Student

TuGo Travel Insurance

®

i
s
About us
North American Air Travel Insurance Agents Ltd. doing business as TuGo® is a licensed
insurance agency in all Canadian provinces and territories.
TuGo is a third-party administrator of travel insurance products and services. We develop
and administer a variety of travel insurance plans for Canadian business and leisure
travellers, visitors to Canada and international students.
OneWorld Assist Inc. doing business as Claims at TuGo® is our claims and assistance
provider and performs all assistance services and administers claims on our behalf under
this policy. Claims at TuGo provides ISO 9001:2015 certified service.
At TuGo, our mission is to help travellers have better experiences. TuGo specializes
in products and services that enhance and enable travel. Founded in 1964, TuGo
understands its customers’ needs and is driven to provide top-rated service how, when
and where its customers want it.
Our address is 1200-6081 No.3 Road, Richmond, BC V6Y 2B2 Canada.

TuGo is a proud member of The Travel Health Insurance

Association (THIA). Travel insurance is designed to give all
travellers the ability to protect themselves against unexpected
medical costs and other expenses associated with the
cancellation, interruption or delay of travel arrangements.
The Travel Health Insurance Association (THIA) has developed a
Travel Insurance Bill of Rights and Responsibilities to ensure
travellers know what to expect from their travel insurance policies
along with responsibilities they have when purchasing travel
insurance. The Travel Insurance Bill of Rights and Responsibilities
builds upon the following golden rules of travel insurance:
• Know your health • Know your policy
• Know your trip • Know your rights

For more information, visit thiaonline.com/Travel_Insurance_

Bill_of_Rights_and_Responsibilities.html
IMPORTANT NOTICE – READ CAREFULLY
BEFORE YOU TRAVEL
You have purchased a travel insurance policy – what’s next? We want you to
understand (and it is in your best interests to know) what your policy includes, what
it excludes, and what is limited (payable but with limits). Please take time to read
through your policy before you travel. Italicized terms are defined in your policy.
• Travel insurance covers claims arising from sudden and unexpected situations
(i.e. accidents and emergencies and typically not follow-up or recurrent care).
• To qualify for this insurance, you must meet all of the eligibility requirements.
• This insurance contains limitations and/or exclusions (i.e. pre-existing
medical conditions that are not stable, pregnancy, excessive use of alcohol,
high risk activities).
• This insurance may not cover claims related to pre-existing medical conditions,
whether disclosed or not at time of policy purchase. It is your responsibility to
review the pre-existing medical condition exclusions and stability requirements,
understand how they apply to you and how they relate to your departure date,
date of purchase and/or effective date.
• In the event of a claim, your prior medical history may be reviewed.
IT IS YOUR RESPONSIBILITY TO UNDERSTAND YOUR COVERAGE. IF YOU HAVE
QUESTIONS, CONTACT US OR VISIT tugo.com.
PLEASE READ YOUR POLICY CAREFULLY BEFORE YOU TRAVEL.
This policy contains a provision removing or restricting the right of the insured to
designate persons to whom or for whose benefit insurance money is to be payable.
All words in italics have a specific meaning with a corresponding definition.
Refer to the Definitions section on page 22 for details.
Introduction
Thank you for choosing TuGo. Be sure to review your policy wording and your
Policy declaration before you travel. These documents also have important contact
information if you need emergency assistance or want to extend your coverage
while you’re away. In case you don’t have access to the internet while travelling, we
recommend that you save or download a copy of this policy wording before leaving
on your trip. Or alternatively, you can print the Contact Us section of this policy
wording. For printing instructions, see below.
Before you go, take note of these exclusive services:

TuGo Telemedicine powered by Maple

Online doctor visits anytime, anywhere in Canada! From your smartphone, tablet,
or computer, connect directly with a Canadian-licensed doctor who can diagnose
and treat common medical issues. Then, if applicable, pick up your prescription at
a local pharmacy or get it delivered at no additional cost. Visit getmaple.ca/tugo
and enter your TuGo policy details to create your account.
Note: You’ll need to pay for prescriptions upfront, but will be reimbursed by Claims
at TuGo. If you have a deductible on your policy, it won’t apply to the online visit or
to the resulting prescription expenses.
* TuGo Telemedicine powered by Maple is only available with Student Insurance –
For International Students. Subject to policy terms and conditions.

myTuGo
Login to mytugo.com to modify or extend your Policy. You can also find
assistance using our Clinic Finder, open a claim online or manage an existing one,
download forms, as well as check your claim’s status.

TuGo® Wallet app

For quick access to our emergency medical assistance phone numbers while
travelling, download the “TuGo Wallet” app to your phone or tablet. More details at
https://www.tugo.com/en/tugo-wallet/.

Printing instructions:
To reduce the number of pages, configure your print setup to landscape orientation and select 2-sided printing
with 2 pages per sheet or “booklet printing”. If you only need to print certain pages, you can choose to just
print the current page in view, or a range of pages (i.e. 1-4, 1-10, etc.).

Safe Travels!
Table of Contents
Contact Information 1
10-day Full Refund Provision 3
Insuring Agreement 3
Eligibility 3
Period of Coverage 4

Plans
Emergency Medical Insurance 6

Optional Coverage
Accidental Death and Dismemberment Insurance 14

General Exclusions Applicable to All Coverages 15

General Conditions Applicable to All Coverages 19
Authorized Extensions 21
Definitions 22
Statutory Conditions 27
Privacy 29
How to Claim 30
International Assistance Services 31
 1

Contact Information
Contact us anytime by phone or online at https://www.tugo.com/en/company/contact-us/.
Dialing instructions vary by country. We recommend that you save or download the policy
wording or print a copy of this page and the international access codes on page 2 before you
leave on your trip.
Our global toll-free service from outside North America and Mexico listed below may not be
accessible from all countries. We also accept collect calls, but many countries have discontinued
this service.
Alternatively, you can call us direct at +1-604-278-4108 and we’ll reimburse the charges incurred
for making this call.

Claims/Hospitalization
In the event of hospitalization, call us immediately:

From Canada & USA Outside N. America &

1-800-663-0399 Mexico (global toll-free)*
800-663-00399
From Mexico
001-800-514-9976 or Worldwide (collect)**
800-681-8070 604-278-4108

Notice to Insured, Physicians & Hospitals

In the event of a medical emergency due to a medical condition which may require or
result in hospitalization, contact us as soon as possible.

Customer Service and Policy Extensions

During Business Hours
To extend your period of coverage while travelling or to speak with Customer Service,
simply call us:

From Canada & USA Outside N. America &

1-855-929-8846 Mexico (global toll-free)*
800-663-00399
From Mexico
001-800-514-9976 or Worldwide (collect)**
800-681-8070 604-276-9900

*To use the global toll-free service from outside North America and Mexico, dial the
international access code shown on page 2 for the country you’re in, then enter our
11-digit toll-free number (for example, if you are in Australia, dial 0011 + 800-663-00399).
**To call us collect, contact the local operator, and let them know you’d like to make a
collect call to Canada and provide our number:
• For policy extensions and customer service, call 604-276-9900
• For claims and hospitalizations, call 604-278-4108
 2

International Access Codes

This list of access codes is not comprehensive. Codes may not be available from certain
phone providers and are subject to change. For the most up-to-date list of access codes,
please use the TuGo® Wallet app or visit tugo.com/claims.

Argentina 00 Latvia 00
Australia 0011 Luxembourg 00
Austria 00 Macau 00
Belarus 810 Malaysia 00
Belgium 00 Netherlands 00
Brazil 0021 New Zealand 00
Bulgaria 00 (Aotearoa)

China 00 Philippines 00

Colombia 005 Poland 00

Costa Rica 00 Portugal 00

Cyprus 00 Russia 810

Czech Republic 00 Singapore 001

Denmark 00 Slovenia 00

Estonia 00 South Africa 00

Finland 990 South Korea 001 or 002 or 008

France 00 Spain 00

Germany 00 Sweden 00

Hong Kong 001 or 006 Switzerland 00

Hungary 00 Taiwan 00

Iceland 00 Thailand 001

Ireland 00 United Kingdom 00

Israel 00 or 014 Uruguay 00

Italy 00
Japan 010 or 0061+010 or
001+010 or 0033+010
 3

10-day Full Refund Provision

You have 10 days starting from the application date of the Policy to review this Policy to
ensure it meets your insurance needs. A full refund is available provided no travel has
taken place and the Policy has not expired.
If the Policy is purchased after arrival in Canada, this provision does not apply.
To cancel your Policy, you must contact your agent or us during business hours.
The request must be received no later than 10 days starting from the application
date of the Policy.
Other refunds may be available, please refer to the Refunds section of the plan you
have purchased.

Insuring Agreement
You will become insured once you have:
a Completed the online application, provided by us or your agent; and,
b Paid the premium in full for the selected coverages; and,
c Received a policy number and Policy declaration.
This policy wording along with your Policy declaration become your insurance contract.
We will provide Insurance for the coverages you have selected and paid for according to
the terms and conditions as detailed in this policy wording. Refer to each applicable plan
or optional coverage for details on the coverages you have purchased insurance for.
Unless otherwise stated, all the limits of Insurance under each benefit are aggregate limits
per insured, per Policy, to a maximum of 365 days (including extensions).

Eligibility
Applicable to International Students
At the time of application, you are eligible for coverage if:
1 You are 69 years and under; and,
2 You are a full-time or part-time student enrolled in a school in Canada; and,
3 You are not travelling against a physician or other registered medical practitioner’s
advice; and,
4 You have not been diagnosed with a terminal condition; and,
5 You are not receiving palliative care or palliative care has not been recommended.  
Applicable to Family Members of Students
At the time of application, you are eligible for coverage if:
1 You are at least 15 days old; and,
2 You are 59 years and under; and
3 You are a family member of a student who is either insured under a TuGo Student
Insurance Policy for International students or meets the eligibility requirements for a
TuGo Student Insurance Policy; and,
4 You are not travelling against a physician or other registered medical practitioner’s
advice; and,
5 You have not been diagnosed with a terminal condition; and,
6 You are not receiving palliative care or palliative care has not been recommended.  
 4

Applicable to Students and Family Members

You can purchase a TuGo Student Insurance Policy even if you are already covered by a
government health care plan or any other insurance plan. If you are covered by another
plan at the time of a claim, this Insurance will be excess to any other plan.

Period of Coverage
Coverage begins on the effective date of the Policy as indicated on your Policy
declaration, which must be on or after the application date of the Policy. The effective
date can be either:
1 The date you leave your country of permanent residence for direct travel to Canada
(direct travel includes stopovers and layovers while in transit), provided the travel does
not exceed 48 hours; or,
2 The date you arrive in Canada; or,
3 Any date after you arrive in Canada.
Coverage ends on the earliest of:
1 11:59 PM on the expiry date of the Policy; or,
2 On the date and time you permanently return to your country of permanent
residence; or,
3 60 days after the date and time you are no longer enrolled in a school within Canada.
If you are a family member of a student, coverage ends 60 days after the date and time
the student is no longer enrolled in the school.

Conditions
1 Travel worldwide during the period of coverage is valid, provided your intention is
to spend at least 51% of your time in Canada. Visits to your country of permanent
residence are permitted; your Policy will not end, however expenses will not be covered
while in your country of permanent residence.
2 Coverage is available for school breaks as long as the student is enrolled as a full-time
or part-time student in a school.
 5

Top-up
If you are covered by another insurance provider for the first part of your trip, you can
purchase this Insurance as a top-up Policy to cover the remaining duration of your trip.
However, you should verify with that provider that they allow their coverage to be topped-up
by another insurance provider as they may void or restrict coverage if you don’t extend or
top-up with them.
1 When this Policy is purchased to top-up another plan, coverage begins on the day
following the expiry date of the insurance plan being topped-up.
2 When symptoms or treatment by a physician or other registered medical practitioner
for an emergency medical condition begin before the effective date of this top-up
Policy and while you are covered by the insurance plan being topped-up, we will pay
eligible expenses incurred on or after the date this top-up Policy takes effect as if the
emergency medical condition began under this top-up Policy.
Coverage for emergency medical conditions which began before the effective date of
this top-up Policy is only provided if there is no lapse between the insurance plan being
topped-up and this top-up Policy.
We will not pay for expenses incurred if other insurance policies, plans or contracts,
including but not limited to any private or provincial automobile insurance, cover the
loss. Coverage is also subject to all other policy terms and conditions.
3 Expenses incurred before this top-up Policy takes effect are not covered.
4 Coverage for Accidental Death and Dismemberment is only available if the accident
occurs while the Policy is in effect.
 6

Plans
Emergency Medical Insurance
Benefits
Maximum limit — $2,000,000
We will pay reasonable and customary charges for medical and related expenses up to
the coverage limits for an acute, sudden and unexpected emergency medical condition.
The charges must result from an emergency that first occurs after coverage commences
and while you are travelling outside your country of permanent residence.

Eligible medical and related expenses are described below.

Emergency Medical Treatment

• Hospital Services
− Hospitalization services (limited to a semi-private room). Any coverage related to
hospitalization terminates upon release from the hospital other than what is specified
under the Follow-up Visits Benefit.
− Out-patient treatment provided by a hospital.
• Physician
The services of a physician.
For out-patient care by a psychiatrist, coverage is only provided under the Other
Professional Services benefit. Refer to that benefit for details.
• Ambulance Services
The services of a licensed ground, air or sea ambulance and paramedics to the nearest
hospital. Fire rescue expenses are also covered if a fire rescue team is dispatched in
response to your medical emergency. If an ambulance is medically required but is
unavailable, we will reimburse you for taxi expenses, but the taxi receipt is required.
• X-ray Examinations
X-ray examinations and diagnostic laboratory procedures when performed at the time
of the initial emergency.
• Prescription Drugs
− Up to a maximum supply of 30 days for prescription drugs. All prescriptions must
be issued by a physician and purchased in the 30 days from the initial date of the
emergency visit or the follow-up visits. While you are hospitalized, we will pay the
total cost of all prescription drugs, in addition to a 30-day maximum supply of related
prescription drugs purchased in the 30 days from the release from hospital.
− The cost for one ‘morning-after pill’ once during a 12 consecutive month period,
provided you have purchased a 365-day policy.
Over the counter medicine (other than the ‘morning-after pill’ as described above),
vitamins, minerals, dietary supplements and contraceptives are not covered. Official
pharmacy prescription receipts indicating the medication name, quantity, dosage,
prescribing physician and cost are required.
 7

• Essential Medical Appliances

The cost to rent or purchase essential medical appliances, including but not
limited to, wheelchairs, crutches and canes. When appliances are purchased, the
reimbursement will not exceed the total cost that would have been incurred if the
appliance had been rented.
• Private Duty Nursing
Up to a maximum of $20,000 for private duty nursing services, performed by a
registered nurse (R.N.) other than a family member, when ordered in writing by the
attending physician.
Follow-up Visits
Up to 5 follow-up visits within the 14 days after the initial emergency treatment, provided
the follow-up visits are required as a direct result of the initial emergency.

Fracture Treatment
Following the initial emergency treatment and any covered follow-up visits, we will pay up
to a maximum of $1,000 for the following treatments related to fractures:
• X-ray examinations; and,
• Re-examination physician visits; and,
• Casting and re-casting, if medically necessary; and,
• Cast removal
This benefit is only available in lieu of the Airfare to Return Home for Treatment Benefit.

Maternity
Up to a maximum of $25,000 per pregnancy for:
a Routine pre-natal care; and,
b Complications related to pregnancy that arise within the 9 weeks before and after
the expected date of delivery, and,
c Involuntary termination of pregnancy.
This benefit does not provide coverage for:
a Delivery/childbirth or complications thereof; or,
b Medical expenses incurred by the newborn child.
The pregnancy must have started while covered by a TuGo Student Policy. If you
extend this Policy or purchase a new TuGo Student Policy to take effect immediately
after coverage under this Policy has ended, and there was no lapse in coverage, we will
continue to cover you for the same pregnancy under this benefit until you have reached
the maximum limit of $25,000 under all policies combined, and the Pre-existing Medical
Condition Stability Exclusion will not apply to pregnancy-related complications. If a new
pregnancy begins during the extension or during the new policy period, then coverage
would be available up to another $25,000 for the new pregnancy.
A separate Insurance Policy can be purchased for newborns once they are 15 days old.
 8

Other Professional Services

a Up to a maximum of $1,000 per incident, per practitioner for the services of the following
registered practitioners as a result of an emergency:
• Physiotherapist • Podiatrist
• Chiropractor • Acupuncturist
• Chiropodist • Naturopath
• Osteopath • Speech therapist

b Up to a maximum of $2,000 combined for all practitioners per incident for out-patient
services of the following registered practitioners as a result of an emergency:
• Psychiatrist • Psychotherapist
• Psychologist • Nurse psychotherapist
• Clinical counsellor • Social worker

Rehabilitation Treatment
This benefit is payable only when pre-approved by us
Up to $250 per day to a maximum of 7 days for emergency treatment in a rehabilitation
facility when it is medically necessary after hospitalization.

Dental Services
The services of a dentist or dental surgeon for emergency dental treatment, including the
cost of prescription drugs and x-rays, as follows:
a Up to a maximum of $6,000 for dental expenses for an accidental blow to the face
requiring the repair or replacement of sound natural teeth or permanently attached
artificial teeth, including crowns, bridges and dental implants. Treatment must be
completed within the 90 days after the treatment began and within the period
of coverage.
This benefit does not cover dental treatment for veneers or dentures.
b Up to a maximum limit of $600 for dental expenses for any dental emergencies other
than pain caused by an accidental blow to the face. Treatment must be completed within
the 90 days after the treatment began and within the period of coverage.
Impacted Wisdom Teeth
Up to a maximum of $150 per tooth for the extraction of impacted wisdom teeth when
medically necessary and performed in a dental or oral surgeon’s office.

Annual Physician Visit

Up to a maximum of $150 for:
a One visit to a physician for a general check-up (or one immigration medical examination
in lieu); and,
b Any preventative screening tests intended to detect medical conditions before
symptoms are noticed, that are ordered by the physician during the general check-up or
immigration medical examination.
This benefit is available once during a 12 consecutive month period, provided the
minimum term of Insurance purchased is 180 days.
 9

Vaccination & Tuberculosis Testing

Up to a maximum of $150 for:
a Vaccinations of any kind; and,
b Tuberculosis testing.
Coverage for tuberculosis testing is not payable if the testing is mandated by the school
board or school as a requirement for program enrolment.
This benefit is available once during a 12 consecutive month period, provided the
minimum term of Insurance purchased is 180 days.

Sexually Transmitted Infection Testing

Up to a maximum of $100 for elective testing for sexually transmitted infections (STIs).
This benefit is available once during a 12 consecutive month period, provided the
minimum term of insurance purchased is 180 days.

Eye Examination
One visit to a licensed optometrist or ophthalmologist for a general eye examination.
This benefit is available once over a 12 consecutive month period, provided the minimum
term of Insurance purchased is 180 days.

Prescription Glasses/Contact Lenses/Hearing Aids

Up to a maximum of $200 for prescription glasses, contact lenses and hearing aids,
required as a result of an accident or injury or that required repair as a result of an
accident or injury.

Tutorial Services
Up to $20/hour to a maximum of $400 for a qualified private tutorial service in the event
you are hospitalized for 30 consecutive days or more.

Emergency Air Transportation

This benefit is payable only when pre-approved and arranged by us
At the time of hospitalization, medical air evacuation for return to your country of
permanent residence or medical air evacuation between medical facilities when the first
facility is not equipped to provide the required treatment.

Airfare to Return Home for Treatment

This benefit is payable only when pre-approved by us
The cost of a one-way economy airfare on a commercial flight via the most direct route
to return to your country of permanent residence for immediate treatment as a result of
an emergency. The treatment must be sought in the 10 days from arrival to your country
of permanent residence and the attending physician providing treatment outside your
country of permanent residence must indicate in writing that the treatment is required.
The cost of an airline seat upgrade is included if the attending physician providing
treatment outside your country of permanent residence indicates in writing that it is also
medically required.
This benefit is only available for fracture claims in lieu of the Fracture Treatment Benefit.
 10

Medical Attendant
This benefit is payable only when pre-approved by us
If you are returned under the Emergency Air Transportation Benefit or the Airfare to Return
Home for Treatment Benefit, we will pay:
a The cost of a round trip economy airfare on a commercial flight via the most direct route
for a qualified medical attendant (or a friend or family member in lieu) to accompany
you if the attending physician providing treatment outside your country of permanent
residence indicates in writing that it is medically required; and,
b The cost of an airline seat upgrade for the medical attendant (or a friend or family
member in lieu) if the attending physician providing treatment outside your country of
permanent residence indicates in writing that it is medically required.

Repatriation
In the event of your death during a trip covered under the Policy benefits, we will pay for:
a Up to $25,000 for the preparation and return of your body, including the cost of a
standard shipping container and one death certificate (excluding the cost of funeral and
related expenses or a burial coffin), to your country of permanent residence; or,
b Up to a maximum of $15,000 for burial at the place of death (excluding the cost of funeral
and related expenses or a burial coffin) including one death certificate, in the event your
body is not returned to your country of permanent residence; or,
c Up to a maximum of $15,000 for cremation at the place of death (excluding the cost of
funeral and related expenses or an urn) including one death certificate and the standard
shipping cost to return your ashes to your country of permanent residence; and
d Up to $5,000 for transportation costs of one family member to go to the place of your
death to identify your body when it is necessary to be identified before the release of
your body and up to a limit of $400 per day to a maximum of $2,000 for meals and
commercial accommodation.
Family Transportation
This benefit is payable only when pre-approved by us
If an attending physician considers it necessary, we will pay up to $5,000 for one round
trip economy airfare or ground transportation costs for one family member or friend to be
with you while you are hospitalized if you are travelling alone, or for one additional family
member or friend if you are not travelling alone, and $400 per day to a maximum of $2,000
for reasonable and necessary commercial accommodation, meals, telephone calls,
internet charges, taxi or bus fare.
 11

Return of Vehicle
This benefit is payable only when pre-approved by us
If the attending physician determines that as a result of an emergency, you are incapable
of continuing your trip by means of the vehicle used to depart from your country of
permanent residence and the vehicle you intended to use to return to your country of
permanent residence and your travelling companion is unable to do so for you, we will
pay up to $1,000 for either:
a The charges incurred for a commercial agency to return a vehicle that you own or rent
to either your country of permanent residence or the nearest appropriate vehicle rental
agency; or,
b A one-way economy airfare to the destination where the vehicle is located; and gas,
meals and accommodation for a family member or friend to return a vehicle that you
own or rent to your country of permanent residence.
If the vehicle you used to depart from your country of permanent residence was towing
an object (such as a trailer or boat) and you had intended to use the same vehicle to tow
the object back to your country of permanent residence, the cost to return the towed
object is also included in this benefit. If the towed object must be returned separately, it is
not covered.

Accidental Death and Dismemberment

Maximum limit — $10,000
Refer to section Accidental Death and Dismemberment Insurance for details. The
information in that section outlines the terms and conditions of this benefit.
If you have also purchased the Optional Accidental Death and Dismemberment coverage,
coverage will be increased to the benefit limits specified under that optional coverage.

Pre-existing Medical Condition Stability Exclusion

The Emergency Medical Insurance plan is also subject to the General Exclusions
shown on page 15.
The stability requirements for pre-existing medical conditions are outlined below:
We will not be liable to provide coverage or services, or to pay claims for expenses
incurred directly or indirectly as a result of any:
1 Medical condition which is not stable on or within the 90 days before the effective date
of the Policy.
2 Any complications that develop after departure, related to a pre-existing medical
condition that was not stable on or within the 90 days before the effective date of
the Policy.
Medical conditions and related complications that do not meet the stability requirements
set out above are not covered.
Refer to the following definitions: alteration, medical condition, pre-existing medical
condition, treatment and stable.
 12

Automatic Extensions to Coverage

At the time the period of coverage ends your coverage will be automatically extended at
no additional premium:

Hospitalization
If you, your family travelling with you or your travelling companion are hospitalized. The
automatic extension will be provided to you for the remaining period of the hospitalization,
plus up to 7 days after hospital release to recover and/or travel back to Canada or your
country of permanent residence.

Medically Unfit to Travel

If you, your family travelling with you or your travelling companion are unable to
travel on the scheduled return date due to a medical condition that does not require
hospitalization. The automatic extension will be provided to you for up to 7 days to recover
and/or travel back to Canada or your country of permanent residence.
In the event of a claim, written documentation must be provided to us by the attending
physician to substantiate the inability to travel back to Canada or your country of
permanent residence as originally scheduled.

Delay of Common Carrier

If your common carrier is delayed due to circumstances beyond your control, preventing
you from returning to Canada or your country of permanent residence. The automatic
extension will be provided to you for up to 7 days. In the event of a claim, written
documentation must be provided to us to substantiate the common carrier delay.

Quarantine
If you, your family travelling with you or your travelling companion are unable to travel
on your scheduled return date due to being placed under quarantine after a positive
COVID-19 test, the automatic extension will be provided to you for up to 14 days.
In the event of a claim, written documentation must be provided to us to substantiate
the quarantine.
 13

Refunds
Refunds after the effective date of the Policy must be requested in writing. Refunds are
not available if a claim has been or will be submitted.
Full Refunds
1 When the request for refund is received BEFORE the effective date of the Policy, a full
refund is available.
2 When the request for refund is received AFTER the effective date of the Policy, a full
refund is available as follows:
a In the 10 days from the application date of the Policy when no travel has taken
place; or,
b If you have not arrived in Canada, provided you were travelling directly to Canada
(direct travel includes stopovers and layovers while in transit); or,
c If your student visa for entry to Canada was refused; or,
d If you arrived in Canada but entry into Canada was denied.
Refund requests must be submitted to us within the 90 days after the expiry date
of the Policy.
Partial Refunds
1 When travel has taken place, a partial refund less an administration fee is available.
Refunds are calculated as follows:
a From the date the cancellation request is submitted to us; or,
b From the date you return to your country of permanent residence if a satisfactory
proof of return is sent to us and the request is received by us within the 90 days after
the date you return to your country of permanent residence; or,
c From the date you become eligible and/or covered under a provincial or territorial
government health care plan during the period of coverage if a satisfactory proof
of the provincial or territorial government health care coverage is sent to us and the
request is received by us within the 90 days after the date you became eligible.
d From the date you are no longer enrolled in a school within Canada if satisfactory
proof that you are no longer enrolled in the school is sent to us and the request is
received by us within the 90 days after your enrollment ended.
 14

Optional Coverage
This optional coverage may only be purchased as an endorsement to the Emergency
Medical Insurance plan and it is subject to the terms and conditions of that plan.
The Optional Coverage is also subject to the 10-day Full Refund Provision, Insuring
Agreement, Eligibility, Period of Coverage, General Exclusions, General Conditions,
Authorized Extensions, Definitions, Statutory Conditions and How to Claim sections
of the Policy.

Accidental Death and

Dismemberment Insurance
If you have purchased this Optional Coverage, coverage under the Accidental Death and
Dismemberment benefit in the Emergency Medical Insurance plan will be increased to the
benefit limits specified below.

Air Flight/Common Carrier Accident:

Maximum limit — $100,000
24-hour Accident:
Maximum limit — $25,000

Covered Risks
Air Flight/Common Carrier Accident
Death or dismemberment as a result of an accident sustained during the period of
coverage while riding as a fare-paying passenger, or while entering or leaving a lawfully
operated licensed common carrier.
Coverage is also applicable to insured children under 2 years accompanied by a
fare-paying passenger.

24-hour Accident
Death or dismemberment as a result of an accident sustained during the period of
coverage in any other situation not specifically mentioned under Air Flight/Common
Carrier above.

Benefits
In the case of your accidental death or certain losses resulting from an accident, we will
pay to or on behalf of you, your estate or other beneficiary, the benefits as outlined below,
but in no event shall payment exceed the sum insured under this section:
1 100% of the sum insured for loss of life, double dismemberment or loss of sight in
both eyes.
2 50% of the sum insured for single dismemberment or loss of sight in one eye.
Benefits for loss of life, limb or sight are payable for loss which occurs in the 90 days from
the date of the accident.
Any claim for indemnity for loss of life, dismemberment or loss of sight must be
substantiated by a certificate from the attending medical physician at the place of the
accident attesting to the actual injuries sustained.
 15

Limitation
The total aggregate limit is $10,000,000 for any one event under this Policy and all policies
administered and issued by us. If the total sum of all claims resulting from the same event
exceeds the total aggregate limit, the $10,000,000 will be shared proportionately among
all insureds. The proportionate share for each insured will not exceed the maximum
limits of their plan. Payment will be processed after we have completed the review of all
submitted claims related to the same event.

General Exclusions Applicable

to All Coverages
In addition to the Pre-existing Medical Condition Stability exclusion, we will not be liable to
provide coverage or services, or to pay claims for expenses incurred directly or indirectly
as a result of:
1 Any claim incurred after a physician advised you not to travel.
2 Any claim incurred after any other registered medical practitioner advised you not to
travel.
3 A trip that is undertaken after the diagnosis of a terminal condition.
4 A trip that is undertaken while you are receiving palliative care or after palliative care has
been recommended.
5 Medical conditions or any related medical conditions for which, before the effective
date of the Policy, diagnostic tests took place, were scheduled to take place or were
recommended and for which results had not yet been received on or before the
effective date of the Policy. This includes diagnostic tests that were scheduled or were
recommended on or before the effective date of the Policy, but had not yet taken place
on or before the effective date of the Policy.
This exclusion does not apply to:
a Tests to monitor an existing medical condition if there have been no new or more
frequent symptoms, whether or not results have been received; or,
b Screening tests intended to prevent illness or to detect medical conditions before
symptoms are noticed, whether or not results have been received.
6 The cost of any mandated test required for travel.
7 Medical conditions or any related medical conditions for which, on or before the
effective date of the Policy, tests to follow up on the effectiveness or response to a
procedure, surgery or hospitalization are scheduled to take place or recommended.
This includes tests that were scheduled or recommended on or before the effective
date of the Policy, but had not yet taken place on or before the effective date of
the Policy.
8 Medical conditions or any related medical conditions for which before the effective
date of the Policy, medical procedures, surgeries and/or referrals to a specialist were
scheduled to take place or were recommended but had not yet taken place at the time
of the effective date of the Policy.
 16

9 Any medical condition, related medical condition or any subsequent treatment related
to a medical condition for which you sought treatment and/or were experiencing any
symptoms that were new or worsening after your departure from your country of
permanent residence but before the effective date of this Policy, except as specified
under the Maternity benefit and under the heading Period of Coverage,
sub-heading Top-up.
10 Acute psychosis if drug or alcohol induced.
11 Any cancer (other than basal cell or squamous cell skin cancer and/or cancer that is
in remission) for which you received or were recommended to receive active cancer
treatment on or within the 90 days before the effective date of the Policy. This includes
active cancer treatment that you were recommended to receive but chose to decline.
12 Tests and investigation except when performed at the time of initial emergency
medical condition.
13 The continued treatment, recurrence or complication of a medical condition or related
condition, following emergency treatment during your trip, if we determine that your
emergency has ended, unless otherwise specified in a benefit.
14
a Any medical condition, including symptoms of withdrawal, arising from, or in any
way related to, your chronic use of alcohol, drugs or other intoxicants whether prior
to or during your trip.
b Any medical condition arising during your trip from, or in any way related to, the
misuse or abuse of drugs or other intoxicants, or to the use or abuse of alcohol
when you have reached a blood alcohol level of 80 milligrams of alcohol per 100
millilitres of blood or when records indicate you were intoxicated and no blood
alcohol level is specified.
15 Consumption or use of illegal or controlled drugs (based on the law where the cause of
the claim occurred).
16 Any medical condition for which you are registered on a waiting list for treatment or
diagnosis either in Canada or your country of permanent residence.
17 Expenses incurred for emergency air transportation and any expenses incurred
after emergency air transportation, when the emergency air transportation was not
arranged by us.
18 Any medical condition or related expenses if we determine that you should transfer to
another facility or could return to your country of permanent residence for treatment,
and you choose not to, benefits will not be paid for further treatment related to the
medical condition.
19 An official travel advisory issued by a Canadian government stating to avoid
optional, discretionary and/or non-essential travel into Canada, before the date you
arrive in Canada.
If an official travel advisory is issued for a province/territory, region or city within Canada
after you have already arrived to that province/territory, region or city, your coverage for
an emergency or a medical condition related to the travel advisory will remain in place.
To view the travel advisories, visit the Government of Canada Travel site.
This exclusion does not apply to claims for an emergency or a medical condition
unrelated to the travel advisory or to claims incurred for COVID-19.
 17

For Travel Outside of Canada

An official travel advisory issued by a Canadian government stating to “avoid all travel”
or “avoid non-essential travel” regarding the country, region or city of your destination,
before the date you travel to that destination (including any stopovers, layovers or any
other destinations you are transiting through).
If an official travel advisory is issued while you are travelling outside of Canada for the
country, region or city of your destination after you have already arrived to that country,
region or city, your coverage for an emergency or a medical condition related to the
travel advisory will remain in place.
To view the travel advisories, visit the Government of Canada Travel site.
This exclusion does not apply to claims for an emergency or a medical condition
unrelated to the travel advisory or to claims incurred for COVID-19.
20 A medical condition for which symptoms arose or worsened or for which treatment by a
physician or other registered medical practitioner was received during a temporary visit
to your country of permanent residence during the period of coverage or any medical
condition wholly or partly, directly or indirectly, related thereto. This exclusion does not
apply if the treatment was for either:
a The unchanged use of prescribed drugs or medication for a stable medical
condition, symptom or problem; or,
b A check-up where the physician or other registered medical practitioner observes
no change in a previously noted medical condition, symptom or problem.
21 Treatment by a physician or other registered medical practitioner and expenses
incurred while in your country of permanent residence or the country you were
travelling or residing in before arriving in Canada.
22 Loss, theft, breakage of prescription glasses, contact lenses, prosthetic devices,
hearing aids and dentures, except as specified under the Prescription Glasses/Contact
Lenses/Hearing Aids benefit.
23 Any amount payable under the provincial or territorial government health care plan of
your province/territory of study, if you are covered by that provincial or territorial health
care plan and have purchased this Insurance as a supplement to that coverage.
24 Your participation in and/or voluntary exposure to acts of war or acts of terrorism.
25 Death, disablement or injury in any way caused by or contributed by radioactive
contamination or by the utilization of nuclear, chemical or biological weapons (whether
or not caused by acts of war or acts of terrorism).
26 Any medical condition that is the result of you not following treatment as prescribed to
you, including prescribed or over the counter medication.
27 Your participating, training, or practicing in any sports or activities as a professional
athlete, or in any of the following sports or activities (whether as a professional athlete
or not):
• Hang gliding/paragliding • Parachuting/skydiving/
• High risk motorized tandem skydiving
speed activities • Rock climbing
• Ice climbing • Scuba diving or free diving
• Mountaineering over 40 metres
 18

28 Your participating in, training, or practicing for any of the following sports or activities:
• Barrel racing • Rodeo bareback racing
• Bronc riding • Rodeo clowning
• Bull riding • Rodeo team roping
• Chariot racing • Steer wrestling/chute dogging
• Chuck wagon racing • Trick riding
• Harness racing

29 Any medical condition or recognized complication of a medical condition, where the

purpose of your trip is to seek treatment, advice or services, and where the medical
evidence indicates the treatment, advice or services received are related to that
medical condition.
30
a Routine pre-natal or post-natal care, except as specified under the Maternity
benefit; or,
b Pregnancy, delivery, or complications of either, arising within the 9 weeks before the
expected date of delivery or within the 9 weeks after except as specified under the
Maternity benefit.
31 Your voluntary termination of pregnancy or resulting complications.
32 Your suicide or attempt thereat or self-inflicted injury.
33 Your commission or attempted commission of a criminal offence or illegal act based on
the law where the cause of the claim occurred.
34 Non-emergency, experimental or elective treatment or procedures (including but not
limited to ongoing care, chronic care, rehabilitation or check-ups) and their related
complications, except as specified under the Rehabilitation Treatment benefit and the
Other Professional Services benefit.
35
a Cosmetic surgeries, procedures and/or treatments, and,
b Complications related to cosmetic surgeries.
36 Any medical condition or symptoms for which it is reasonable to believe or expect that
treatments will be required during your trip.
37 Unless otherwise stated in this Policy (see General Condition, number 3), expenses
incurred if other insurance policies, plans or contracts cover the loss. This includes but
is not limited to any private or automobile insurance plan. If, however, the loss exceeds
the limits of the other policies, plans or contracts and if this Insurance covers losses and
periods not covered by those other policies, plans or contracts, this Insurance shall then
apply in excess of all other valid insurance. This exclusion does not apply to Accidental
Death and Dismemberment Insurance.
 19

General Conditions Applicable

to All Coverages
Provisions & Conditions
1 This Policy is issued on the basis of information in your Policy declaration or provided in
connection with your application. When completing the application, your answers must
be complete and accurate. In the event of a claim, we will review your medical history.
Coverage under this Policy will be void if you do not meet the eligibility requirements for
the plan selected as set out at the time of application.
2 We will not pay a claim if you, any person insured under this Policy or anyone acting on
your behalf fails to disclose any material fact or makes a fraudulent, false or exaggerated
statement or claim.
3 Subrogation — We will not subrogate against any extended benefit plans if the lifetime
maximum limit for all in-country and out-of-country benefits under that plan is currently
$100,000 or less. If the lifetime maximum limit under that plan is greater than $100,000,
we may exercise our right to subrogate, but, if applicable, we will limit our subrogated
claim to the extent required to preserve $50,000 of the lifetime limit available under that
plan, except in the event of your death.
If compensation is or will be available from a third party for any payments made by us
under this Policy, we have the right to subrogate to recover those payments. We, at
our own expense, can file a suit in your name for that purpose and you authorize us
to do so. This right of subrogation is in addition to and does not limit any other right
of subrogation existing under common law, equity or statute. Further, if you make any
claim against a third party related to payments that we made under this Policy, you
will include the amount of those payments in your claim against the third party. If you
obtain compensation for a portion or all of the included payments we made, you must
immediately remit that compensation to us. You understand that you shall do nothing
to prejudice our rights of subrogation, which includes not releasing third parties from
liability without our express written agreement.
4 Coordination of Benefits — Unless otherwise stated in this Policy, this Insurance
is excess to all other valid insurance. If any other valid insurance is also an excess
insurance, we will coordinate benefits of all eligible expenses with that insurer.
All coordination follows the guidelines set by the Canadian Life and
Health Insurance Association.
5 You may not claim or receive more than 100% of your total covered expenses. This
general condition does not apply to Accidental Death and Dismemberment.
6 Misstatement of Age — If your age has been misstated to us, the coverage
and/or premium may be adjusted in accordance with the correct age as of the
date you became covered. Any premium adjustment is payable upon receipt of a
premium notice.
7 You must be accurate and complete in your dealings with us at all times.
8 Currency — Any dollar amount expressed as a limit of coverage or benefit payable
under this Policy is deemed by us to be in Canadian currency, unless otherwise stated.
9 Duplication of Coverage — If you are insured under more than one Policy, Plan or
Optional Coverage administered by us and they are in effect at the time of loss, the total
amount paid to you or on your behalf cannot exceed your total expenses. Benefits are
paid under the one Policy, Plan or Optional Coverage with the greatest benefit limit.
 20

10 In the case of duplicate benefits in this Policy, claims are payable under the one benefit
with the greatest benefit limit.
11 The date and time of commencement and termination of coverage is based on the time
zone of the province or territory the Policy was purchased in.
12 Premium and coverage are based on factors including but not limited to age, trip length,
travel destination and answers to the Medical Questionnaire, if applicable.
13 The availability, quality, results or effects of any treatment, assistance, hospitalization,
transportation or your failure to obtain any of the above, is not our responsibility or the
responsibility of any company or agency providing services on our behalf.
14 We reserve the right to accept or to decline any person as an insured.
15 In the event of your treatment by a physician or other registered medical practitioner or
other circumstances that have led or may lead to a claim under this Policy, you authorize
any hospital, physician or other person or organization that has records or knowledge
of you or your health, medical history or other information relevant to the claim to
provide us that information and authorize us to use and disclose that information for the
purpose of determining whether any claim that may be made is covered by this Policy or
by another plan or Policy.
16 If requested by us, you must furnish or consent to the release of your medical records
for the relevant period before the effective date of the Policy and/or during the term of
the insurance required in order to determine if the claim is payable. Failure to produce
these records will invalidate your claim.
17 In the event of a claim, upon request, you will establish the date and time of departure
and initially planned date of return of the trip.
18 You shall be responsible for the verification of any hospital and medical expenses
incurred and shall obtain itemized accounts of all hospital and medical services which
have been provided.
19 We shall not reimburse any expense incurred after a period of 365 days has elapsed
following the date on which the loss first occurred or the relevant emergency
first occurred.
20 We shall comply with all applicable privacy legislation and regulations. You can learn
about our privacy policy at tugo.com/en/privacy.
21 If any of the terms or conditions of this Policy are in conflict with the statutes of the
province or territory in which this Policy is issued, the terms and conditions are hereby
amended to conform to such statutes.
22 In the event of complaints or unresolved disputes respecting any claim or portion
thereof, the following should be contacted: TuGo, 1200-6081 No. 3 Road, Richmond,
BC, V6Y 2B2, Canada. You can learn about our complaint procedure at
https://www.tugo.com/en/legal/.
23 The law of the province or territory of Canada in which you are staying while you are a
student in Canada, will govern this Policy, including all issues of its interpretation and
performance. Any legal action or other proceeding related to or connected with this
Policy that is commenced by you or anyone claiming on your behalf or by an assignee
of benefits under this Policy must take place in the courts of the province/territory of
Canada in which you purchased this Policy, and no other court has jurisdiction to hear
or determine any such action or proceeding.
 21

24 This Insurance provides no coverage and no insurer shall be liable to pay any claim
or provide any benefit hereunder to the extent that the provision of such coverage,
payment of such claim or provision of such benefit would expose that insurer to any
sanctions, prohibition or restriction under United Nations resolutions or the trade or
economic sanctions, laws or regulations of the European Union, United Kingdom or
United States of America.
25 We shall not reimburse any interest charges accrued by you.
26 If you are a US citizen, you may have an obligation to purchase insurance under the
Affordable Care Act (“ACA”). This policy is not subject to the ACA and is not intended
to fulfill individual obligations to purchase health insurance coverage under the ACA.
Please contact your tax adviser or lawyer if you think the ACA obligations may apply
to you.
If you are a US citizen or US resident, you may have an obligation to purchase
insurance under the Affordable Care Act (“ACA”). This policy is not subject to the
ACA and is not intended to fulfill individual obligations to purchase health insurance
coverage under the ACA. Please contact your tax adviser or lawyer if you think the
ACA obligations may apply to you.
27 When a premium is not paid, we reserve the right to terminate the Policy with notice,
except as otherwise provided by law.

Authorized Extensions
You can extend your period of coverage before your Policy expires provided the total
policy trip length does not exceed a maximum of 365 days. To extend your Policy, you
can contact your agent or us during business hours. Please refer to Contact Information
on page 1.
If you extend your coverage, the following condition applies:
If you had a claim, sought medical attention or experienced any symptoms during the
previous policy term, for the extension period, there will be no further coverage with
respect to the medical condition, related medical condition, or for any subsequent
treatment related to the medical condition, except as specified under the Maternity
benefit.
Under the Maternity benefit, we will continue to provide coverage during an extension for
the same pregnancy up to the maximum limit of $25,000 under all policies combined,
provided there has not been a lapse in coverage. Refer to the Maternity benefit for details.
 22

Definitions
Active cancer surveillance
Also known as ‘watchful waiting’ is a treatment plan that involves monitoring cancer
without giving any other form of treatment. It is used to monitor changes in test results
to see if the cancer is getting worse and whether other forms of active cancer treatment
might also be needed. This method of treatment is often used when the cancer is newly
diagnosed and before it’s clear what types of treatment would be most effective, for
conditions that progress slowly and/or when the risks of active cancer treatment are
greater than the possible benefits.
Active cancer treatment
Treatment that is not limited to but includes chemotherapy, radiation therapy, surgery,
medication, experimental treatment or active cancer surveillance.
Acts of terrorism
An act, or acts, of any person, or group(s), committed for political, religious, ideological,
ethnic or similar purposes with the intention to influence any government and/or, but
not be limited to, the use of force or violence and/or the threat thereof. Furthermore,
the perpetrators of acts of terrorism can either be acting alone, or on behalf of, or in
connection with any organization(s) or government(s).
Acts of war
War, civil war, riot, rebellion, insurrection, revolution, invasion, hostilities or warlike
operations (whether war be declared or undeclared), civil commotion, overthrow of the
legally constituted government, military or usurped power, explosions of war weapons.
Acute
Initial or emergency short course (not chronic) treatment by a physician phase of a
medical condition.
Aggregate limit
The maximum amount of coverage available, regardless of the number of separate claims.
Alteration
The medication usage, dosage or type has been increased, decreased or stopped and/or
a new medication has been prescribed.
Alteration does not include:
a Changes in brand to an equivalent name brand or to an equivalent generic brand of the
same or equivalent usage or dosage; or,
b Routine dosage adjustments within prescribed parameters for insulin or oral diabetes
medication to ensure correct blood levels are maintained; blood sugar levels must be
checked regularly and the medical condition must remain unchanged; or,
c Routine dosage adjustments within prescribed parameters for blood thinner medication
to ensure correct blood levels are maintained; blood levels must be checked regularly
and the medical condition must remain unchanged; or,
d A temporary stoppage of blood thinner medication up to a maximum of 24 hours if the
stoppage is required for a surgery or a procedure; or,
e Usage changes due to the combination of several medications into one; the medical
condition must remain unchanged.
 23

Application date
The date when premium for this Insurance is paid.
Beneficiary
Estate unless otherwise requested in writing.
Common carrier
A boat, cruise ship, airplane, bus, taxi, train or other similar vehicle that is licensed,
intended and used primarily to transport passengers for hire.
Country of permanent residence
The country you maintained a permanent residence in before your entry into Canada.
Dependent children
Unmarried children who are dependent on a parent or guardian who is a student eligible
under this Policy and are:
a Up to and including 21 years; or,
b Up to and including 59 years, if they have a cognitive, developmental,
or physical disability.
Diagnostic tests
Tests required to:
a Assess, identify or investigate a symptom or a medical condition; or,
b Follow up on abnormal test results.
Emergency
An unforeseen medical condition, which requires immediate treatment to alleviate
existing danger to life or health. An emergency no longer exists, when the medical
evidence indicates that you are able to continue the trip or return to your country of
permanent residence. Once such emergency ends, no further benefits are payable in
respect of the medical condition which caused the emergency, unless otherwise specified
in a benefit.
Family member
The student’s legal or common-law spouse, parent(s), step-parent(s), legal guardian(s),
brother(s), sister(s), step-brother(s), step-sister(s) and their unmarried dependent children
who are living with the student.
Follow-up
Re-examination of you to monitor the effects of earlier treatment related to the initial
emergency, except while hospitalized. Follow-up does not include diagnostic tests and/or
continued treatment (as determined by us).
High risk motorized speed activities
a Motocross, dirt biking and/or motorcycling unless only riding as a mode of
transportation; and/or,
b Any motorized vehicle racing competitions, endurance events or timed activities,
including but not limited to snowmobiling racing competitions or endurance events.
If you are participating in a motorized vehicle activity, other than the ones specified under
part a), and the activity is solely for leisure and not part of a timed activity or done for the
purpose of training or practicing for any kind of racing competition or endurance event,
this activity is not considered a high risk motorized speed activity.
 24

Hospital
An institution that is licensed as an accredited hospital that is staffed and operated for
the care and treatment of in-patients and out-patients. Treatment must be supervised
by physicians and there must be registered nurses on duty 24 hours a day. Diagnostic
and surgical capabilities must also exist on the premises or in facilities controlled by the
establishment.
A hospital is not an establishment used mainly as a clinic, extended or palliative care
facility, rehabilitation facility, addiction treatment centre, convalescent, rest or nursing
home, home for the aged or health spa.
Hospitalization or hospitalized
Formal admission to the in-patient services of a hospital. This does not include visits to
the emergency room unless they result in the formal admission to the in-patient services
of a hospital.
Ice climbing
The act of climbing or rappelling from vertical or nearly vertical ice formations such ice
falls, frozen waterfalls or cliffs or rock slabs that are covered with ice from flows of water
freezing over. Ice climbing requires the use of specialized equipment including but not
limited to ice axes, crampons or ice screws. Glacier hiking is not ice climbing. If the glacier
hike is on a mountain, it is considered mountaineering.
Insured or insured persons
The person named in the Policy declaration for whom the applicable premiums have
been paid.
Insurer
The insurers listed under the definition of us, we, our.
Loss
For Accidental Death and Dismemberment Insurance
In respect of limbs means actual severance through or above wrist or ankle joints and, in
respect of loss of sight, means entire and irrecoverable loss of sight.
Medical condition
Any disease, illness or injury (including symptoms of undiagnosed conditions).
Medically necessary
The medical service or product in question is necessary to preserve, protect or improve
your medical condition and well being.
Mountaineering
The act of climbing or descending a mountain using specialized equipment including but
not limited to pickaxes, ice axes, anchors, bolts, crampons, carabineers and lead or top rope
anchoring equipment. Mountaineering includes ski mountaineering also known as ‘skimo’.
 25

Non-emergency
Any treatment, investigations or surgery either:
a not required for the immediate relief of acute pain and suffering; or,
b which reasonably could be delayed until you return to your country of permanent
residence; or,
c which you elect to have during a trip following emergency treatment by a physician
or other registered medical practitioner of a medical condition or the diagnosis of a
medical condition, which on medical evidence would not prevent you from returning to
your country of permanent residence before such treatment or surgery.
Physician
A medical practitioner who is registered and licensed to practice their medical profession
in accordance with the regulations applying in the jurisdiction where the person practices.
A physician must be a person other than you or a family member.
Pre-existing medical condition
Any medical condition that exists on or before the effective date of the Policy.
Prescribed
Treatment ordered or recommended by a physician and/or any other registered medical
practitioner, as documented in your medical records.
Professional athlete
At the time the claim occurred, an athlete who is participating, training or practicing in a
sport or activity and:
a Has received the majority of their income from that sport or activity; or,
b Is considered professional by the governing body of the sport or activity they
participate in.
Scolarships are not considered income.
Reasonable and customary charges
Charges incurred for goods and services that are comparable to what other providers
charge for similar goods and services in the same geographical area.
Remission
The decrease in or the disappearance of signs and symptoms of cancer and/or the
removal of cancer as determined by your physician and noted in your medical records.
Remission can be complete or partial. Complete remission means the disappearance of
all signs or symptoms. Partial remission means a decrease in or disappearance of some,
but not all, signs and symptoms.
Rock climbing
The sport of climbing rock faces, especially with the aid of ropes and special equipment.
Rock climbing includes the following activities: bouldering, traditional climbing, free
soloing, top-rope, sports climbing, canyoning/canyoneering, but does not include
climbing indoor or outdoor artificial rock climbing walls.
 26

School
An elementary or secondary school, university, college or other recognized institution of
learning that is accredited by the local authorities. An accredited school has undergone
a validation and/or quality assurance process where the school has been evaluated by an
external authority, to determine if the applicable standards are met. If the standards are
met, accredited status is granted by the appropriate agency.
Spouse
The person you are legally married to, or a person you have been living with for a minimum
period of one year and who is publicly presented as your spouse.
Stable
A medical condition is considered stable when all of the following statements are true:
a There has been no deterioration of the medical condition as determined by a physician
or other registered medical practitioner, and
b There have been no new symptoms or findings or more frequent or severe symptoms or
findings, and
c There has been no change in treatment by a physician or other registered medical
practitioner or any alteration in any medication related to the medical condition, and
d There has been no new treatment received, prescribed or recommended by a physician
or other registered medical practitioner.
Terminal condition
A medical condition for which, before the effective date of the Policy, a physician has given
you a terminal prognosis with a life expectancy of 12 months or less.
Travelling companion
A person who has prepaid shared commercial accommodation or transportation with you
for the same period of travel.
Treatment, treat, treated
A procedure prescribed, performed or recommended by a physician for a medical
condition. This includes but is not limited to prescribed medication, investigative testing
and surgery.
Us, we, our
OneWorld Assist Inc. doing business as Claims at TuGo and North American Air Travel
Insurance Agents Ltd. doing business as TuGo. TuGo is a third party administrator for the
following insurer: Industrial Alliance Insurance and Financial Services Inc.
Vehicle
Car, recreational vehicle, motorcycle, boat or other land or water conveyance used
for the trip.
You or your
The same as insured or insured persons.
 27

Statutory Conditions
The Contract
The application, this policy, any document attached to this policy when issued and any
amendment to the contract agreed on in writing after this policy is issued constitute the
entire contract and no agent has authority to change the contract or waive any of
its provisions.
Waiver
The insurer is deemed not to have waived any condition of this contract, either in whole or
in part, unless the waiver is clearly expressed in writing signed by the insurer.
Copy of Application
The insurer must, upon request, furnish to insured or to a claimant under the contract a
copy of the application.
Material Facts
No statement made by the insured or a person insured at the time of application for
the contract may be used in defence of a claim under or to avoid the contract unless it
is contained in the application or any other written statements or answers furnished as
evidence of insurability.
Notice and Proof of Claim
Notice of a claim shall be given in accordance with the claims procedures clause included
in this policy as soon as practical but in no case later than 30 days from the date a claim
arises under this policy. You must also within 90 days from the date the claim arises under
this policy furnish such proof and additional information as is reasonably possible and
if required by the company, furnish a certificate from a physician detailing the cause or
nature of the sickness or injury for which the claim has been instituted.
Failure to Give Notice or Proof
Failure to give notice of claim or furnish proof of claim within the time required by this
condition does not invalidate the claim if (a) the notice or proof is given or furnished as
soon as reasonably possible, and in no event later than one year after the date of the
accident or the date a claim arises under the contract on account of sickness or disability,
and if it is shown that it was not reasonably possible to give notice or furnish the proof in
the time required by this condition, or (b) in the case of death of the person insured, if a
declaration of presumption of death is necessary, the notice or proof is given or furnished
no later than one year from the date a court makes the declaration.
Insurer to Furnish Forms for Proof of Claim
The insurer must furnish forms for proof of claim within 15 days after receiving notice of
claim, but if the claimant has not received the forms within that time the claimant may
submit his or her proof of claim in the form of a written statement of the cause or nature of
the accident, sickness or disability giving rise to the claim and of the extent of the loss.
Rights of Examination
As a condition precedent to recovery of insurance moneys under the contract,
a the claimant must give the insurer an opportunity to examine the person of the person
insured when and as often as it reasonably requires while a claim is pending, and
b in the case of death of the person insured, the insurer may require an autopsy, subject to
any law of the applicable jurisdiction relating to autopsies.
 28

When Moneys Payable

All money payable under this contract shall be paid by the insurer within sixty days after it
has received proof of claim.

Every action or proceeding against an insurer for the recovery of insurance money payable
under the contract is absolutely barred unless commenced within the limitation period
specified in the Insurance Act, Limitations Act, Civil Code of Quebec or other relevant
legislation of the applicable jurisdiction.
Applicable to Quebec Residents
Notwithstanding any other provisions herein contained, this contract is subject to the
mandatory provisions of the Civil Code of Quebec respecting contracts of Accident and
Sickness Insurance.

Action Against Company

Service of legal proceedings to enforce the obligations under this Policy to the insurer
listed in the definition of us may be validly made by serving the offices of North American
Air Travel Insurance Agents Ltd. d.b.a. TuGo, 1200-6081 No. 3 Road, Richmond, BC, V6Y
2B2, Canada.
Notice to Company
Notice under this Policy to the insurer listed in the definition of us may be validly
given to North American Air Travel Insurance Agents Ltd. d.b.a. TuGo, 1200-6081 No. 3
Road, Richmond, BC, V6Y 2B2, Canada. Complaints or unresolved disputes should be
referred to Industrial Alliance Insurance and Financial Services Inc. at
400-988 West Broadway, P.O. Box 5900, Vancouver BC V6B 5H6, Canada,
solutions@ia.ca or toll-free at 1-800-266-5667.
 29

Privacy
Privacy Notice
The protection of your personal information is very important to us. TuGo is
committed to the protection of your personal information. TuGo fully complies with
Canada’s privacy laws. TuGo’s privacy policy determines our responsibilities on the
collection and use of your personal information. You can review TuGo’s entire Privacy
Policy at tugo.com/en/privacy.
Personal information is gathered at the time of application to determine the premium
and appropriate coverage. In the event of a claim, we may need to collect additional
medical information to help provide the best possible assistance, arrange care, possible
medical evacuation, and to determine coverage. This information may be obtained or
shared with your agent, any affiliate or subsidiary, referring organization and third-party
provider including but not limited to health care providers and government health insurers.
The information is used by authorized personnel only as needed, and is maintained
securely for the period required by law. Your information may need to be shared with or
by organizations located outside of Canada, such as the country you are travelling to and
will be also subject to the laws of those foreign jurisdictions. We encourage you to review
TuGo’s Privacy Policy occasionally as it could be amended.
Upon written request, you may also review your personal information to verify its accuracy.
For more information about how TuGo collects and uses personal information, contact our
privacy officer: TuGo, Attn: Privacy Officer, 1200-6081 No. 3 Road, Richmond BC, Canada,
V6Y 2B2. Email: privacy@tugo.com Fax: (604) 276-9409.
Notice on Privacy & Confidentiality
PLEASE READ CAREFULLY AND RETAIN FOR YOUR RECORDS
The specific and detailed information requested pursuant to this application from you
and which may be subsequently requested by us, from time to time, is required to
process your application, and process any claim for benefits made by you. To protect
the confidentiality of such personal information, access to your information is restricted
to any person you authorize or as authorized by law as well as those Industrial Alliance
Insurance and Financial Services Inc. (the “Company”) employees, its reinsurers, third
party administrators, agents or brokers of the Company, plan sponsors and any agents
or brokers of such sponsors or other market intermediaries for the purposes of (a)
sponsoring a plan for you, (b) marketing and administration of Company products or
services, (c) assessment of risk (underwriting) and (d) investigation of claims (where
applicable). Your file will be kept in our offices.
You are entitled to review your personal information contained in our files,
subject to certain limited exceptions established by law, and if necessary, to
have it rectified by sending a written request to us at: 400 - 988 West Broadway.
P.O. Box 5900, Vancouver, BC V6B 5H6, Attention: Director, iA Special Markets.
Corrections will be noted in the file. If a requested correction is in dispute, we nonetheless
note your requested correction in the file. Further information on our privacy practices can
be found online at ia.ca or alternatively, contact us at 1.800.266.5667 and request that a
copy be faxed or mailed to you.

In witness whereof this Policy has been authorized by the insurer listed in the definition of us.
K. Starko, Executive Director
 30

How to Claim
Claims Procedures & Payment of Benefits
For information on how to contact us, please refer to Contact Information at the
beginning of this policy wording booklet.
1 Any notices of claim or correspondence concerning a claim should be promptly sent to:
Claims at TuGo
1200-6081 No. 3 Road
Richmond, BC V6Y 2B2 Canada
2 Claims for medical and dental can be opened online at tugo.com/claims,
although some restrictions apply.
3 Any cost incurred to obtain documentation required to confirm eligibility of your claim,
other than medical records requested by us is the responsibility of the claimant.
4 To receive benefits, any requested supporting documentation must be provided by the
claimant. Claim Forms will be provided to the claimant to complete and return to us. It
is the claimant’s responsibility to complete and/or produce any documentation that we
require to process and confirm the eligibility of the claim.
5 All required documentation must be received within one year from the date of loss.
Failure to do so will result in the denial of the claim.
6 To qualify for reimbursement, itemized receipts must be provided as support for
all eligible expenses. If itemized receipts are not provided, the expense will not be
reimbursed.
7 If the claim is the result of a death, the following documents are required:
a A copy of the death certificate
b A copy of the Will or Power of Attorney
c A police report, if applicable
The claim forms must be signed by the Executor of Estate or the person who holds
Power of Attorney.
8 Claims will not be considered unless the Claim Form is completed in full and signed by
the claimant (or legally authorized representative). Failure to provide fully completed,
original forms will invalidate your claim.
9 Only bills from physicians, hospitals and other medical care provider(s) that are
itemized and which state insured’s name, diagnosis, date(s) of service and type of
treatment or service will be considered. Only official pharmacy prescription receipts will
be considered. For all other benefits, itemized receipts are required.
 31

International Assistance Services

The following services will be provided to all insureds:
1 Toll-free help line 24 hours a day, every day (for medical emergencies only).
2 Vital communications link between claimant/hospital regarding insurance coverage
and procedures.
3 Medical (physician and surgeon) consultative and advisory services including review of
appropriateness and analysis of medical care.
4 Monitoring of progress during treatment and recovery.
5 Establishing contact with family, personal physician and/or employer as appropriate.
6 Multilingual capabilities.
7 Coordination of payments.
8 Special assistance respecting claims.
9 Management, arrangement and authorization of emergency medical evacuation.
10 Arrangement and coordination of repatriation
of remains.
11 Interpretation of policy wordings.
12 Assistance in locating the nearest and most appropriate medical care.
13 Payment to hospitals and other medical providers for emergency medical expenses will
be guaranteed where possible relieving claimant of credit responsibilities.
14 Travel arrangements assistance for family members.
15 Provision of medical assistant to travel with claimant when necessary.
16 Physicians, hospitals/administrators and ambulance arrangements and
communications.
17 Assistance on how to contact:
• Consulates and embassies • Airlines
• Travel or booking agents • Police
• Tour Guides • Foreign Affairs Department

18 Legal referral services in order to meet the legal needs of travellers.

To access this service, please refer to the Contact Information section at the
beginning of this policy wording
 tugo.com

Insurance is administered by North American Air Travel Insurance Agents Ltd. doing business as TuGo®, a licensed
insurance broker in all provinces and territories. The issuer of the contract is Industrial Alliance Insurance and Financial
Services Inc. Claims at TuGo® and TuGo® are registered trademarks owned by North American Air Travel Insurance
Agents Ltd. doing business as TuGo®.

student_inbound_02pw_2024-04 ed: 2024-04