My Travel Insurance Beat A Hospital Mix-up

Our customer service and claims teams are constantly working with people who’ve been sick, injured, or hospitalized. One part of their jobs involves coordinating a web of services: procedures, surgery, hospital rooms, air evacuations, you name it. The other part, however, involves making sure that our customers and their families feel supported in every situation.

Travel Insurance Claims Examiner
Claims Examiner

I recently chatted with Laura Schurer, who had nothing but good things to say about the women who worked on her husband’s claim; our Case Manager, Mandy, and our Claims Examiner, Helen. Laura and Bob had been vacationing in La Quinta, California, when he started experiencing chest pains. Laura shares her story below:
When Bob recognized that his sudden onset of fatigue was not “normal”, we felt he should go to an urgent care centre.  We called TuGo before we left and they were very helpful and authorized our request.  The results of the EKG indicated that an immediate ambulance transfer to a hospital was required and, again, I called TuGo and they confirmed the transfer and requested that I keep them informed.  At this point, TuGo and their physician contacted the hospital directly for updates which allowed me to look after my husband. I began dealing with Mandy from TuGo and she was outstanding.  The hospital had confused our medical records with another Canadian patient and this created chaos.  Mandy was my rock – she clarified the misinformation from the hospital and kept me calm when incorrect release dates and a potential post-surgery medi-vac were requested by the hospital.
Emergency Room
Photo cred: Taber Andrew Bain

TuGo dealt with everything: emergency testing, an angiogram, and ultimately, open heart surgery and post-operative treatment. 
When we returned to Canada, the claims process was delayed due to the mix-up in the file with the other Canadian patient.  Again, we had outstanding service from Helen, a Senior Claims Examiner.  She coordinated with the hospital to rectify the misinformation and kept us informed, on a regular basis, of our claims status.  We really felt that she was doing everything in her power to ensure that TuGo received all the correct information so they could properly assess our claim.
Although the whole experience has been a shock, we are very grateful to all the staff we dealt with at TuGo for their support.  We felt that they were a tremendous help during a very difficult time and we appreciated their compassion and dedication.
We’re so pleased that Laura reached out  to share her story. Huge kudos go to Mandy and Helen, and the rest of the customer service and claims teams, for the helpfulness and empathy they put into each claim.
Safe travels,

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