Frequently Asked Questions

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General Inquiries

Do I need travel medical insurance if I travel out of my home province to other provinces in Canada?


Yes, your Government Health Insurance Plan (GHIP) does not cover all of your medical emergency expenses, such as ground and air ambulance.




If I forget to buy travel insurance before I travel, may I buy it while I am travelling?


Yes, you may purchase coverage but there is a 48-hour waiting period before coverage goes into effect.




Will my policy cover me?


If I have too many alcoholic drinks and fall resulting in a medical emergency such as a broken bone or bleeding requiring stitches, will my policy cover me?
No, there is no coverage if you are sick or injured due to alcohol abuse or intoxication or the misuse of prescription drugs, over the counter medication or other intoxicants, either before or during your trip.
If I hang glide and/or parasail and get injured, will my policy cover me?
To be covered for high-risk sports and activities, you have to add extra coverage to your policy. The cost depends on the type of sport or high-risk activity. There are three options available depending on what you plan to do. They are listed under the product coverage on this website or you may contact the Travel Insurance Office Inc. for the details. If I get lost while skiing/snow boarding and need help being removed from the hill, will my policy cover me?
Yes, you will be covered up to $6,000 for non-medical remote evacuation. If I am on a cruise or in a remote area and have a medical emergency that requires that I be air lifted out of the area for medical treatment, will my policy cover me?
Yes, you would be covered for a medical remote evacuation. If I purchase a single-trip policy, worldwide excluding United States, and need to transfer through the USA to get to my destination, will my policy remain in effect?
Yes, your policy includes up to 5 days of transit coverage in the United States. I am a visitor to Canada. Is there a waiting period before I can be covered?
No, there is no waiting period if you purchase coverage before arriving in Canada. If you purchase coverage after arriving in Canada, there is a 48-hour waiting period. I am a visitor to Canada and plan to travel in Canada but would like to spend some time in the United States. Will my policy cover me if I have a medical emergency while in the United States?
Yes, you will be covered as long as over half of the days of coverage you purchase are spent in Canada. The maximum number of days you may be out of Canada is limited to 30 days. For example, if you purchase a 15-day policy, you must spend a minimum of 8 days in Canada and the other 7 days may be spent out of Canada.




Changing travel dates, cancelling, or extending my policy


If I have to change my travel dates, what should I do?
Contact Travel Insurance Office Inc. by e-mail or phone prior to the effective date indicated on your Confirmation of Coverage to let us know your new travel dates.
If I have to cancel my policy because I cancelled my trip, what should I do?
If you want to cancel your policy for any reason, e-mail or phone Travel Insurance Office Inc. to arrange your refund. You will receive a full refund if your policy is cancelled before the effective date. How do I extend my policy?
Call Travel Insurance Office Inc. (TIO) at 1-800-550-1295. You may extend your policy as long as it is still in force and you have not had a claim. If I want to extend my policy but had a claim, may I extend?
Call the phone number on your emergency wallet card and they will advise you if they could approve the extension.




Can I get a refund for days I don’t use, for example, if I come home early?


Yes, provided you have not incurred a claim or have a claim pending. All refund requests must be made in writing and postmarked within 30 days of the date you no longer require coverage. We require proof of the date you returned to your home province.




What do I do if I need to replace my emergency wallet card?


Call or e-mail Travel Insurance Office Inc. and we will send replacement cards to you by email.




Are these considered treatment?


Is taking a pill for a condition considered "treatment"? Yes, taking a prescribed medication for a medical condition is considered "treatment" for that condition. I have been prescribed a puffer to be used on an "as needed basis." Is this considered treatment for a condition? Yes. Any medication, including a puffer, which has been prescribed by a physician, even if you only use it occasionally, or you never use it, must be counted as a treatment for the condition for which it was prescribed. I have been prescribed a medication that I never use (such as a puffer for asthma or allergies or nitroglycerine for angina). Is this medication considered treatment? Yes, it is. Regardless of the fact that you may never use this medication, it has been prescribed to you because you were found to have the medical condition for which it is used to treat. Even if you never use it, you must count it as treatment for the condition for which it was prescribed. I do not have high blood pressure because of the pill I take. Do I have to consider this as "treatment" when answering your medical questions? Yes. You are taking that pill to keep your blood pressure at an acceptable level. You are being "treated" for high blood pressure. Do I have to count Aspirin as a medication? No. Do not count Aspirin or Entrophen as treatment.




If I purchase the wrong plan, will my claim be covered?


If you have a claim and the underwriters determine that you purchased the wrong plan, your claim will be denied and your premium will be refunded. It is very important to make sure you answer all the medical questions correctly. If you are unsure of anything regarding your medical history you must check with your physician.




COVID-19 Coverage


Do your products include coverage for COVID-19? Yes. All four of our products include coverage for COVID-19.


COVID-19 Coverage Details per Product:

Travellers Choice
Includes coverage for COVID-19 medical emergencies even while a travel advisory is in effect
See product details

Travel Insurance Made Easy (T.I.M.E)
Includes coverage for COVID-19 if you have been vaccinated
See product details
TuGo Includes coverage for COVID-19 if you have been vaccinated See product details Blue Cross
Includes coverage for COVID-19 medical emergencies even while a travel advisory is in effect
See product details

Should you have any other questions please call 1-800-550-1295 or Contact Us





 

Travellers Choice Medical Insurance

What does cancellation and interruption insurance cover?


This insurance reimburses non-refundable travel costs if the travel plans are cancelled prior to departure, or if they are disrupted after the trip has begun.




How much does cancellation and interruption insurance cover?


Maximum coverage is up to the sum insured for trip cancellation or up to $25,000 (CAD) for trip interruption.




What is the Pre-Existing condition stability period?


60 days stability is required prior to the date the trip is booked or the insurance is purchased. The stability applies to the insured, the travelling companion, their family members, business partner, key employer/employee, host at destination.




Is baggage insurance included?


Baggage insurance is not included with the trip cancellation/trip interruption insurance but it is included when purchasing the Non-medical package ($500 baggage insurance coverage). Baggage insurance is available to purchase as an add-on to one of the available products. It cannot be purchased on its own. (Maximum sum insured is up to $1,500 per person Maximum sum insured is up to $3,000 per family)




Who Can Purchase?


The Insured must be a permanent resident of Canada or a visitor to Canada, purchasing Trip Cancellation/Trip Interruption after arrival in Canada, for travel anywhere in the world provided the travel originates in Canada.




Do you offer any other products?


Travel Insurance Office Inc. offers many products. Please contact us at 1-800-550-1295 and we can help you determine which plan best suites your needs. You can also view more details for each product via their designated "Product Details" pages.





 

Travel Insurance Made Easy (T.I.M.E)

Coverage


Do I need coverage while travelling in Canada?

There are some medical costs incurred in other provinces that are not covered by your Government Health Insurance Plan. These include land and air ambulance, prescriptions, crutches and other appliances, home care and long-term care and others. It is always best to confirm with your provincial government health insurance plan what is and is not covered while you are out-of-province or out-of-country.

Will my children be covered on my policy?

Travel Insurance Made Easy offers a family plan for persons 54 or under that will cover your dependent children. Dependent children are age 20 or less, or age 25 and less if they are students or any age if mentally or physically handicapped. Please call for details. Use the family plan rate found in the brochure.

Does the multi-trip plan provide coverage for travel within Canada?

If your Policy Receipt indicates you have a multi-trip plan , you will have an unlimited number of days of coverage for medical emergencies occurring outside of your home province or territory while traveling within Canada. The coverage pays for eligible expenses that are not covered by your Government Health Insurance Plan (GHIP) while out of your province (within Canada).

Is there a deductible?

There is a standard $250 CAD deductible. You may choose a $0 deductible for an extra 15% or you may reduce your premium by selecting a higher deductible. You will be responsible for paying your deductible amount as the first part of any claim. The insurance company will pay all eligible expenses that exceed the deductible you select.

Is the deductible by claim or by trip?

The deductible is per person, per claim.

What is the name of the insurance company?

TuGo is the third party administrator for the insurance. Claims at TuGo is the claims and assistance provider and performs all assistance services and administers claims on our behalf under this policy. The underwriter is Industrial Alliance Insurance and Financial Services Inc.

I would like to speak to someone at the insurance company. Who do I call?

The 24-hour assistance and claims administrator is Claims at TuGo. You may contact them at 1-800-663-0399.

If you have a question concerning the product, we can provide you with all the information you need. Just give us a call. If you have a question regarding a claim, simply call the number provided for claims on your wallet card or policy and they will assist you.

Do you protect "Limited Lifetime Maximum" retirement coverage?

Yes. The first $250,000 of any Limited Lifetime Maximum retirement plan is protected. You may want to select a higher deductible to reduce your premium. If you have a claim, you can pay the deductible out of your "limited lifetime maximum" retirement fund.

Is the coverage $5 million CAD per person or per policy?

The coverage is $5 million CAD per person per trip.

Is $5 million coverage in Canadian dollars enough?

Yes. There have been claims that have exceeded $1 million CAD, so it is essential to have coverage that will cover any incidental claims over $1 million CAD. Why take the chance of not having enough coverage?

If I need an extension, can I just call you?

Extensions will only be permitted if you have not had a claim nor have a claim pending. For an extension please email us at time@travelinsuranceoffice.com or call us at 1-800-550-1295, during business hours (Monday-Friday, 9:00AM - 5:00PM ET).

Do you have automatic extension of coverage if my plane is delayed or my car breaks down or I cannot return to Canada because of bad weather?

Your coverage will automatically be extended for up to 72 hours if your planned return to Canada is delayed due to the delay of the common carrier in which you are travelling. This does not include rented, leased or privately owned vehicles. If the common carrier is delayed for reasons beyond your control, coverage will be extended for up to 72 hours beyond your Termination Date. You must contact the assistance company to advise of the delay.

What happens if I am hospitalized on the day my insurance expires?

Your coverage will remain in force for as long as you are hospitalized. Up to a 120 hour extension of coverage will commence automatically upon your release from the hospital to allow sufficient time for you to return to your province or territory of residence.

I have pre-existing medical conditions. Are they covered if I have a medical emergency while travelling?

Pre-existing medical conditions will be covered providing you meet the stability period stipulated by the plan for which you are eligible. Some general exclusions do apply. Consult our Policy for a complete list of exclusions. Please see our Forms & Downloads page to view our Policy.

Do you sell trip cancellation and lost baggage insurance?

Yes. We have TuGo Travel Insurance which offers comprehensive travel insurance for this purpose. Please call for details.




Purchasing Coverage


I am leaving shortly. How quickly can I get coverage and be on my way?

You can purchase online and within minutes you will receive your confirmation of coverage and policy and be on your way. Alternatively, you can call the office during business hours and purchase over the phone. You must be able to receive confirmation of coverage and policy by email prior to your departure.

Can I apply for coverage over the phone or on your web site?

Yes, you may purchase coverage online at www.travelinsuranceoffice.com or by calling us toll free at 1-800-550-1295.

How can I pay for my insurance?

If you are mailing in your application, we prefer payment by cheque, although you may use Visa or MasterCard. If you are faxing in your application or emailing a scanned copy of your application, please include payment by Visa or MasterCard.

Can I buy coverage if I am already out-of-country?

Yes, you can apply online or we can fax or email you an application that must be completed and faxed or emailed back to us with credit card payment. A 48-hour waiting period will apply.

What is the maximum number of days I can be away?

You may purchase 212 days (182 days for Prince Edward Island, Quebec and Nunavut), including top-ups and extensions.

I am going away for the weekend. Can I buy 3 days coverage?

There is a minimum of $20.00 per Applicant.

Can I top-up another insurance plan I have with your insurance?

Yes, provided the other insurance provider allows you to top-up its coverage. Simply find the premium in the rate tables for the number of days coverage you need.




Multi-trip Annual Plans


I take many trips during the year. Do you offer a multi-trip annual plan?

Yes, there is an optional 10-day or 30-day multi-trip. Multi-trip plans cover the first 10 or 30 days out of Canada and provide unlimited coverage within Canada outside of your province or territory of residence for all trips taken after your first trip within a 12-month period.

If I purchase a multi-trip plan do I have to let you know each time I am going to travel?

No, it is not necessary for you to contact us each time you travel. However, in the event of a claim, you are responsible to provide proof of the departure date from your province or territory of residence.

Does the multi-trip plan provide coverage for travel within Canada?

If your Policy Receipt indicates you have a multi-trip plan, you will have an unlimited number of days of coverage for medical emergencies occurring outside of your home province or territory while travelling within Canada. The coverage pays for eligible expenses that are not covered by your Government Health Insurance Plan (GHIP).

I turn 90 years of age while covered by my multi-trip plan. Am I covered for the entire 12 months?

No, your policy will terminate on your 90th birthday.

How can I pay for my insurance?

TIME offers payment convenience. When you apply, you only have to pay $50 per person. The balance is due 2 weeks prior to your planned departure date. If you are mailing in your application, we prefer payment by cheque, although you may use Visa or MasterCard. If you are faxing in your application or emailing a scanned copy of your application, please include payment by Visa or MasterCard.




After You Purchase Coverage


When you receive my application, what happens next?

On the same day your application is received, it will be processed and your Policy Receipt and your policy will be mailed to your Canadian address. We were the FIRST BROKER IN CANADA to guarantee same-day service.

What is a Policy Receipt?

A Policy Receipt confirms the coverage you have purchased and indicates the plan purchased, any applicable deductibles, the period of coverage, the premium paid and includes your income tax receipt and wallet cards.

Do you have any service or administration charges?

No. We were the FIRST BROKER IN CANADA to eliminate all service and administrative charges. This means you can cancel your coverage, change your travel dates as often as you want, shorten your coverage, extend your coverage and we will process the change for free. This applies if you make multiple changes to your coverage.

If you need to replace your wallet cards, policy or tax receipt, just call and we will gladly mail you a replacement at no charge.

I have to cancel my policy because I am not going to travel. What do I do?

We offer a "no questions asked" refund policy. If you want to cancel your policy for any reason, send us a letter by mail, fax or email. You will receive a full refund. There are no service or administrative charges and no doctor's letter required.

I have to change my travel dates. What do I do?

Contact us prior to the departure date indicated on your Policy Receipt to let us know your new travel dates. We will request that you send a letter by mail, fax or email for our records. There is no service or administrative charge.

Can I put my policy on HOLD until I confirm my travel dates?

Yes. Call us prior to the departure date on your Policy Receipt and let us know you are not leaving on that date. We will place your policy on HOLD.

  • Once you have finalized your dates of travel, send us a letter by mail, fax or email and we will send out a revised Policy Receipt.
  • If you have shortened your trip, we will also send you a refund for the overpayment. There is no service or administrative charge.

Can I get a refund for days I don't use, for example, if I come home early?

Yes, provided you have not incurred a claim or have a claim pending. All refund requests must be made in writing and postmarked within 30 days of the date you no longer require coverage. We require proof of the date you returned to Canada. There is no service or administrative charge.

How can I prove when I returned to Canada?

Send us your request for a refund in writing and include some kind of receipt or ticket stub showing your arrival in Canada.

What do I do if I lose or need a replacement of my wallet cards?

Your Policy Receipt shows the period of coverage, the premium paid, and includes a tax receipt and two wallet cards. If you lose your wallet cards, or would like additional wallet cards, call us and we will be happy to send them to you. There is no service or administrative charge.

I need a tax receipt, how can I get one?

Your Policy Receipt shows the period of coverage, the premium paid, and includes a tax receipt and two wallet cards. If you lose the tax receipt, give us a call and we will be happy to send you another one. There is no service or administrative charge.




Medical Emergencies and Claims


If I have a medical emergency, whom do I call?

You must call Claims at TuGo the 24-hour assistance provider immediately:

  • From the USA & Canada: 1-800-663-0399
  • From Mexico: 001-800-514-9976 or 800-681-8070
  • Worldwide Collect: +1-604-278-4108

What happens if I don't call you prior to going to a hospital or a clinic?

Failure to notify and obtain prior approval will limit benefits:

If the medical assistance centre is not contacted within 24 hours, of you being hospitalized, the Insurer will limit benefits under this policy to 50% of eligible expenses. This penalty is also waived if you or someone on your behalf is unconscious or physically unable to contact the medical assistance centre.

If I do not feel well, should I call the emergency number?

If you are not feeling well and do not know whether or not to seek medical attention, you should call the emergency number and ask for advice.

Can you send me a claim form?

Call 1-800-663-0399 to ask for a claim form to be mailed to you.

What if I have to go to a hospital or a clinic on the weekend, can I reach you?

This assistance and claims service is open 24 hours per day, 7 days a week. You must call the emergency phone number provided on your wallet card and policy. Do not call the telephone number you used to purchase your insurance because this is the insurance broker's number and not the emergency assistance and claims number.

Can I choose the hospital or clinic I go to or do you tell me where I have to go?

You may go to any physician office, walk-in medical clinic or hospital. You may not go to specialized clinics without advance approval.




Refunds


If you need to cancel your policy before it becomes effective, all we require is a letter, email or fax to request the refund. There are no cancellation charges and a "no questions asked policy". There is no doctor's letter required.

If you return to Canada earlier than planned, provided you have not incurred a claim or have a claim pending, you can get a refund for any unused days on your policy. All refund requests must be made in writing and postmarked within 30 days of the date you return to Canada. Also, we require proof of the date you returned to Canada, such as a ticket stub, or receipt. There are no service or administrative charges as well as no minimum number of days for a partial refund request.

Comparing Refund Policies

You can avoid unnecessary costs and aggravation by asking these 3 important questions:

  1. What are the administration fees and service charges for the plan?
  2. If I find a better deal, may I cancel and get a full refund with "no questions asked"?
  3. Do I require 'proof of non-travel' or a doctor's letter if I want to cancel?

Many plans try to entice snowbirds with "early bird" offers requiring you to commit to your travel dates long before you travel. Applications may be submitted as early as July for travel that may not end until next April. Then, if your travel dates change, some plans impose a fee to make the change. Our plans allow unlimited changes because we recognize that your itinerary may change.

Some plans impose a $50 per person fee if you want to cancel your policy prior to travel. Other plans request "proof of non-travel" such as a doctor's letter that is inconvenient and will cost you money. These fees and rules discourage you or prevent you from getting a refund if you find a better deal. Our plans give full refunds for any reason and do not require a doctor's letter.




COVID-19 Coverage


There is no coverage for COVID-19 when there is a travel advisory in effect unless you purchase additional coverage. Please contact us for a quote.





 

Trip Cancellation, Trip Interruption & Baggage Insurance

What does cancellation and interruption insurance cover?


This insurance reimburses non-refundable travel costs if the travel plans are cancelled prior to departure, or if they are disrupted after the trip has begun.




How much does cancellation and interruption insurance cover?


Maximum coverage is up to the sum insured for trip cancellation or up to $25,000 (CAD) for trip interruption.




What is the Pre-Existing condition stability period?


60 days stability is required prior to the date the trip is booked or the insurance is purchased. The stability applies to the insured, the travelling companion, their family members, business partner, key employer/employee, host at destination.




Is baggage insurance included?


Baggage insurance is not included with the trip cancellation/trip interruption insurance but it is included when purchasing the Non-medical package ($500 baggage insurance coverage). Baggage insurance is available to purchase as an add-on to one of the available products. It cannot be purchased on its own. (Maximum sum insured is up to $1,500 per person Maximum sum insured is up to $3,000 per family)




Who Can Purchase?


The Insured must be a permanent resident of Canada or a visitor to Canada, purchasing Trip Cancellation/Trip Interruption after arrival in Canada, for travel anywhere in the world provided the travel originates in Canada.




Do you offer any other products?


Travel Insurance Office Inc. offers many products. Please contact us at 1-800-550-1295 and we can help you determine which plan best suites your needs. You can also view more details for each product via their designated "Product Details" pages.