Frequently Asked Questions

Your provincial health plan covers less than 10% of medical costs outside your home province. Ontario's OHIP pays just $50 for an ER visit abroad. A broken leg in the US can cost $50,000+. Emergency Medical Insurance covers the gap — up to $5,000,000 CAD.

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.

If you're travelling in the US and feeling unwell, call the TuGo-operated telemedicine line at 1-866-419-9038. You'll be connected with a certified physician within 1 hour who can recommend treatment and prescribe medication — over the phone, in 10+ languages. No clinic visit needed, and your deductible doesn't apply.

Up to $5,000,000 CAD per insured person for eligible emergency medical expenses. 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 sports are covered under the base Emergency Medical plan without any add-on. For higher-risk activities like backcountry skiing, scuba diving over 40m, rock climbing, skydiving, mountaineering, or wingsuit flying, you can add Sports & Activities Coverage with a specific surcharge based on the activity.

Emergency Medical is available to most Canadians up to age 89. Rates increase with age and additional questions apply from age 60 onwards. Some optional benefits (e.g. Cancel For Any Reason) are limited to travellers 74 or under. We'll show 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.

Every policy includes MyFlyt at no extra cost. If your flight is delayed 2+ hours, registered travellers automatically receive a complimentary airport lounge pass or a cash payout via email and text. No claim needed.

Every eligible policy comes with a complimentary 3GB mobile data eSIM, keeping you connected to the internet in over 100 countries. No extra charge — it's included with your travel insurance.

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 any reason — bad weather, changed your mind, anything — and get reimbursed 50% of your prepaid, non-refundable costs. You must purchase CFAR within 5 days of booking and cancel 5+ days before departure.

Yes. Before your effective date, you can cancel for a full refund less any administrative fees. Email info@sacraw.com with your policy number. Refunds are processed to the original card within 5–10 business days. Once your effective date has passed, cancellation is subject to the underwriter's refund rules.

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 broker — we help you buy the right policy. Once you need to file, everything runs through TuGo's ISO-9001 certified claims team directly.

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

Canada & US: 1-855-929-8846 (toll-free)
Worldwide: +1-416-340-0049 (collect)
Mexico: 01-800-681-9711 (toll-free)

These are TuGo's official emergency lines and are also printed on your policy confirmation. 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. You can also email claims@tugo.com or call 1-800-663-0399 during business hours. Sacraw doesn't review or approve claims — we can help you locate paperwork if you're stuck.

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.

TuGo's published standard is that most eligible medical claims are resolved within 15 business days once all required documentation is received. Complex or disputed claims can take longer. You can check status any time in the myTuGo portal.

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.