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InsureandGo Australia
4.1 from 4,557 reviews

Reviews

(2,495)
(1,123)
(244)
(144)
(551)
  • Value for Money
    4.1 (1,278)
  • Transparency
    3.9 (896)
  • Customer Service
    4.0 (1,126)
Leanne

LeannePerth, WA

Charge fee for no service.

published

Flight cancelled due to the virus. No refund as it was outside the 14 days cool-off period. They would NOT give a refund. How is this possible? This is charging a fee for no service. I will not be using them again.

Transparency
Customer Service
Value for Money
DestinationEast Asia (e.g. China, Japan, South Korea)
Claim MadeNo
Insurance Cover ForSenior
See all answers
Mickey

Mickey

  • 3 reviews

Will not budge on cancelled trip offer to future credit.

published

All Clear which is part of Insure and Go have been terrible in making excuse after excuse to take our travel insurance premium even though our trip was cancelled and made NO claims. We were told we could transfer our policy ( plus some fees ) to a new trip later in the year, but today declined flat. Very poor company and totally untrustworthy. Have lost our business forever, costing them far more than the latest premium. What a stupid way to do business...annoy people...lose future business and drive customers to look for ETHICAL companies, if there are any in this business. Plain DUMB.

Transparency
Customer Service
Value for Money
DestinationPacific Islands (e.g. Fiji, Vanuatu)
Claim MadeNo
Insurance Cover ForAdult
See all answers
Stephanie B.

Stephanie B.

  • 2 reviews

Do Not purchase insurance from Insure & Go

published

Purchased a policy for our Bali Trip in May, Due to the Covid-19 Pandemic all international travel is banned. Contacted Insure & Go to transfer my policy and was told that ''They aren't offering transfers due to the travel ban being enforced on the 18th March'. How does this make sense? If the travel ban wasn't enforced we would still be travelling!! Worst customer service & terrible ethics for a company. Don't waste your time!

Transparency
Customer Service
Value for Money
DestinationSouth-East Asia (e.g. Bali, Vietnam, Thailand)
Claim MadeNo
Insurance Cover ForAdult
See all answers
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Brian

Brian

  • 2 reviews

Scam artists

published

Been trying to claim for missed ports on my cruise back in Dec due to natural disasters. My friends in the same cabin and who went through the same experience were all refunded by different insurance companies. This company refuses to pay out, claiming that since the boat was docked (delayed) in one port, it would not count the ports I missed. My rebuttal letter was pretty much ignored by them. Been chasing this up for months now but I wont stop.

Transparency
Customer Service
Value for Money
DestinationNew Zealand
Claim MadeYes
Claim Resolution Time3+ months
Claim DateJanuary 2020
Claim ApprovedNo
Insurance Cover ForAdult
See all answers
1 comment
InsureandGo Australia
Anna J.InsureandGo Australia
Jason

JasonSouth East Queensland, QLD

  • 4 reviews

Absolute Thieves!!!

published

Won't give refunds or credit for policies purchased which are now not needed due to the world epidemic COVID-19 and international travel is now stopped. Won't ever use again. Parasites !!!!

Transparency
Customer Service
Value for Money
DestinationEast Asia (e.g. China, Japan, South Korea)
Claim MadeNo
Insurance Cover ForAdult
See all answers
1 comment
InsureandGo Australia
Anna J.InsureandGo Australia
Bob M

Bob MHunter Region, NSW

Total Rip Off

published
Transparency
Customer Service
Value for Money
DestinationNorth America (inc. Hawaii)
Claim MadeNo
Insurance Cover ForSenior
See all answers
1 comment
InsureandGo Australia
Anna J.InsureandGo Australia
Gail

GailMetropolitan Adelaide, SA

  • 2 reviews

Rip off merchants!!!! Do not book insurance with Insure and go.

published
Transparency
Customer Service
Value for Money
DestinationEurope
Claim MadeYes
Type of ClaimTravel Delays/Cancellations
Claim Resolution Time2-4 weeks
Claim ApprovedYes
Insurance Cover ForAdult and Child
See all answers
Helen R.

Helen R.

  • 3 reviews

What a Bunch of Pirates!!!

published

Our holiday to Bali in September had to be cancelled because of the global pandemic. Agoda gave us a full refund for our accomodation, Jetstar gave us credits for our flights (to be used in the future) and then I contacted this bunch of pirates to cancel our travel insurance, which obviously we can't use now and their reply? Sorry but you get zip back from us despite the insurance not being used! It was $128.50 for the gold policy and I want it back. I will be taking this up with the department of fair trading once the pandemic is over, of that they can be certain and I will never use this company again! :(

Transparency
Customer Service
Value for Money
DestinationSouth-East Asia (e.g. Bali, Vietnam, Thailand)
Claim MadeNo
Insurance Cover ForAdult
See all answers
1 comment
InsureandGo Australia
Anna J.InsureandGo Australia
Kathryn M.

Kathryn M.Murray Region, NSW

absolutely crap

published

so the policy was pretty good, covered all the things that we may have needed, if our trip went ahead. our trip has been cancelled and we can reschedule with a full refund if needed. Not with insure&go. No refund. No reschedule available. Why, cause we applied for the policy 2 months before sailing, and because the cancellation was requested outside the cooling off period, you feel that it is right that you keep our money?

Transparency
Customer Service
Value for Money
DestinationPacific Islands (e.g. Fiji, Vanuatu)
Claim MadeNo
Insurance Cover ForAdult
See all answers
2 comments
InsureandGo Australia
Anna J.InsureandGo Australia
Kathryn M.
Kathryn M.
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Paul

PaulLaunceston, TAS

Profiteering from pandemic

published

Having booked my first o/s trip to Ireland l paid $270 for travel insurance. When l talked with them about refund / credit for future use l was told to contact complaints dept. Totally unacceptable moral behavior considering what is happening due to corona.Its blatant profiteering and no wonder insurance companies have such a lowly reputation.

Transparency
Customer Service
Value for Money
DestinationEurope
Claim MadeNo
Insurance Cover ForAdult
See all answers
1 comment
InsureandGo Australia
Anna J.InsureandGo Australia
Pamela G

Pamela GGreater Melbourne (Metropolitan), VIC

  • 8 reviews

Never use and take this further..Rip Off .

published

We insured our trip with Insure and Go last year for our trip in May 2020 to USA. We have been lucky and received credits from everyone.(ie) QANTAS, Disney Cruises and other accommodations in USA for 18mths. We paid top dollar for Gold Policy as my husband is over 70. I rang the company and said we are happy to have credit and changed to next year. No. No refund bad luck. Yet if we’d got Coronavirus overseas we would be covered. We would have cost this company more that the $1900 we paid for policy. This is disgusting. We cannot fly on government orders. Yet they take our money. Will take this further. I’m sure many have same problem

Transparency
Customer Service
Value for Money
DestinationNorth America (inc. Hawaii)
Claim MadeNo
Insurance Cover ForSenior
See all answers
8 comments
InsureandGo Australia
Anna J.InsureandGo Australia
Pamela G
Pamela G

Well the form you provide online does not allow for us to fill in applicable details. Why do you need our passport details, medical certificate etc.. no applicable. So how do we submit anything??

Pamela G
Pamela G
Macca

MaccaIllawarra, NSW

  • 2 reviews

Shafted!

published

Like most other reviewers we have been told we have "done our dough" Airlines and tour operators have all offered alternatives. Were repeat customers,note WERE. Unable to give minus rating.
Matter of time before we hear "Class action"

Transparency
Customer Service
Value for Money
DestinationSouth-East Asia (e.g. Bali, Vietnam, Thailand)
Claim MadeNo
Insurance Cover ForSenior
See all answers
1 comment
InsureandGo Australia
Anna J.InsureandGo Australia
Dennis

DennisSouth West, WA

Ripped Off.

published

No refunds available. Absolutely disgusting the way Insureandgo are treating people not being able to get a refund or extension for new travel dates. Do not use this Insurer. Appalling.

Transparency
Customer Service
Value for Money
DestinationEurope
Claim MadeNo
See all answers
1 comment
InsureandGo Australia
Anna J.InsureandGo Australia
Moira

MoiraCanberra Central 2601, ACT

Won’t pay out on death of mother

published

We had to cam so our trip because my mother became seriously ill and passed away the day after we were meant to leave for our overseas trip. InsureandGo have fought me every step of the way, despite receiving signed statements from her oncologist and GP, her death certificate and her entire medical records. The way they have dealt with me has made an awful situation even more traumatic.

Transparency
Customer Service
Value for Money
DestinationNorth America (inc. Hawaii)
Claim MadeYes
Type of ClaimMedical and Other
Claim Resolution Time3+ months
Claim DateJanuary 2020
Claim ApprovedNo
Insurance Cover ForAdult
See all answers
1 comment
InsureandGo Australia
Anna J.InsureandGo Australia
Arthur D

Arthur DSouth East Queensland, QLD

  • 2 reviews
  • 3 likes

Scam!!!!

published
Transparency
Customer Service
Value for Money
DestinationNorth America (inc. Hawaii)
Claim MadeNo
Insurance Cover ForSenior
See all answers
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Bad Customer Service

Bad Customer ServiceMelbourne

  • 4 reviews
  • 4 likes

Insureandgo give us a years credit from departure date or a refund.

published
Transparency
Customer Service
Value for Money
DestinationAustralia and North America (inc. Hawaii)
Claim MadeNo
Insurance Cover ForAdult
See all answers
5 comments
InsureandGo Australia
Anna J.InsureandGo Australia
InsureandGo Australia
Anna J.InsureandGo Australia
Steven K.

Steven K.Central, SA

Insure and Grab. I assure you I am gone. Absolute rip-off during global pandemic.

published

I cannot take my trip to Germany for a wedding in April as there is a global pandemic. Insure and go inform me i cannot be refunded or receive any kind of voucher for the future because I am outside of my 14 day cooling off period. What an horrendous act of in these times. No refund, no voucher, no fault of my own, no service and no money back.

Transparency
Customer Service
Value for Money
DestinationEurope
Claim MadeNo
Insurance Cover ForAdult
See all answers
2 comments
InsureandGo Australia
Anna J.InsureandGo Australia
Steven K.
Steven K.
Julia

JuliaCentral Highlands and Goldfields, VIC

Purchased a policy that's now worthless & no hint of a refund/credit.

published

I purchased a travel insurance policy as a repeat customer from Insure & Go in November 2019 for travel to Italy in July/August 2020 well before the current pandemic. Due to COVID19 travel restrictions I'm unable to use it. Insure & Go have refused to refund or even credit even though I will not be making any claims on the policy. Disgraceful behaviour & in my opinion theft as a service or product was not provided. The excuse provided was the time is now outside of the 14 day cooling off period.....I'm not buying a f%$&ing house!! Will never purchase from them again & would NOT recommend this company.

Transparency
Customer Service
Value for Money
DestinationEurope
Claim MadeNo
Insurance Cover ForAdult
See all answers
2 comments
InsureandGo Australia
Anna J.InsureandGo Australia
Julia
Julia

Thanks Anna. I'll do that but from what I've read from other customers it made no difference. Perhaps I should make a claim on my travel insurance policy for the loss of my travel insurance!!!

Ange

AngeGreater Melbourne (Metropolitan), VIC

no refund even though we are not allowed to travel!

published

Absolutely disgusting as to i cannot get my refund to due to covid 19. In Australia we have restricted travel but it would appear that Insure & Go couldn't care less. Will never use this company again! The review asks where i travelled to? no where. however i cant get my refund! Some consideration from this company would be good!

Transparency
Customer Service
Value for Money
DestinationSouth-East Asia (e.g. Bali, Vietnam, Thailand)
Claim MadeYes
Type of ClaimOther
Claim DateMarch 2020
Claim ApprovedNo
Insurance Cover ForAdult
See all answers
1 comment
InsureandGo Australia
Anna J.InsureandGo Australia
Lisa W

Lisa WSydney, NSW

Would have done No Stars if I could - feeling ripped off

published
Transparency
Customer Service
Value for Money
DestinationAustralia
Claim MadeNo
Insurance Cover ForAdult
See all answers
1 comment
InsureandGo Australia
Anna J.InsureandGo Australia
Page 1 of 228

Questions & Answers

Keith G.

Keith G.asked

International Travel Insurance - Silver Cruise

My policy was purchased 19/2/20. My query is did Insureandgo know when i purchased this worthless policy that due to the pandemic they would not be liable for any claims. In other words they took my money for jam. As far as I am aware the pandemic was declared 31/1/20. I feel that should have been informed at purchase. My cruise dates were from 22/5/20 to 5/6/20. Keith

1 answer
Tony P.
Tony P.

Hi Keith, It's more of, if you did travel and caught the virus that you are not covered. But our dispute is that it doesn't matter when you purchased the policy you haven't traveled yet, We all should be getting a refund. I have read that other travel insurance companies are refunding. As it is not our fault that all travel has been shut down. InsureandGo stand to make thousands of dollars if they do not give everyone back there money. I have put in a formal complaint to the ombudsman now, not just for me but for everyone. I hope you and others can do the same, the more complaints the better chance on getting a refund.

Ellenbee

Ellenbeeasked

InsureandGo Australia

Why will you not cover for trip cancellation when your Silver Cruise PDS states what we are covered for -

Section A Cancelling your trip before departure
i) you cannot travel because if government restrictions after an epidemic

Our travel agent will only offer a credit note less $1300 rebooking fee and we DO NOT wish to travel at any future date.

I will be lodging a complaint with office of fair trading
Leigh

8 answers
InsureandGo Australia
Anna J.InsureandGo Australia

Hi Leigh, if this is a COVID-19 related question, I'm afraid that if you purchased your policy after 4:00pm on 31st January, there is an exclusion for claims related to coronavirus, as by this point it was a known event, and it would be expected that the policy was entered into with a knowledge of the situation. We communicated this through a travel alert, linked to in the orange bar at the top of the website. Please see the below link (original post) for more information:
https://www.insureandgo.com.au/travel-alerts/global-coronavirus-outbreak.jsp

More up to date information can be found below:
https://www.insureandgo.com.au/travel-alerts.jsp

To formally lodge a complaint and request an investigation of your case, please email complaints@insureandgo.com.au with your policy number.

Thanks, Anna

Ellenbee
Ellenbee

Thanks Anna, but my policy was purchased in October 2019. And therefore I should be covered. So why am I not covered? This is not good enough!

Pauline Keays
Pauline Keays

Same here, as well as many other suckers who insured with these unscrupulous thieves. Lodge a complaint with AFCA. Hopefully there will be class action. I will never trust them.

Tania E.

Tania E.asked

InsureandGo Australia

I have a family policy, two of those covered are 17 yr old and the rest are over 18
If i was claiming cancellation for my family of 6 who are all named on the policy is it $100 per person excess?
Does the two 17 yr olds who are covered free under myself also charged the $100 excess?
so would it be $600 ( 6 ppl) or $400 for the 4 adults only and the 2 x 17yr olds are not charged excess?

6 answers

You can not claim for cancellation unless you have a good reason for it and proof. So if you can change the date for when you know, when you can travel again, that's if you booked the policy before 4.30pm on the 31/1/20 that fine. But after that date, forget it you lose your money and policy. I hope this helps.

Arthur D
Arthur D

Booked and paid for Policy Nov 2019 before Corona-virus was known. All travel was ceased and refunds given by booked agencies so of course Insure was not necessary. Insure and Go flatly denied us a refund or even a credit like many other furious customers outlining no cancellation clause

Tania, yep everybody in the same boat, we will lose our policy and money. That's right on insure and go they should be refunding everyone for there future holidays that are booked with them. I am waiting for a call from them as you have probably seen there response to my review that they want to get in contact with me. I have sent them my details in private message. If they get in contact with me in the next couple of days or if they don't and also if I won't be happy with the results when they do call, I will be taking the next step and filing a complaint to the ombudsman, as they have instructed me to do when I called them yesterday. I suggest that every one else should do the same.

Get an answer from our members and InsureandGo Australia representatives

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