From relaxing on a sunny beach, to golfing, to climbing mountains, seniors are exploring the world, and having amazing travel adventures every day. Travel insurance for seniors ensures that you can explore knowing you’re protected.

But sometimes making a claim can seem more overwhelming than being sick or injured while abroad. I’ve worked in the claims department of TuGo for more than three years, and I know how daunting all the paperwork can feel, especially if you have a large claim, or multiple illnesses. But, with a little help, you’ll find that the process is easier than you think. Here are some of our top tips for making the claim process as smooth and swift as possible.

Opening a Claim

If you were sick or injured while on vacation, and received bills from your medical providers, the first step is to contact Claims at TuGo. We’ll open a claim for you, and make sure you get the proper forms to fill out. There are several different ways to do this, so feel free to pick the method that works best for you:

1. Come and visit us!

If you’re in the neighbourhood of our Richmond BC office, you can drop by anytime between 9 AM and 5 PM, Monday to Friday. We have a team of dedicated claims examiners who will walk you through the claim process step-by-step, and answer any questions you might have. We’ve met a lot of wonderful travellers this way, so if you want to stop by, here’s our address:

Claims at TuGo
10th Floor
6081 No.3 Road
Richmond, BC V6Y 2B2

2. Give us a call, or send us a fax

If you don’t live in the Lower Mainland, no problem! Our friendly representatives are just a phone call away. We can help you fill out the claim forms, answer questions, and make sure you’re sending all the right documents. You can reach us toll-free at 1-800-663-0399. If you’d prefer to fax us, our fax number is 604-276-4593.

3. Open your claim online with myTuGo

If you’re a digital native and would prefer to open a claim online, we have an option for that too. Simply visit myTuGo to get started. If you’ve already signed up, you can log right in and open a claim. If not, it takes just a few minutes to sign up, and then you’ll be able to open and track your claim from anywhere in the world, using your computer or smartphone.

If you need to open a claim and English isn’t your first language, don’t worry. We can help you in 29 languages!

seniors sorting through bills for a travel insurance claim
Making a claim doesn’t have to be stressful!

What do I Need to Send?

Although our world is rapidly becoming digital, we must have the original, physical travel insurance claim forms and bills when you make a claim. This is so that we can coordinate with your provincial health care plan, which requires original documents.

Don’t forget to make copies of everything for yourself, since the originals won’t be returned. If you’re dropping off your claim documents in person, we can make a copy for you. Here’s what you need to send in:

  • Your original, fully completed and signed claim forms.
  • All of the original bills and receipts. If you were prescribed medication, make sure to send the pharmacy-issued receipt that includes:
    • name and dosage of the medication,
    • cost
    • date
    • prescribing doctor’s name
  • Proof of your travel dates. This could be airline tickets, boarding passes, a credit card statement, or gas, grocery and restaurant receipts.
  • A written statement that explains how your sickness or injury happened.

What Not to Send

In general, the more information you send with a claim, the better. It can help us process your claim quicker if we know exactly what happened. While with travel insurance more is a good thing, a few strange things have made their way into our files over the years. Here are some things that might not be a good idea to send when filing a claim:

  • Gigantic x-rays. Although these films are pretty cool to look at, they’re very difficult to fit in your file. Plus, most of us here aren’t qualified to read them properly. In most cases, the medical records that we get from the hospital are sufficient.
  • Empty pill boxes and bottles. If you’ve already sent us the prescription receipt, that’s perfect! It has all the information we need.
  • Biological samples. Although it’s extremely rare for patients to have biological samples returned to them, it has happened. Unfortunately, we don’t have an in-house laboratory, so it’s probably a better idea to dispose of any biological samples in a safe manner.

Send in Your Claim Forms as Soon as Possible

Once you’ve received your claim forms and have completed them, it’s always a good idea to send us your forms and any paperwork you’ve received as soon as possible, even if you don’t have all the bills yet. Sending in the claim forms quickly allows us to start our groundwork and coordinate with your provincial health care plan to make sure you get the best coverage possible.

There are some hard deadlines for sending in your claim forms, so make sure you don’t miss them, to receive your maximum coverage.

What Will I Receive?

If you’ve opened your claim by phone, we’ll send you the claim forms by mail, along with a list of the information we need. If we need more information from you after you’ve sent in the claim forms, we’ll send you a letter or email requesting that specific information, or we’ll give you a quick call.

Once we’ve received all of the necessary information, we’ll review your claim. If your claim is fully paid, great! You’ll receive a cheque in the mail for any expenses you’ve paid yourself, and an Explanation of Benefits (EOB) showing the payments we’ve made to your medical providers.

explanation of benefits with stethoscope on top
EOBs show you all the payments made on your claim

But sometimes, certain expenses aren’t covered by your policy, even though the cause of your claim is covered. This is called a partial denial, and if this happens, you’ll receive a letter with your EOB explaining why the expenses aren’t covered.

There are situations in which a claim is fully denied. This happens when the cause of your claim is not covered, or falls under one of the policy exclusions. If it happens, you’ll receive a detailed letter explaining why the claim was denied. Find out more about the most common reasons claims are denied.

Another bill arrived! What do I do?

This is one of the most common questions we get from seniors, after sending in the claim forms. It can be worrying to get another bill when you thought your claim was finished, but don’t worry — it’s actually quite common. All you have to do is send us the original bill and we’ll add it to your claim.

If you’ve received another bill from your medical providers, read on to find out why it happens, and where to send it.

Quick Tips for a Speedy Resolution

Of course, everyone wants the claim process to be completed as quick as possible. Here are a few more quick tips to speed up your claim:

  • Draft a short timeline of events and expenses. Giving us context will help us better understand what happened, so we don’t have to ask for more information later.
  • Keep all of your receipts. Receipts are essential in helping us determine if we need to reimburse you or your medical provider, and can also be used as proof of your travel dates.
  • Complete all the sections of your claim forms, and make sure to sign where it’s required.

You can also learn even more ways to speed up the claim process.

Making a claim doesn’t have to be stressful or overwhelming. We’re here to help, and to make the process easy for you. If you have any questions, feel free to contact us or leave a comment below. We’d love to hear from you!

Happy claiming!

Nikki