TuGo Reviews 

Great. Fast and easy to understand.

the quality is horrible. the study chair is not even stable

I have been a client of Maribel for many years, and the main reason I have never looked for this service with another insurance agency is her excellent work, outstanding customer service, and the speed with which she handles everything.

She was polite funny informative and very good at her position. Obviously well trained

Clone her and add them all to your staff

We recently made a travel interruption claim with TuGo and were satisfied with the experience.

The claims process was straightforward, and our claim was processed efficiently within TuGo's advertised timeline. We made sure we understood the documentation requirements and submitted the necessary receipts and supporting information outlining the circumstances that led to our travel interruption and the additional expenses incurred in resolving the situation.

TuGo reimbursed all the expenses for which we provided proper receipts.

There was one taxi expense we didn't claim because I had forgotten to ask the driver for a receipt. That was entirely my responsibility, not TuGo's.

All in all, we found the claims process fair, efficient and straightforward. It's reassuring to know that when an unexpected travel disruption occurs, the insurance coverage we've purchased actually delivers when we need it.

We would happily recommend TuGo Travel Insurance to fellow travellers.

The agents and especially the Manager Derek Choy, were very friendly and courteous.

I have been using Tugo for about 5 or 6 years now. There service has been great. I've only had a very small claim but they paid it out quickly I love the annual plan is easy I know I covered for any trips I make for the years.

Excelente servicio!

Shehar Bajwa was efficient, kwledgeable and easy to work with. She provided the type of policy I wanted and patiently answered all of my questions. The process was easy, timely and met my needs. When I had further questions after the deal was closed, she was easy to contact and made the necessary changes. I have used Tugo in the past and I am content with using them again

Tugo had a very competitive rate and an easy-to-manage on-line purchase procedure, but I do hope I never have to find out if making a claim is as easy!

Pretty straightforward and I like the range of people that are covered under your travel insurance.

Complimentary e-SIM and subject-to flight-delay access to airport lounge were bonuses to this coverage. All communications from TuGo to date have been prompt and easily understood. It was easy to upload the Digital Coverage Card to Apple Wallet.

Very happy with the service I got today.

Not happy with yesterday. I called left a callback number and it took almost 2 hours before somebody called back. The gentleman I spoke to I told him I couldn’t talk to him then because I was having company for dinner and they were coming any minute. But he said he would call me back the next at 12:00 my time which he did so I was very happy for that and I was very happy with his service but not the call back that’s way too long for somebody to have to wait.

I got a call from a service rep, and he was able to get me insurance very easily. He knows his stuff, and the rate was very good.

great experience! made my insurance journey so simple!

I never write reviews about bad service, because I generally don't care enough about the company to invest any time. It’s a form of natural selection...bad companies tend to fail. But since my experience with Tugo has been so bad, and I'm writing this as I wait on endless hold to speak with a live agent for the fifth time, I figured I'd kill two birds with one stone. Hopefully, my review will educate some of you about the risks of working with Tugo. Take my counsel for what its worth. So here you go.

At the recommendation of my Heli-ski tour company, I've purchased travel insurance through TUGO every year for the past five years. Fortunately, until my latest trip (March 2026), I've never had to file a claim. However, weather conditions in March of 2026 became hazardous and after a day in the back country of BC, the tour operator cancelled the tour. I filed the claim in April 2026. Tugo's claim form requires an advanced degree to understand and populate. And then, once you sort through the above, post submission, the process goes into a black hole for months. No communication. No update on status. Nothing. Customer service software has come a long way in the last decade, Tugo is clearly using an antiquated system. Finally, sometime in July, after three months of processing and multiple online status checks, I receive a request for additional information. Specifically, Tugo needed written verification from the airlines on the value of my unused return tickets, which were worthless to me. Not easy information to source, but after submitting the requested information in July, the firm went silent again. Another black hole. I happened to check the status online today (October 8, 2026) to discover that my claim was "closed". No communication from the company. No date of closure. No status as in claim paid or denied. Just "Closed". Curious what that meant, I called their toll-free number. But after waiting on hold for 25 minutes, my call was disconnected. Not the first time that happened. I bravely re-dialed. After waiting another 30 minutes, I was connected to a live agent (Jen), who was very pleasant. Oh, forgot to mention, much earlier in the claim cycle, during previous frustrating long hold time attempts to reach I live agent, I used Tugo's "call back feature". Guess what, not surprisingly it doesn't work. Note to Tugo... if you really "appreciated my business" as your on-hold message conveys every couple of minutes, you'd staff your call center with a few more agents so the hold time is <30+ minutes. After speaking with Jen, I learned that my claim was in fact paid, however, she didn't have access to the payment advice or amount or any other details. She could only tell me that a statement with a check was mailed three weeks ago using snail mail. I've yet to receive the correspondence, but hold out hope, based upon my experience to date, that it will arrive here in Puerto Rico sometime before the end of the year. I'm anxious to see what they paid. Experience to date suggests it will be disappointing.

All that said, my counsel to anyone considering Tugo, unless the price of the policy is extraordinarily compelling, find a more established higher rated company. It's likely worth the premium you'd pay for efficient/professional service. You must ask yourself, what is your time worth.

In closing, I'm returning to Heli-ski BC in March of 2027, but I won't be purchasing a Tugo policy.

Good customer service, good coverage for a good price.

Easy peasy! Very easy to follow and complete!

Whenever I need Insurance coverage for travel and medical for me and my family I always get them at Tugo Insurance. Very reliable and they have affordable rates.

Long wait time (58 minutes), but outstanding service once I was connected to a TUGO Representative. Worth the wait and am very pleased with coverage provided.