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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.
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 tugo.com, your insurance professional or by contacting TuGo’s Customer Service during business hours by phone at 1-855-929-8846 or email at info@tugo.com.
TuGo’s Business Hours:
Monday to Friday
6:00 AM – 5:00 PM (PST)
9:00 AM – 8:00 PM (EST)
Saturday
7:00 AM – 4:00 PM (PST)
10:00 AM – 7:00 PM (EST)
Sunday: Closed
It’s ideal to buy travel insurance as soon as you’ve booked your reservations and/or paid for your deposit. Travel insurance should always be purchased before departure. 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.
If you're planning on staying away longer, you can log into myTuGo to manage or extend your policy online, no matter where you are. Alternatively, you can 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.
Yes, for a limited time, TuGo’s currently offering 10% off Visitors to Canada Emergency Medical plans. Head to tugo.com for more details!
To contact TuGo, please call TuGo’s Customer Service Customer Service during business hours at 1-855-929-8846, or email info@tugo.com.
TuGo’s Business Hours:
Monday to Friday
6:00 AM – 5:00 PM (PST)
9:00 AM – 8:00 PM (EST)
Saturday
7:00 AM – 4:00 PM (PST)
10:00 AM – 7:00 PM (EST)
Sunday: Closed
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.