Travel insurance is an indispensable tool for travellers—it’s meant to protect people against medical costs from unexpected emergencies, and as passengers, against expenses related to the cancellation, interruption or delay of travel arrangements. As proud members of the Travel Health Insurance Association of Canada (THiA), TuGo’s shared aim is to make sure that submitted travel insurance claims have a fair opportunity to be paid. Apart from offering peace of mind to Canadian travellers, we want to instill confidence in buying travel insurance products by ensuring consumers we support their rights.

Travel Insurance Bill of Rights and Responsibilities

THiA has put together the Travel Insurance Bill of Rights and Responsibilities, with the 4 golden rules of travel insurance at its foundation: know your health, know your trip, know your policy and know your rights.

Let’s go over a few of your Rights and Responsibilities as a traveller, below. To read the full list, download the PDF here.

You have the right to:

Be informed

You will receive your policy documentation and confirmation of coverage outlining the policy terms and conditions whether purchased in person, over the phone or online.

Receive worldwide assistance & toll-free support

You have 24/7 access to the help you need when you need it from your travel insurance provider.

Fair & prompt claims handling

You will have a timely and transparent communication process.

Escalate & appeal

You may challenge decisions and request additional reviews with new information.


Your personal information will be protected in all dealings with your travel insurance provider.

You have the responsibility to:

Provide accurate information

The travel insurance application needs to be completed accurately. This includes informing the provider about any pre-existing medical conditions you might have.

Understand your policy

Take the time to read and understand your policy. We know it’s a lot to read, but it can mean the difference between getting a claim approved or denied!

Notify your travel insurance provider

Provide prompt and timely communication when a claim situation arises and provide all requested documentation related to your claim including all relevant receipts.

air passenger by the window
Travel insurance is one way to protect yourself as a traveller, but it’s also good to know how you’re protected in other ways by governing bodies.

Air Passenger Protection Regulations

Another way travellers—specifically air passengers in this case—will be protected is through the Air Passenger Protection Regulations, drafted and currently being amended by the Canadian Transportation Agency (CTA). The CTA is the Government of Canada’s independent tribunal that oversees the country’s transportation system.

These regulations, some of which are highlighted below, will be imposed on airlines to protect passengers of flights to, from, and within Canada. Although they have not been finalized at the time of writing this, they are scheduled to come into effect in the summer of 2019.

  • A requirement that airlines communicate in a simple, clear way with passengers regarding their rights and recourses, and provide the reasons for flight delays and cancellations;
  • The obligation for airlines to provide passengers with food, drink, and accommodation when their flights are delayed;
  • Compensation of up to $1,000 for flight delays and cancellations within an airline’s control that are not safety-related;
  • Compensation of up to $2,400 if a passenger is denied boarding because an airline has over-booked the flight or because of other actions within an airline’s control;
  • Re-booking and refund entitlements when flights are delayed, including, in some cases, the obligation for an airline to use a competing airline to get passengers to their destination;
  • A requirement that passengers be allowed to leave the airplane, when it’s safe to do so, if a tarmac delay lasts for over three hours and there’s no prospect of an imminent take-off;
  • A requirement that airlines facilitate the seating of children under 14 years in close proximity to an accompanying adult, at no extra charge;
  • Compensation for lost or damaged baggage, including a refund of any baggage fees;
  • Clarity on the policies that airlines must establish regarding the transportation of musical instruments; and
  • Administrative monetary penalties of up to $25,000 for airlines’ non-compliance with their obligations under these regulations.
You can read about the full highlights in more detail here, on the CTA’s website, or look out for our blog post in the coming months for more information about Air Passenger Protection in Canada.

Safe travels,


Last updated Dec 2019

Canadian Travellers: Do You Know Your Rights?

May 7 2019