TuGo Travel Insurance Canada

Never take out insurance with this company as there do everything not to pay. My wife became sick before we were to go on a cruise. She spent 3 days in bed and because here doctor did not advise her to cancel her cruise there will not pay.
Never, every take out insurance with this company.

Poor upfront customer service support. Impossible to contact. Changed to another travel Insurance provider.

Prior to posting this review I had e-mailed both Technical Support and Customer Support through the "Contact Us" section in their website. No response. I was looking to renew my policy. My Google search for the TuGo website resulted in a Google request for comments on my experience. That was my experience and there is nothing to resolve. I now have a great travel insurance policy with another provider.

I had to put in a claim when I got ill on a Panama Canal cruise. It was easy and seamless! I found everyone I dealt with at TuGo to be very helpful and supportive! Also, with their pre-existing condition rider you only need to be "stable" for a week-not 3 months or more like other companies! I highly recommend this company for your travel needs!

Class act! Bought travel insurance for our trip (3 people). Our flight was delayed for 3+ hours and within a few hours I received a notification from Tugo. Here's some compensation for you due to the flight delays. Go claim it. Money was deposited immediately. NOW tell me when has an insurance company ever proactively reached out and advised you that they have money for you. TUGO is our "GOTU" travel insurance company from now on. THANKS Guys. (note: do think about cutting us seniors some slack though-most of us are not that high risk)

Long waiting times over call, doesn’t help you out in solving problem. Worst customer service experience.

Excellent price for travel insurance, very reasonable compared to others for the same coverage and more.

The claim processing time is really long. When I submitted all the paperwork, they informed me that it would take 6-8 weeks. Now it has been for two months, and when I called, they said it would still take another 6-8 weeks, with no guarantee. The hospital keeps pressuring for payment, which really exhausts the patient both physically and mentally.

I am accustomed to a simple procedure for printing off the information needed to carry with me when I travel. Tugo was complicated, frustrating and seemed to be asking for far more than needed. Thankfully when I called the help desk, after 1/2 hour with a very patient person I had what I needed but I still have to register
my flights

Have used for travel insurance every trip, great coverage, great price.have had to use interruption insurance and has been a stress reliever.

Événement en Thaïlande le 5 janvier 2023 et toujours en attente du remboursement. Plus jamais cette compagnie

Toujours en attente du chèque.ben oui dans poste

17 avril 2023 toujours en attente du chèque.ben oui dans la poste.

Recently filed a claim for my trip interruption after traveling back from Japan, very friendly and reasonable claim handling time, just got my reimbursement; was really thankful that I did purchase trip coverage before I traveled. RECOMMENDED!

Événement en Thaïlande le 5 janvier 2023 et toujours en attente du remboursement. Plus jamais cette compagnie

Négatif. Faut se débrouiller seul pour consulter un médecin et nous devons payer en entier les frais et ensuite faire une demande de remboursement…. Nous avons été laissé à nous-mêmes. En plus les consultations au Canada ne sont pas couverts vous devez demander le remboursement à la RAMQ vous mêmes…

J'étais en vacances à Punta cana, le médecin est resté devant moi au téléphone en essayant de les joindre pour approbation il est resté plus de 1h sans résultat, m'a femme n'a pas pu être soignée ni avoir de médicaments.elle sert à quoi cette assurance qui n'est pas joignable quand on a besoin d'elle. Je déconseille fortement cette assurance.laval quebec

After 4 month of a simple incident which followed all the rules of the insurance policy we have not received any news from them besides updating this or that. The last requested document was sent to them about 20 days ago. It would be way wiser to avoid this insurance as you have to pay out of your pocket any way. You are just doubling your expenses by paying them.

I can never in touch with a representative. Called many times and waited at least 1 hour before hanging up. This company is not reputable, would not recommend.

Absolutely outstanding service. We had to make a claim whilst in the UK as my partner was rushed into hospital on day 1 of our trip.
I made the call to Tugo and they dealt with everything.
The customer service is second to non, they called constantly checking in with me to see how everything was going.
Once we were home and submitted the paperwork with receipts etc the claim was paid very quickly.
Would recommend 100%

Quand je vois les différents commentaires je me dis que les assurances c'est vraiment la loterie.
J'ai toujours souscris une assurance avec Tugo pour chacun de mes voyages et je n'en ai jamais eu besoin.
Jusqu'au jour ou j'ai attrapé le covid à mon arrivée en Thailande.qui s'est vite aggravée en pneumonie.
3 semaines dans une clinique privée à Bangkok 1a recevoir de nombreux tests médicaux et traitements.

A aucun moment je n'ai eu besoin d'appeller Tugo. La clinique a demandé les informations de ma police et a tout arrangé directement avec l'assurance en quelques jours.
J'avais peur que l'assurance essaye de se défiler mais Tugo a pris en charge la trés lourde facture sans aucun problème et je n'ai pas eu à débourser le moindre dollar.

Il faut croire que j'ai fait parti des chanceux et je suis vraiment heureux d'avoir déboursé 120$ pour une assurance qui m'a fait sauver près de 50 000$.

Parce que le processus pour acheter une assurance a toujours été trés rapide par téléphone et pour leur prise en charge au moment ou j'en ai eu besoin je ne peux que donner un 5 étoiles

I can’t even get in touch with a representative. I phoned two different numbers and l left a callback message but it’s been two days and I’ve heard nothing.

My husband rolled his truck and broke his neck in North Dakota. If it wasn't for TuGo and their amazing claims service, I don't know what I would do. I would never put my family on any other company. TuGo is the best in the market!

Long wait time on the phone and they had trouble processing my payment which resulted in a bit of phone tag. Unfortunately no one gave me a direct line so I had to wait on the line every time until I got a hold of someone. That said, emergency medical insurance for my 3 month trip was $200 cheaper than what CAA quoted me. The price was right

The lady was amazing with helping my mom organize and set up her insurance for her flight.very friendly and great service as well.

Very Disappointed with this company we have used then for many years. They made up every excuse in the book not to help us. Very sad.

I am not happy with this insurance company.ones I did insurance and now for me, for my family for my friends for my relative doesn't exist for ever this company.

I am an advisor and knows the TUGO customer service, policy wording in and out, BEST COMPANY, very reliable, you will have peace of mind. I could rather give 7 star or 10 star, I love this company

Recently was getting travel insurance from TuGo. Signed up for policy and found out did not get what they advertised. Website indicated on annual policy get 15 months for price of 12 months. Questioned representative and they said "oh we no longer offer that". They sent policy handbook indicating quarantine guidelines when questioned representative said they no longer include that with medical policy. Have to pay extra. Really. Poor response to questions and have yet to receive email with policy.

I was having some questions going through the insurance purchase process and I've contacted TuGo's customer service and was greeted by such an amazing representative. Celine Clements was not only helpful and professional but also super kind and charismatic, making sure I had all my questions solved before hanging up. Amazing customer service! Really appreciate her work and competence.

POLICY - VMD5162121 - CLAIM 388394. It's misleading the way the coverage is described. Please provide details why this wasn't covered.

Have a annual plan now for a couple of years and not a cheap one as we are seniors in our 80's with health issues. Have not been able to travel the last year due to COVID and the travel restriction. I asked that my year be transferred for the next year so that my wife and I could travel to see our family once restrictions and vaccinations were in place. I was told I could have a 3 month extension, which still falls during the pandemic. I then asked if my 3 month extension could be added for a specific period next spring so that we could travel safely once the pandemic, travel restriction and vaccine were administered. Nope, they will not do this either. A lot of money for nothing. Do not recommend this company for anyone.

I have since been InTouch with TuGo and they are being very accommodating with renewal of a policy and refund. Thank you so much for the understanding in these difficult and trying times of COVID.

SCAM WARNING! Fraudulent company. If you buy insurance and something happens, they will come up with impossible to fulfill criteria to make a claim. For me it was itinerary of a flight I booked over a year before my claim and nine months before my 'coverage' began. I was not claiming the flight and it had nothing to do with my claim. Nothing but criminals.

This company has been difficult to deal with. After our claim application, we were told they would contact us if they needed any further information. We contacted them after several weeks to get an update. They initially had problems locating our file; then we were told that we hadn't signed a form, consequently the waiting period of 12 weeks to have our claim looked at would begin again. They also asked us to write down our credit-card number on a form, scan it and email it to them.
I realize that Covid-19 has been difficult, but this company has made the process even more difficult.

Would not recommend this insurance. We had paid over 1500$ in insurance for my a grandpa and in January 2018 he had passed away in India. We had sent proof of receipts and we never received a single dollar back from Tugo.

Poor service. Unfortunately, they are not responsible at all and they refuse and deny every legal expenses with different excuses. I can not believe how they could be unsupportable. I regret this purchase.

I am so impressed with TUGO - they have always been so awesome to deal with. When we were down south during Covid 19, we could not get back due to "restrictions" and we couldn't get our motorhome fixed. Tugo extended our policy when other insurers were telling our friends they had to get back to Canada or their insurance was being canceled. Then we just got a notice that Tugo is extending our annual renewal date, giving us 3 months free insurance on our annual policy. They surely didn't have to do anything like this, but is very much appreciated. Thank you Tugo! We had already been referring all our friends and family to you and will be sure to tell them about this added value service

Suite a la covid nous avons dû annuler notre voyage du mois de mai. Nous avions pris une assurance annulation cancellation avec TuGo
Lors de nos appels nous avons toujours été
répondu par des représentants compétants et aimables. Ma réclamation a été accepté et remboursé dans un délai raisonnable. Je recommande TuGo assurance pour leur service a la clientèle et leur respect de la police vendu contrairement a l assurance sur ma carte visa qui on refusé ma demande en trouvant mille et une raison. Merci TuGo je vais avoir recours a vos service de nouveau et vous recommande.

Do not pay for their travel insurance! I have dealt with their customer service for over 6 months on resolving a claim, and all they do is give me the run around. I talk to one person, and I'm told one thing. Then I get transferred to someone else and get told something completely different. They will do anything to deny a claim! DON'T WASTE YOUR MONEY!

They are typically a good insurer however on my last trip to the US they would not cover me wjen I requested coverage once I was in the US. I had to use a different I surer for that.

My trip was cancelled due to COVid and they're refusing to give me a refund even though Westjet cancelled our trip! They were asking for proof if my trip was really cancelled and a month later I still haven't heard back from them. This is our second time buying their insurance. The second time we've had issues so NEVER AGAIN. Total scam artists!

I just got an email saying TuGo has extended my yearly travel insurance expiry to an extra 3 months due to covid 19 limiting travel! I’m very pleased.

I felt so bad with this company. My agent just told me that I can't claim as my son cough before we purchased this medical insurance. My agent should told me before I paid it. Nobody will buy this insurance for just growing company business.

Seeing all of these bad reviews it seems obvious that insurance companies are out to scam people with their wording and customer service. Very agreeable and pleasant when buying but the reverse when making a claim. Everyone has and angle.

As a long time travel insurance purchaser I can say I only recommend this company and product to my family. All insurance companies have rules and exclusions, and as long as you are an informed traveller (meaning reading your policy) then you should never have any issues. TuGo is prompt, and very easy to understand. I also found if I went through a broker, it was very easily explained to me. Love TuGo!

My wife wrote a review for the awful service that we received from this insurance company and their reply was even worse, please read Tugo’s response and my wife’s:

Hi Sahar,

Thanks for your patience as we looked into your policy. Your travel insurance policy covers medical emergencies, not ongoing care (i.e. Checkups, prescription refills, etc.), and based on the information provided you’ve provided, your father’s case wasn’t a medical emergency. Sorry that you’re disappointed, but the policy dictates the coverage.

If you have any additional questions, please feel free to contact us again, or your broker directly.

Best,
Linnea

And my wife replied:

Hi
I’m even more disappointed as you seem not to read my comments.
I clearly stated what I requirements were and asked for the service. I’m not a lawyer to read between lines and understand if the policy covers the requirement. That’s where your agent comes in handy which in my case it didn’t.
I see learning opportunities for your staff and obviously you lost me, my family which visit us frequently my in-laws, now a former customer of yours and anyone I know in my network and beyond.
We have a family business and we understand that’s not how you would deal and treat with a returning customer.
Good luck with you.

All this communication will be spread, just for your information, and maybe we could save another victim.

Hi
We do not recommend this insurance. They’re dishonest and they steal your money.
I bought insurance for my parents visiting my husband and I here in Canada. And my dad has heart condition. Which I explained to the sales person clearly. She provided us a service which included non emergency visits to doctors and prescription.
Due to a visa wait-time, my parents visit got extended and I had to extend their insurance several times. Once my dad’s medication started to go low for the long wait, I took him to see my family doctor to prescribe the urgent ones.
Long story short, this insurance did not accept my claim, giving irrational answers like medicine refills are not covered although I had explained to the sales person about my need and the doctor visit was not emergency so not covered which was again not what I was promised.

Very disappointed with the service although we were absolutely clear on our requirements and the reason to hire the service and now ending up paying the doctor and the prescription in addition to the complete insurance premium.