Frequently Asked Questions

Provincial health plans cover only a small fraction of medical costs outside the country. OHIP, for example, pays up to $200 a day for a hospital stay ($400 in intensive or coronary care) and up to $50 a day for outpatient care. 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. Canadian Traveller plans include TuGo Telemedicine for virtual consultations (visit tugo.com/en/telemedicine to learn more). A physician can assess you and, where applicable, send a prescription to a nearby pharmacy. For Visitor and Student plans, 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. Always call first: emergency air transportation that TuGo has not arranged is not covered at all, and some benefits — such as medical follow-up after you return to Canada — are payable only when pre-approved.

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 travellers aged 59 or younger and up to 6 children on a single policy. Children are eligible up to age 21 if they live with their parents or guardians, or up to age 25 if they're full-time students. There is no age limit for children with cognitive, developmental or physical disabilities. This is typically more cost-effective than individual policies.

Most common activities are covered under the base Emergency Medical plan — if an activity is not on the Sports & Activities list and is not excluded, it is covered as standard. Certain higher-risk sports and activities can be added with Sports & Activities Coverage for a surcharge that depends on the activity. You can add it in your quote — the eligible activities and limits are set out in your policy wording.

For emergency medical, yes. Heli-skiing is not on the list of activities that need Sports & Activities Coverage, so injuries from it are covered under the base Emergency Medical plan. Backcountry skiing/snowboarding is a separate listed activity — the policy wording defines backcountry as not including heli-skiing or cat skiing. If your plan also includes trip cancellation or trip interruption, a trip with heli-skiing at any elevation needs the Sports & Activities Travel Costs Coverage on that plan; the quote asks about it and includes it. Mountaineering above 6,000 m is different: it is a listed activity, so it needs the medical activity added and the trip-cost coverage.

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, and can add accidental death & dismemberment, trip cancellation & interruption, and coverage for listed sports and activities in the same quote. You'll pick your insured type at the start of the quote.

Accidental Death & Dismemberment is an optional add-on you can select in your quote on Single Trip plans. It is part of the same policy as your medical plan — one policy number, two coverages. It pays up to $100,000 for an accident on a commercial flight or carrier and up to $25,000 for any other accident, per traveller. The policy pays 100% of that maximum for loss of life, loss of sight in both eyes or double dismemberment, and 50% for a single loss; the loss must occur within 90 days of the accident. It is paid to the beneficiary named on the policy, or to the estate if none is named, and it pays in addition to any other insurance. Claims are handled by TuGo, the administrator. It can also be added to a Multi Trip Annual plan, where it applies to every trip in the policy year.

Your certificate and receipt are emailed to you within minutes of purchase, as PDF attachments from TuGo — the administrator that handles policy fulfillment. If you didn't receive it, check your spam folder for an email from TuGo, the policy administrator — it will not be from Sacraw. If you still can't find it, contact TuGo directly to request a copy.

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.

Date changes and extensions are handled directly by TuGo, the policy administrator. Contact TuGo via their contact page to request a change. A premium adjustment may apply.

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 10 days from your application date to review your policy, and a full refund is available in that window, provided no travel has taken place, no claim has been submitted, and the policy has not expired. If you cancel before the effective date, a full refund is available. More than 10 days after your application date with no travel taken, a partial refund less an administration fee is available, provided the request is received within 90 days after the policy’s expiry date. Once travel has taken place, a partial refund less an administration fee is available and the minimum premium is non-refundable. This provision does not apply to a Visitors to Canada or Super Visa policy purchased after arriving in Canada. Super Visa policies follow their own schedule and a $250 admin fee can apply — see the Refunds & cancellation section on our Claims page. Optional coverages have their own terms: Accidental Death & Dismemberment and sports and activities coverage follow the schedule of the plan they are attached to. Trip interruption coverage can be refunded before your coverage starts, and within 10 days of your application date if no travel has taken place. Trip cancellation & interruption coverage can be refunded in full within 10 days of your application date if you have not started travelling; after that, a refund less an administration fee may be available if you cancel your trip before your travel provider charges any penalties, or before departure if the cancellation amount you bought was more than you had actually paid for your trip. All cancellations are subject to qualification questions, and cancellations are handled by TuGo, the policy administrator, not by Sacraw. Refunds are not available if a claim has been or will be submitted, and a written request is required for policies of 365 days or more with a sum insured of $100,000 or more, or for any refund after the effective date — request one via their contact page.

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. Check your policy wording for refund and Trip Interruption eligibility, then contact TuGo directly to request any premium refund.

If you add Trip Cancellation & Trip Interruption insurance to your policy, it can reimburse eligible prepaid, non-refundable travel costs. If you stay with family, there are no prepaid accommodation costs to claim. Trip cancellation excludes claims if the specific purpose of the trip was to visit an already-ailing family member, and their medical condition or death causes you to cancel. (This exclusion does not apply to the Cancel for Any Reason add-on).

Before the effective date, the coverage can be removed and its premium refunded in full. After that, the Accidental Death & Dismemberment premium follows the same refund schedule as the plan it is attached to: with no travel taken, a full refund within 10 days of the application date, then a partial refund less an administration fee — on Single Trip until the policy expiry date, on Multi Trip Annual within 90 days after the effective date. On Single Trip, once travel has taken place, a partial refund less an administration fee is available. A refund requested after the effective date must be in writing, and no refund is available if a claim has been or will be submitted. Refunds are handled by TuGo, the policy administrator — see the Refunds & cancellation section on our Claims page.

All claims are administered by TuGo Insurance, the managing administrator behind every Sacraw policy. Your policy is underwritten by a licensed, regulated Canadian insurer; 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:

Emergency Hospitalization: +1 800 533-8718
Global toll-free (must include "+" sign by holding "0" on mobile): +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 the Global toll-free line at +1-800-663-0399. 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 a 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.