As of December 17, 2024, Canada Post has resumed service. However, service may be delayed as Canada Post catches up with their backlog. In the meantime, we recommend using myTuGo to submit claims, upload necessary documents, and keep track of your claim’s process.
TuGo’s goal is to ensure you have the information you need to make informed decisions about your travel insurance. That’s why we’ve provided answers to a number of questions that we’ve received from travellers just like you, and continue to update this page regularly.
Have claims-related questions? Visit our Claims FAQs page.
Your Emergency Medical Insurance Worldwide or Excluding USA policy will cover you for COVID-19, up to the policy limit or up to each benefit limit as specified in the plan, if, before departure, you’ve followed all federal travel vaccine requirements issued by the Government of Canada for entry and/or return to Canada, if there are any.
Some Emergency Medical Insurance plan benefits have limits that apply. For example, coverage under the Child Care benefit has a limit of $500 per day to a maximum of $5,000 for necessary childcare expenses if you’re hospitalized.
Note:Since there isn’t currently federal Government COVID-19 vaccine requirements for entry and/or return to Canada, TuGo’s COVID-19 coverage is provided regardless of vaccination status.
If the federal Government of Canada reinstates vaccine requirements for entry/return to Canada while you are away on your trip, we will still provide coverage under the COVID-19 benefit if there was no vaccine requirement prior to departing on your trip.
If the federal Government of Canada reinstates vaccine requirements for entry/return to Canada in the future, we will only provide coverage under the COVID-19 benefit if you meet these new requirements before your date of departure.
You’ll be covered by your provincial healthcare plan for COVID-19 and other medical emergencies. That said, you may want to consider purchasing Emergency Medical Insurance for the other costs that can be incurred over and above what your provincial healthcare plan pays for, like an ambulance ride, return of vehicle and more.
Yes, TuGo’s Emergency Medical Insurance policy will cover travellers regardless of travel advisory levels issued by the Canadian government provided you have met the applicable vaccine requirements outlined by the Government of Canada for entry and/or return to Canada prior to departure, if there are any.
Note:Since there isn’t currently federal Government COVID-19 vaccine requirements for entry and/or return to Canada, TuGo’s COVID-19 coverage is provided regardless of vaccination status.
If the federal Government of Canada reinstates vaccine requirements for entry/return to Canada while you are away on your trip, we will still provide coverage under the COVID-19 benefit if there was no vaccine requirement prior to departing on your trip.
However, if the federal Government of Canada reinstates vaccine requirements for entry/return to Canada in the future, we will only provide coverage under the COVID-19 benefit if you meet these new requirements before your date of departure.
Yes, it would be a considered a pre-existing medical condition and needs to meet the stability requirements of Emergency Medical Insurance.
If the onset of the adverse reaction or complication occurs after departure, this would be considered unexpected and coverage would be provided under Emergency Medical Insurance, subject to the policy terms and conditions.
No, a vaccine is considered a preventative measure, not an emergency medical treatment. The vaccine would not be covered under our Emergency Medical Insurance, since a vaccine isn’t a medical emergency.
Yes, you would be covered under Emergency Medical Insurance, subject to the policy terms and conditions. The vaccine itself wouldn’t be covered, since it isn’t an emergency medical treatment.
Coverage is available under TuGo’s Emergency Medical Insurance, subject to the policy terms and conditions. Keep in mind that just like any other medical condition, coverage for COVID-19 (and any related complications that arose before departure) is subject to the pre-existing medical condition stability period requirements. Refer to your policy wording for details about the stability periods that apply to you.
If you’re diagnosed with a new case of COVID-19 during your trip that isn’t a continuation of a previous COVID-19 diagnosis, we do consider this to be a new event and coverage would be available, provided you have met all the criteria outlined under the COVID-19 benefit. Please refer to your policy wording for details.
Travelling outside of Canada:
TuGo’s COVID-19 benefit is available to you if, before your departure date, you’re compliant with the most current Canadian federal Government COVID-19 vaccine requirements for entry and/or return to Canada.
As there isn’t currently no federal Government COVID-19 vaccine requirements for entry and/or return to Canada, TuGo’s COVID-19 coverage is provided regardless of vaccination status. If the federal Government of Canada reinstates vaccine requirements for entry/return to Canada while you are away on your trip, we will still provide coverage under the COVID-19 benefit if there was no vaccine requirement prior to departing on your trip.
However if the federal Government of Canada reinstates vaccine requirements for entry/return to Canada in the future, we will only provide coverage under the COVID-19 benefit if you meet these new requirements before your date of departure.
Travelling within Canada:
COVID-19 coverage is available regardless of vaccination status.
No, since the mandatory COVID-19 test is not a medical emergency, the test (including any additional COVID-19 test taken to meet government requirements) won’t be covered under any of our plans, regardless of the test results.
Yes, coverage is available under the Emergency Medical Insurance plan.
Yes, coverage is available under the Emergency Medical Insurance plan.
Yes, you can extend your policy, subject to the policy terms and conditions. If the test comes back positive, coverage will be provided for medical expenses, but the cost of the test won’t be covered.
An automatic extension to your emergency medical coverage is available, due to a positive COVID-19 test result, when it prevents you from returning home as scheduled and the test results are received within 14 days of your scheduled return date.
If you're eligible for the automatic extension as per the policy wording, you don’t need to contact TuGo; the extension is provided automatically. The number of days available for your automatic extension would vary depending on the reason you need to extend your trip. Please refer to your policy wording for details.
To support an automatic extension to coverage resulting from a COVID-19 diagnosis made outside the 14-day period, before your scheduled return date, written confirmation from a doctor is needed to confirm that you are medically unfit to travel or still need to quarantine on the scheduled return date.
Note: When an automatic extension is provided due to a positive COVID-19 test result, the positive test result must include a name and date, as well as the laboratory or medical clinic name. A COVID-19 home test can’t be used to substantiate a claim because it doesn’t specify the date the result was received or who took it. Keep in mind that if you can’t book an official antigen or PCR test to support your claim, you may need to pay for a private test or get written confirmation from a doctor advising that you can't travel.
If you purchased a new Visitors to Canada Emergency Medical or Student Medical policy on or after July 8, 2020, coverage for COVID-19 may be provided, subject to the terms and conditions of the policy, just like any other medical condition.
If you purchased Trip Cancellation & Trip Interruption on or after November 30, 2021, coverage is provided if you must cancel or interrupt the trip as a result of a medical condition related to COVID-19. If you have an active policy purchased before November 30, 2021, you’ll have coverage for emergencies occurring on November 30, 2021 onwards, even if you’ve already left on your trip.
Keep in mind that just like any other medical condition, coverage for COVID-19 (and any related complications) is subject to the pre-existing medical condition stability period requirements. Please refer to your policy wording for details about the stability periods that apply.
If you’re diagnosed with a new case of COVID-19 that isn’t a continuation of a previous COVID-19 diagnosis, we do consider this to be a new event and coverage would be available.
Note: If you need to cancel because you lost your job or your flight's cancelled due to COVID-19 (which is considered a known circumstance for travel and therefore no longer considered sudden and unexpected), you won't be covered.
Coverage for Trip Cancellation & Trip Interruption for an existing trip can't be purchased after departure. Trip Interruption Only coverage is also not available for purchase after departure.
However, you can purchase a policy with Trip Cancellation & Trip Interruption Insurance after departure, but only for a new side-trip booked while you’re already away. Keep in mind, that in the event of a trip interruption claim where you need to be returned to your point of departure, it will be to the place you departed from to start the side-trip.
If you purchased a policy with trip interruption coverage before you left for your trip, you’ll have access to all the applicable trip interruption benefits, which includes coverage for the cost of a one-way economy airfare to your original point of departure (or the cost of a flight change fee in lieu of) as well as out-of-pocket expenses up to $350/day per insured person to a maximum of $1,500 per insured person for commercial accommodation, meals, internet, telephone and taxi expenses.
Note: You can only claim for the cost of a new flight (or change fees in lieu of), if you incur unexpected expenses due to cancelling or rescheduling your flight.
Keep in mind that trip interruption coverage is provided up to the sum insured amount selected at the time you purchased your policy and as indicated on your policy declaration. This sum insured amount is the total maximum limit for all available interruption benefits, but there are also some interruption benefits that have specific limits. If you’re claiming under a benefit with a specific limit, such as the out-of-pocket expenses outlined above, then we'll cover either up to the trip interruption sum insured or up to the limit of the benefit, whichever is less.
For example: The cost of a new flight was $1,000 and the cost for hotel and meals was $2,000 ($400 per day for 5 days). The total costs incurred was $3,000.
Yes, TuGo’s Trip Cancellation & Trip Interruption Insurance provides coverage in the event quarantine is required due to COVID-19 sickness for the following:
No, coverage isn’t provided if you’ve been contact traced for COVID-19 in your community or at your travel destination.
TuGo’s Trip Cancellation & Trip Interruption Insurance doesn’t provide coverage if you have to cancel due to COVID-19 travel advisories, border closures, or because you don’t want to travel due to high case levels. However, TuGo’s Trip Cancellation & Trip Interruption Insurance will provide coverage if you must cancel or interrupt your trip due to your medical condition related to COVID-19 (or the medical condition of those listed in the applicable covered risks).
While we normally require a doctor to confirm the medical necessity for cancelling or interrupting a trip, in the case of a COVID-19 diagnosis, we will accept proof of a positive COVID-19 test in lieu of a medical certificate or letter from a doctor as follows:
The positive COVID-19 test result must include a name and date, as well as the laboratory or medical clinic name. A COVID-19 rapid test can’t be used to substantiate a claim because it doesn’t specify the date the result was received or who took it. Keep in mind that if you can’t book an official antigen or PCR test to support your claim, you may need to pay for a private test or get written confirmation from a doctor advising that you can't travel.
To support a trip cancellation or interruption claim for COVID-19 that was diagnosed outside these 14-day periods, written confirmation from a doctor is needed to confirm the patient is still medically unfit to travel on the scheduled travel date.
Yes, if you added on this option within 5 days of booking the trip and making an initial payment (or before any cancellation penalties from the travel supplier apply) to your Trip Cancellation & Trip Interruption Insurance, you can enjoy flexibility whenever your trip is cancelled for any reason that’s not already listed as a covered risk in the policy. This coverage gives you the flexibility to cancel for any reason more than 5 days before the departure date, for a 50% reimbursement of your prepaid, unused non-refundable travel costs. The terms and conditions of the policy would still apply.
Yes, coverage would be provided subject to the policy terms and conditions, if you didn’t have symptoms at the time the insurance was purchased.
Notes: If you had symptoms/complications before you purchased the insurance, this wouldn’t be covered, since the symptoms were a circumstance known to you–which might reasonably be expected to prevent travel as booked.
If you purchased the insurance more than 72 hours after booking the trip, any illness, disease, or death occurring within 72 hours of purchasing the insurance wouldn’t be covered.
Before leaving on your trip: Yes, coverage would be provided subject to the policy terms and conditions.
While on your trip: Yes, if you had a reaction to a vaccine, coverage would be provided subject to the policy terms and conditions.
If you decided not to go on your trip and your policy has not gone into effect, a full refund may be available to you.
Single Trip Emergency Medical
If you returned early from your trip, a refund is available for your unused number of days on your emergency medical policy, as long as you don’t claim or have any intention of claiming on your policy.
Annual Emergency Medical Plan
If you have travelled on your annual policy, refunds aren’t available. However, if you bought an extension to your Multi Trip Annual policy (for example, you added an extra week to your 10-day annual policy trip length), you may be able to get a refund.
To proceed with a refund, you’ll need to:
For all other requests please contact TuGo Customer Service at 1-855-929-8846or info@tugo.com.
A refund request can be submitted under the Emergency Medical Insurance plan for the unused portion of the trip, if there are no claims submitted under the medical plan.
You can buy travel insurance through your insurance professional or by contacting TuGo’s Customer Service.
It’s ideal to buy travel insurance as soon as you’ve booked your reservations and/or paid your deposit. This is particularly important for Trip Cancellation & Trip Interruption Insurance. Your plan should cover your entire trip, including the day you leave and the day you return. Learn more
Yes, our “Family & Friends plan”offers coverage for two adults 59 and younger, travelling with up to 6 dependent children. Learn more
A 'benefit’ is the eligible expense(s) that the insurance company will cover. Learn more
A ‘covered risk’ identifies valid reasons the insurance company will provide coverage for. For example, doctors' fees are a benefit of the Emergency Medical plan. Under Trip Cancellation & Trip Interruption Insurance, there are many different covered risks that provide access to different benefits, depending on the situation. Learn more
A ‘condition’ is a requirement in the policy for coverage to apply. Learn more
An ‘exclusion’ specifies what isn’t covered under the policy. Learn more
A Medical Questionnaire (MQ) is a series of questions related to the health of the traveller applying for Emergency Medical Insurance coverage. TuGo requires Canadians and visitors to Canada 60 years and older to complete the MQ, which includes eligibility and rate qualification questions to determine the travel insurance premium cost. Learn more
While some definitions may differ between plans, and may not apply to all types of plans, we define deductible as “the portion of eligible expenses you must pay from your own pocket when an eligible claim occurs”. For emergency medical insurance plans for Canadians, the deductible applies to the expenses remaining after payment by your provincial or territorial government healthcare plan. The deductible applies per traveller, per incident claimed.
Yes, TuGo automatically covers sports and activities under the Emergency Medical or Visitor to Canada Emergency Medical plan, unless listed as an exclusion. Some sports, which are listed under the optional Sports & Activities Coverage, require an additional premium in order for you to be covered while participating in, training or practicing for them.
All you have to do is contact your insurance professional or TuGo’s Customer Service team. Learn more
Yes, please! If any information has changed, it could impact your coverage. Please contact your insurance professional or TuGo’s Customer Service to update your details.
You can cancel most policies before or on the effective date, but may not after. To cancel a policy, please contact your insurance professional or TuGo’s Customer Service.
Whether you're a Canadian adventuring abroad or taking a trip to a neighbouring province, or a visitor exploring Canada, travel insurance protects you and your travel investment. Be confident you're covered when dealing with a medical emergency, travel delay and more.
While some credit cards provide basic travel insurance, this coverage is often limited. Compare TuGo® Travel Insurance to your credit card coverage.
Provincial healthcare provides limited coverage for medical treatment and hospital costs outside of your home province. Some provincial healthcare plans won't even cover expenses like ambulance services, ER fees, emergency dental treatment and prescription drugs. Learn more
To start a quote or purchase, select your province, then your TuGo insurance partner of choice.
Available globally 24/7, TuGo Emotional Assistance is a complimentary service that offers emotional support to travellers, visitors, and students while they’re away from home. They’ll be connected with a registered psychiatrist, psychologist, or counselor confidentially over the phone.
If you’re insured with an eligible TuGo policy and you’re experiencing emotional trauma, personal hardship, family issues, work-related issues, relationship problems, grief, or other complex emotional needs while travelling, visiting or studying abroad, simply call the toll-free number found in your policy declaration email to receive confidential and professional support.
You can find the global toll-free phone number for TuGo Emotional Assistance in your policy declaration email to receive immediate emotional support while travelling, visiting or studying abroad. If you're overseas, you must first dial the international access code of the country you're in (for example for Australia, dial 0011 first), plus our global toll-free number. International access codes can be found here.
No. Any information shared through our TuGo Emotional Assistance service is strictly confidential.
Designed for travellers looking for payment flexibility, our Payment Plan allows travellers with premiums over $1000 to spread the cost of their policy over a longer period of time.
Our Payment Plan gives you the flexibility to pay your premium in two installments: 25% is paid at the time you purchase your policy, and the remaining balance is automatically charged to the credit card on file 7 days before the effective date of your policy.
To be eligible for TuGo’s Payment Plan, you must have one of the following policies with a premium of $1000 or more before taxes (purchased no more than 365 days in advance, and at least 30 days before departure date):
*Including Non-Medical plans except for Trip Cancellation and any plans containing Trip Cancellation. TuGo programs with limited distribution (Explorer, Optimum, Employee & Family and group policy certificates are excluded).
The first 25% of your premium is collected at the time you purchase your policy, and an automatic payment for the remaining balance is charged to the credit card on file 7 days before your policy’s effective date.
You will be notified via email of successful, upcoming, and failed payments leading up to the effective date of your policy.
Once you’ve paid your initial 25% payment, your policy status will display as “PAYMENT PLAN – ENROLLED” until the automatic payment for your remaining balance of your premium is successfully paid. Once your remaining balance is successfully paid, coverage will begin on your effective date, and your policy status will change to “APPROVED”.
If the automatic payment fails 7 days before the effective date, you’ll receive an email notification that your payment has failed, and your policy status will display as “PAYMENT PLAN – PENDING". To pay your remaining balance, you can use myTuGo or contact your broker to complete the payment. If no payment is made, a final automatic payment will be attempted 2 days before the effective date.
If payment for the remaining balance is unsuccessful despite multiple attempts, your policy will be automatically cancelled 1 day before the effective date. A $50 cancellation fee will be deducted from the initial 25% payment, and the remaining balance will be refunded to the traveller (SuperVisa policies will also incur the additional cancellation fee of $250).
The final payment can only be made with one payment method, so as long as your pre-paid credit card is valid with a balance high enough to cover your remaining balance, your pre-paid credit card will be accepted. TuGo’s Payment Plan does not accept split payments.
If your credit card on file was compromised or you need to change your card on file, you can pay your remaining balance with a different credit card through myTuGo or by calling your broker or TuGo’s Customer Service at any time before your payment due date. Keep in mind that your remaining balance will be charged on the same day you change your payment method.
If you make an adjustment to your policy while on TuGo’s Payment Plan, your remaining balance will be adjusted to include the premium difference. If the change adjusts your premium to below $1000, your payment plan will still be in effect.
