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Absolutely rubbish and Crap service- RIP OFF - Do not buy from this company !!!
1 star is not even enough as should be zero..Bought a gold policy for Fiji for 10 days and paid extra for cover as flights were rescheduled due to bad weather in Nadi on 9th Jan so made a claim for out of pocket accommodation. Declined the claim using Covid 19 excuse and absolutely horrible and gutter service. Complained to Financial ombudsman and will not deal again..Zero customer service and a pathetic attitude to email follow responses. Go somewhere and do not bother to buy with this company..
RIP OFF INSURANCE COMPANY
I unfortunately needed to cancel my International Travel Insurance policy due to COVID. My policy cost was around $138 and this company took $50 out of my refund for nothing. YES thats right, they kept $50 of my money for NO REASON.
I would never use this company again RIP OFFS
Even one star isn't bad enough
My objective opinion of this company is to advise potential clients to go elsewhere.
We had comprehensive cover pre-COVID for a trip we couldn't go on because of 2020 lockdowns. InsureandGo not only refused to pay out on our comprehensive cover but refused to let us know of their decision until we threatened action via the Australian Financial Complaints Authority.
Please note, this review process requires an answer about our travel destination. I have therefore indicated a trip to Europe, which was fully booked, but which pandemic travel restrictions did not allow us to take.
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.
Questions & Answers
We are travelling to Uk through Singapore and Munich and then on to USA via Frankfurt to Atlanta, returning to Australia through San Francisco. What are the covid restrictions and test that are required? Email Address is firstname.lastname@example.org. Quote ref 93834361.
Thanks for your help. David
On the 29.2.2020 I took out insurance with Insure and Go for a trip to Antarctica in March 2021. The trip was cancelled and we got a voucher. Are we able to get any of the cost of the premium (or a voucher) back given we are not lodging a claim. Thanks. Paula
Hello Paula, thank you for your question. Please email email@example.com and the team will be able to detail your options.
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.
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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