Travel insurance is an indispensable tool for travellers—it’s meant to protect people against medical costs from unexpected emergencies, and as passengers, against expenses related to the cancellation, interruption or delay of travel arrangements. As proud members of the Travel Health Insurance Association of Canada (THiA), TuGo’s shared aim is to make sure that submitted travel insurance claims have a fair opportunity to be paid. Apart from offering peace of mind to Canadian travellers, we want to instill confidence in buying travel insurance products by ensuring consumers we support their rights.
Travel Insurance Bill of Rights and Responsibilities
THiA and others across the industry have put together the Travel Insurance Bill of Rights and Responsibilities, with the 4 golden rules of travel insurance at its foundation: know your health, know your trip, know your policy and know your rights.
Here’s a summary of your key Rights and Responsibilities as a traveller. To read the full list, download the PDF here.
You have the right to:
Be informed
You’ll receive your policy documentation and confirmation of coverage outlining the policy terms and conditions whether purchased in person, over the phone or online.
Receive worldwide assistance & toll-free support
You have 24/7 access to the help you need when you need it from your travel insurance provider.
Fair & prompt claims handling
You’ll have a timely and transparent communication process.
Escalate & appeal
You may challenge decisions and request additional reviews with new information.
Confidentiality
You may challenge decisions and request additional reviews with new information.
You have the responsibility to:
Provide accurate information
The travel insurance application needs to be completed accurately. This includes informing the provider about any pre-existing medical conditions you might have.
Understand your policy
Take the time to read and understand your policy. We know it’s a lot to read, but it can mean the difference between getting a claim approved or denied!
Notify your travel insurance provider
Provide prompt and timely communication when a claim situation arises and provide all requested documentation related to your claim including all relevant receipts.
Air Passenger Protection Regulations
Travellers—especially air passengers—are further protected under the newly amended Air Passenger Protection Regulations by the Canadian Transportation Agency (CTA), which came into full effect in February 2025. These changes enhance and clarify airline obligations for flights to, from, and within Canada, providing stronger protections and enforcement.
Here are some of the most impactful updates:
- Improved transparency requirements:
Airlines must now communicate passengers’ rights more clearly and in plain language, including specific reasons for delays and cancellations. - Compensation for delays and cancellations:
Passengers may now receive up to $1,200 (previously $1,000) for controllable delays and cancellations not related to safety concerns. - Denied boarding compensation:
If boarding is denied for reasons within an airline’s control (e.g., overbooking), compensation may now reach $2,800. - Mandatory rebooking and refunds:
If delays exceed 3 hours, airlines must rebook passengers on the next available flight—including on a competing airline at no extra cost—if their own flight is unavailable within a reasonable time frame. - Tarmac delays:
Passengers must be allowed to disembark after 3 hours if takeoff is not imminent and it’s safe to do so. Additional requirements for onboard care now apply during lengthy delays. - Family seating rights:
Children under 14 must be seated near an accompanying adult—free of charge, with stricter enforcement now in place. - Baggage rights and refunds:
Clearer refund procedures are now mandated for lost or damaged baggage, including automatic refund of baggage fees. - New rules for accessibility and musical instruments:
Airlines must publish transparent policies for the carriage of mobility aids and musical instruments, with fines of up to $35,000 for non-compliance (increased from $25,000).
These 2025 updates aim to hold airlines more accountable and empower passengers with stronger legal recourse. For the complete list of new rules, visit the CTA’s website or stay tuned to our blog for any new updates.
Safe travels,
Marie