File a Claim
Three steps, the documents you'll need, and the 24/7 line to call from abroad. Here's what to do.
Buying first? You get a 10-day review period — cancel within 10 days, before your trip starts, for a full refund. Compare all coverage → Refund details below
If you experience a medical emergency or need assistance while travelling, call the 24/7 assistance line using the applicable number below. The assistance team will coordinate care with hospitals, medical providers, and billing directly — collect calls accepted from anywhere in the world.
- Emergency Hospitalizations (via TuGo) +1 800 533-8718
- Global toll-free (via TuGo) +1 800 663-0399
- Worldwide Collect (via TuGo) +1 604 278-4108
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From Mexico (landlines only) (via TuGo)
001 800 514-9976
800 681-8070
When dialling from a mobile, hold “0” to insert the “+” sign required for international toll-free routing. For the latest contact details, see tugo.com/en/company/contact-us.
How to file a claim
Call 24/7 Assistance
In a medical emergency abroad, call the assistance line above before seeking treatment so the team can direct you to an appropriate provider and coordinate billing. Available 24/7, multilingual, collect calls accepted.
Submit your claim online
Start your claim through the online portal — the fastest path. Upload documents, track progress in real time, and manage your policy. Email submission is also accepted — see the instructions in your policy documents.
Get Resolved
The administrator’s claims team reviews and resolves your claim. You can track your claim’s progress through the online portal.
Required Documents
- Completed claim form (provided by our team)
- Original receipts for all expenses claimed
- Medical reports and doctor's notes (for medical claims)
- Police report (for theft or loss)
- Proof of travel (boarding passes, hotel confirmations)
- Proof of payment for cancelled bookings
File your claim online
The fastest way to submit a claim is through the online portal.
Go to Claims PortalNot sure where to start? Email our team and we'll point you to the right place.
Refunds & cancellation
10-day review period (full refund)
You have 10 days from your policy’s application date to review it. Cancel within those 10 days — provided you haven’t started travelling and the policy hasn’t expired — for a full refund, no fee. To cancel, just email us with your policy number, or call during business hours. For Visitors to Canada and Super Visa, this provision does not apply if the policy was purchased after arriving in Canada.
After the effective date
Once your coverage has started, refunds must be requested in writing and follow the underwriter’s refund rules for your plan. A refund is not available once a claim has been or will be submitted. We submit TuGo’s Refund Application on your behalf — email us with your policy number to start.
Super Visa policies
After the effective date, a refund is available subject to a $250 cancellation fee, provided no travel has taken place and the request is received within 90 days after the policy’s expiry date. If a Super Visa application was denied, withdrawn, cancelled, or entry to Canada was refused, a full refund is available before the effective date (or a refund less an administration fee after), within the same 90-day window — supporting documentation is required.
These are summaries of the published policy terms. Your policy wording is the governing document; refer to the Refunds section of your plan for the complete rules.
