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. You can choose to open your claim online, by email at claims@tugo.com or by phone at 1-800-663-0399.

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

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 signed in, answer the questions to have the appropriate forms appear.
  • Be sure to fill out the forms completely, print them off and sign them. Send your completed forms to claims@tugo.com or by mail.

Step 3: Provide relevant receipts and/or documents

  • Provide all itemized bills and itemized receipts to Claims at TuGo.
  • Also be prepared to provide:
    - Provincial health care forms
    - Extended health information
    - Airline documentation (for Trip Cancellation & Trip Interruption policies)

Step 4: Send your signed documents

  • Originals by mail are preferred, but emailed copies will be accepted in most cases.
  • If originals are required, we’ll let you know, but mailing originals upfront may help avoid delays. If originals are provided, they will not be returned, so be sure to make copies for your records.

Email your documents to: claims@tugo.com or mail them to:

Claims at TuGo

1200-6081 No.3 Road

Richmond, BC V6Y 2B2

Open your claim by phone or email

Step 1: Call or email Claims at TuGo

  • To open a claim over the phone, call Claims at TuGo at 1-800-663-0399.
  • To open your claim by email, contact us at claims@tugo.com.
  • Have your policy number ready to provide to a member of our Customer Service team and be sure to include it if sending an email.

Download Claim Forms

Get a head start on your claim by downloading and filling out your claim forms. Submitting for more than one type of claim? Download forms separately for each claim type. Click here to get started.

Step 2: Fill out claim forms

  • Be sure to fill out the forms completely, print them off and sign them.
  • Send your completed forms to claims@tugo.com or by mail.

Step 3: Provide relevant receipts and/or documents

  • Provide all itemized bills and itemized receipts to Claims at TuGo.
  • Also be prepared to provide:
    - Provincial health care forms
    - Extended health information
    - Airline documentation (for Trip Cancellation & Trip Interruption policies)

Step 4: Send your signed documents

  • Original documents by mail are preferred, but copies by email will be accepted in most cases.
  • If originals are required, we’ll let you know, but mailing originals upfront may help avoid delays.
  • If originals are provided, they will not be returned, so be sure to make copies for your records.

Email your documents to: claims@tugo.com or mail them to:

Claims at TuGo

1200-6081 No.3 Road

Richmond, BC V6Y 2B2

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/

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