Outdated and Absurd: Claim delay blamed on Canada Post strike
I submitted my travel insurance claim to TuGo on 15 August 2025, uploading all required documents through their myTuGo online portal, which TuGo promotes as the “easiest and most convenient way” to manage and track claims.
After nearly two months with no progress (status still showing “In Review”), I followed up on 7th October and received this reply from their claims department:
“All required information has been received. The claim results and applicable reimbursement will be sent to you once the Canada Post strike has been resolved.”
It’s hard to believe that in 2025, a major insurer still claims it can’t finalize or pay a claim because of postal delays — especially when everything was submitted online. This kind of excuse feels completely outdated and makes me question how efficiently TuGo manages its claims process.
[11th Oct Update: TuGo later confirmed my claim approved and reimbursed in full, but they still mailed a physical cheque to my old address, again citing the Canada Post strike as the reason for delay.
NONE of this was communicated proactively - I only learned about it because I kept asking via emails. No electronic online Claim Decision Letter or online payment option has been provided via their own claim portal -- which is extremely frustrating and unreasonable in 2025.]
I’ll update this review once the matter is resolved, but for now, I hope my experience helps others set realistic expectations before relying on TuGo for travel insurance.
Reply from TuGo
Hi Joy,
We’re sorry to hear you were unhappy with your claim experience, and we appreciate you bringing this to our attention. After checking with our Claims team, they confirmed that your claim was approved and paid in full. Your cheque was sent to be mailed on October 8th, however, due to the ongoing Canada Post strike, the delivery will be delayed.
We understand how frustrating this can be and sincerely apologize for the inconvenience. Once regular mail service resumes, you should receive your cheque. If you don’t receive it at that time, please don’t hesitate to contact us at claims@tugo.com.
Thank you for your patience, and we hope this helps clarify the situation.
Best,
TuGo Team
