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Tugo Travel Insurance

TUGO: Travel Insurance FAQ For COVID-19 (Coronavirus)

At HMS Insurance we offer a number of different travel insurance options, which include coverages for emergency medical services, trip cancellation/interruption, baggage coverage, and more. One of our insurance partners Tugo has posted a frequently asked questions page directly relating to questions surrounding COVID-19 (Coronavirus), and its impact on their travel insurance product. Please note that this is specific to Tugo insurance products, and other travel insurance policies could differ.


Am I covered if I travel to destinations that don’t currently have a travel advisory in place?

Emergency Medical Insurance

Yes, Emergency Medical Insurance is still available to you, as long as the destination you’re visiting doesn’t have an “avoid non-essential” or “avoid all” travel advisory in place before you leave.

That said, if you’re aware of a new travel advisory before departure (for instance, in countries like USA or Japan) and you decide not to travel, you can apply for a refund provided the refund request is prior to the effective date of the policy.

If you have a layover in a country like China where there is an “avoid non-essential” or “avoid all” travel advisory, Emergency Medical coverage won’t be provided if your sickness or injury is directly or indirectly related to the coronavirus.

Trip Cancellation & Trip Interruption Insurance

As of March 4, 2020, COVID-19 was considered a known circumstance for travel; which means it’s no longer considered sudden and unexpected. If you bought Trip Cancellation & Trip Interruption Insurance before March 4, 2020, coverage would still apply, as per the policy’s terms and conditions at the time of purchase.

Contact your travel operator before cancelling your travel plans, as some may allow you to cancel your trip with a refund or offer alternate dates without change fees.

What if I have a medical condition and my doctor advises against travel due to COVID-19, no matter what the destination — am I still covered if I go anyway?

Coverage wouldn’t be provided to you if you travel against your doctor’s advice.

As of March 9, 2020, Public Health Agency of Canada (PHAC) is advising Canadians to avoid all cruise travel due to COVID-19. Am I still covered if I proceed with my cruise?

Emergency Medical Insurance

If you are taking a cruise as of March 9, 2020, and there is an avoid “all” or “non-essential” travel advisory in place before you leave, Emergency Medical coverage will not be provided if your sickness or injury is directly or indirectly related to the coronavirus.

Trip Cancellation & Trip Interruption

For those cancelling their cruise, any cruise payment installments paid before March 9, 2020, may be reimbursed, but not those made after March 9. If cancelling your trip, we strongly recommend that you do not make any further deposit payments, as they won’t be reimbursed following March 9.

A travel advisory is a covered risk for Trip Cancellation &Trip Interruption polices, and if the policy was purchased before March 4, 2020, you can submit a claim. That said, the travel advisory must still be in effect on your scheduled departure date. For instance, if your cruise is leaving May 1, 2020, and there is an avoid all or non-essential travel advisory in place at that time, you may be covered if you decide to cancel your trip.

What if a cruise ship is quarantined and you can’t return home on your expected return date?

Emergency Medical coverage may be provided under the Automatic Extension to Coverage Benefit, as this would be considered a delay of a common carrier beyond your control. If you require coverage beyond the number of days under this benefit, an extension may be purchased to supplement your coverage, subject to health and claim status.

I understand that my Trip Cancellation & Trip Interruption policy won’t cover my claim. Can I get a refund on my premium of my policy?

Refunds may be available. Contact Customer Service at 1-855-929-8846 or info@tugo.com.


Why should I buy travel insurance?

Whether you’re adventuring abroad or taking a trip to a neighbouring province, travel insurance protects you and your loved ones. Be confident you’re covered when dealing with a medical emergency, travel delay or theft.

If I get sick or injured while travelling, will provincial government healthcare pay for my medical expenses?

Provincial healthcare provides limited coverage for medical treatment and hospital costs outside of Canada. Some provincial healthcare plans don’t cover expenses like ambulance services, emergency dental treatment and prescription drugs.

Why do I need additional travel insurance if I already have credit card coverage?

Some credit cards provide basic travel insurance. However, this coverage is often limited.

Credit card coverage may apply for a limited time period, or be available only up to a certain age. It’s often only applicable if the trip is paid for with your credit card.

When should I buy travel insurance?

To make sure you’re protected, buy insurance before leaving. Your plan should cover your entire trip, including the day you leave and the day you return.

Can I still buy travel insurance if I’m over 60 and have a few medical conditions?

Yes, TuGo Travel Insurance covers all ages, but some exclusions might apply depending on your health status. You’ll need to review the policy wording of the insurance you’re interested in buying, talk to your local insurance broker, for more details.


Where else can I buy travel insurance?

You can buy travel insurance through your local insurance broker or by contacting TuGo’s Customer Service at 1-855-929-8846.

Does TuGo offer family coverage?

Yes, we do. Family plans are available with certain insurance plans and are an economical choice when travelling with family.

What happens if I need to extend my policy because I’m staying away longer?

We can help you do that. All you have to do is give our Customer Service team a call at 1-855-929-8846 and we’ll get you sorted.

What is the maximum number of days I can buy travel insurance for?

This depends on your home province and age. Just give TuGo’s Customer Service a call at 1-855-929-8846.

What’s a ‘deductible’?

While some definitions may differ between plans, and may not apply to all types of plans, we define deductible as “the portion of eligible expenses you must pay from your own pocket when an eligible claim occurs. For all medical insurance plans (except our Visitors to Canada plan), the deductible applies to the expenses remaining after payment by your provincial or territorial government healthcare plan.”

Are sports-related injuries covered?

Yes, TuGo automatically covers sports and activities under the Emergency Medical or Visitor to Canada Emergency Medical plan unless they’re listed under our Optional Sports Coverages or as exclusions. Optional Coverages are available for Contact Sports, Adventure Sports and Extreme Sports.

For a complete list of sports and exclusions, you’ll need to review the policy wording of the insurance you’re considering.

My contact or trip details have changed, or the information in my policy declaration is wrong. Do I have to notify anyone?

Yes, please! If any information has changed, it could impact your coverage. Please call us at 1-855-929-8846 and we’ll update your details!

Can I cancel a policy?

You can cancel most policies before or on the effective date, but may not after. To cancel a policy, please call us at 1-855-929-8846 for more information.

If you have any other questions relating to your Tugo travel insurance policy, or you have questions regarding a policy not with Tugo, please contact your HMS broker.