A TuGo claim starts with a call to Medical Assistance at +1-800-663-0399, or 604-278-4108 collect, before treatment where possible and within 24 hours of a hospital admission at the latest. TuGo coordinates with the hospital from that call. The paperwork then runs through myTuGo at my.tugo.com: start the claim, sign the emailed forms, upload itemized bills and medical records. The policy is underwritten by Industrial Alliance Insurance and Financial Services Inc. (iA Financial Group); TuGo administers it and examines the claim.
This page covers the TuGo-specific steps. The general rules, including why the 24-hour call matters at every insurer, are on the claims hub. Plan details are in our TuGo review.
What do you need before you start?
The policy number, the parent’s passport, the hospital name and admitting diagnosis, and a phone that can dial a plus sign. Later you will need an email address for the myTuGo account, a printer or a way to sign forms electronically, and every itemized bill and receipt.
| Item | Why TuGo needs it |
|---|---|
| Policy number (on the confirmation and wallet card) | Opens the file; needed for myTuGo registration |
| Passport with entry stamp or eTA record | Proves the date of entry and that the policy was in force |
| Hospital name, ward, attending physician | Lets Medical Assistance contact the hospital |
| Signed claim forms (emailed after you start the claim) | TuGo “can’t start your claim without fully completed and signed claim forms” |
| Itemized bills and itemized receipts | Each line is checked against the policy |
| Detailed medical records | Listed in the emailed claim package; used for the stability check |
| Medication list with dates, home-country doctor’s contact | Needed if a pre-existing condition is questioned |
Source: TuGo, How to Make a Claim. Put the assistance number and policy number in the host’s phone the day you buy.
How do you make a TuGo claim, step by step?
Seven steps: call, hand over to Medical Assistance, keep paying nothing you do not have to, open myTuGo, sign and upload, track, and chase. Allow 20 minutes for the first call and an hour for the online submission; payment takes weeks.
- Call TuGo Medical Assistance before treatment, or within 24 hours of admission. Use +1-800-663-0399 (global toll-free), +1-800-533-8718 (emergency hospitalizations) or 604-278-4108 collect. If you cannot get through, call +1-604-278-4108 direct; TuGo reimburses call charges. Give the policy number, hospital, diagnosis and a callback number. Write down the file number and the agent’s name.
- Let Medical Assistance coordinate with the hospital. TuGo’s team is available 24/7 to “coordinate treatment and arrange further help.” Ask them to confirm cover to the hospital’s billing office and to set up direct billing. If the hospital still asks for a credit card, read direct billing before paying.
- Keep every receipt for anything paid out of pocket: pharmacy, clinic, ambulance, taxi to the hospital. Ask for itemized bills, not summaries.
- Open a myTuGo account at my.tugo.com. Have the policy number ready, create a username and password, and click Start a Claim. If you cannot register, call 1-800-663-0399.
- Complete the online form. TuGo emails a claim package with forms to sign. Sign every form, including the authorization that lets TuGo request medical records.
- Upload the signed forms and documents under Claims, then Upload documents. TuGo says this is the fastest route and that mailing or emailing “causes delays.” If you must mail, the address is 1200-6081 No.3 Road, Richmond, BC V6Y 2B2; email [email protected].
- Track status in myTuGo and upload anything else requested. A Claims Examiner reviews the medical information and sends “an explanation of what was or wasn’t covered and why.”
Sources: TuGo medical emergency page and TuGo claims page. The sequence is the same at every insurer; the first-hour version is on emergency: what to do first.
How long does it take?
The first call takes minutes and TuGo contacts the hospital the same day in most cases. The claim decision depends on how quickly medical records arrive, and reimbursement after a decision is where TuGo draws complaints. Plan for weeks and document everything.
| Stage | Typical time | Notes |
|---|---|---|
| First call and file opened | Minutes | 24/7, multilingual |
| Cover confirmed to hospital | Same day to a few days | Longer if records are needed first |
| Claim package emailed after Start a Claim | Hours to days | Check spam folders |
| Decision after all documents received | Weeks | Depends on home-country records |
| Reimbursement payment | Weeks; reviews cite 10 weeks to 3 months | Trustpilot, 4.0 from 261 reviews |
TuGo publishes no service standard on its claims pages. The THIA Bill of Rights, which TuGo’s industry body publishes, promises “timely and transparent communication,” which is the standard to hold it to in writing.
What if it goes wrong?
Four failure points: you could not reach TuGo, the hospital demanded payment, the claim was denied, or the payment is late. Each has a specific next action.
| Problem | What to do |
|---|---|
| Cannot reach the assistance line | Call the direct line +1-604-278-4108; send a message through the Medical Assistance contact form without medical details; note every attempt with times |
| Hospital demands a deposit before cover is confirmed | Ask the hospital to call TuGo’s file number; if you must pay, get an itemized receipt and claim it back; see direct billing |
| Claim denied for a pre-existing condition | Ask for the written explanation citing the policy clause; gather the home-country prescription history; appeal in writing; see denied claim, what next |
| No payment after 60 days | Message through myTuGo citing the file number and the THIA commitment; then a written complaint to iA’s complaints officer; then OLHI |
| Parent needs a prescription after discharge | Ask Medical Assistance whether follow-up is approved before filling it; see follow-up care and prescriptions |
The underwriter is iA Financial Group, so an appeal that TuGo’s examiners uphold goes to iA’s complaints officer, not to TuGo’s sales team. OLHI can review only after the insurer’s final position letter. SuperVisaDirect will help you draft the appeal and assemble the file: email [email protected] or request a callback, Monday to Friday, 8:00am to 6:00pm Eastern Time.
How does TuGo compare on claims handling?
TuGo’s strengths are a 24/7 in-house team, an online portal and a reimbursement promise for call charges. Its weakness is speed: the one consistent theme in public reviews is slow payment. If a fast reimbursement cycle matters more than price or age limits, compare TuGo vs Manulife and Allianz vs TuGo before buying.
Questions people ask
What number do I call for a TuGo medical emergency?
TuGo's global toll-free line is +1-800-663-0399; the emergency hospitalization line is +1-800-533-8718; the worldwide collect number is 604-278-4108, with +1-604-278-4108 as a direct fallback. Dial the plus sign from a mobile. TuGo says it reimburses any charges for calling. The line is staffed 24 hours a day, seven days a week.
Do I have to call TuGo before going to hospital?
Call before treatment where possible, and within 24 hours of admission otherwise. TuGo's public pages do not publish a percentage penalty for late calls, but the iA policy wording governs, and most Canadian visitor policies reduce benefits for late notification. A parent who could not call because they were unconscious has a medical reason; a family that did not know does not.
How do I submit a TuGo claim online?
Create a myTuGo account at my.tugo.com with the policy number, click Start a Claim and complete the form. TuGo emails claim forms to sign; upload them under Claims, then Upload documents, with itemized bills and receipts. Track status in the same account. Mailing or emailing documents is accepted but slower; the address is 1200-6081 No.3 Road, Richmond, BC V6Y 2B2, email [email protected].
What documents does TuGo need?
Fully completed and signed claim forms, itemized bills and itemized receipts, detailed medical records as listed in the emailed claim package, and provincial health care or extended health forms where relevant. TuGo states it cannot start a claim without signed forms. Keep the passport page showing the entry date and the boarding pass.
How long does a TuGo claim take?
TuGo publishes no service standard. Trustpilot reviews, where TuGo scores 4.0 from 261 reviews, include complaints of 10-week and 3-month waits for reimbursement. Direct-billed hospital claims settle between TuGo and the hospital. Chase in writing through myTuGo, keep a dated log, and escalate to a written complaint if nothing moves in 60 days.
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