FREQUENTLY ASKED QUESTIONS TUGO INSURANCE

Am I covered?

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.

Am I covered?

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. 

Yes, TuGo’s Trip Cancellation & Trip Interruption Insurance provides coverage in the event quarantine is required due to COVID-19 sickness for the following: 

  •  The insured traveller and their family members  
  • The travelling companion and their family members  
  • The host at the travel Destination

No, coverage isn’t provided if you’ve been contact traced for COVID-19 in your community or at your travel destination.

Can I cancel due to a travel advisory, border closure or because I’m no longer wanting to travel due to COVID-19 case levels? 

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:

  • For trip cancellation – written confirmation from a doctor is not required when someone tests positive within 14 days before the scheduled departure date.
  • For trip interruption – written confirmation from a doctor is not required for expenses incurred within 14 days from the date a positive COVID-19 test result is received.

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.

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.

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:
  1. Download, save and complete TuGo’s Refund Application
  2. Submit proof of your return home
  3. Email both documents to refunds@tugo.com
For all other requests please contact TuGo Customer Service at 1-855-929-8846 or 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

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.

Since there isn’t currentlyfederal 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.

Travelling within Canada:

COVID-19 coverage is available regardless of vaccination status.

TuGo’s Trip Cancellation & Trip Interruption Insurance does not 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).

If you test positive for COVID-19 and are unable to return home as planned, coverage for quarantine expenses is available as follows:

  • If you purchased the COVID-19 Insurance – Unvaccinated plan before December 22, 2021, the quarantine benefit provides coverage up to $150/day per insured person (or up to $300/day per family) to a maximum of 14 days for meals and lodging in a commercial accommodation or medical facility.
  • If you purchased a policy with a trip interruption coverage, the out-of-pocket expenses benefit provides coverage up to $350/day per insured person to a maximum of $1,500 per insured person for reasonable expenses for commercial accommodation, meals, internet, telephone and taxi fares.

It doesn’t matter if the test was taken as a result of symptoms or because it was mandated. To substantiate the claim, proof of the positive COVID-19 test result is required. The proof of test result must include the laboratory or medical clinic name, the date of the result and the name of the person tested.

Quarantine expenses such as meals or accommodations are not covered under the Emergency Medical plan.

If you purchased the COVID-19 Insurance – Unvaccinated plan before December 22, 2021, you’re covered up to $150/day per insured person (or up to $300/day per family) to a maximum of 14 days for meals and lodging, if you have been contact traced for COVID-19 and are unable to return home as planned.

Coverage is not provided under the Trip Interruption insurance plan if you’ve been contact traced for COVID-19 at your travel destination.

Note: To substantiate the claim, proof that you were advised to quarantine or isolate due to contact tracing is required.

You can download claim forms or open your claim online, or contact TuGo’s Customer Service at 1-800-663-0399 to open a claim. Be sure to include proof of the positive COVID-19 test result (which must indicate the name of the laboratory or medical clinic, the date of the test result and name of the person tested) as well as all itemized bills/receipts for the quarantine expenses.

Most travel-related companies are offering to reschedule flights, provide future credits or refunds.

Coverage is only available for non-refundable, prepaid expenses or change fees. If your expenses are eligible for a future travel credit, we won’t reimburse this portion, however, we will reimburse any amount over and above the amount of the future travel credit.

Examples:

  • My cruise was cancelled, and the cruise line issued me a future cruise credit. Can I claim? No, TuGo does not provide reimbursements if a future credit is accepted.
  • I booked my flight on points and I have to pay a change fee to reschedule my flight. Can I claim for the change fee? Yes, the change fee is covered.
The US Dept of Transportation requires that all US and foreign airlines with flights travelling to, within or from the US provide a refund to travellers when the airline cancels the flight. For example, if you have a flight to New York with Air Canada, and the airline cancels the flight, you’re entitled to a full refund on their airfare. These expenses aren’t covered under our policy since they are refundable by the airline. TuGo’s Trip Cancellation & Interruption Insurance covers non-refundable pre-paid travel costs.
  • Since you’re entitled to refunds when these flights are cancelled by the airlines, you must contact the airline directly.
  • Unfortunately, not all airlines are following these obligations, so you may have to escalate a complaint with your carrier.
The European Commission requires that any airline with flights travelling within or scheduled to leave Europe to provide a refund to travellers when the airline cancels the flight. For cancelled flights into Europe, refunds are available for all European airlines. This applies to EU member countries and the non-EU members that are part of the Schengen zone (Switzerland, Liechtenstein, Norway and Iceland). For example, if you have a flight from Montreal to Paris with Air France, and the airline cancels the flight, you’re entitled to a refund on your airfare. But if you had booked the flight with Air Canada and that flight was cancelled, Air Canada is not required to issue a refund under the EU’s Air Passenger Rights, although they might choose to do so. If the airline does not issue a refund, you may then claim for the non-refundable expenses.   Most of these expenses aren’t covered under our policy since they are refundable by the airline. TuGo’s Trip Cancellation & Interruption Insurance covers non-refundable pre-paid travel costs.
  • Since you’re entitled to refunds when these flights are cancelled by the airlines, you must contact the airline directly.
  • Unfortunately, not all airlines are following these obligations, so you may have to escalate a complaint with your carrier.

If you’re claiming for medical expenses, medical providers always have the option to send the bill(s) directly to Claims at TuGo®, but they may have their own protocols that could require you to pay upfront. If that’s the case, be sure to keep all the itemized bills and receipts so that you can send them to us, along with your completed claim form.

For any other type of expenses that require immediate payment (such as hotels, flights, meals, taxis, etc.), you need to pay for these upfront and submit the itemized bills and receipts to Claims at TuGo.

Please keep in mind that if you need to reschedule or book a new flight, Claims at TuGo is not able to do so on your behalf. Airlines have privacy policies in place that require you to contact them directly to make the necessary flight arrangements.

No, to ensure public health and safety, Claims at TuGo’s offices are closed to the public. To make a claim, please submit online, call 1-800-663-0399 or email claims@tugo.com.

Since every claim is different, we work with a number of different providers to resolve your claim. The more parties involved, the longer it could take. However, know that we’re committed to processing your claim as quickly as possible!

On your behalf, we’ll coordinate with:

  • Your attending physician (when the emergency happened)
  • Your family doctor (at home)
  • Other providers (i.e., chiropractors, dentists, etc.)
  • Travel/transportation providers
  • Your car insurance provider

Great question! Here are some tips to help expedite the process:

  • We recommend submitting your claim forms to us within 60 daysfrom the day you were treated
  • Make sure you provide all itemized bills and receipts including:
    Your full name
    • Date(s) of service
    • Amount charged
    • Type of service/diagnosis
    • Prescriptions with the itemized pharmacy-issued prescription receipt, not the till or credit card receipt
  • Make sure you’ve signed all required documents

No one likes paperwork… but we need some important details in order to get your claim processed. But we’ll help get you the necessary forms, so you don’t have to track it all down yourself.

On your behalf, we coordinate with a number of parties and each one has its own requirements:

  • The policy Underwriter requires your completed claim form to confirm the claim has been submitted. The decision to pay or decline your claim will be based in part on this information.
  • Provincial Healthcare plans require certain forms to be completed and returned to them. Completing and returning these forms helps expedite the process.
  • Other Insurers (employment/retirement/other healthcare plans, credit card companies, etc.) require an Assignment of Payment. By coordinating with these insurers to whom a premium may already have been paid, we ensure your travel insurance premiums remain low.

Yes. Each form must be completed in full, regardless of the amount of your claim. Incomplete information may result in a delay.

Originals are preferred, but copies will be accepted in most cases. If originals are required, we’ll let you know, but sending originals up front may help avoid delays down the road. If you send us the originals, we suggest you keep a copy for your records since the originals will not be returned.

Don’t worry; we’ll translate them for you! All you have to do is provide all the documents/receipts you have. However, if you wish to translate them before sending them in, feel free to do so.

  • While you have up to one year from the day of treatment/loss, we suggest that forms be sent within 60 days. Provincial healthcare plans have tight deadlines for submitting claims. Since we coordinate with these plans on your behalf, if we don’t receive your forms within 60 days of the treatment/loss, your reimbursement could be impacted.
  • You have up to one year after the treatment/loss date to submit all your forms and other paperwork to us. After that, your claim is permanently closed.

Many US medical providers send automatic statements every 30 days to you, without informing us. If you receive any additional bills/statements showing an outstanding balance, just let us know. We’ll resolve this issue on your behalf.

  • If you’re making the claim, you’ll need to sign this section.
  • For minors, the legal guardian must sign this section.
  • If you’re signing on behalf of the traveller, you’ll need to include a copy of the Power of Attorney, to show you’re legally authorized to do so.
  • This Authority is needed to request your medical information in order to fairly and accurately evaluate your claim.
  • To coordinate with provincial healthcare plans, the Ministry also requires this Authority.
  • If this section isn’t signed, it will delay the processing of your claim.
  • In order to keep travel insurance premiums as low as possible, it’s necessary to share the cost of your claim with other insurers to which a premium has already been paid.
  • Employers often provide extended health benefits to employees and these benefits often continue into retirement. Since travel insurance supplements your other insurance coverages, you’ll need to share this information with us to process your claim.
  • If you (or your spouse) don’t have extended healthcare, or benefits available through another travel insurance plan, travel supplier or credit card, you must sign to acknowledge this.

You’ll need to complete it, if you have other insurance through a group benefits plan, credit card, etc. However, if your spouse is the primary policyholder, he/she will need to sign it.

If you’re a BC resident, and were hospitalized overnight outside the province, MSP requires this additional form. You’ll only need to complete Section A, and we’ll complete the rest for you.

You have the right to dispute you claim denial. For more information on the Complaint process, click here.

If you aren’t feeling well and would like to seek medical advice, but don’t think a clinic or hospital visit is necessary, you can access our telemedicine service instead, 24/7. Simply call toll-free 1-866-419-9038 and within 1 hour, you’ll be connected with an experienced,certified physician.

If you are prescribed a prescription, you’ll need to pay the pharmacy at the time of purchase. Official prescription pharmacy receipts are required; this must include doctor’s name, medication name and dosage. You’ll be reimbursed by Claims at TuGo. To receive your reimbursement, email receipt(s) to maplescanning@tugo.com or fax to 604-276-4593, including your TuGo policy number.​You won’t need to submit a claim form , as long as no other, in-person treatment is necessary. Remember, prescriptions and tests are only covered for medical emergencies.
If you receive a lab or imaging requisition, lab work or diagnostic tests need to be done within 1 business day of the online visit, to be covered. You’ll need to complete a Claims at TuGo claim form by downloading it from tugo.com/en/claims/how-to-make-claim/, emailing claims@tugo.com or calling 1-800-663-0399. Remember, lab work and tests are only covered for medical emergencies.
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