TuGo Opiniões 203

I've been waiting 10 weeks to be refunded for medical expenses covered. Given my policy cost $5000 this is below poor for service.

It takes an age to connect to customer service and they provide little to no information every time and tell me to continue to wait.

This is awful service. AVOID

I had taken a medicalinsurance for my parents coming on PR from india to vancouver. The insurance was covered from the date we started the journey but during the transit via london my father had an medical emergency due to pneumonia and my parents had to break the journey and was in london for a period of a month as advised by the doctors. my mother who was holding the policy along with him and travelling with him ,had to stay in accommodation and had some transport expenses in london . once after the patient was discharged since he could not leave the country unless he was fit to travel they had to stay more days. So i claimed all this has incidential expenses which was in policy subjet to 5 k limit. I received a letter from
the insurance provider that this expense are not part of the benefits of the policy. This are genuine expenses which my mom incurred and was rejected. This are main reasons we take insurance to cover our expenses for unexpected medical and other expenses.We have als proved by the doctors documents about my fathers condition being stable before he started the journey. I have submitted all itemwise bill for expenses and inspite of that this were rejected saying not part of benefit without a proper explanation. If this is how insurance companies treat when we have emergency and for which we pay insurance premium then not sure what more or whom we can turn to mitigate our risks.The time the company taking to say it is rejected is 8 weeks and once we know to again apply for explanation it takes more time with so much delay .

Why is it so hard to connect your claims department? I’ve been on hold for two hours waiting for a representative to pick up the phone. Could you at least tell me how long the waiting time is? I sent an email about my mom’s case, but I still haven’t received any response.

Terrible to deal with. The emergency line is severely understaffed and if they bother to call back, last time took 5.5. Hours.
They dont return email and my friend is stuck in a hospital in Columbia with NO assistance from Tugo!!!!

I cannot say enough good things about Patrick Vaillancourt and the support I received from TuGo Insurance.

After breaking my back in France, I was in an incredibly stressful and uncertain situation. Being injured in another country is overwhelming on its own, but Patrick made the entire process feel manageable. He was always responsive — consistently returning my calls and answering my emails promptly. I never felt ignored or left in the dark.

What truly stood out was his dedication and urgency. He helped arrange for a nurse to travel from Canada on very short notice to assist with my return home. That level of coordination and care made a huge difference in my recovery and peace of mind. I honestly don’t know what I would have done without his guidance and support throughout the entire process.

Patrick was professional, compassionate, and incredibly reliable during one of the most difficult times of my life. I’m extremely grateful for him and for the outstanding support from TuGo Insurance. I would highly recommend both to anyone traveling abroad.

Based on my research while deciding on travel insurance for my mother, I spoke with a Tugo agent. One of my concerns was that their policy did not explicitly cover follow-up testing. When I asked what would happen if a physician recommended it, the agent explained that Tugo would need to be actively involved in approving extensive or costly procedures, but not for minor or inexpensive tests. I ultimately chose Tugo because the agent assured me, despite the policy wording, they do not give clients a hard time over covering small, necessary expenses recommended by a doctor, when I present my case to the appeal team. I received the same reassurance from another agent on the day I finalized the purchase.

During the trip, my mother fell and broke her arm. Before going to the hospital, I contacted Tugo’s medical line to confirm procedures and again asked about follow-up expenses. The agent repeated the same policy: Tugo would need to be involved for operations, but not for minor testing, casting, or related costs. He assured me any necessary minor expenses recommended by the physician would be covered when I present my case to the appeal team.

The treatment involved casting, a follow-up x-ray, recasting, and transportation, totaling roughly $450 CAD. Despite the repeated assurances, Tugo only covered the initial transportation. After a written appeal, they covered the first hospital bill. I then had to call and explain the situation, stating I would leave a negative review if they did not honor their word. They then covered the x-rays, but refused the final transportation bill of about $150 CAD (the hospital was over an hour away). They dug in their heels at that point.

I will not use Tugo again due to the excessive hassle required to secure coverage I was explicitly promised. If they are this difficult over a small claim, I dread to imagine the ordeal for someone with major expenses. Their strategy appears to be to delay and deny payment, hoping clients won’t persist. It's a sad business model. While my mother's out-of-pocket cost was ultimately minimal, I share this to warn others, especially those who could face significant costs. I would strongly recommend choosing a more reputable and reliable insurance provider.

We purchased tugo insurance numerous times for our trips down to USA from Canada with never a claim till February 2025. My wife had to go into the hospital and we started a claim at that time. Tugo have been trying every way to deny our claim. We have done everything that they requested and still they won,t settle the claim. They have thrown it back into our lap and stuck us with the bills without them paying a dime. I would recommend that no one purchase travel insurance through this company

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.

Hi, I submitted a dental claim for my dad and its been still in review for long time. when i reached out to tugo they told me that it will take 6-8 weeks for the entire process. I feel like they are a scamming company and don't do anything to protect the consumers. I paid nearly $430 from my own for the tooth removal as my dad had severe pain. I am waiting for long on tugo to do their due deligence and provide the claim Claim Number- 457258

I paid $582 to tugo for my mother's travel insurance which should have covered everything with 0 deductible. I had to take her to ER visit for an insect bite she had that led to inflammation and I have had an open claim of $794 since then for her Er visit. It's been 4 months now and this claim is still going on. I would have to go and pay hospital because they will send it to collection agency going forward. I have no clue when I would get my money back. They say 8 more weeks for a decision now!

I submitted my travel insurance claim to TuGo on 15 August 2025, uploading all required documents through their myTuGo online portal, which TuGo promotes as the “easiest and most convenient way” to manage and track claims.

After nearly two months with no progress (status still showing “In Review”), I followed up on 7th October and received this reply from their claims department:

“All required information has been received. The claim results and applicable reimbursement will be sent to you once the Canada Post strike has been resolved.”

It’s hard to believe that in 2025, a major insurer still claims it can’t finalize or pay a claim because of postal delays — especially when everything was submitted online. This kind of excuse feels completely outdated and makes me question how efficiently TuGo manages its claims process.

[11th Oct Update: TuGo later confirmed my claim approved and reimbursed in full, but they still mailed a physical cheque to my old address, again citing the Canada Post strike as the reason for delay.
NONE of this was communicated proactively - I only learned about it because I kept asking via emails. No electronic online Claim Decision Letter or online payment option has been provided via their own claim portal -- which is extremely frustrating and unreasonable in 2025.]

I’ll update this review once the matter is resolved, but for now, I hope my experience helps others set realistic expectations before relying on TuGo for travel insurance.

It's a scam!
I have been purchasing travel medical insurance for many years. Switched to tugo because it's a BC based co. and thought it's easier to deal with.
Had a minor instance during my last trip back in April this year. Submitted my claim of $2,000+ right after my trip. Just received notification from tugo fater 5 months, saying that I didn't answer my questions truthfully and accurately, so my deductible is now $15,000. Needless to say, my claim is invalid. When I first signed up for the policy, I answered every single question which was much longer than all others I experienced, to the best of my knowledge truthfully and accurately. Always kept my medical condition and prescription up to date. So, I have absolutely no idea how and when I became a liar. I wouldn't even bother to persuade any further.
Just need to air my grievances.

Attempting to set up anything on line has produced nothing but meaningless error messages. Even customer service didn't know what they meant. 4 phone calls, 3 hours of my time and 5 days later they figured it out. Shouldn't be that hard.
Now I'm trying to add the esim card they offer. Got 2 codes to use in another 3rd party app (aloSIM) First one tells me it's already used. 2nd one says invalid for the region.
Customer service says it isn't their problem even though I'm using the codes they provided. Another 2 hours wasted. AloSIM has no contact info and AI chat bot returns info not relevant to the problem.
Bottom line is that everything seems hard and time consuming with these guys.
I definitely would not recommend these guys.

I purchased the TuGo emergency medical insurance for a one week trip to Mexico May 22-29,2025. I had to make a claim for an emergency trip to the ER. One hour visit to the ER and back to my resort. Since home I have submitted a claim. Over two months later I am still waiting for a simple claim... In the past I have had several other emergency medical plans with this company, But never had to make a claim until now. Kelly. Update Sept 16/25 -Tugo insurance I recieved my claim reimbursement in full today. Regards Kelly

They did everything to delay and stonewall and make false statements to delay settling a claim. After confirming a claim had been accepted and processed, they delayed and delayed. Told Tugo twice that the hospital had informed me about unpaid hospital amounts being sent to a collection agency. Tugo finally settled with the hospital approx. 4 months after claim was filed.

Outstanding service, tremendous service ethic

If you need travel insurance, get it from TuGo if you ever need to make a claim, you will be glad you have TuGo on your side.

I have insured several times with Tugo. I had a recent claim where 15 months after the event a late invoice came in from a service provider.

TuGo was just wonderful in handling it, the communications and help were first class

Like I say, if you ever need to make a claim, you’ll be glad that you have TuGo as your insurance provider. I would not insure with anyone else

Special mention to Ms. Ruthie Faustin, the claims examiner who assisted me, a first-class professional

We booked our medical insurance with Tugo and unfortunately had a medical emergency before we left and were unable to go. We filed the paperwork required. That alone took many hours and we had to enlist the help of our children to complete it. The system is not computer friendly for seniors. We knew that we would have to wait 6 weeks upon receipt for our money. At the 6 week mark, we phoned and were told that the wait time was 6-8 weeks. We have now waited the full 8 weeks and when we phoned today, we found out that we would have to wait another 2-3 weeks. No reason was given. We believe that you are deliberately holding on to our refund to earn interest and you know how old we are. We think that you are taking advantage of us and we consider that your lack of action amounts to elder abuse.

My wife and I are snowbirds in Florida for 4 months. Somehow we found that she was short on her Diabetes medication. Contacted TuGo and were connected with a Doctor, licenced in USA who prescribed enough medication until we arrived back in Canada and sent the prescription to CVS pharmacy near where we are located. Prescription recieved by pharmacy as promised and medication received. Very Much appreciated. Excellent Service all around

We bought TUGO trip cancellation insurance. NOT medical trip insurance. When we had to cancel our international trip recently due to an unexpected need for my husband to have heart surgery, I put in a claim. I truthfully reported that we were getting back the cost of our flights less $100 each for cancelling. So I was only claiming that $200 back, not even all the costs incurred with cancelling our wi-fi in Japan nor our other expenses incurred there which were not totally repaid. I told the TUGO agent we had a signed letter from the hospital surgeon verifying the need for this unexpected surgery.
Instead of saying, yes, we will send a cheque out to you for the $200, your TUGO agent wanted to send us a questionnaire requesting full medical history on my husband! It is no business of the insurance company! All we were told when sold the policy is that it covered unexpected cancellation of the trip. If we knew there would be intrusive private inquiries to why we were cancelling we wouldn't have wasted our money on this useless policy.
We as Canadians, did not purchase your medical coverage for this trip because it was charged in USD, and with $5000 USD deductible before paying out a dime, it was exorbitant. Your company is only in it for the profit. Obviously not to satisfy a claim or helping the traveller. We will not ever use you again, even though we bought TUGO for year long policy in 2023. We had no idea TUGO would look for reasons not to pay out, even only a mere $200.

The whole experiience was well handled from when my wife called tugo to the response from paramedics and my time in hospital. We were at the end of our coverage which was extended until we were able to get back into Canada