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Canadian-owned and operated for nearly 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 and a Platinum Club member of Canada’s Best Managed Companies, TuGo offers 24/7 in-house emergency travel medical assistance, with support in 27 languages.
Reviews 179
JIE LI
May 07,2024quite effective and friendly
Geraldine L.
Apr 19,2024TuGo was so helpful when I was injured while out of the country. They guided me through what steps I needed to take and what documents I needed to gather in order to make my claiming process smooth and easy. Once I was back in Canada I reached out and spoke with an agent who helped answer some questions. My claim was processed quickly and efficiently. Thank you TuGo!
Rick Hanna
Apr 19,2024I broke my shoulder on the first day of a non-refundable prepaid ski vacation during the recent Christmas holidays. TuGo's claim process was straight forward and TuGo settled my claim promptly, even paying a bit more than I had requested. This experience was identical to a claim my wife made about 10 years ago following a knee injury two days before we were to leave on a prepaid ski trip to Japan. Tugo processed that claim flawlessly as well. We will happily use TuGo to insure future travel and can recommend their services without reservation.
RICK BOYD
Apr 18,2024Communication from TuGo was thorough and timely. They did their homework very well. The results (a refund) was exactly what was expected by us, based upon the details of the claim.
PARVIN MASHALIFIROOZI
Apr 12,2024I invited my mom and dad to visit me in Canada and as elderly tourists, they were worried about their coverages and expenses,but Tugo proved them wrong! They can rest assured next time they visit me.
Tony Flus
Apr 12,2024I ended up in the hospital in Oahu, Hawaii. The attending physician was not certain the recommended procedure would solve the health issue so we did not contact the insurance provider prior to the operation. The entire treatment was completed & the hospital sent the billing to TUGO, which was paid directly by the insurance company within 2-3 weeks. Amazing service by TuGo & I recommend many of my friends to use TuGo first & foremost. Very highly recommend them.
ROSA MARIA
Apr 12,2024The customer experience from Tugo was beyond amazing. The whole process was seamless and reassuring. From the application process, Nicole Apolstolidis (HUB Account Manager) was super responsive, patient and explained all the benefits, limitations and contact details. Her detailed explanation of how the reimbursement worked and hospital payment structures were beneficial to our decision making. Once I found out that I was not feeling well, I called the assistance number and did not even have to wait too long, someone immediately attended to my query and the instructions were clear and in a customer friendly tone. That was even followed up in the next few days by a letter from the Claims Examiner, Paul Kagambe (sympathizing with my condition) and instruction to fill up a claim form. My claim was processed within a month, which was impressive. The whole experience with the Tugo team was prompt, super helpful and delightful to deal with, I commend Nicole for her professionalism and would highly recommend Tugo to all my friends.
jørgen vannebo
Mar 29,2024Waited 2 hours after latest expected time
Trip London
Mar 28,2024The TUGO representative, Sherlyn, was friendly, patient, and helpful in assisting me as I had issues with accessing my account. I appreciated her knowledge in troubleshooting to resolve the problem and ensuring my concerns were addressed.
GREGORY DOUCETTE
Mar 22,2024My experience was seamless from start to conclusion. The agent I dealt with was super nice and helpful. I will continue to use this service whenever we travel.
manpreet
Mar 20,2024no one pick up the call and hospital keeps calling me to pay the bills . I don't knw what to do. worst service I have ever scene
ROBERT W.
Mar 12,2024Hotels were booked for a short stay on Skiathos island, Greece. The island was hit with a major storm a week before our arrival date. The flooding closed the airport for a week so we had no way of getting to the island to use the hotel. Documents and detailed explanation of the issue were submitted along with details from the web as to the storm itself. Settlement arrived a few weeks after submitting the claim documents.
StiGMaT
Mar 05,2024I'm from Quebec, and my girlfriend is from Washington State. We are in the process of getting her a common-law partner sponsorship here in Canada, specifically Quebec. She needs to stay in Canada with me for 12 months. So, I used TuGo for the first 6 months. We took one package for the full first 6 months, as this is all she was allowed to stay initially, and we were unsure if she would be approved for the visitor visa, as we had never applied for this before, neither one of us. We managed to extend her stay using a visitor record for an additional 6 months. For the first renewal from month 7 to 9, I decided to only renew for 3 months to lower the amount a bit... I'm not rich, and paying for another 6 months in one go was a bit hard, so we took a 3-month coverage with plans to renew for the final 3 months at the end of February. So, over her 9-month stay so far, we had a few minor claims done. Nothing major, $200 the first claim. The doctor suspected a stomach ulcer and gave her some medication. Then we opened a claim for a UTI, but the doctor never charged us anything, so we never completed this claim. Then, an emergency dentist appointment for about $100. And finally, the last doctor thought she had strep throat, but the test came back negative, and she must have had a really bad cold that came with a fever. The fever persisted for more than 7 days, so we consulted in case this was something serious. This cost us $170. They started adding limitations to our coverage as of the first renewal, stating the issues she made a claim for in the first 6 months were now voided and no longer covered if they happened again... so that's very awesome and peace of mind for us... what's the point of insurance for in case of an emergency if they start adding limitations? When we came to renew for the final 3 months, they declined us because we made too many claims... Those 3-4 minor small claims. The last claim to this day is still pending, and I have not received a refund, and we submitted everything over 4 weeks ago. So, if you have $200 or less in claims, don't even bother; they will refuse you for renewals... Because of the added limitations after the first renewal, we started to worry and really wanted to avoid the hospital. I personally hate hospitals and avoid them like the plague. So, we only went when we felt the need to. So, NO EASE of mind, and we worried if each appointment would it be covered or not. That's not how insurance is supposed to feel. For TuGo to be any good for you, you need to be rich and take the full 12 months in one go. Pay $1200-1400 or whatever 12 months costs more or less in one go if you want to be sure to be protected for the full 12 months if that's how long you plan to stay. Renewing is going to ruin your experience as it did with us. My girlfriend will be allowed to get on the Quebec RAMQ plan in a few months' time. This was the plan from the start. Get her residency and a work permit. TuGo has made us stress every time. Should we make a claim, we should have just sucked it up and paid ourselves each time... I suggest only making claims if it's going to cost a few thousand... They didn't even offer to raise our premium due to too many claims; they just flat out refused us. You only had to cover her for 3 more months to avoid this negative review. We needed 12 months; you gave us 9 out of 12. Your company is garbage, and we will never refer anyone to you. I recommend staying clear if you really want peace of mind. Update the night after I wrote this review: Funny, I come home, walk in the door, and see a TuGo letter in the mail. This letter claims we are missing information. We have been waiting for 4 weeks for them to say we are missing information?!?! We filled our previous claims and got refunds in a timely manner. We filled them correctly and got our refunds, so we clearly know how to fill their forms. But this time, something is missing supposedly. They are messing around for about $170 + $100. You are trying to make us have an even worse experience. You are messing around for $370, so all you readers reading this... when it comes time to pay more than like a few hundred dollars and it's not your first claim, they will make you wait and mess around. AVOID TUGO. So from what I understand in the last 3 months covered, so from November to February, we made 2 claims. a dentist appointment of about $90-100 and 1 doctor appointment for $170, so about $270 in claims. This has been on hold for the last 4 weeks, and they are giving me the feeling you won't even pay us... and these 2 claims that you may not even pay us got us denied for our final 3 months of coverage needed? As you can see, dear reader, you will not have peace of mind with this company unless you only deal with them once and pay for your full stay in one go. For short stays, they might be okay, but for any extended stay, don't renew; just get 1 plan for the full period.
Chantelle
Feb 29,2024I had a great experience with TuGo from start to finish. I found it easy to apply initially. I paid for my trip in increments so I was able to add to my policy as I made payments. Unfortunately, my trip was cancelled due to the crisis in Israel. As I didn't purchase cancel anytime, I had to wait until the specified timeframe before making a claim. My claim fully reimbursed my trip! Any questions I had throughout the process were answered within a reasonable time frame.
CRAIG
Feb 20,2024Talking to an agent allowed me to ask questions so that I clearly understood exactly what documentation was needed to support my claim eliminating unnecessary "back and forth". When I submitted my claim I felt confident that I had met all the necessary requirements and it only took a few weeks till I received a cheque in the mail to cover my expenses. I was very appreciative of this as it helped make an unfortunate illness less distressing.
SHENGLI YU
Feb 17,2024I had a toothache and needed a root canal, and my insurance covered most of the cost, and for that I'm grateful.
Dana C.
Feb 14,2024Easy to contact by phone and email. Prompt responses. Easy to apply for my claim. And fast processing of claim.
ZIRONG FENG
Feb 14,2024In November I have applied for reimbursement, and agency told me that I can apply for it on line, which is really convenience to get everything done, and finally I got the reimbursement soon.
Jaswinder Singh
Feb 10,2024wouldn't recommend!!!!
CHANTAL LANGLOIS
May 15,2024J’ai du annulé mon voyage au club med Guadeloupe en janvier dernier car mon conjoint a reçu un diagnostique de cancer. Nous devions partir en famille, 13 personnes dont 2 bébés. Mon fils et moi avions pris l’assurance annulation de TuGO et l’assureur a remboursé au complet pour mon fils et moi