Who is TuGo?

1200-6081 No. 3 Road
Richmond BC, Canada
V6Y 2B2
Telephone: 1-855-929-8846
E-mail: info@tugo.com

North American Air Travel Insurance Agents Ltd. doing business as TuGo® is a licensed insurance agency in all Canadian provinces and territories.

TuGo is a third-party administrator of travel insurance products and services. We develop and administer a variety of travel insurance plans for Canadian business and leisure travellers, visitors to Canada and international students. TuGo is not the insurer (underwriter).

OneWorld Assist Inc. doing business as Claims at TuGo is our claims and assistance provider and performs all assistance services and administers claims on our behalf under this policy. Claims at TuGo® provides ISO 9001:2015 certified service.

At TuGo, our mission is to help travellers have better experiences. TuGo specializes in products and services that enhance and enable travel. Founded in 1964, TuGo understands its customers’ needs and is driven to provide top-rated service how, when and where its customers want it.

Our Underwriters

TuGo's insurance policies are underwritten by the following insurers:

  • Industrial Alliance Insurance and Financial Services Inc.
  • Industrial Alliance Pacific General Insurance Corporation

How to file a complaint

Claimants can dispute denials and are asked to submit their dispute in writing.

All disputes are reviewed by the examiner and a member of the Claims Management team. If additional information is provided which supports the dispute, the denial may be overturned.

If no new information is provided, the claim and the denial dispute are also reviewed by members of the Claims Dispute Panel, which may include the Claims Administration Director, the Claims at TuGo Vice President, the Chief Customer Officer and the Business and Insurance Services Vice President.  If the denial is maintained, a letter from the Claims Administration Supervisor is sent to the claimant explaining that the denial was maintained and why the basis of the dispute did not change the outcome.

If the denial is disputed again, the claim will be reviewed by the Claims Administration Director and additional members of the Claims Dispute Panel. If denial is maintained, an additional letter will be sent to the claimant from the Claims Administration Director, again explaining the basis of the denial and why the dispute did not change the outcome.

While we endeavour to consider and resolve all complaints on a timely basis, in the event you remain unsatisfied, you may refer your complaint to the main underwriter Industrial Alliance. Please click here for a copy of their complaint procedures.

External recourse option

If you remain dissatisfied with the final decision of the Insurer’s Complaints Officer, you may request that your complaint be transferred as appropriate.

Outside of Quebec

The OmbudService for Life & Health Insurance (OLHI) deals with concerns about life and health insurance products and services that have not been resolved through the insurer’s dispute resolution system.

OmbudService for Life & Health Insurance (OLHI)
401 Bay Street, Suite 1507 P.O. Box 7
Toronto, Ontario M5H 2Y4

You can reach them at 1-888-295-811 or visit www.olhi.ca

OLHI may take on your case if, after receiving the insurer’s final response, you would like to pursue the matter further, or if you have not received a final response in 90 days.

In Quebec

You have the right to ask, in writing, that a copy of the complaint file be forwarded to the Autorité des marchés financiers (AMF).

Following the transfer, the AMF will examine the file and, if deemed appropriate, may offer dispute resolution services. You can reach the AMF by calling toll-free 1-877-525-0337 or, in Quebec City, at 418-525-0337, in Montreal at 514-395-0337.

For Quebec Residents

  1. Insurer’s contact information: Industrial Alliance Insurance and Financial Services Inc., 400–988 West Broadway, PO Box 5900, Vancouver BC V6B 5H6, Canada, solutions@ia.ca or toll-free at 1-800-266-5667
  2. Distributing Firm’s Name & Contact Information: North American Air Travel Insurance Agents Ltd. doing business as TuGo, 1200 - 6081 No. 3 road, Richmond, BC Canada, V6Y 2B2, info@tugo.com or toll-free at 1-855-929-8846
  3. Licensed Sectors: Group insurance of persons and Insurance of persons
  4. Registration No.: 600258

Limitation of Actions

Every action or proceeding against an insurer for the recovery of insurance money payable under the contract is absolutely barred unless commenced within the limitation period specified in the Insurance Act, Limitations Act, Civil Code of Quebec or other relevant legislation of the applicable jurisdiction.


The proposed insurance transaction is between you and the named insurance company.

In soliciting the transaction described above, TuGo represents the named insurance company.

Upon completion of this transaction, TuGo will be paid a commission or fee by the named insurance company.

TuGo has no financial interest in the named insurance company and the named insurance company has no business or financial interest in TuGo.

Both TuGo and the named insurance company are prohibited from requiring you to transact additional or other business as a condition of this transaction.

For Saskatchewan

Individual circumstances may vary. You may wish to contact the licensed insurer’s representative or a licensed insurance agent if you need advice about your insurance needs.

Website Content

The language in this website may not be the same as the actual policy wording which will prevail in all instances and is available upon request. Certain exclusions, limitations and conditions may apply.


When using a TuGo trademark, make sure to spell and capitalize them exactly as they appear in the following list. Always attribute any trademark on this list with appropriate markings and clearly display a disclaimer in the footer.

Example of trademarks with appropriate markings:

TuGo® is a registered trademark owned by North American Air Travel Insurance Agents Ltd. doing business as TuGo®, used under license.

TuGo® and TripMate® are registered trademarks owned by North American Air Travel Insurance Agents Ltd. doing business as TuGo®, used under license.

The following list is not a comprehensive list of all TuGo trademarks. The absence of a product name or logo from this list does not constitute a waiver of TuGo’s trademark or other intellectual property rights concerning that product name or logo.

List of TuGo owned trademarks:

TuGo® (name and logo)
Ultimate TripGuard®
Visitors to Canada Platinum®

If you have any trademark questions or need additional information for a specific region or country, please contact marketing@tugo.com.

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