tugo.com

Very Slow processing of claims and extra features are misleading

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.

Date of experience: Nov 17, 2025