Travel insurance

The added peace of mind that comes with travel insurance can come with added questions. So here are a few frequently asked questions to help make your holiday a little more carefree.

General questions


The right coverage for your trip depends on where you're travelling, how long you’ll be gone and, in some instances, your age and overall health. View all of our travel insurance options now. 

Can I extend my emergency medical coverage if I extend my trip? 

You may extend your coverage if you extend your trip, subject to certain conditions of your policy.

Does my travel insurance cover me if I participate in any sports during my trip? 

There are a number of sports that are not covered during your trip. For more details, be sure to read the Exclusions section of your policy document

Why should I buy trip cancellation and interruption insurance? 

The cost of a trip can be a significant financial investment. With trip cancellation and interruption insurance, you're protected when certain situations prevent you from travelling as planned. Examples include: 

  • You can't travel due to an illness, job loss or immediate family member's medical emergency 
  • You need to return home earlier than scheduled because of a family emergency or medical condition

Will my travel medical insurance cover Coronavirus (COVID-19)? 

Policyholders with a Deluxe Package or Classic Emergency Medical Plan who contract COVID-19 at their destination will not be eligible for emergency medical treatment if a Global Affairs Canada travel advisory related to COVID-19 is in place on their departure date, that advises against non-essential travel (Level 3) or all travel (Level 4) for their destination.   

If on the day of your departure, the travel advisory for your destination is at a Level 1 or Level 2, you will be covered if you contract COVID-19 while on trip and have associated medical expenses. 

See full message from our partner, Allianz Global Assistance above.

Allianz Global Assistance offers a variety of travel insurance solutions to Canadian residents. Your destination, health and the length of your trip may affect the specific coverage(s) available to you.

In addition to me, who else needs travel insurance? My partner? My spouse? My kids?  

Yes, it is recommended that all travellers purchase travel insurance coverage when leaving their province or territory of residence.  

Will my age affect my eligibility for travel insurance? 

Age can affect eligibility for certain medical coverages and plans, and Allianz Global Assistance offers non-medical options that have no age limits. If you are age 65 or older, you may need to answer a few questions about your health to make sure you have the most appropriate coverage. 

Contact Allianz Global Assistance at 1.833.358.0573 for a quote. Our representatives can help guide you to an appropriate plan and take you through a medical questionnaire.

Will a pre-existing medical condition affect my travel insurance coverage? 

Depending on your age, medical condition and, if applicable, your answers to our health questions, pre-existing medical conditions are covered if they are stable for a certain time period, as specified in your policy, before your policy's effective date. 

What do I need to know about completing the health questions for travel insurance coverage? 

You can complete a medical questionnaire online or over the phone with an Allianz Global Assistance representative at 1.833.358.0573. Your answers to the health questions (if applicable) will be used to help determine the benefits you are eligible to receive under your insurance policy. 

When answering the health questions: 

  • Plan for about 10 minutes to complete the medical questionnaire. 
  • You (the applicant) should complete the Medical Questionnaire. (If you have someone else complete the Medical Questionnaire on your behalf, it is still your responsibility to make sure the answers to the questions are correct.) 
  • Answer each question carefully and accurately. Review your answers to make sure they are correct. Incorrect answers may lead to your coverage being voided or your claim denied. 
  • Have your prescriptions or a description of your medications nearby for reference. 
  • If you are unsure about any questions regarding your medical condition or medications, please speak to your physician.

Do I need travel medical insurance when I travel within Canada? 

Yes, if you are travelling outside your home province or territory. Accidents can happen anywhere, and government health insurance plans have limits on reimbursement of emergency medical expenses incurred while you are in another province. For example, ambulance fees, emergency dental treatment and prescription drugs might not be covered by some government health insurance plans.

Will my government health plan cover me for travel in the United States? 

The Canadian government recommends every Canadian secure travel medical insurance before travelling abroad. 

Out-of-country health care, particularly in the US, can be costly, and your government health plan may cover only a very small portion of out-of-country emergency medical expenses. Be sure to read your insurance policy and learn about the coverages available to you. 

Government health insurance plans also don't provide coverage for situations such as lost, damaged or delayed baggage or trip cancellation and interruption. Travel insurance offered by Allianz Global Assistance can provide these coverages and more. 

Do I need travel medical insurance when travelling abroad? 

An accident, illness or medical emergency can happen anywhere, anytime.  

When an emergency upsets your plans, Allianz Global Assistance will be there to guide you with 24/7 emergency care and assistance from an experienced in-house medical team.  

Access to an extended worldwide network of trusted physicians and hospitals and Virtual Care will ensure you are referred to the most accessible and appropriate medical care based on your unique healthcare needs while you’re at destination. 

Allianz Global Assistance will also arrange direct payment for your treatment whenever possible, so you can avoid out-of-pocket expenses.

Learn about all travel insurance packages available through Allianz Global Assistance, or check out a few more frequently asked questions. 

How far in advance of my trip's departure date must I purchase travel insurance? 

You must purchase coverage before departing on your trip. You may benefit from purchasing coverage as soon as you make your initial trip deposit, especially if you are purchasing trip cancellation and interruption insurance—either as stand-alone coverage or as part of one of the packages offered by Allianz Global Assistance.  

The Trip Cancellation & Interruption Plan and Non-Medical Package require purchase within 5 days of booking your trip.

Will my travel insurance policy pay my emergency medical bills up-front? 

If you purchase travel insurance administered by Allianz Global Assistance, Allianz will arrange direct billing for your treatment whenever possible, so you can avoid out-of-pocket expenses.

Will travel insurance pay my expenses if I’m on a trip and I am called home for an emergency? 

If you purchase trip cancellation and interruption insurance, it will help pay for your expenses to return home in the event of a covered emergency. There are a number of circumstances that qualify as an emergency (for example, the death or serious illness of a family member).  

The cost of cancelling a trip prior to departure can be very expensive, as most trips are non-refundable, especially if you have to cancel just before leaving on your trip. Having to return early from a trip can also be very expensive. Either way, trip cancellation and interruption insurance are very important to protect your travel investment.

 

COVID-specific questions


Due to the ongoing COVID-19 pandemic, the Government of Canada may issue travel advisories to avoid non-essential travel (Level 3) or avoid all travel (Level 4) outside of Canada due to COVID-19. These advisories may be issued for all international travel, for specific destinations or for certain types of travel (i.e. cruises). Travel advisories impact travel insurance and are subject to change. They may be issued, lifted, and then reinstated depending on the status of COVID-19 infection rates in Canada and abroad. 

If you’re preparing to travel outside of Canada, plan ahead and remember to check the requirements of the country that you’re visiting. As with every trip, it is recommended you review and follow any travel advisories for your destination from the Government of Canada.

Trip Cancellation and Trip Interruption Benefits found in: Deluxe Package, Trip Cancellation & Interruption Plan, Non-Medical Package

If you test positive for COVID-19 prior to your departure and are unable to travel as a result, trip cancellation benefits will be available under these plans.

Other than this circumstance, these travel insurance plans do not provide coverage for trip cancellation or trip interruption claims related to an epidemic or pandemic. As a result, COVID-19 is not a covered reason for trip cancellation or trip interruption if the Government of Canada issues a travel advisory for your destination.

Emergency Health Benefits found in: Deluxe Package, Emergency Medical Package 

Policyholders with a Deluxe Package or Classic Emergency Medical Plan who contract COVID-19 at their destination will be eligible for emergency medical benefits.

These benefits are available as long as there is no Government of Canada travel advisory related to COVID-19 in place on their departure date, that advises against non-essential travel (Level 3) or all travel (Level 4) for their destination.

On October 21, 2021, the Canadian Government lifted the advisory against non-essential travel and as such, we will not be providing complimentary COVID-19 travel insurance beyond October 31, 2021. Travel beyond October 31, 2021 will not be covered by TuGo’s travel insurance. We apologize for any inconvenience this may cause.

Please contact your insurance provider should you need to purchase additional travel insurance or to confirm coverage you may already have through an existing plan.

The complimentary COVID-19 travel insurance coverage was introduced to our guests and specifically designed to cover COVID-19 medical and related expenses while the Government of Canada’s “avoid all non-essential travel” advisory (level 3) was in place.

Now that the travel advisory has been lifted, many travel insurance providers may once again include coverage for COVID-related illness under the standard medical coverage offered. We recommend contacting your travel insurance provider to determine what you are and aren’t covered for, under your current policy.

  • It’s specifically designed to offer coverage for COVID-19 while the Government of Canada’s “avoid all non-essential travel” advisory (level 3), which is still in place at time of publication.
  • However, if the Government of Canada changes to an “avoid all travel” advisory (level 4), your coverage may cover you for trip interruption. Certain exclusions, limitations and conditions may apply. Please review the Certificate of Insurance to learn more about what is/isn’t covered.
  • WestJet reserves the right to terminate this offer at anytime.
  • While we continue to closely monitor this evolving situation, travelling comes with risks to your personal health and safety; it’s up to you to give each one proper consideration before going through with your trip. Bookmark travel.gc.ca/travelling/advisories to stay informed.

No, this coverage is designed to cover you if you have tested positive and been diagnosed for COVID-19 while on your trip. It will not cover you if you have to self-isolate or quarantine upon arrival to destination, when you have not been diagnosed with COVID-19.

No, this plan is specifically designed to cover expenses related to COVID-19. Individual circumstances may vary. You may wish to contact a licensed insurer’s representative or a licensed insurance agent if you need advice about your insurance needs. To learn more about travel insurance, please talk to your insurance agent.

This COVID-19 coverage is specifically designed to cover COVID-19 medical and related expenses only. It does not replace your existing travel insurance. We recommend contacting your travel insurance provider to determine what you are and aren’t covered for, under your current policy.

This COVID-19 coverage is underwritten by Industrial Alliance Insurance and Financial Services Inc. and is administered by TuGo.

View/download the certificate of Insurance

Eligibility questions


Yes. While this coverage is automatically included when you’ve made your purchase on or after September 18, 2020, for travel between September 18, 2020 and October 31, 2021, you and all those travelling with you, need to meet the following requirements:

  • Canadian residents flying outside of Canada, who are covered by a valid provincial government health insurance plan; or
  • Visitors to Canada flying into Canada on WestJet (including codeshare flights booked and ticketed by WestJet, with an itinerary that includes at least one flight operated by WestJet (code 838)); and
  • Customers who purchase a WestJet flight (including codeshare flights booked and ticketed by WestJet, with an itinerary that includes at least one flight operated by WestJet (code 838)) or vacation package on or after September 18, 2020 for travel between and including September 18, 2020 and October 31, 2021; and
  • Customers who have not been diagnosed with COVID-19 in the 30 days before departure; and
  • Customers who have not shown symptoms of COVID-19 in the 14 days before departure.

This COVID-19 coverage is available for:

  • Canadians travelling to international destinations, including the U.S. or,
  • International visitors to Canada, flying in on WestJet, including the U.S.

  • No, since this coverage is only designed to cover emergency medical treatment and related expenses for COVID-19. It will not provide coverage for other medical emergencies.
  • Certain exclusions, limitations and conditions apply. Please review the certificate of Insurance to learn more about what is/isn’t covered.
  • If you require additional travel coverage, please contact WestJet.

No, TuGo Travel Insurance’s COVID-19 coverage is only available for WestJet flights and vacation packages purchased on or after September 18, 2020, for travel up to October 31, 2021.

This COVID-19 coverage is included with all trips purchased on or after September 18, 2020, regardless of payment method (WestJet Dollars, travel credits, etc.)

Coverage-specific questions


  • Emergency medical related expenses, as well as quarantine expenses, if you become sick with COVID-19, while on your trip – up to $200,000 CAD.
  • Medical expenses, such as medical treatment in hospital, when you have tested positive for COVID-19 during your trip.
  • Emergency transportation back to Canada or home country (including up to $5,000 CAD for repatriation in case of death).
  • Quarantine costs after a COVID-19 positive test up to $150 CAD/day (or up to $300 CAD/day per immediate family) for up to 14 days
  • Trip Interruption benefit of up to $500 CAD for a one-way economy flight and change fees to return home and additional meals and commercial accommodation expenses when the Canadian Government's travel advisory changes to a "Avoid all travel" (level 4) while at your destination.
  • Certain exclusions, limitations and conditions apply. Please review the Certificate of Insurance to learn more about what is/isn’t covered.

TuGo Travel Insurance’s COVID-19 coverage is valid for the length of your WestJet trip as indicated on your travel itinerary, to a maximum of 21 days.

Coverage will either start on:

  • The departure date as listed on the travel itinerary; or
  • The day of actual departure.
     

Coverage will end on the earliest of:

  • The return date to your home province or home country; or
  • The return date as shown on the travel itinerary; or
  • 7 days from and including the day you left on your trip if you purchased a one-way ticket; or,
  • The 21st day of your trip
  • At 11:59 PM on October 31, 2021.

You will only be covered for the first 21 days of your trip.

No. If you decide to extend your trip, you will not be covered under TuGo Travel Insurance’s COVID-19 coverage.

Trip interruption means a COVID-19 related event occurring on or after your departure date causing you to disrupt your trip as originally scheduled or interrupt your trip and return earlier or later than your return date. There is no coverage for Trip Cancellation. Covered Risk An official travel advisory issued after your departure by the Canadian Government stating to "avoid all travel" for COVID-19 to any of your travel destinations (including any stopovers, layovers or any other destinations you are transiting through), when you are staying in that country, region or city. Benefit: up to a maximum combined amount of $500 CAD for:

  • one-way economy airfare via the most cost-effective route to return to your departure point; or 
  • the changes fees; and  
  • additional and unexpected commercial accommodation and meal expenses

Contact and claim questions


Please contact TuGo’s Customer Service at 1-844-896-8846 or info@tugo.com.

If you’re experiencing COVID-19 symptoms and become sick, please contact TuGo at 1-844- 896-8846 or call us collect at 1-604-276-9900. When you call in, please provide your certificate of Insurance reference number, along with your booking reference number or itinerary number.

Original itemized bills and receipts are required to submit to Claims at TuGo. To learn how to make a claim, visit tugo.com/en/claims/how-to-make-claim.

Did you find what you were looking for?
Glad we can help!