Please review your declaration page to determine which coverages you chose when you purchased your policy. Details of each of your chosen coverages can be found in your policy wording which can be accessed at bcaa.com/wordings.

Once you have submitted a claim, you should hear from a Claims at TuGo representative within three business days. You may be required to provide more information before a claim decision can be reached.

The time it will take to process your claim depends on a few factors. For example, we might need follow up information from you or your medical provider(s). Most claims decisions are made within 30-days of receiving fully-completed claims forms. Claims at TuGo will work hard to resolve your claim as quickly as possible and keep you informed throughout the process.

You can check the status of your claim by calling Claims at TuGo. Please see “Making a Claim” above for contact information.

You do not need to get pre-approval from Claims at TuGo for most covered medical benefits. Some benefits, listed below, require pre-approval – please ensure to read your policy for details.

Medical Benefits that Require Pre-approval from Claims at TuGo:

Please read your policy wording for more details about these benefits:

8. Emergency Air Transportation
9. Airfare to Return Home for Treatment
10. Medical Attendant
12. Return of Excess Baggage
13. Return of Travelling Companion
14. Return of Children/Grandchildren
17. Family Transportation
20. Remote Evacuation
21. Return of Vehicle
23. Domestic Services in Canada
24. Medical Follow-Up in Canada

We encourage you to get in touch with Claims at TuGo before deciding on a medical provider. Experienced staff can help connect you with the appropriate care for your situation. However, we understand that emergencies can happen very quickly and that you may not always be able to contact Claims at TuGo before choosing a medical provider. You are always free to get care from any medical provider you like.

Claims at TuGo will pay your medical provider directly whenever possible, so you’re not out of pocket for your medical expenses.

To use the global toll-free service when you are travelling outside North America and Mexico, you must first dial the international access code from the list below to reach Canada, then enter our 11-digit toll-free number 800.212.12120. Please note that service is not available in all countries. If the country you are calling from is not in this list, please call us at 604.304.2727 directly and we’ll reimburse the call, or call us collect.

International Access Codes