How to Make a Travel Insurance Claim

Exceptional claim service is important, so we do our best to make the process as simple as possible. Please follow the steps below to file your claim:

Open your claim online in myTuGo

If you’re submitting a claim for emergency medical, dental, trip cancellation or trip interruption, you have the option to do so using our online claim system. Here’s how to get started:

Step 1: Create a username and password on myTuGo

• Have your travel insurance policy number handy when you log in for the first time.
• Once in, click the “Start a Claim” button to get started.

Step 2: Fill out claim forms

• Once you’ve filled out all the information, you’ll receive an email with your claim forms for you to sign. All of the information that you completed online will be automatically populated in your forms.
• To start your claim as quickly as possible, please complete and sign the claim forms that were emailed to you. With these forms, we’ve also provided a required list of documentation that we need before examining your claim.

Step 3: Upload your completed claim forms, relevant itemized invoices and/or documents as indicated on the provided list

• 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.
• Also be prepared to provide:
  - Provincial health care forms
  - Extended health information
  - 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.

Step 4: Continue to monitor the progress of your claim

• To monitor the progress of your claim, sign into myTuGo to view your claim status and use our simple upload tool to submit any additional information that we request during the claims process.

Helpful hint: myTuGo is the fastest and easiest way to send claim forms and documents to Claims at TuGo. myTuGo also allows you to view the progress of your claim once submitted. Sending your documents by mail or email will cause additional delays to processing time.

Questions about the claim process? Consult our Claims at TuGo FAQs.

If you do not have your policy number, or if you are having trouble creating your MyTuGo account, please call us at 1-800-663-0399. Once a claim number has been assigned, you can upload your claim forms and other documentation using the MyTuGo claim search feature.

And remember... all claims are subject to the terms, conditions and exclusions in your policy. It’s best to review your policy to ensure the expenses you’re claiming are in line with your coverage. This will ensure there are no surprises when we’ve completed your claim and determined payment.

For information on how to make a complaint regarding your claim, visit tugo.com/en/legal/

Claims at TuGo

1200-6081 No.3 Road

Richmond, BC V6Y 2B2

claims@tugo.com