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Garbage Insurance do not use this company
The first and only time I will get insurance here. I got the top of the line policy, the policy said, covers $7500 excess on rental vehicle, however the only vehicle that was covered is a sedan, I had a camper with minor damage to a window. No where was there any mention in the lead up to buying the policy that said a specific type of vehicle. There is a clause buried in the product description that describes the vehicles covered, this only list sedans as a covered vehicle. There was no * next to the excess cover to indicate I should check if c...onditions apply. The statement the company made was rental vehicle excess cover, not excess cover for sedans only. I do not recommend this company for any type of travel insurance, if this is how they offer insurance they will be out of business in no time.
$12.80 cents back
Please do not use insureandgo. I payed $186 dollars for my trip to Thailand in 2019 for gold travel insurance 9 months before covid 19. And when my trip got cancelled insureandgo only were prepared to give myself back $12.60 cents credit back,not my $ 186 dollars which i already payed. They are a total disgrace of a company.
This was the first time we have used this company and choose it because it was CHOICE reccomended at the time! We took this insurance out for a special European trip, which we unfortunately had to cancel due to COVID. They were unprofessional, disinterested, repetitive in their requests for Information. Constantly asking for information that had already been emailed. Finally after many months and many phone calls we received a letter advising they were only prepared to pay a few hundred dollars in settlement of our claim!
Purchased policy in September 2019 for travel in June/July 2020.
Claim denied stating that I should have accepted travel vouchers. I have no intention of travelling in the future and made this clear to insureandgo at first contact email. I provided official cancellation letters from hotels stating nonrefunded amount. I have no vouchers and do not intent to travel. Jumped through all the hoops only to have legimate claim denied.
Insure and go have been dodgy from the beginning. In my first phone call I was encouraged to travel to Italy despi...
I have used Insureandgo a number of times for both domestic and international travel. Their online application is easy and their prices are competitive. Fortunately on those earlier trips I did not need to claim. This time was different when I had to cancel my round the world trip due to the COVID pandemic. Despite fighting for and receiving refunds for almost all of my trip I am left almost a year later with insureandgo refusing to process my claim for the 2k I could not recover. I paid over $900 more than two years ago but have been met with a stubborn refusal to read or respond to my emails. Great travel insurance..unless you need to claim.
Thank goodness for AFCA
It is to be hoped that Insure&Go doesn’t have the word “integrity” in its Mission Statement!
After almost 4 months since my travel insurance claim (approx. $5k) was lodged and the ensuing 2-stage process of MAPFRE complaint/dispute assessment after rejection, I&G has paid. The policy included cancellation due to pandemics. The insurance company stated that I should have accepted vouchers/credits even though I had stated that we were not intending to travel internationally post-Covid, and that the policy period was for an event with end-date.
I can only assume that my genuine and earlier threat to refer the claim to the AFCA (ombudsman, arbitrator) was the factor, so I&G probably used the “try-on” first. So “buyer beware” of this company!
The policy was great value. My wife had a brain bleed whilst overseas in Japan and had emergency surgery to take part of the scull out. Insureandgo made sure that the financial side of things were being sorted which was a relief to me as I was concentrating on my wife’s injury. When the time came to fly out Insureandgo paid the hospital bill so we could go home to Australia. When we got back home they had paid me out for all my bills within 2 weeks of returning. I recommend InsureandGo to everyone who is going overseas.
Exactly why insurance companies get a bad reputation.
We booked and paid for a trip through parts of Europe and the UK, taking out a policy with InsureandGo well before covid 19 struck. When it did, our trip was cancelled by each of the service providers and tour operators. They offered us a partial refund or alternatively offered credits for future travel. As we were unsure that the pandemic would be over by the travel vouchers' expiry dates, we opted to accept the partial refund and claimed the balance from Insure and Go. Our claim was originally denied because they said WE cancelled the trip, w...hich is not true, it was the service providers who cancelled. We sent all the relevant documents to substantiate our claim but they would not budge. They then made the argument that we had not taken proper steps to minimise our loss by accepting a partial refund instead of the vouchers. We therefore forfeited our right to insurance coverage. We tried explaining over and over that the travel vouchers were essentially worthless to us as none of the providers operated domestically in Australia and we were unable to travel to Europe to use them by their expiry date. This was completely ignored and they kept repeating that we had not minimised our loss by accepting them. After some months and a long convoluted email trail we were advised that we could contact their disputes department if we didn't agree with their judgement. We did so and unsurprisingly, the original judgement stood. We then contacted AFCA, the Australian Financial Complaints Authority. AFCA were brilliant, they put our case to InsureandGo and within a few weeks, they had a change of heart and our trip money, minus the excess, was paid into our bank account. Frankly, the only reason I gave this company one star is because I can't give them none. The least expensive insurance is not always the best, I will NEVER use this company again and if anybody else is having the same issues with InsureandGo (and it appears that there are many) please do yourself a favour and contact AFCA instead of riding their merry-go-round.
All good until you need a genuine claim.
Assured by staff over the phone twice before leaving Sydney we were covered for pandemic, so this conversation should have been recorded. Trip curtailment due to pandemic after we had left Singapore, yes they paid partial refund of airfare back from quarantine in WA to Sydney under duress. Have claimed for cruise balance not used and they cannot even respond. Never use this company again, customer service is just emails stating why they couldn’t even pay airfare home. Never recommend to anyone.
Despite purchasing our travel insurance in early 2019, when we requested a refund of the policy amount due to Covid cancelling our trip, we were offered $42 of the over $200 we paid for the policy. This is despite the fact the company did absolutely nothing for us when our trip was cancelled. We organised all our refunds through P and O, who were brilliant. If this Insurance company acts in this way over a refund of the policy amount, I believe they would be terrible to try to obtain a claim payment from. We've used the company a number of times before, needless to say we won't be using them again.
Penny-pinching is a bad look.
We requested a refund due to Covid cancelling our trip. First we were told no refund was possible, despite no claim being made on the policy, which was purchased months before the Pandemic. Now they're offering less than 25% of the premium as a refund. Penny-pinching in this way doesn't bode well if you need to make a claim, so we won't be insuring with them again now that we're rebooking our trip.
Pre covid purchase, expect to receive only approximately 2 thirds of purchase price.
Pre covid travel insurance purchase, expect to receive only approximately 2 thirds of purchase price. Obviously we will not choose this company for future travel. Text requires more words so blah blah blah.
No trip but don't expect a full premium refund
We booked an International Gold insurance plan on January 12, before the COVID 19 travel restrictions were even mooted, for US travel in September 2020.
Obviously the trip had to be abandoned which we advised to the company over 3 months prior to scheduled departure date.
However, despite the trip never having been taken, and no claim having been made on the policy, they refuse to provide a full refund of the $316 premium, offering only a 75% pro-rata refund. They have given no satisfactory reason why this is so, and will no longer discuss the issue.
I will never use or recommend this company again.
We bought the gold option for an international trip to japan in December...before Covid was announced. The trip was supposed to go ahead in March and was in peak cherry blossom season. The company cancelled a few days before we were to embark. I rang Insure and go. and was told to check out the companies involved first and then they would make up the difference. I did that ... taking months to get answers. I rang again Insure and go... waiting an hour and a half to speak to someone. The woman gave me details and we sent in the necessary paper ...work...more hours to collect.then the waiting game for other companies. Then we got an email from insure and go saying if we didn't do anything our policy would be terminated. We heard from one company and got about one third of our money. We sent that information to Insure and Go then they requested more paper work and THEN an email arrived saying Insure and go would not pay anything. Iam retired and this was to be a lifelong dream of a trip for my husband and me. Now we have a little to travel with as the travel insurance was worth nothing but hours of collecting paper work and phone calls. Don't use this company!!! ... we are so disappointed and feel we wasted our money to buy a gold policy which was supposed to cover the trip.
I canceled my trip 1 month before going because of covid, not my choice travel company canceled. Wanted to change dates but NO, they gave me a $77 refund on next trip , i paid $280 . Never again would i insurance with them again . I travel alot but . Rip of company
Questions & Answers
Are we covered if our trip is cancelled due to cyclone activity? (Trip to North Qld island upcoming)
Hello JMH, I do apologise your question was missed.
When you purchase a domestic policy with InsureandGo, you do have the option to purchase our Natural Disaster Upgrade, which provides Cancellation Cover prior to departure, if you cannot travel because a natural disaster has caused your travel service provider to cancel your pre-paid service and does not provide an alternative. This does not include natural disasters which were known at the time of purchasing this insurance however. Do let us know if this does not answer your question.
Hi i purchased a 12 month policy in 2019 ( long before COVID) and when i login to obtain a refund i only receive a much lesser amount. Can you please advise why.
I'm not sure why your question was sent to me Maureen, but I can only advise that you ask InsureandGo for an explanation. If you're not satisfied with their answer then by all means, take it further. AFCA were successful in their intervention on my behalf but they do explain that they assess each case on individual merits. Good luck.
Hi Maureen, thanks for getting in touch.
The amount you can see in your account is the pro rata credit amount we are offering.
We cannot offer a 100% refund, because the policy was already providing cover, and being used up from the day it was purchased. Therefore since it a partially used, we are offering to partially refund it.
The pro-rata refund is based on how much of the policy was 'used up', essentially. Insurance is based on risk, and from the time you purchased your policy, we covered risk, such as "cancellation before departure" cover. This covers costs of your trip in case you need to cancel your trip before you leave due to unforeseen injury, for example.
Your policy was providing you with cover before your travel start date or the date on which you cancelled it – as mentioned above, in fact it was providing cover from the time it was purchased. So if, between purchasing your policy and your travel start date, you had needed to cancel your trip due to unforeseen illness or injury, you would have been able to claim.
In order to fairly work out what proportion of your policy was used in providing "cancellation before departure" cover, and thus, calculate the amount you are owed in refund, we used a formula that we apply to all customers. This calculation method is in line with the one laid out by the unbiased complaints authority body, The Australian Financial Complaints Authority (AFCA). Please see their guideline formula here:
Thanks for your input too, G. Matheson. For the benefit of other customers, I would like to confirm that whilst your AFCA claim was approved, as you say, each case is judged based on its own unique merits, and AFCA claims do not guarantee a finding in your favour.
Anna, I am following your instructions as you sent to Caryl (below), but after logging into my account and entering the “credit request”, I cannot see the amount of my pro rata credit as you suggested. Is it only displayed after entering “I accept”? If so, how can I get the amount displayed before pressing “I accept”? Also, can you confirm the pro rata credits apply to Gold Cruise policies?
Dear Warren, I'm sorry if the amount is not showing in your account at the first stage of the process. I will send you a private message with some specific instructions on seeing the amount, and I will discuss in more detail validity period. Thanks, Anna
Get an answer from our members and InsureandGo Australia representatives
|Category||Travel Insurance||Travel Insurance||Travel Insurance||Travel Insurance|
|Underwriter||Mitsui Sumitomo||Mitsui Sumitomo||Mitsui Sumitomo||Mitsui Sumitomo|
|Maximum Age Covered||79 years old||100 years old||100 years old||79 years old|
|Overseas Emergency Assistance||Not Included||Not Included||Not Included||Unlimited|
|Accidental Death||Not Included||$15,000||$15,000||Not Included|
|Emergency Dental||Not Included||Not Included||Not Included||$500|
|Pregnancy (max weeks)||Not Included||Not Included||Not Included||32 weeks|
|Resumption of Journey||Not Included||Not Included||$3,000||Not Included|
|Hospital Cash Allowance||Not Included||Not Included||Not Included||Not Included|
|Overseas Emergency Medical & Hospital Expenses||Not Included||Not Included||Not Included||Unlimited|
|Loss of Income||Not Included||Not Included||Not Included||Not Included|
|Permanent Disability||Not Included||$15,000||$15,000||Not Included|
|Luggage & Personal Effects|
|Theft of Cash||Not Included||$250||$500||Not Included|
|Delayed Luggage||Not Included||$250||$500||Not Included|
|Credit Card Fraud||Not Included||Not Included||Not Included||Not Included|
|Travel Documents / Passport||Not Included||Not Included||Not Included||Not Included|
|Maximum Single Item Limit||$500 (single article/set of items)||$2,000 (electronic devices), $500 (single article/set of items)||$3,000 (electronic devices), $750 (single article/set of items)||$500 (single article/set of items)|
|Luggage & Personal Effects||$2,000 (excluding laptops, tablets, mobile phones, cameras and video cameras)||$5,000||$8,000||$2,000 (excluding electronic devices and valuables)|
|Rental Vehicle Excess||Not Included||$4,000||$7,500||Not Included|
|Motorbike / Moped Coverage||Not Included||Not Included||Not Included||Not Included|
|Domestic Pet Care||Not Included||Not Included||Not Included||Not Included|
|Special Activities Packages|
|Golf||Optional Extra||Optional Extra||Optional Extra||Optional Extra|
|Cruise||Not Included||Not Included||Not Included||Included|
|Adventure||Not Included||Not Included||Not Included||Included|
|Snow / Ski||Optional Extra||Optional Extra||Optional Extra||Optional Extra|
|Manual||Download manual||Download manual||Download manual||Download manual||Download manual||Download manual||Download manual||Download manual||Download manual|
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