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The information provided below applies to policy numbers starting with TMI or TSI. If your policy number starts with TIA or TIS, please click here.

Making a claim

There are a number of options for making claim through BCAA’s travel insurance provider TuGo:

  • Make a claim online
  • Or make a claim over the phone:
    • For Canada & US: 1.877.293.BCAA (2222)
    • For Mexico: 800.062.7930 or 800.681.8070
    • For outside North America & Mexico (Global toll-free number*): 800.212.12120
    • Worldwide (collect**): 604.304.2727
    • * To use the Global toll-free service when you are travelling outside North America and Mexico, you must first dial the international access code to reach Canada, then enter our 11-digit toll-free number. Service not available in all countries.
      ** Contact the operator of the country you're in and ask to make a collect call. If you still can't reach us, call us at 1.604.304.2727 and we'll reimburse the call.

Review your coverage

Details of your BCAA Travel Insurance policy can be found in your policy wording at


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

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

Argentina 00 Japan 010
Luxembourg 00
00 Macau 00
Belarus 810 Malaysia  00 
Belgium  00 Netherlands 00
00 New Zealand 00
Norway 00
005 or 00 Philippines 00
Costa Rica
Poland 00
Portugal 00
Czech Republic
Singapore 001
Slovenia 00
South Africa 09 or00
00 or 990
South Korea 001 or 002 or 008
Spain 00
Germany 00 Sweden 00
Hong Kong
002 or 00 or 005 or 006 or 007 or 009
United Kingdom
00 or 014 Uruguay
Italy 00

Insurance is sold through B.C.A.A. Holdings Ltd. dba BCAA Insurance Agency. Insurance is administered by North American Air Travel Insurance Agents Ltd. d.b.a. TuGo, a licensed insurance broker in British Columbia. The issuer of the contract is Industrial Alliance Insurance and Financial Services Inc., Industrial Alliance Pacific General Insurance Corporation and certain Lloyd’s Underwriters, severally and not jointly.