TuGo | Travel Insurance Canada

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DreamTeam Consulting

TuGo’s handling of my trip cancellation claim after my mother’s passing was shockingly impersonal, with no acknowledgment of the loss and cold, procedural communication. As an insurance professional with 30+ years of experience, I strongly recommend they improve their empathy and client support during claims. I filed a trip cancellation claim with TuGo following the passing of my mother. Sadly, the experience was marked by a noticeable lack of empathy. The initial communication did not even acknowledge the loss — no simple message such as "our condolences" was offered. Instead, the email began with, "The necessary claim forms are attached. Please have them filled out and returned with the required supporting documents listed in the instructions to start the claim. One set of forms can be used for everyone on the policy that needs to cancel." A few empathetic words alongside the procedural instructions would have made a significant difference during a difficult time. Over approximately six weeks, I had to send multiple follow-up requests just to receive an update. When I finally received another impersonal email advising that the claim decision had been mailed, I called for clarification. Unfortunately, the representative’s tone was similarly cold and detached. As someone who has worked as an insurance broker and consultant for over 30 years, I found this level of service both surprising and disappointing. The true test of an insurance company is not how easy it is to purchase a policy online — it’s how they treat clients when a claim is filed, particularly one triggered by the death of an immediate family member. From a professional standpoint, I strongly recommend that TuGo prioritize training their team on empathy, communication, and responsiveness. A client who is grieving should never feel like just another file number.

Sarah

Without making this too long of a review I want to say “thank you!!” We treated ourselves to an international trip with our one year old. It went south and our infant needed emergency care in the hospital… in an already incredibly stressful situation, the hospital was challenging to work with as they wouldn’t treat our daughter without confirmation of insurance. THANKFULLY TuGo (specifically Russel- our agent) worked fast and thoroughly with the hospital to approve funds and get our daughter the help she needed. We spent the night in the hospital and when we were discharged mouth agent (Alex) called to check up on our daughter and see if he could assist us in anyway. When we arrived home in Canada, follow ups began with Christine (another agent from TuGo). She checked in on our family and asked if there were any additional bills they could assist in covering. Repayment with quick and customer service was phenomenal! I can’t say enough great things about the team we were aligned with. Our daughter is healthy and doing well, and I’m beyond grateful that we didn’t need to pay $10,000 out of pocket. I will never travel without travel insurance!

Kim Bond

I wish I would of read reviews before purchasing travel insurance. Had to go to emergency department by ambulance in Mexico. When I was able to leave the hospital told me that Tugo was not covering the hospital bill. Called the emergency # and was told by agent that they were waiting for a call back from my family Dr. WHAT!! It was 8 pm alberta time. So had to put on my credit card over $500. Also girlfriend put ambulance and hotel Dr on her credit card $1600 which I have to pay back. Been dealing with reimbursement since end of October. Every time I call they want something else but yet don't contact me. Every time you submit a document it puts you back to 6 - 8 week processing time. Ridiculous and disappointing 😞 UPDATE Well my claim has been rejected. They say because I failed to advise of every medical conditions I was disqualified and was subject to a $15000 USD deductible. I verbally gave my agent all my conditions and a full list of my medications which included meds for the issues they said I didn't state. Figure that one out. What a scam when they just don't want to pay you out for a legitimate claim.

Cai Flores

I've been with tigo since 2019. Whenever i go travel I take them but just when I need them the kost, they failed me. I got my insurance on Jan 6, tried to register for myFlyt, was told I need to be 24hrs after I availed the insurance (understandable) So I tried the next day (after 24hrs) I still couldnt register my flight back. Tried again the next day and the day after (So Jan 7 and 8) still didnt go through. Kept giving the error "unfortunately this flight's date is too early or too late for the flight to be registered". My flight came on Jan 10th, Tried it early in the morning of my 9pm flight, still gave me the same error. Called their customer support and they asked for a "screen shot" like are u serious? Wtf I will never use this insurance. Just when I need it, I found out they're unreliable.