FAQs - Claims

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.

• 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.

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:

• 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

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

• We recommend submitting your original claim forms to us within 60 days from the day you were treated
• Make sure you provide all original, itemized bills and receipts including:
  • Your full name
  • Date(s) of service
  • Amount charged
  • Type of service/diagnosis
  • Prescriptions with the original pharmacy 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. 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:

• The policy Underwriter requires your completed claim form to confirm the claim has been submitted. They need original documents, so your claim can be fairly and accurately assessed. 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. By coordinating with these insurers to whom a premium may already have been paid, we ensure your travel insurance premiums remain low.

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.

• While you have up to one year from the day of treatment/loss, we suggest that forms be sent 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, just let us know. We’ll 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.