Review Time
Based on my research while deciding on travel insurance for my mother, I spoke with a Tugo agent. One of my concerns was that their policy did not explicitly cover follow-up testing. When I asked what would happen if a physician recommended it, the agent explained that Tugo would need to be actively involved in approving extensive or costly procedures, but not for minor or inexpensive tests. I ultimately chose Tugo because the agent assured me, despite the policy wording, they do not give clients a hard time over covering small, necessary expenses recommended by a doctor, when I present my case to the appeal team. I received the same reassurance from another agent on the day I finalized the purchase.
During the trip, my mother fell and broke her arm. Before going to the hospital, I contacted Tugo’s medical line to confirm procedures and again asked about follow-up expenses. The agent repeated the same policy: Tugo would need to be involved for operations, but not for minor testing, casting, or related costs. He assured me any necessary minor expenses recommended by the physician would be covered when I present my case to the appeal team.
The treatment involved casting, a follow-up x-ray, recasting, and transportation, totaling roughly $450 CAD. Despite the repeated assurances, Tugo only covered the initial transportation. After a written appeal, they covered the first hospital bill. I then had to call and explain the situation, stating I would leave a negative review if they did not honor their word. They then covered the x-rays, but refused the final transportation bill of about $150 CAD (the hospital was over an hour away). They dug in their heels at that point.
I will not use Tugo again due to the excessive hassle required to secure coverage I was explicitly promised. If they are this difficult over a small claim, I dread to imagine the ordeal for someone with major expenses. Their strategy appears to be to delay and deny payment, hoping clients won’t persist. It's a sad business model. While my mother's out-of-pocket cost was ultimately minimal, I share this to warn others, especially those who could face significant costs. I would strongly recommend choosing a more reputable and reliable insurance provider.
Based on my research while deciding on travel insurance for my mother, I spoke with a Tugo agent. One of my concerns was that their policy did not explicitly cover follow-up testing. When I asked what would happen if a physician recommended it, the agent explained that Tugo would need to be actively involved in approving extensive or costly procedures, but not for minor or inexpensive tests. I ultimately chose Tugo because the agent assured me, despite the policy wording, they do not give clients a hard time over covering small, necessary expenses recommended by a doctor, when I present my case to the appeal team. I received the same reassurance from another agent on the day I finalized the purchase.During the trip, my mother fell and broke her arm. Before going to the hospital, I contacted Tugo’s medical line to confirm procedures and again asked about follow-up expenses. The agent repeated the same policy: Tugo would need to be involved for operations, but not for minor testing, casting, or related costs. He assured me any necessary minor expenses recommended by the physician would be covered when I present my case to the appeal team.The treatment involved casting, a follow-up x-ray, recasting, and transportation, totaling roughly $450 CAD. Despite the repeated assurances, Tugo only covered the initial transportation. After a written appeal, they covered the first hospital bill. I then had to call and explain the situation, stating I would leave a negative review if they did not honor their word. They then covered the x-rays, but refused the final transportation bill of about $150 CAD (the hospital was over an hour away). They dug in their heels at that point.I will not use Tugo again due to the excessive hassle required to secure coverage I was explicitly promised. If they are this difficult over a small claim, I dread to imagine the ordeal for someone with major expenses. Their strategy appears to be to delay and deny payment, hoping clients won’t persist. It's a sad business model. While my mother's out-of-pocket cost was ultimately minimal, I share this to warn others, especially those who could face significant costs. I would strongly recommend choosing a more reputable and reliable insurance provider.
Updated Review: This was the worst experience on cancellation insurance I have had. I chose TuGo even though they were at a premium price because my broker thought they would be the faster and most flexible for trip cancellation insurance if I ran into any issues on my Galapagos scuba diving trip I recently took with my son. Well, we did run into some issues - a cancelled flight and some dives that were also cancelled due to some health issues. I was leaving on another trip so I wanted to make sure my claim went smoothly. I spoke to a TuGo agent who explained everything I needed to send in. I did this immediately and provided a lot more detail that I had not previously needed with a Manulife Insurance claim about a year ago. Well, I have now been waiting more than two months and the last message they sent me they wanted more and more details. I sent this and got a reply it would now take another 6 weeks to review my claim again. Just for reference, my previous Manulife claim got resolved and fully paid in five weeks. I think TuGo really needs to improve their user interface and ability to process claims within a reasonable timeline. I should add that the extra features I was attracted to when choosing TuGo were the airport lounge access on flight delays and the e-SIM card. Neither of these features worked. We waited in Quito from 7pm to 4:30 AM to get our next flight but I had no ability to receive lounge access - received no notifications from TuGo and could not reach them. The e-Sim did not work in the Galapagos so this was another disappointment.Update December 1: We finally received out cheques so this is a big relief, however I think that it was my original TrustPilot review that got them to finally complete my claim, otherwise I am convinced I would have been waiting several more weeks.
I paid $582 to tugo for my mother's travel insurance which should have covered everything with 0 deductible. I had to take her to ER visit for an insect bite she had that led to inflammation and I have had an open claim of $794 since then for her Er visit. It's been 4 months now and this claim is still going on. I would have to go and pay hospital because they will send it to collection agency going forward. I have no clue when I would get my money back. They say 8 more weeks for a decision now!
Hi, I submitted a dental claim for my dad and its been still in review for long time. when i reached out to tugo they told me that it will take 6-8 weeks for the entire process. I feel like they are a scamming company and don't do anything to protect the consumers. I paid nearly $430 from my own for the tooth removal as my dad had severe pain. I am waiting for long on tugo to do their due deligence and provide the claim Claim Number- 457258
I submitted my travel insurance claim to TuGo on 15 August 2025, uploading all required documents through their myTuGo online portal, which TuGo promotes as the “easiest and most convenient way” to manage and track claims.After nearly two months with no progress (status still showing “In Review”), I followed up on 7th October and received this reply from their claims department:“All required information has been received. The claim results and applicable reimbursement will be sent to you once the Canada Post strike has been resolved.”It’s hard to believe that in 2025, a major insurer still claims it can’t finalize or pay a claim because of postal delays — especially when everything was submitted online. This kind of excuse feels completely outdated and makes me question how efficiently TuGo manages its claims process.[11th Oct Update: TuGo later confirmed my claim approved and reimbursed in full, but they still mailed a physical cheque to my old address, again citing the Canada Post strike as the reason for delay.NONE of this was communicated proactively - I only learned about it because I kept asking via emails. No electronic online Claim Decision Letter or online payment option has been provided via their own claim portal -- which is extremely frustrating and unreasonable in 2025.]I’ll update this review once the matter is resolved, but for now, I hope my experience helps others set realistic expectations before relying on TuGo for travel insurance.
Attempting to set up anything on line has produced nothing but meaningless error messages. Even customer service didn't know what they meant. 4 phone calls, 3 hours of my time and 5 days later they figured it out. Shouldn't be that hard. Now I'm trying to add the esim card they offer. Got 2 codes to use in another 3rd party app (aloSIM) First one tells me it's already used. 2nd one says invalid for the region.Customer service says it isn't their problem even though I'm using the codes they provided. Another 2 hours wasted. AloSIM has no contact info and AI chat bot returns info not relevant to the problem.Bottom line is that everything seems hard and time consuming with these guys.I definitely would not recommend these guys.
It's a scam!I have been purchasing travel medical insurance for many years. Switched to tugo because it's a BC based co. and thought it's easier to deal with.Had a minor instance during my last trip back in April this year. Submitted my claim of $2,000+ right after my trip. Just received notification from tugo fater 5 months, saying that I didn't answer my questions truthfully and accurately, so my deductible is now $15,000. Needless to say, my claim is invalid. When I first signed up for the policy, I answered every single question which was much longer than all others I experienced, to the best of my knowledge truthfully and accurately. Always kept my medical condition and prescription up to date. So, I have absolutely no idea how and when I became a liar. I wouldn't even bother to persuade any further.Just need to air my grievances.
Outstanding service, tremendous service ethicIf you need travel insurance, get it from TuGo if you ever need to make a claim, you will be glad you have TuGo on your side.I have insured several times with Tugo. I had a recent claim where 15 months after the event a late invoice came in from a service provider.TuGo was just wonderful in handling it, the communications and help were first classLike I say, if you ever need to make a claim, you’ll be glad that you have TuGo as your insurance provider. I would not insure with anyone elseSpecial mention to Ms. Ruthie Faustin, the claims examiner who assisted me, a first-class professional
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Canadian-owned and operated for over 60 years, TuGo specializes in products & services that support travellers’ health, wellness and safety across Canada and around the globe. As one of Canada’s top travel insurance providers, TuGo offers 24/7 in-house emergency travel medical assistance, with support in 27 languages.
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