternatively, you can also choose to receive a Canadian cheque instead.
Claims are only opened after treatment is provided and an expense is incurred. However, if you suspect that you'll be admitted to a hospital, please call our Medical Assistance team immediately.
If you have any outstanding out-of-pocket expenses, please open a new claim, even if we paid the doctor on your behalf.
If you requested an electronic payment and it hasn't been deposited in your account after 5 business days of receiving your payment notification, please call TuGo's Customer Service at 1-855-929-8846 to help trace your payment.
Cheque payments can take much longer due to mailing time. Please allow for 14 days from the date of your payment notification before calling TuGo's Customer Service to help trace your payment.
This means that we've sent you an email asking you for some additional information. Your claim will remain in this status until you reply to our email and attach the missing documents or information requested. Please check your email and junk folders for our correspondence.
Claims in "Draft" status will remain open for 30 days before they're cancelled. During this time, we'll send you three reminders to complete and submit your claim. If we don't receive a response, the claim will be cancelled. To reopen the claim for submission, please start a new claim.
As long as the family is insured under the same policy, and the cancellation is for the same event, you can create one claim for the four of you. When you enter the expenses, you'll be asked to select the insured person, and you can separate your expenses across the family this way.
All expenses submitted per claim must relate to the same incident. This can include an original doctor's visit and a follow up for the same condition, but if your conditions are different, like a cold followed by a broken ankle, two separate claims are required.
For all related maternity expenses, please submit one claim under one claim number. After you've submitted the first time, keep a record of your claim number. As you incur additional expenses during your pregnancy, simply email your new invoices and proof of payment to myclaim@tugo.com, with your claim number in the subject line.
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.
To find your claim status, log in to MyTuGo and scroll down to "My Claims" at the bottom of the page. When you click on your claim number, you'll see a table with your claim number and its status. If your claim is in "Draft", click directly on the claim number to complete and submit your claim. If your claim is "Finalized", click on "View Assessment" to view the outcome.
Still have questions? Feel free to contact us!