File a Claim
We've made the claims process as simple as possible. Here's what to do.
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 Canada / US (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/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 submissions to claims@tugo.com are also accepted.
Get Resolved
The claims team works to resolve your claim promptly. 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 PortalOr email claims@tugo.com.
