Even during the best trips, unforeseen events such as medical emergencies, trip cancellations and interruptions, lost baggage, and other unexpected mishaps can happen. That’s why many travellers opt for Emergency Medical Insurance and Non-Medical Travel Insurance to protect them from common claims and other unexpected events.
If you’re a TuGo customer and have to open a travel insurance claim, you can do so easily creating a myTuGo account and starting your claim online. If you need a reminder on how to file your claim, follow these simple steps! Some travellers aren’t sure about what happens after this step, so here are answers to some frequently asked questions about what happens after you’ve submitted a claim.
I’ve filed my claim — what’s next?
Once you’ve filed your claim and have submit related documents to Claims at TuGo, a dedicated Claims Examiner will collect and review your medical records and history, if applicable. They’ll coordinate with you and other providers involved, including international hospitals, doctors, other medical practitioners, provincial healthcare plans and other insurers.
Everything is handled in-house and never by third party claims administrators, so you can be confident that we’re handling your claim carefully. After a decision has been made on your claim, you’ll receive a letter detailing what your coverage did or didn’t cover.
How long do claims take to process?
Claims are handled on a case-by-case basis, depending on the nature of your claim and other factors involving third parties.
We’re committed to processing your claim as quickly as possible, but some cases might take a little longer than others to resolve. That’s because, as mentioned, we coordinate with a number of different providers, such as the medical providers where your emergency was dealt with and your family doctor back home.
Though some things might be out of your control, there are several ways to have a smoother travel insurance claims process.
Using myTuGo is the fastest and easiest way to submit claim forms and documents to Claims at TuGo. Try your best to complete all required forms, provide as much accurate information as possible, sign where indicated, and submit all itemized bills and itemized receipts. Sending documents by mail or email will cause additional delays to processing time.
Note: Using myTuGo is the fastest and easiest way to submit claim forms and documents to Claims at TuGo. Try your best to complete all required forms, provide as much accurate information as possible, sign where indicated, and submit all itemized bills and itemized receipts. Sending documents by mail or email will cause additional delays to processing time.
What if I receive a medical bill after already submitting my claim?
Sometimes, you might receive a medical bill from a provider after you’ve already sent us your claim forms and supporting documents. If that happens, feel free to upload the additional bill(s) to your myTuGo account as soon as you receive them.
Other times, the provider might have already received payment from Claims at TuGo, but their automated system might not have shown the full payment right away, resulting in an outstanding balance in error. If this happens, do not pay these bills and be sure to contact us — we’ll resolve the issue on your behalf.
What if my claim is denied?
While we do everything we can to pay out claims, all claims are reviewed based on the policy terms and there can be reasons are denied or partially covered. When you buy travel insurance, you have a responsibility as the policyholder to read and understand your policy in order to avoid any misconceptions about your coverage. If you don’t understand your coverage, be sure to contact your insurance broker or provider before you leave for your trip.
Have any questions about submitting travel insurance claims? Let us know below!
Safe travels,
Monique
Editor’s Note: This post was originally published in April 2020 and has been updated for freshness and/or accuracy.
