Good2Go Travel Insurance

Read the latest reviews before buying! – Do not trust this bunch of Weasels! I took out a very expensive policy supposedly their top "Gold". We were in the USA prior to Coronavirus and due to come back on 26th April 2020. That flight was cancelled as were subsequent flights then we were informed that we couldn't fly out of the Airport or fly into the original one. We had to catch a plane… Read more

from a different Airport and land at Heathrow obviously this cost a lot of money, but at least we thought we would be insured on our excellent policy which I hasten to add we purchased in June 2019 taking out natural catastrophes as an added extra. Well before Covid19 was invented! However they won't pay out a penny. Zilch, Nada, Nothing! This policy cost me 650 I would have expected the best. DO NOT BUY A POLICY!

Terrible company – They have just left an 88 year old man in Corfu with a broken hip. Despicable company who ignore all liability and just use the defence of outlasting you. If this review gets through never use them. Show details

Don’t Go with Good2Go Travel Insurance/AIG – Two reasons not to go with Good2G0 Travel Insurance /AIG: 1. Appalling Customer Service 2. Failure to payout on claims Customer Service: My Insurance claim was initially lodged with AIG on 8th April, with an acknowledgement of lodgement of the claim nine days later and a request for further information. This was supplied the following day. On… Read more

the 6th May I emailed AIG for an update on the processing of my claim. AIG replied with a request for further information. On the 8th May I replied with additional information. On the 17th and 25th May I emailed requesting an update on the progress of my claim. Both of these emails were unanswered. On the 29th May (3 weeks without any communication from AIG), I decided to call their complaints phone line to complain about the lack of response from AIG. I spent 2 hours and 10 minutes on HOLD listening to barely audible classical music with a message (repeated every 3 minutes) that my call would be “answered shortly”. On 4th June I lodged an online complaint regarding the poor customer service and 11days later I received an acknowledgement of the receipt of my complaint. I was advised that I would receive a response to my complaint within 15 business days, but have never received any response. My claim was finally settled on 14th August, over 4 months after being lodged, after being reviewed by the Internal Disputes Committee. However, I am still waiting for a full explanation as to how the Internal Disputes Committee arrived at its decision.

Failure to payout on claims: My insurance claim involved two components – several APT Tours in South America which were cancelled on 14th March 2020, and an Emergency return Airline flight ($7,400.00) from Buenos Aires to Brisbane on16th March 2020. I arrived in Buenos Aires after completing a cruise and was scheduled to commence the APT Tours on the 15th March. On arrival in Buenos Aires, ship passengers were advised that the Argentinian government would not allow passengers to freely disembark, and all passengers were transported directly to the airport, regardless of any ongoing travel arrangements. Initially AIG paid out on the Emergency return flight to Brisbane ($7,400) as a Cancellation expense, when in fact it was an Additional expense to the cancelled APT Tours costs. When I claimed for the unrecoverable costs from the APT tours the AIG refund was discounted by the cost of the Emergency return flight, leaving me with an out of pocket expense of $7,400.00. When I disputed this AIG referred the matter to their Internal Disputes Committee (13th August 2020), which not surprisingly supported AIG’s initial decision. As of 23rd August, I am still waiting for a full explanation as to how the Internal Disputes Committee arrived at its decision.

I will not be purchasing any future Good2Go/AIG travel insurance policies ever again.

Great, good service – Made a claim for lost property as soon as I got back from my trip, lodged a claim with all the paperwork, one week later received an email stating that my claim has been approved and will be paid to me within 3-7 business days. Perfect! Only inconvenience is that you need manually fill in and sign a claim form and email/post to them. Thanks G2G/AIG Show details

A super competitive fee – I compared several recommended policies and the price bumped up by hundreds of dollars when I selected winter sports but here it was included. It's Choice magazines best buy too. Show details

Terrific - Just what we were looking for – Policy was easily arranged over the net and best value after comparing other products. Had to make a claim for a camera which was promptly managed and payed out. Excellent customer service. Show details

Clarification of policy coverage – I rang Good To Go insurance to get some clarification around cancellation costs and medical coverage in the event our family traveling to the USA and Mexico contracted Coronavirus there or had to cancel because it was unsafe to travel. We purchased the insurance policy before the cut off date as an known event . The customer service rep just… Read more

read the policy wording to me (which I had already read) and said until a claim was made I could not get a definitive answer. I stated people traveling on the same trip with other travel insurance companies were able to be told they were covered for medical costs relating to Coronavirus and whether cancellation costs were or were not covered. He said he couldn’t comment on other travel insurance companies and when I mentioned the cut off date of known event he was very quick to say it would need to be considered and not a given. I feel very uneasy using this travel insurance now and I am doubting my choice. I took this insurance out because I thought it was comprehensive but now I feel like I have made a bad choice. I travel quite a bit and this was the first time I chose Good 2 Go but it will be my last. You take out travel insurance for peace of mind and I don’t have that. I certainly hope if something does go wrong that I get a much better level of service and don’t have to jump through hoops.

Terrible customer service. Based in Malaysia, is actually AIG – We had problem after problem with this company (that is actually AIG). Right from the beginning all they did was copy and paste policies and never actually respond to questions. They are based in Malaysia, not Australia. When my partner got acutely Ill, they were terrible. I never once spoke to the same person. Each time I spoke to someone they… Read more

offered me different advice. It wasn’t until I threatened to complain that I spoke to the same person. They then sent us documents for the doctor to fill out (which we should have been told right from the beginning). AND they had someone else’s name and policy number on them!

We had advice from a doctor and cardiologist, and they offered us contradicting advice which would have severely impacted on my partners health.

We’ve just lodged a claim but have no idea if they’ll cover the thousands and thousands of dollars spent.

My advice- don’t do it! If it’s a matter of dollars- spend a little extra. Don’t make your holiday as stressful as ours.

Easy to buy, but no discount offered even though I'm a repeat annual policy customer – It is a good value policy and Choice review gives me confidence that if I need to claim, it should be easy too. But, my current annual policy expires on 18 July, we are travelling on 30 June and returning in early August - so I need to buy a new annual policy before we go - no discount offered even though there is an overlap and it is the third… Read more

annual policy I've purchased. The website 'buy policy' page has a promo code box but I was advised by phone that no promos are currently available.

Used to be a good insurance cover for over 70. No Australian staff to communicate when booking – No Australian staff to communicate when booking. Travel insurance for mature age group has seem to have dump it to another company. Prices were fair and reasonable but not any more. Very disappointed. Shows it doesn't award loyalty anymore. Show details

Great Value – So easy to purchase my policy online. I've just purchased a multi trip policy. The best value from the different insurers I looked at. I have used this company a number of times now. Peace of mind. Show details

Excellent policy – Just took out a multi trip policy; it is an excellent policy provided you do not have any pre-existing medical conditions as per their wording. Feels good dealing with a well-known underwriter. Show details

Efficient and professional service – Our claim was dealt with in a timely and professional manner. I was very happy with the service provided and would use them again. Also, the premiums were very affordable for our large family with adult children travelling together. Show details

Pre trip review – This review is a pre-trip review.....The application was simple and clear. Will do a follow up review upon return from trip. Good value policy. Easiest policy purchase to date. Cheers Ad Show details

Easy claim process – My son had a medical issue while in Bali and we had to delay flying home. When we got back I submitted our claim online and 2 weeks later it had been dealt with and we had been paid. They didn't even ask for more information. Easy, quick, no fuss process. Show details

Terrible when making a claim – Used good2go because they had the cheapest travel insurance. But when I made a claim for cancelled flights, all of the evidence I provided was "insufficient", including a letter from the airline, unused boarding passes and credit card statements. They also were very slow with their email communication and extremely unhelpful  Show details

Rubbish website – Couldn't fill in the countries easily, there was no drop down menu or search function, and when you attempt to search the box becomes blank!  Show details

Customer service officer obstructed claim – I recommend against purchasing a Good2Go travel insurance policy. The customer service person I spoke to when attempting to lodge a claim for dental treatment after accidentally chipping a tooth was vague and failed to explain whether I was covered under the policy. She failed to explain the basics of lodging a claim and referred to ‘the report’… Read more

without explaining what said report was. The lack of basic knowledge of this employee and her lack of empathy and customer service focus was apparent. Ultimately I did not lodge a claim as the process was convoluted and I had no confidence in the ability of staff to assist me in processing a claim in a timely manner. The next time I travel overseas I will be looking to other insurers who value their customers more.

Easy navigation of website – Straightforward process to get insurance when I left it nearly too late. I clarified the existing health problems and found I didn't need anything extra so I booked the insurance. It was competitive and I left feeling much better.  Show details

Confusing policy conditions/clauses – Before taking out travel insurance I tried to get a clarification of whether I would be covered for the cost of a return flight from the UK to Australia if I missed my Qantas flight due to the late arrival of my Jet 2 flight from the Canary Islands. I.e If I missed my connection through no fault of my own. The PDS exclusion D14 seems to say that I… Read more

would not be covered BUT the PDS clause G4 seems to contradict this.

After spending some time trying to get a clarification from the representative it was still unclear and the "standard" answer was that they can't/won't comment on hypothetical cases. These clauses seem to be the same on other insurance companies conditions. Very frustrating! My interpretation is that If I missed my connection I would have to try to get the Airline at fault to pay for the UK/Aus return flight. If they would Not pay then Good2 go might pay such a claim. Not much fun if I was stuck in the Uk trying to resolve this at the airport and trying to decide whether to cough up the cost for a return flight or try to haggle with the airlines and good2go and get a decision.

I decided to go with Good2go as all other insurers seem to have the same clauses and lack of clarity. Fingers crossed that this scenario does not occur.

BAD Customer Service – I recently purchased a long-term Good 2 Go travel insurance only because of the Choice recommendations. 3 days ago I sent them a query relating the Product Disclosure Statement. I asked them if it's possible to post the PDS directly to my postal address instead of emailing it. I am yet to receive a response from them ...despite emailing the same… Read more

query 2nd time.

I am a frequent traveller and used other insurance providers before their response was always pretty much immediate. I have never had an experience with other insurance companies taking so long to respond to their NEW customer!!!

BAD CUSTOMER SERVICE!!!!

$A100 just to assess pre-existing health conditions? Am I reading this right? – Was impressed by Choice review and all ready to go until I discovered that they charge $100 to assess existing health conditions. Was prepared for increased premium but this seems over the top. No one else seems to impose this additional charge so will look elsewhere.  Show details

Great Company highly recommend for snow holiday insurance – As many who purchase travel insurance, you never really know how good a company is until something goes wrong. I cannot fault Good 2 Go! We had to make a claim after having to cut our trip short. Not only did they refund our medical and pharmacy bills they also refunded unused ski lift passe we had purchased. I would highly recommend this company to any who are looking a travel insurance especially if going skiing.  Show details ·  1

Best value for heaps of extras – I have a very bad experience with another popular provider when my son got sick 2 days before our trip and lost close to $6k so after that I spent hours comparing policies, limits to covers etc using pds descriptions etc. this came out far superior and cheaper, so have had last 3 trips with them. Thankfully no claim at this stage so hopefully they would pull through here too!  Show details ·  1

Not at all helpful when you need them most – Very disappointed. Decided to try a new insurance company- regret decision. Called company to discuss what was covered. Asked if injury as a result of snow sport was covered & was told it was an unlimited dollar amount. Paid extra. Purchased insurance. Unfortunately injury occurred on second to last day of holiday, surgery required & they would… Read more

not cover it as we had scans & second opinion back in Australia after being told in the US that all was clear. Policy wording means that no matter what, injury occurred during the policy dates would not be covered even though injury occurred overseas during policy dates. This information can't be known until injury actually occurs & you ask for help & all they do on the claims line is recite policy wording at you which basically tells you that you're a sucker & paid money for nothing. The only way we could have had medical paid for was to have it all overseas which means have a doctors appontment with refferal, X-rays, ultra sound, follow up doctors appointment, book in for surgery, have surgery then surgery recovery all that same day. Impossible. Wishing we stayed with our old insurer & now we are stuck, out of work, thousands of dollars in surgery & not $1 can be claimed to surgery or recovery because it happened on the second to last day of cover. Gutted. Stuck. Disappointed. In total disbelief. Loss of wages works out to average of $80 per week over 5 weeks. Absolutely played by an insurance company who only cares about money & ensures wording protects them from helping people like us who thought we were doing the right thing, trusted them, thought we were protected under their policy but arent.

Made payment - no confirmation email! – I entered all my details for six months cover, listing all the countries i would travel to and proceeded to make payment. Once my credit card information was entered i was promptly redirected to their home page. I did not see any form of acceptance or completion of my application. I then expected to get a confirmation email... that never came. I… Read more

considered the fact it was a Friday and maybe i would not get an email until Monday as they don't work on the weekends, however still nothing. Not only had i entered my credit card, but also personal information onto this website. I think my concern for who may have access to said information was justified, especially with scams a fraud becoming a major issue for many people.

I then decided to call the company, the wait to talk to someone was tolerable, however all the agent could tell me was to check my bank details to see if money had been taken out. She searched for my name and said that i didn't have a policy active with them either. Her only advice was to then go back to the website and try again. I am not sure if i really want to have to deal with the uncertainty again, as well as making me nervous if i do have to claim anything.

Not at all helpful when it comes to pre exisitng medical conditions – I completed the steps to get a quote for a policy & when it comes to pre-existing medical conditions you need to call them, which takes you through to AIG, the service assistant I got on the phone was very condescending as & could not understand how the payment would work for an administrative charge of $100, which would be applicable if the… Read more

report was created, however I am only at the stage of requiring a quote, I advised that I have looked at several policies already from the choice recommended list & that some policies will also add on an extra premium, so I was asking if this would be the case, the person on the phone kept repeating the same thing over again without answering my questions, I ended up hanging up the phone politely. I would not recommend this company to anyone, based on the poor service provided by their underwriter & the difficulty which will be encountered by anyone with a pre-existing medical condition, which is terrible as they have such a high rating from Choice

Entering details – I could not enter my address as it normally appears. The online form would not accept / or - . My address is normally written as 2/12-16 English St so had to modify so it could be accepted. Otherwise all good. Cheers, Neil Thomas  Show details

Surprised to say the least – Couldn't use the website, clumsy way of listing countries visited, form didn't work for me, so rang, no one to take call, message offered a call back, a week later and I am still waiting....  Show details

Great Aussie Insurance Company – This is the third travel insurance policy that I have taken out with Good2Go. Their policies are easy to set up, excellent value and cover all of the necessary items that a traveller requires.  Show details

Good2Go Came Through For Us – Senior travellers who had to cancel a trip close to departure due to a family illness. Been travelling overseas regularly for 20 years with no claims..Filled out the claim forms we downloaded, posted them off and were surprised to be sent a list asking for further information that included requests for items that we had already sent which made us… Read more

suspicious. However, after supplying all information our claim was settled about 2 weeks later. The Good2Go operation is part of a US AIG parent company so we were not really annoyed by the additional information required as these days there are lots of scams and scams work both ways.

We bought the policy on the net and the claims process was followed through on the net. No phone calls at all. Will use Good2Go next trip. Travel insurance is expensive for healthy seniors. No more multi trip policies for us as we are now forced to take out individual trip insurance which is unfair in our opinion for fit and healthy senior travellers.

Incorrect Insurance Certificate - Can't get basics right!! – On 11th Dec afternoon, I bought travel insurance on line with good2go insurance for my daughter travelling to India tomorrow. After filling in the correct details and making the payment I received the insurance certificate via email and I was horrified to see that many regions and countries such as China, Russia and Ireland were listed on the… Read more

certificate but not India where my daughter was travelling to!! I immediately rang the customer service number and the customer service person said that there is a fault in the system and that he is unable to correct the insurance certificate but will send us an email to say that the certificate is valid for travel to India. No email was received for nearly 2 hours. We rang customer service again and waited for more than 30 minutes but no one answered the phone. Precious time wasted in trying to correct an error made by the company. This is shocking that they can't get even the basics right!! What hope have we got with this company which can't even get its online system to issue the correct certificate? We buy travel insurance for peace of mind and when you get a shock even before you have started your travel, there can be no peace of mind!! I have been also in touch with Customer Service Manager and nearly 24 hours later, I am still waiting for the correct certificate even though they say that I am covered for the trip and have apologised. My point is that when I buy insurance on line, I expect to receive the correct certificate and I should not have to waste my precious time chasing the company for the correct certificate!! Shocking!!

Peace of mind always good value over the years – Easy and straight forward set up , I have used Good to Go many times and its always seemed good value ,I always feel secure when I travel that I've chosen the right cover for my needs when I'm away from Australia .  Show details

No explanation for huge price hike – I purchased a multi trip insurance last year and was very satisfied. I have looked to renew the policy for another year and find the price has gone up a huge amount: from $359 to $550. I asked for an explanation, and was just told "it was the price". Looks like a rip-off to me.  Show details

Claimed with no issues – Have used Good2Go insurance for several trips to the US, and have never had to use it. When I recently got food poisoning, they refunded me no problems, I just had to make sure I had all the receipts etc. My only (very minor) complaint is that the claims process was fairly confusing - I called them up, then was given an email for their parent… Read more ·  1

company, as well as a PDF to fill out, and then a different form, then the PDF itself gave me a different email address to send it to. It was all processed with no problems, so not a big deal, but an online portal where you can upload documents and log-in to see your coverage and claims would be much better.