TuGo Review

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.

As a longtime TuGo customer and now an employee, I have to say that I love this company! Years ago, when I was in a surfing accident in Hawaii which resulted in a hospital visit and stitches, TuGo handled everything from my initial claims call to paying out hospital bills. I am very grateful I chose TuGo travel insurance when I went on that trip. Now that I work for the company, I can say that they are an awesome company to work for! 5 stars all around.

TUGO has been one of our two Annual Emergency Medical Insurance Carriers for the last 7 years. When Covid19 struck this year and many of our friends got letters from their insurance companies giving them 10 days to return to Canada(no matter when they bought their insurance), we got an email from TUGO advising that if you purchased your plan and departed before the March 13th date that Canada declared travel advisories that you would be fully covered for Covid ailments and that if we needed a further extension just to call them. That is exactly what you pay an insurance company for, to accept risk. You don't pay them to tell you to come home when unforeseen risk appears. Those companies are criminals. TUGO today refunded us the unused portion of an insurance extension that we had purchased in late Dec when our plan was to stay in Arizona until mid April. We returned to Canada early due to Travel Quarantion/Medical Appointment conflicts that arose at the end of March. We would recommend TUGO to everyone.

Very slow to respond with claim issues but did pay in full.

I posted about this before but the reply I received from Tugo only addressed the collection agencies behavior not their own behavior. I fully agree the collection agency was doing its job and my problem doesn t lay with them. Tugu replied to my post stating that collection agencies start to send letters after one week but Tugu doesn t say why the letters kept coming for a whole year. My concern was how tugo dealt with my situation. I have had to make medical claims in the past and have never had this much of a problem before. I don t like to say bad things but I ve had enough, I would not recommend this service to anyone. At first My claim was fully accepted and everything seemed to be going fine. Tugo
told me everything was dealt with and I would receive confirmation, that never came. A few months later I started receiving collections letters from a private collections company stating my claim was never taken care off. I called Tugo again and they said they were still negotiating with the hospital. I asked for something saying it was all accepted and they told me they would not provide me anything in writing but were going to settle now. I kept receiving collection letters for 6 months, half a dozen! After Each time, I would call and explain it was my credit on the line and they would just say the same thing. I decided to call BCAA, where I purchased the insurance. Shortly after that the claim was closed. I had to suffer for quite a while after a pleasant holiday in January. Next time I won t risk that headache. Take care.

One of the best insurance companies in Canada. Please get the right insurance from them and you won t have any problem.

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.

WHAT THEY DON'T TELL YOU WHEN YOU BUY. Purchase in Canada with Canadian dollars but your deductible will be in US$. Some 30% difference. 14 days after hospital discharge no further coverage! In Mexico emergency treatment at a clinic with 1 bed required twice a day return for treatment for 3 weeks before stitches were installed. Treatment 7 days later to have them removed was disallowed since it was beyond 14 days. Read the fine print or find a more straight forward company for insurance.

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.

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.

Our flight to Canada from Japan through Seoul, Korea was delayed by air traffic control issues. Subsequently, we missed our connecting flight back to Canada.
We called TuGo s emergency hotline and were promptly given clear instruction on getting a hardcopy, signed letter from the airline detailing why our flight was delayed.
The TuGo agent then advised us to save and submit all delay related receipts including overnight accommodation and one-way economy fare tickets home on the airline of our choice.
First class service from TuGo.

Due to the covid we had to cancel our trip in May. We had taken out cancellation insurance with TuGo
In our calls we have always been
answered by knowledgeable and friendly representatives. My claim was accepted and refunded within a reasonable time. I recommend TuGo insurance for their customer service and their respect for the policy, unlike the insurance on my visa card which my request was refused after finding a thousand and one reasons. Thanks TuGo I will use your services again and recommend you.

Its A SCAM.
Went to emergency after 48 hrs of getting insurance from Tugo and Tugo refused to cover and lie that symptoms arised within 48 hrs of purchasing insurance so will not cover. I am dam sure symptoms arised after 48 hrs. Going to sue the company.
Also they will not cover followup visits if it will be after 14 days..And in Canada if you want to go for a specialist followup then wait time is in months...

I obtained a travel policy for my daughter while she was in Europe. She had a small medical claim of around $100.00. In July her policy expired and I called TUGO to extend. I did not know how long she would be travelling but took out another three months on the understanding, I could either extend, or cancel if she came back early. She did come home two months early and I just called to cancel the policy. I was told that I could not get a refund because we had made a claim . The refund to which I am entitled was more that the claim amount paid. Further, I asked why I was not given a new policy when the old one expired and when I mentioned I was unsure of the return date, why this clause was not pointed out, in which case I would have extended one month at a time. I was told I should have read the small print on page four. The policy wa 63 pages of small print. Who reads that??? I am extremely unhappy with TUGO and extremely unhappy with my credit union, Coast Capital for referring them to me.

TERRIBLE!!!Not just the pricing higher than competitors, customer service is unbelievable . My trip cancelled due to coivd and initially they said it s covered and now they are asking for proof of trip cancellation. I ve not hear back from them for 3 months.

My husband and I purchased extra days on our Travel Insurance just prior to the pandemic. Before we even got to use any of the extra insurance we purchased, the Canadian government ordered Canadians to get home to Canada. We went home weeks early. My agent contacted TuGo to request a refund for the extra unused days insurance due to the unexpected pandemic and the eminent cancellation of flights home. TuGo responded that they had just too many requests to go through them all, therefore; they were sticking to the policy for all requests. So, they do not have to pay employees to go over the requests, nobody is travelling, nobody needs travel medical and TuGo has no time for their customers.
I think it is time to look for a more caring insurance company. For a huge company the "grab the dollars" mentality at this disasterous time for many people, I find the extent of their greed to be less than honorable. The only reason we gave them a 1 star is that there is no zero.

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.

Very difficult to file claim. I am not sure if other people had the same issue.

I am so disappointed with this company and their level of service. They are unorganised and they made so many mistakes. I had my Sun Life insurance broker ask them for some clarification on a policy and they sent me a threatening letter from their legal council. Shame on you TuGo!

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.

They simply screw things up over time when filing the claim. DO NOT RECOMMEND. STAY AWAY

Insured my mom who travelled from India. I was told that her coverage includes visiting clinic but they refuse to pay on that when I file the claim

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!!

I will never go back there. I was there few weeks ago and the lady working today was absolutely rude and angry towards me.

Do not recomend to anyone! Filed a claim, fast forward 2 years, still hasnt been resolved! Kelly if you are reading this, either check your voicemail or delete it. Same with your email. Or maybe you get trained well to ignore customers..

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 .

The absolute WORST to deal with. Even before the pandemic hit, it took many calls back and forth to even purchase travel insurance. After having to cancel my trip, it has been over a month of back and forth with Tugo to receive a refund on just my insurance (since we didn t end up going on the trip). I m talking 15+ points of contact with them, many mixed messages, and still no refund. They demand proof of trip cancellation beyond what the airline provides... not sure how one can even get that?

They may offer competitive prices on their packages but trust me, it is not even worth your time to deal with Tugo. Pay the extra elsewhere for better customer service!

What a scam. Missed a flight because I was in the ER due to extreme chest pain just hours before departure. This scumpany tried everything in the book to deny paying out a few hundred for the ticket which was all I needed. Most worthless trip cancellation/interruption coverage ever. Never again NoGo insurance.

WOULD GIVE 0 STARS IF I COULD ABSOLUTELY HORRIBLE SERVICE AND DID NOT GIVE ME A REFUND FOR THE REMINDER OF MY TIME WHEN I TRIED TO CUT MY POLICY WITH THEM. THEY ARE A SCAM.

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

My husband fell very ill with cellulitis on our way home from wintering in Texas. He had to be hospitalized in Las Vegas for 6 days. I was worried sick, first for him and then worrying over how our medical claim would be handled. After hearing so many horror stories about medical claims being dishonoured, it was a real concern. TuGo came through with flying colours! They were there for us right from the get go - from counselling us and making sure we were satisfied with Ken's care. By the time we got home to B.C., the claim forms were in our mailbox. Again TuGo was such a big help. They went over the documents with me and made sure I hadn't missed anything and advised what they needed for back up. TuGo kept us informed from confirming receipt of the documents and letting us know that all was in order. I was promptly reimbursed for our out of pocket costs and the full claim was settled in less than a month.
They sent us a reconciliation of the claim to let us know all was well. I am so impressed with the professionalism of TuGo, I'm telling all my travelling friends to give TuGo a try. Thank you so much TuGo for making such a stressful event almost painless.

On the afternoon of February 8th this year we were playing in the surf at Mazunte in Oaxaca when my partner Joanne was thrown into the sand by a powerful wave and came up with an obviously broken arm. The nearest hospital was in Pochutla, where X-rays showed that she had broken her left humerus in two places, with significant deformity. This small community hospital was not equipped to handle such an injury, and as time wore on through the wee hours of the night, we were becoming increasingly concerned.

It was a huge relief to talk with Rose, the Tugo claims officer in Richmond, at about 3 or 4 AM on the 9th, and learn that she had already been working to get us out of Pochutla. We were flown by air ambulance to an excellent private hospital in Mexico City, where an orthopedic surgeon recommended surgery. It was our wish to return to Vancouver for treatment, however, and Rose leapt into action once again, arranging for our transfer by air ambulance from Mexico City to the Vancouver General Hospital. All of the arrangements worked seamlessly and the medical staff, ambulance crew and flight crew were all very competent, caring and professional. Joanne is under the care of a local orthopedic surgeon who has advised non-operative treatment, and we are happy that she is progressing. The evacuation was at no cost to us, and our medical expenses were fully reimbursed.

It was so comforting to know that Rose had an immediate grasp of our situation and was working on our behalf behind the scenes. At every stage in the process she was readily available on the telephone, and was ahead of the game in terms of facilitating our transport back to Vancouver in the best way possible. The response from Tugo was thoroughly professional and nothing short of outstanding, and we cannot recommend them highly enough.

I have had two instances of Claims with TUGO. On both occasions dealing with them was professional. It can take a bit of time to resolve issues but that is what I would expect from a reputable company. They will dot the I and cross the T. I did make one mistake in dealing with the hospital the first time. I ended up having to pay out of pocket to be discharged and it was for a large sum. Make sure you contact TUGO going in although in my case it was not possible thus the mixup. But they came through in the end. I am preparing to renew my coverage for another year and the only complaint I have now at 67 is the rates sure go up for us old goats.

Great Customer service and very good price. Travel insurance with out medical .

Our daughter got sick on the plan from Rome to Toronto. Had to stay over night in emergency section of the hospital near airport in Toronto. Submitted all the original documents.Our claim for the expenses were denied. One would think it is a straight forward case, but it was denied. Please read the fine prints carefully.
If you can please choose a different insurance company. This company use to be called World-class Insurance , they got so many bad reviews then changed their name to TuGo, but it seems they still practice the same business, if you can call it business.

This outfit dose not cover usa travels, i had to cover a 50k dlr bill that they refuse to pay after reviewing it for 2 years. So do not wast your money its a scam

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!!

Sent claim in on 15th of April and today is the 7th of July and I am still chasing the reimbursement cheque of 175$. I attached a note on the claim with all the correct details and telephone number but when I called today to follow up yet again, they admitted the note was in their possession but this was ignored and it was finally sent somewhere else. They might be cheap and fairly easy to sign up with online but dealing with claims several times over several months isn't worth the hassle. Glad I switched over to Allianz Global. Won't be using TuGo again.

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!

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.

WORST!! Worst company I have ever dealt with. Do not use.

By far the worst insurance company I've ever seen in my life.

We had an incident happen in August 2017, throughout the process, with every email communication, replies were extremely slow. We requested for some documents from them nothing was provided, screening our emails. It's been a complete Ghost Town experience with this company.

My family members are still going through a rough process (Confidential Details).

We just wanted to share our thoughts and to be heard. FYI this is the first review that I've ever written and the first one is for Tugo.