Frequently Asked Questions

Provincial health plans cover little to nothing outside the country — OHIP, for example, stopped covering out-of-country emergencies entirely on January 1, 2020. A serious injury abroad can run tens of thousands of dollars. Emergency medical insurance covers that gap; the maximum on eligible Canadian Traveller plans is up to $5,000,000 CAD (Visitor and Student plans carry their own limits, shown on your quote).

Yes. Provincial plans don't fully cover you outside your home province. Ambulance, prescriptions, dental emergencies, medical equipment rental, and return of your vehicle are not covered. A Travel Within Canada plan fills these gaps — with no stability requirement for pre-existing conditions.

How it works depends on your plan. Visitor and Student plans include Maple — online doctor visits while you're in Canada, from your phone, tablet, or computer. Worldwide Canadian Traveller plans include 1.800MD by phone for travel in the U.S. (call 1-866-419-9038). A physician can assess you and, where applicable, send a prescription to a nearby pharmacy. If you have a deductible, it doesn't apply to the telemedicine consultation.

On a Canadian Traveller plan, up to $5,000,000 CAD per insured person for eligible emergency medical expenses. Visitor to Canada and Student plans carry their own maximums, so your quote shows the limit for your plan. Coverage includes hospital stays, doctor visits, prescriptions, ambulance, dental emergencies, and emergency return home. Limits apply for specific benefits — see your policy document for the full schedule.

Call TuGo's 24/7 Emergency Assistance line the moment you're admitted — numbers are on your policy confirmation and on the Claims page. TuGo arranges direct-billing with the hospital wherever possible, so you don't pay out of pocket. Delayed or non-pre-approved treatment may be capped at $1,000 in some plans — always call first.

Yes, as long as your condition is stable. Stability periods depend on your age and trip length: 7 days for travellers 59 and under on trips of 35 days or less, 90 days for longer trips, 180 days for ages 60-74, and 365 days for 75+. For travel within Canada, there's no stability requirement at all.

Yes. The Family & Friends plan covers up to 2 adults (59 or younger) and up to 6 dependent children on a single policy. Children up to age 21 (or 25 if full-time students) are eligible. This is typically more cost-effective than individual policies.

Most common activities are covered under the base Emergency Medical plan. Certain higher-risk sports and activities can be added with Sports & Activities Coverage for a surcharge that depends on the activity — the eligible activities and rates are shown during the quote or in your policy wording.

There is no maximum age for Emergency Medical coverage. Rates increase with age, and from age 60 a short medical questionnaire applies. We'll show your eligibility during the quote flow.

Both. Canadian residents can buy plans for travel within Canada, to the US, or worldwide. Visitors to Canada — including Super Visa applicants, returning Canadians, and foreign workers — can buy the Visitors to Canada Emergency Medical plan. You'll pick your insured type at the start of the quote.

Your certificate and receipt are emailed to you within minutes of purchase, as PDF attachments from TuGo — the administrator that handles policy fulfillment on behalf of the underwriter, Industrial Alliance. If you didn't receive it, check spam first, then log into your Sacraw account where the policy summary lives, or email info@sacraw.com and we'll arrange a resend.

On eligible plans, the MyFlyt flight-delay benefit is included at no extra cost. Register your flights in advance at myflyt.ca; if a registered flight is delayed 2 or more hours, you choose a complimentary airport lounge pass or a cash payout (amount varies). Availability varies by plan.

Your policy isn't created until payment clears, so a decline simply means no policy issued — you won't be charged, and no coverage is in place. Try a different card, or contact your bank (international-travel purchases sometimes trigger fraud holds). If you're stuck, email info@sacraw.com.

Before your effective date, yes — email info@sacraw.com with your policy number and the new dates. A premium adjustment may apply. Once your coverage has started, extensions are handled by TuGo directly; we'll forward the request.

CFAR is an optional add-on to Trip Cancellation & Trip Interruption Insurance. It lets you cancel your trip for almost any reason and be reimbursed up to 50% of your prepaid, non-refundable costs. Purchase-timing and other conditions apply — these are shown during the quote and set out in your policy wording.

Yes. You have a 10-day review period: cancel within 10 days of your policy's application date — before travel has started and before the policy expires — for a full refund with no fee. Just email info@sacraw.com with your policy number and we'll process it with the underwriter. (For Visitors to Canada and Super Visa, this 10-day provision does not apply if the policy was purchased after arriving in Canada.) After the effective date, refunds must be requested in writing and follow the underwriter's rules — no refund is available once a claim has been or will be submitted, and Super Visa cancellations are subject to a $250 cancellation fee.

If you return home earlier than planned due to a covered reason (e.g. medical emergency at home), you may be eligible for a refund of unused premium and/or Trip Interruption benefits if that add-on is on your policy. Contact TuGo's Emergency Assistance first, then reach out to us for premium-refund processing.

All claims are administered by TuGo Insurance, the managing administrator behind every Sacraw policy. Policies are underwritten by Industrial Alliance Insurance and Financial Services Inc.; TuGo handles fulfillment, claims service, and 24/7 emergency assistance. Sacraw Financial is the licensed agency — we help you buy the right policy. Once you need to file, everything runs through TuGo's claims team directly.

Always call Claims at TuGo first, 24/7, before any non-emergency treatment:

24/7 Emergency Assistance (Canada & US, toll-free): +1 800 663-0399
Worldwide (collect): +1 604 278-4108
From Mexico (landlines): 001 800 514-9976 or 800 681-8070

These are the current TuGo Assistance lines, also printed on your policy confirmation and kept current at sacraw.com/claims. In a life-threatening emergency, seek the nearest medical care first, then call as soon as you can.

Log in to the myTuGo customer portal (tugo.com) to start, track, and upload documents for your claim, or call 1-800-663-0399 during business hours. Not sure where to begin? Email our team at info@sacraw.com — Sacraw doesn't review or approve claims, but we can help you locate paperwork and point you in the right direction.

At minimum: your policy number, receipts for out-of-pocket expenses, itemized medical bills, proof of travel (boarding passes, itinerary), and any referrals or reports from the treating physician. For trip-cancellation claims: proof of the covered reason (medical note, death certificate, etc.) and original booking receipts. TuGo's portal lists the exact checklist when you open the claim.

Once TuGo's claims team has all the required documentation, they review and resolve your claim, and you can track its status anytime in the myTuGo portal. Complex or disputed claims can take longer.

Visa, Mastercard, and American Express credit cards. Debit cards aren't currently supported for travel-insurance purchases. Payment is processed in Canadian dollars.

Yes. Card data is submitted directly to TuGo's PCI-DSS-compliant payment processor (Adyen) over an encrypted connection. Sacraw doesn't store your full card number — we only keep the last 4 digits for your receipt.

Provincial insurance premium tax is added at checkout, where applicable. The quote shows your premium; the final charge includes premium + any provincial tax (e.g. 8% RST in Ontario on trip-cancellation coverage). The itemized breakdown is shown on the confirmation screen and your emailed receipt.

Yes — a tax receipt is emailed automatically the moment your policy is issued, alongside your certificate of insurance. You can also view the premium breakdown in your Sacraw account.