TuGo Visitors to Canada insurance: how to claim, and when you get a refund
Who to call, what to send, how long you have, and the refund rules for TuGo visitors and Super Visa policies.
Claims on TuGo visitors policies are handled by Claims at TuGo, with emergency help from OneWorld Assist. Most claim problems Pankaj sees come from three things: no call before treatment, a sickness that started in the waiting period, and a pre-existing condition that wasn't stable. This page covers each, then the refund rules. For benefits, prices and stability periods, see the TuGo plan page.
In short
In an emergency, call TuGo at 1-800-663-0399 (Canada and US) or +1-604-278-4108 collect before treatment. Open the claim in myTuGo, upload the signed forms and itemized receipts, and send all proof within one year of the loss. You can cancel for a full refund within 10 days of applying if no travel has happened; after that a partial refund may be possible if you ask within 90 days after expiry, but never once a claim has been made.
How to make a TuGo visitors claim
Save these numbers in your visitor's phone on the day they arrive.
- 1. Call before treatmentCall straight away for a hospital stay or major treatment. Some transport and medical services need TuGo's approval first, and TuGo can point you to a clinic or hospital.
- 2. Start the claim in myTuGoCreate a myTuGo account with the policy number and open the claim. TuGo emails claim forms already filled in from what you entered. Sign them and upload them.
- 3. Upload the paperworkItemized bills and receipts, medical certificates or records, and proof of travel such as boarding passes or unused tickets.
- 4. Track and answerWatch the claim in myTuGo and upload anything else requested. Without a policy number, call 1-800-663-0399.
- 5. Within one yearAll required proof must reach TuGo within one year of the loss. Sooner is better: clinics are faster with fresh records.
- Mail or email if you mustclaims@tugo.com, or 1200-6081 No. 3 Road, Richmond, BC V6Y 2B2. TuGo warns this is slower than myTuGo.
What a TuGo claim can pay
The benefit limits that most often decide how much of a bill is paid. Claims are paid up to the sum insured, less your deductible.
| Benefit | Maximum | Condition |
|---|---|---|
| Hospital and physician | Eligible emergency expenses up to the sum insured you chose | Semi-private room; must be medically necessary |
| Prescription drugs | Up to a 30-day supply | Emergency treatment only |
| Follow-up visits | Up to 5 visits within 14 days | Must relate to the covered emergency |
| Fracture treatment | Up to $1,000 | Eligible fracture-related expenses |
| Hospital allowance | $100 per day | Hospital-stay requirements apply |
| Maternity | Up to $6,000 | Pregnancy must begin after the effective date |
| Professional services | $600 per practitioner | Eligible practitioner services |
| Accidental dental | Up to $6,000 | Caused by an accidental blow |
| Dental pain relief | Up to $600 | Eligible emergency treatment |
For example, suppose your father sees a physiotherapist and a chiropractor after a fall. Each practitioner is paid up to $600, so a $900 physio bill would leave $300 unpaid.
Why TuGo claims get refused, and how to avoid it
1The waiting period
- Bought before arrival: no waiting period in general.
- Bought within 60 days after arrival: 48 hours for sickness.
- Bought 61+ days after arrival: 7 days for sickness.
- A sickness that starts or shows symptoms in that window is excluded, even if treated later.
2An unstable condition
- Stability needed: 90 days to 59, 120 days at 60–69, 180 days at 70–85, 365 days from 86.
- A new symptom, diagnosis, medicine change, hospital stay, referral or pending test can break it.
- Under 80, the optional Unstable Pre-existing Medical Condition coverage may help, subject to underwriting.
3The medical questionnaire
- From age 60 a questionnaire may be required.
- A wrong answer used to set the rate can add a $15,000 deductible to the claim.
- Answer with the prescription history open.
4Not covered at all
- Travel against medical advice; terminal conditions and palliative care
- High-risk sports without the optional Sports and Activities coverage
- Substance misuse and illegal acts; elective, cosmetic or non-emergency care
- War, terrorism and other specified losses
Not the full exclusion list; the application, confirmation and policy wording govern. If a claim was refused, see why visitor claims are denied or ask Pankaj to review the letter with you.
TuGo refund rules
Within 10 days of applying: a full refund may be available if there has been no travel and the policy has not expired.
After 10 days: a partial refund may be considered for unused time if you ask within 90 days after the policy's expiry date.
Super Visa refused: a full refund may be available before the effective date, with proof of the refusal.
Super Visa approved but no travel: a $250 Super Visa cancellation fee may apply.
Any claim: no refund if a claim has been made or will be made.
For example, suppose your mother's 12-month TuGo Super Visa policy started in March and she flies home in September without a claim. You ask for a refund in October with her boarding pass. That is within 90 days of expiry, so a partial refund for the unused months may be considered.
TuGo refund checker
Who a TuGo visitors policy covers
TuGo's Visitors to Canada plan is sold to visitors, foreign workers, international students, immigrants waiting for provincial coverage and returning Canadians not yet back on a government plan. Applicants can't be travelling against medical advice, have a terminal condition or need palliative care, or fall under TuGo's home oxygen, serious cancer, dialysis, transplant or congestive heart failure rules.
Optional add-ons include Sports and Activities, Unstable Pre-existing Medical Condition (under 80) and extra accidental death and dismemberment cover. If a claim involves one of these, check it is on the confirmation.
Before you call
- Have ready
- Policy number, passport, the visitor's location and symptoms
- Keep
- Every itemized bill, receipt and prescription label
- Ask the clinic for
- The diagnosis and treatment notes in writing
- Deadline
- Proof within one year of the loss
Questions about TuGo claims and refunds
What should we do first if a visitor with TuGo needs a doctor?
Call TuGo's emergency assistance line before treatment if you can: 1-800-663-0399 from Canada or the US, or +1-604-278-4108 collect from anywhere else.
For a hospital stay or major treatment, call right away. Some transport and medical services need TuGo's approval in advance.
How do I file a TuGo claim online?
Create a myTuGo account with the policy number, start the claim, sign the claim forms TuGo emails you, and upload them with the itemized bills and receipts.
You can track the claim and upload anything else TuGo asks for in myTuGo. If you don't have the policy number, call 1-800-663-0399.
How long do we have to submit a TuGo visitors claim?
Send the required proof within one year of the loss.
Don't wait that long. Missing records are much easier to collect from a clinic a few weeks after the visit than a year later.
What documents does a TuGo claim need?
Signed claim forms, itemized bills and receipts, medical certificates or records, and proof of travel such as boarding passes or unused tickets.
TuGo says it can't start a claim without fully completed and signed claim forms. Sending papers by mail or email instead of myTuGo slows things down.
Why would TuGo refuse a claim in the first days of the policy?
Because of the waiting period: if you bought after arrival, sickness is not covered for 48 hours (bought within 60 days of arrival) or 7 days (bought 61+ days after arrival).
A sickness that starts or shows symptoms during the waiting period stays excluded. Accidents are not affected. Buying before arrival avoids this.
Will TuGo pay for a claim linked to a pre-existing condition?
Only if the condition met TuGo's stability period for the visitor's age, or the optional unstable-condition coverage was bought.
The stability periods are 90 days to 59, 120 days at 60 to 69, 180 days at 70 to 85 and 365 days from 86. Full plan details are on the TuGo plan page.
Can I cancel a TuGo visitors policy for a full refund?
Yes, within 10 days of applying, if there has been no travel and the policy has not expired.
After 10 days, a partial refund may be considered if you ask within 90 days after the policy expires.
What if my parents' Super Visa is refused or they don't travel?
If the Super Visa is denied, TuGo may give a full refund before the effective date with proof of the refusal; if they simply don't travel, a $250 Super Visa cancellation fee may apply.
Send the refusal letter as soon as you have it. See also Super Visa insurance refunds.
Can I get a refund after making a claim?
No. TuGo gives no refund when a claim has been made or will be made under the policy.
If your parent returns home early after a small claim, the unused months are not refundable. Factor that in before claiming a very small bill.
What happens if the medical questionnaire was answered wrongly?
If an answer used to set the rate was inaccurate, TuGo can apply an additional $15,000 deductible to the claim.
The questionnaire applies from age 60. Fill it in with the prescription history and doctor's notes in front of you.
Written by Pankaj Bhatia, CHS, PFA
Insure In Canada Inc. · Licensed in Ontario, Alberta, British Columbia, Manitoba, Saskatchewan, New Brunswick and Nova Scotia
Pankaj has 11 years of experience with visitors and Super Visa insurance. Clients who bought through him can call for help gathering claim documents or asking for a refund.
Sources and related pages
An independent summary, not TuGo's website. The application, confirmation and issued policy wording govern every claim and refund.