Travel insurance isn’t just a nice-to-have—it’s an essential companion for anyone venturing beyond their doorstep. Its purpose goes beyond the obvious: it protects travellers from unexpected medical costs, and also shields them from financial losses caused by trip cancellations, interruptions, or delays. At TuGo, we take this mission seriously. As proud members of the Travel Health Insurance Association (THiA), we share a commitment to ensuring that every submitted travel insurance claim has a fair opportunity for approval, while also giving travellers confidence and clarity in their coverage.
We know that buying travel insurance can feel overwhelming at times. That’s why TuGo is dedicated to empowering travellers, offering not only peace of mind but also transparency about your rights and responsibilities when it comes to protecting yourself and your journey. In collaboration with THiA and other industry leaders, the Travel Insurance Bill of Rights and Responsibilities was developed to help travellers navigate their policies with confidence. At its core are four golden rules: know your health, know your trip, know your policy, and know your rights.
Here’s a closer look at what that means for you as a traveller:
Your Key Rights:
- Receive clear and comprehensive policy documentation, outlining the full terms and conditions—whether purchased online, over the phone, or in person.
- Access assistance whenever you need it; your travel insurance provider is available 24/7 to guide you through emergencies and questions.
- Enjoy timely, transparent, and straightforward communication regarding claims and coverage decisions.
- Challenge decisions and request additional reviews if you have new information to support your claim.
Your Responsibilities as a Traveller:
- Complete your application accurately, including full disclosure of any pre-existing medical conditions.
- Take the time to read and understand your policy. It may be detailed, but knowing what is covered and what is not can make all the difference when a claim arises.
- Communicate promptly with your provider if you need to make a claim, providing all necessary documentation, receipts, and supporting evidence.
Beyond travel insurance, travellers—especially those taking flights—are further protected under the newly updated Air Passenger Protection Regulations. These amendments, fully in effect as of February 2025, strengthen airline accountability and enhance passenger rights. Some of the most important updates include:
Transparency and Communication:
Airlines are now required to provide clear, plain-language explanations for delays, cancellations, and other disruptions, ensuring passengers know exactly what’s happening and why.
Compensation for Delays and Cancellations:
Passengers may now receive up to $1,200 for controllable delays and cancellations not related to safety concerns, an increase from the previous $1,000.
Denied Boarding Compensation:
If an airline denies boarding for reasons within its control, compensation can now reach $2,800.
Rebooking and Refunds:
For delays exceeding three hours, airlines must rebook passengers on the next available flight, including a competing airline at no extra cost, if their own flight isn’t available in a reasonable timeframe.
Tarmac Delays:
Passengers must be allowed to disembark after three hours if departure isn’t imminent, with additional requirements for onboard care during extended delays.
Family Seating Rights:
Children under 14 must be seated near an accompanying adult, free of charge, with stricter enforcement to ensure compliance.
Baggage Rights and Refunds:
Clearer procedures are now required for lost or damaged baggage, including automatic reimbursement of baggage fees when applicable.
Accessibility and Special Items:
Airlines must publish transparent policies for carrying mobility aids and musical instruments. Non-compliance can result in fines of up to $35,000, up from the previous $25,000.
These updates aim to hold airlines accountable while giving passengers stronger recourse and peace of mind. Understanding your travel insurance coverage and your rights as a traveller ensures that you are fully prepared for whatever unexpected events may arise, from medical emergencies to travel disruptions.
At TuGo, our goal is to provide more than insurance—we deliver confidence. By knowing your rights, understanding your responsibilities, and staying informed about the latest regulations, you can travel with assurance that you and your loved ones are protected every step of the way.