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Never provided documentation/certificate
I purchased an annual multi-trip policy through paypal. However, when attempting to access the insurance certificate to confirm/finalise coverage, I realised it had never been provided. All requests through every channel fell on deaf ears. Zero response. Zero care. Do not do business with this company
Non transfer of travel insurance
I read the negative reviews of this insurance company with great delight... And look forward to their demise... Having purchased travel insurance on Feb 28th/20 for 30 days. Due COVID-19 flights were rescheduled and then cancelled... Contacted insureand gone informed cannot transfer to later date outside cooling off period... Was asked to do a review of this company, needless to say it was not good... Was advised to contact complaints department, did so, response was, what expenses did I wish claim... My reply was that if my insurance policy co...uld not be used at a later date, that I was claiming the cost of my insurance policy... Needless to say their response... Was... You might have guessed... No response... This company has absolutely no integrity...Regards... Louis Micallef... This review requires a star rating and travel destination... Non travel... To pass I endorse neither.
Non-compliance to code of Practice and no Empathy towards clients
Let me start by saying that I understand InsureandGo have a 14 day cooling off period and usually don't offer refunds on cancellations of policies after that period. HOWEVER, Due to the extenuating circumstances of Covid-19 (Like many many other travellers) our holiday has had to be re-arranged and postponed for at least 12 months or more. I called InsureandGo on the 2/4/2020 to see if I could change/postpone the dates of this policy or preferably get a refund. I have no intention of making a claim with them as all the arrangements and refunds...have already been organised and provided. The consultant just said no to both requests and could not give me a reasonable explanation as to why. As suggested by the consultant, I submitted a complaint on the 2/04/2020 and other than the auto reply I have heard nothing. Their Code of Practice States that they will be in touch within 15 business days (Now 28 business days). I have also phoned as a follow-up on approx 4/5 May and was told that someone from the complaints team would be in touch...Still waiting..that was 8 business days ago. Our policy was expensive and I feel it is really unfair not to be offered options especially as there is now Zero risk for InsureandGo and their underwriter. All the other providers I have dealt with have offered vouchers or full refunds even if non-refundable. We were due to leave Australia on the 7th May. I am going to continue to pursue InsureandGo for a reasonable outcome. (preferably a refund)
- InsureandGo Australia
- Verified customer
No service yet cannot cancel policy
Our July cruise has been cancelled by the cruise company so our holiday has been called off. I rang to cancel our policy and found I cannot get a refund for either holiday(two seperate policies. I will be putting a complaint through to the insurance ombudsman but I also want to warn people about this. I have never known an insurance company that can you cannot get a refund for an unused policy. I had to cancel my mums as well with RACV she has already received a full refund. For a company to be so ruthless in these times we have both lost our jobs and our vacation cancelled I can’t believe they can charge us for a service in the future that is not go Ing to happen.
Another unhappy customer - zero rating
We have used Insure and Go a number of times in the past for overseas travel based on good reviews. We have never had to claim though. We purchased a gold policy for travel to Europe in September costing over $500.
Our flights have been cancelled and we will receive a full refund from Emirates. On contacting your call center to request a refund (like other friends we were traveling who took out travel insurance with other companies) we too were referred to the 14 day cooling off period.
Even though we are not able to claim on this polic...y or to travel due to travel bans, Insure and Go are not even offering a credit to be used later. We have paid for a policy that is of no use, as a customer I have paid for a service that is not being supplied! Will be using another company in the future.
Insure and grab (your money)
The service we have received from Insure and Go has been completely non-existent. We submitted a claim on March 20th and its now May 14th without a single word from claims. Despite having called to follow-up, the call goes to a service centre that promises someone from claims will call you back, it never happens. We are left with the impression that if they ignore us long enough...we may go away.....but we WONT. As a result of the COVID lockdowns, we were forced to leave South America before our trip was due to end. We are now out of pocke...t for emergency airfares. We purchased our policy last year in September, we followed government advice on Smarttraveller website which said it was safe to go to South America and now we want to claim out of pocket for forced cancellation halfway through trip. In addition, Insure and Go has now added another item to their policy regarding COVID related claims after the fact without advising clients. I have the original policy and compared the two, which are identical except for new item 33 under General Exclusions. Even though our claim is not yet rejected, its now 2 months since they received it and not even a BOO from claims. That is appalling service, regardless of the situation. My wife and I will never use them again following this debacle.
NO Travel, NO refund, NO response, Do not use
I purchased travel insurance for myself and husband for a overseas trip to Bali departing early May 20. Due to Covid-19 our flights were cancelled. I was able to cancel our accommodation with No charge. Since we are now not able to travel I rang Insure & Go requesting a refund of the policy but was advised that it was out of the cooling Off policy. I then sent an email to complaints but No response. All I want is my money back. We are not going to be making any claims.
I also went to their website and clicked on credit but they only offer $49 credit when the policy Cost $101.74. So not even half.
Insureand Go I will never use you again and also advise everyone who is looking for travel insurance NOT to use you.
Warning Warning . . . Think Very Carefully Before Buying From This Company
How clever to be still selling "Insureandgo" policies to trusting customers past the cut off date for the pandemic knowing full well you will not be refunding or even giving a credit to your customers!!
We have spent over $2500 dollars on travel insurance for an upcoming trip in June 2020 however it looks as though reading all of these other bad reviews that we will not be receiving a refund or even a credit from this company as on their website it now says that they will not be paying out any policies bought after 31st january 2020.
Horrific service, an absolute disgrace and a blatant rip off.
We purchased a gold policy at over $1200 and like thousands of other travellers had our flights, accommodation and plans cancelled due to Covid 19. We were told by insureandgo that we are not entitled to a refund even though we have not started any part of the trip. We are essentially paying for a product that due to no fault of our own will never be used so ZERO risk for insure and go or the underwriter. I know for a fact that many other insurers have offered full refunds for exact same scenarios. I understand there would be a fee to cover administration costs for cancellations but to refuse a refund is disgusting. I would urge others not to let this go, class action will no doubt be on the cards.
Money scammers at their best!
I purchased travel insurance for our first family overseas trip to Bali back in September 2019 for our trip in June. I have contacted them to see if I could claim my accommodation costs as the resort was only giving an extension of travel, no refund (we don't know how long it will be until we can afford to go on another holiday!) and they said they could not refund us. I said we don't even know when we will be allowed to travel again. I am also worried that if the hotel goes broke then our money will be gone! They said we couldn't claim. I aske...d if we could get a refund on our policy as we can't use the travel insurance at all. They said no as the 14 day cooling off period had already expired. Are you joking me!!!! No one can travel due to the travel ban, so they should be refunding us! So many other travel insurance companies are offering refunds but not this company! I have bought travel insurance before from them but never had to use them. I will never buy again from this company!
- International Travel Insurance - Gold (Single Trip)
- Verified customer
DO NOT WASTE YOUR MONEY !!
Put in a claim for travel 16 /05/2020. For travel to Thailand .Airfares not covered . Told me I can only claim seat allocation charges $160.00 AUS but as there is 3 x pax travelling I would be up for $100.00 excess for each person . How does that work . Will be joking Slater and Gordon in class action against these thieves . Do not waste your money on travel insurance that is not worth the paper it’s written on !!
Like so many others, money paid and when flights cancelled I contacted insurance to cancel (I took my policy out on 2/02/2020 for travel in August) and was told no refund and if I wasn’t happy, email complaints dept. Still waiting to hear, I would have accepted a policy credit to use next year (when we are all allowed to travel again), but the person I spoke to just kept saying “email complaints dept”. How can they get away with this when other insurance companies are offering refunds??????
Other companies refund - not this one!
Thought we purchased good insurance. When our holiday was unable to proceed due to COVID-19 I contacted Insure and Go - I was not able to get a refund or change dates due to the cooling off period having expired. No other offer or leniancy - good on you Insure and Go - they would have made a fortune from people in the same situation as us. I will not use them again due to their inflexibility and will not recommend them to anyone !!1
A disgrace of a company
We took out a policy last year in August for our trip this year starting end of March. Obviously couldn't go. I went to their website and clicked on "Credit" from the $457 we gave them , they would credit me back $101. What a joke. I would never again go with this company, I will not accept $101, I want a full refund. Calling is a total waste of time, I think the company is a total sham. DO NOT USE THEM
Disappointed Loyal Customer
I have taken out 22 travel insurance policies (4 for this year) with Insure and Go. Fortunately I have never had to make a claim but believe Insure and Go would do the right thing by me.
As many other travelers have had happen, my trip was cancelled due to Covid19 restrictions. I was advised to cancel my insurance policy as I may receive a refund or credit. I rang and was just referred to the 2 week cooling off period for cancellations. One of my fellow travelers received a credit for her insurance from another company. The others didn't... I r...
- International Travel Insurance - Gold Cruise
- Verified customer
From no refund or credit to a pathetic $271 offer
The latest offer on a $1203.89 policy is $271.61 to be used before September 2021.What a joke,we may not be able to use the credit in that time frame,also the premium will probably higher by then.It's not worth taking up,l thought l would get a full refund or credit as l didn't use the policy.NOT HAPPY.
VERY UNHAPPY CUSTOMER
I thought the policy was appalling considering I purchased a family gold policy and are getting nothing back in return for it , I haven't officially lodged a claim but I have spoken to 2 different people on the phone and emailed all with in the last month and there excuse for not helping to resolve the policy is due to there 14 day cooling off , they pretty much wipped there hands off me but were happy to take my $387.77 , other friends went with RACV and TID and got a refund with no questions asked, we have travelled with this insurance compa...ny on a few different occasions due to been recommended by friends but after going through all the trauma of no refund , no voucher or no change of date I will be not recommending these people to any of my friends , our policy was purchased on 22nd January 2020 and we were not leaving for china until the end of May 2020, I feel they are just very money hungry comparing to other insurance companys. UNHAPPY CUSTOMER
Cannot give this company a rating!! Not 1 Star - more like 0 out of 5
My husband and I were flying to Hawaii on Wednesday 13 May and of course due to Covid 19 we are unable to go. We generally go overseas every year and up until 2020 insured our travel with 1Cover. This time we decided to use InsureandGo on the recommendation of a friend. The policy was well priced and covered existing medical conditions. So we were happy with our initial purchase UNTIL travel bans were put in place due to Covid19. We were able to cancel our Hotel bookings (free cancellation) & have taken a credit for our flights with Qantas as w...e hope to go to Hawaii in 2021. I emailed InsureandGo via their website in early April asking if it was possible to receive a refund or partial refund of the $447 paid for our policy OR receive a credit to use at a later date when we were allowed to travel. I am still waiting for a reply from INSUREandGO!! At the end of April I telephoned InsureandGo and spoke with a Customer Service Rep. I asked the same questions as I had in my email earlier that month - refund or credit? In fact I asked many questions to which the answer I received was No, No, No! .... and yes they quoted those lines about the 14 day cooling off period. [name removed] from InsureandGo, I note that you have responded to some of the complaints on this site (all much the same as mine). I would love to hear from you. However, at this stage I will never use InsureandGo again. If it were not for Covid19 we would be on that aircraft next Wednesday looking forward to a wonderful holiday. Not our fault that we are unable to travel InsureandGo. Your customer satisfaction is rated as a absolute zero! Janette & Stewart Terry
- InsureandGo Australia
- Verified customer
I purchased a 12 month worldwide silver policy for the first time with Insure and Go for my husband on the 3rd.July 2019.To date we have not had a claim on anything .The policy expires on the 3rd.July 2020 and due to travel restrictions we have 6 months left with it being of no use to him.We had travel cancelled but flight and cruise credits were given by the respective companies
I have written to Insure and Go on a number of occassions and recently lodged a formal complaint asking for at least some refund or maybe give an extension on th...
- International Travel Insurance - Gold (Single Trip)
- Verified customer
Trip was cancelled no refund available
Have used Insureandgo and haven't had problems admitteldy no claims. Had a trip in July which was cancelled, obviously the policy is useless but no refund or credits are available to me. I accept there is no claim available but I won't be using the policy.
Questions & Answers
We purchased round the world tickets for travel from 7 August 2020 to 12 October 2020.
We then purchased travel insurance from InsureandGo Australia on 22 February 2020.
As the airlines we are travelling with have cancelled their flights during this travel time we would like a refund on our travel insurance. This is not a claim, it's a request for a refund.
The trip was cancelled through no fault of ours, nor at our request. It seems unfair that the insurance company can keep our money, especially as there is absolutely no risk involved to them because we are not travelling.
We have been trying for a couple of months. At the moment Insureandgo are only offering pro rata credits to people who are travelling before 18th June 2020 as that is the date the Australian Government has banned overseas travel to. So until this useless Government passes another bill Insureandgo go won’t help anyone.
Anna J.InsureandGo Australia
Hi Christopher, I can confirm that we are working by section 475 of the Biosecurity Act 2015 (Cth) which declares that a human biosecurity emergency exists. Section 7 of the Declaration provides the instrument is in force for 3 months from the date of registration of the instrument (18 March 2020 - when international travel restrictions began), meaning it will end on the 17th of June 2020. However, this period may be extended. But unfortunately, it means that for now, travel beyond that date has not been cancelled due to Government travel restrictions. Thanks, Anna
And yet you tell people that have multi trip policy they cannot book any travel and be covered under their original policy because covid is now a known event - even though they took out their policy before the cut off date.
Your company lies and lies and does anything they can to stop having to pay out 1 cent yet they have kept every ones policy money!
We purchased a Gold Cruise travel insurance policy, including cover for a pre existing condition, on 12th July 2019 for a Kimberley cruise from 4th June 2020 to 25th June 2020. We have now had confirmation that this cruise will go ahead on 28th May 2021. Are we able to hold over our policy until that date as quite obviously in July 2019 we had no idea there would be a pandemic in December and to expect people to foresee that so that they can cancel their policy within 14 days is ludicrous.
Anna J.InsureandGo Australia
Hi Brenny, I'm afraid we can't offer a change of dates or put the policy on hold. However, I will follow up with you via private message about an option we have that may suit your needs. Thanks, Anna
Has anyone had any response about complaint to Australian Financial Complaints Authority?
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