October 4 Update: COVID-19: Travel Insurance FAQs
Exceptional claims service is important, so we do our best to make the process as simple as possible. That’s why you can choose to open your claim online, by phone or even in-person*.
If you’ve tested positive for COVID-19 due to the mandated testing to return to Canada and are unable to travel home as planned, you don’t need to call us to open a claim.
Note: At-home COVID-19 tests aren't accepted to support your claim, and the policy doesn't cover the cost of any mandated tests. Visit our Travel Insurance FAQs page for details.
If you were set to travel to, from or within the US or Europe, and the airline cancelled your flight, you’re entitled to a refund directly from your airline for most flights, which will limit your claim. To avoid delays, please click here for detailed information.
Please ensure all required documentation is included with your claim submission; otherwise, we won’t be able to finalize the claim, causing additional processing delays, since all documentation is reviewed on a first come, first served basis. Be sure to include:
Step 1: Create a username and password for myTuGo.
This will allow you to start a claim, check your claim’s status at any time, as well as print and download any claim forms you might need.
Step 2: Start a claim
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 3: Fill out and return claim forms
Once you’ve signed in to your myTuGo account, answer the questions to have the appropriate forms appear. Be sure to fill out the forms completely, print them off and sign them. Next, send us the signed claim forms by mail or email. This will help speed up the claims process!
If you’re submitting more than one type of claim (e.g., a medical claim and a lost baggage claim), you’ll have to download claim forms for each claim type.
Step 4: Provide relevant receipts and/or documents
In order to have your claim for travel insurance processed, be sure to provide all itemized bills and itemized receipts to Claims at TuGo. Also be prepared to provide:
Step 5: Send your documents
Now, you’ve got all your forms and documents ready to go. The last step is to send us your signed documents by mail or email. Originals 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 up front may help avoid delays down the road. If originals are provided, they will not be returned, so be sure to make copies for your records. You can email your documents to: firstname.lastname@example.org or mail them to:
Claims at TuGo
1200-6081 No.3 Road
Richmond, BC V6Y 2B2
To open a claim over the phone, call Claims at TuGo at 1-800-663-0399. Have your policy number ready to provide to a member of our Customer Service team.
*Note: Effective March 16, 2020 and until further notice, Claims at TuGo’s offices are closed to the public. To open a claim, please submit online or call 1-800-663-0399 or email email@example.com.
Get a head start on your claim by downloading and filling out your claim forms before visiting us. Click here to get started.
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.
Have questions? Visit our FAQs.
For information on how to make a complaint regarding your claim, visit tugo.com/en/legal/